Laura Builes

Experience

• 

  Narracott Hotel

  Jan 2005 - Apr 2005

  • Assisted at the hotel restaurant, focusing on customer service and quality control• Created weekly schedules for restaurant employees• Managed all incoming monies in the restaurant • Responsible for the upkeep of rooms and hotel facilitiesSKILLSExpert hotel restaurant and kitchen management skills, proficiency in Windows, Microsoft Office Word, Excel, Power Point, Fidelio and various hospitality management database systems, able to tailor and design guest management procedures, fluent in English and Spanish and proficient in French. Show less

  • General Assistant

    Jan 2005 - Apr 2005

  • General Assistant

    Jan 2005 - Apr 2005
• 

  Doble P

  Jan 2007 - Dec 2007

  Event Coordinator

  Coordinated the arrivals of international ambassadorsDealt with all VIP's personallyRegistered event guests and handled all questions and concernsProvided translation services when neededResponsible for upkeep and management of all media equipment used during conferencesAttended to all the operational requirements before and during events under budgetary and time constraints Managed staff, assigning personnel to upcoming events

• 

  Punta Cana Resort & Club

  Mar 2008 - Sept 2008

  Guest Service Department

  Provided customer service to all hotel guests, including addressing the needs and fulfilling requests of clientsManaged the hotels business centerCreated incident reports as necessaryReservations DepartmentHandled both phone and online reservations for the hotelCreated statistical reports on hotel occupancyFielded all incoming calls to the reservation departmentWorked with the GDS system and Leading Hotels of the world quality standards

• 

  Tortuga Bay

  Oct 2009 - Jun 2010

  Villa Manager

  Greet VIP's at the local airport, providing ground transportation and personal escort to the hotel propertyCheck in clients, assigning villas and providing an orientation of the propertyShuttled clients to their villas, giving them a personal tour of their accommodationsProvide personal concierge service to assigned guests, responding to all requests and concernsApply local knowledge to recommend tourist attractions, restaurants and activitiesLiaison between clients and housekeeping services as well maintenance servicesResponsible for the maintenance of the villas, filing maintenance and housekeeping reports as necessary Show less

• 

  Holland America Cruise Line

  Oct 2010 - Dec 2010

  International Concierge

  Answer phone call from outside the ship and inside from the suite verandahsTranslateProvided customer service to all hotel guests, including addressing the needs and fulfilling requests of clients Provided translation services when neededTortuga Bay, A Member of the Leading small Hotels of the World

• 

  Accor

  Mar 2012 - Apr 2016

  Assistant Manager

  Integrate, train and supervise the rooms division team• Coordinate and organize guest services on a daily basis,• Ensure that norms and the brand's procedures are respected, check they are properly applied,• Assist in ensuring a safe environment for property and people by anticipating and preventing risks,• Take part in all administrative tasks.• May be required to replace the general manager from time to time• Anticipate and be perceptive to customer tastes and expectations• Consolidate information and create monthly reports for the board and for the headquarters• Control of E-commerce such as OTAS, Travelscape, Booking.com• Merge all of our customers reviews trough the customer satisfaction survey company´s software,tripadvisor and booking.com• Develop training through the results of the surveys.• Develop training routed through the headquarters.• Purchase supplies for the Food and Beverage division (1 outlet)• Hire personnel for both Rooms and F&B division Show less

• 

  Hotel Sites 45

  Jul 2017 - Feb 2018

  Operations Manager

  • Supervise each department of the hotel (Maintenance, Reception, Housekeeping, F&B)• Take part in all administrative tasks• Purchase supplies for the Food and Beverage division ( 1 outlet)• Hire personnel for both Rooms and F&B division• Be part of the budget meeting and be responsible for the its execution• Consolidate information and create monthly reports for the board and for the headquarters• Control of E-commerce such as OTAS, Travelscape, Booking.com• Merge all of our customers reviews trough the customer satisfaction survey company´s software,TripAdvisor and booking.com• Work with supplier, external vendors and contractors (for maintenance purposes)• May be required to replace the general manager from time to time• Authorize all payments of the hotel, including payroll, and supplier’s payments.• Merge all of our customers reviews trough the customer satisfaction survey company´s software,TripAdvisor and booking.com• Develop training through the results of the surveys. Show less

• 

  OxoHotel S.A.S.

  Feb 2018 - Apr 2020

  Hotel Manager

  Develop day-to-day operations and functions of a hotel ensuring total guest satisfaction.• Ensure highest standards of professional services to customers.• Design strategies to ensure total guest satisfaction.• Develop an annual business plan.• Initiate cost-effective controls and revenue management techniques.• Prepare, review and assess monthly or periodic financial statements.• Create brand image for the hotel.• Develop strategies for organizing, staffing, planning and executing functionalities.• Provide training for hotel staff in delivering care that meets the best standards and practices.• Maintain and manage hotel equipment, infrastructure, inventories and other facilities efficiently.• Ensuring compliance with health and safety legislation and licensing laws.• Leading, coaching and directing employees Show less

• 

  Housy host

  Nov 2022 - now

  Chief Operations Officer

  •contributed significantly to the company's growth, helping increase our footprint from 75 units to 250 units.•driving occupancy from 50% to 75%•Successfully launched an in-house laundromat service, enhancing linen management and contributing to company efficiency and cleanliness•upgrade the cleaning supplies (e.g., switching to eco-friendly products, higher-quality cleaning agents, or new tools like industrial-grade vacuums, microfiber cloths, etc.).Management and selection of personnel in the operational area.• Execute the disciplinary processes of the operative area when necessary in coordination with thecompany's lawyer.• Implement the internal work regulations.• Selection and negotiation of suppliers: laundry, supplies, maintenance, linen.• Review of functions and profiles of the operational area.• Conduct periodic evaluations of operational personnel.• Review operational processes and their functioning. Develop procedures.• Establish controls to the operational processes of the company.• Carry out reports to the management of the following processes: reservations by platforms and direct,guest collections, check in, check out, responses to guests, toilets, report to Colombia migration,laundry, supplies, assets status, maintenance, key control, legal, suppliers, transportation to staff andairport, purchases.• Implement improvements in customer service and quality.• Support the development of the company's Marketing Plan.• Participate in new project meetings. Show less