Amelia Casado

Experience

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  (various)

  Jan 2005 - Jan 2011

  Public Relations Specialist
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  AITA, Consultores de Innovación Tecnologica y Empresarial, S.L.(est.1989)

  Jan 2006 - Jun 2007

  Assistant Manager
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  Hospes Infinite Places

  Jun 2010 - Mar 2012

  My responsibilities include managing inventory by keeping track of vacancies, reservations, and room assignments. I handle the check-in and check-out process for guests efficiently. Additionally, I respond to inquiries regarding hotel services, registration, and local amenities, ensuring guests have all the information they need. Addressing guest complaints promptly and effectively is also a key aspect of my role As a Sales Agent intern at Hospes Amérigo 5* in Alicante, I actively participated in prospecting new clients, engaging with existing ones, and supporting sales initiatives to drive revenue growth. Through this experience, I enhanced my communication, sales, and customer service skills while contributing to the success of the hotel.

  • Front Office Agent - Hospes Amérigo 5* - Alicante

    Jan 2011 - Mar 2012

  • Sales Agent - Hospes Amérigo 5* - Alicante

    Jan 2011 - Apr 2011

  • Front Office Agent - Hospes Amérigo 5* - Alicante

    Jun 2010 - Jan 2011
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  Accor

  Apr 2012 - Sept 2012

  Front Office Agent - Aberdeen

  In my role, I ensure guests receive a warm welcome and exceptional service throughout their stay. This includes efficiently handling check-in and check-out procedures and attending to various guest requests promptly. I actively promote hotel facilities and services to enhance guest experience. Additionally, I manage invoicing, handle payments, and oversee cash operations while accurately inputting reservations and addressing business inquiries.

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  Meliá Hotels International

  Sept 2012 - Jul 2014

  I led a multifunctional team and assisted the General Manager in coordinating the Head of the Departments to execute the hotel's Action Plan. I focused on fostering relationships across all departments to enhance quality standards. Additionally, I audited and monitored service standards, analyzing findings to produce comprehensive reports on service quality for both internal and external guests. Collaborating closely with department heads, I identified training needs, recommended improvements, and ensured compliance with SOPs I also contributed to the Marketing strategy. Moreover, I conducted training sessions on Melia standards and customer service to uphold exceptional service standards acting as a brand ambassador of the hotel. Show less As a key member of the team, I supported the Guest Experience Manager in maintaining exceptional customer service standards, with a focus on VIP relations and efficient complaints handling. I played a pivotal role in promoting hotel facilities through upselling and cross-selling initiatives. Additionally, I built strong interdepartmental relationships to enhance overall quality aspects. Managing social media platforms like TripAdvisor, I ensured positive online presence and reputation management. Furthermore, I facilitated training sessions for new hires across various departments, ensuring alignment with service standards and protocols. Show less

  • Guest Experience Manager at Melia Dubai 5* - Dubai

    Jun 2013 - Jul 2014

  • Guest Experience Assistant at Melia White House 4* - London

    Sept 2012 - Jun 2013
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  GuestTek Interactive Entertainment Ltd.

  May 2015 - May 2023

  I drove cross-departmental projects to ensure exceptional customer satisfaction while managing CRM and ERP systems using Salesforce, Microsoft Dynamics 365, and Sharepoint. My role involved analyzing CRM data to uncover key insights into customer preferences and delivering actionable reports on vital performance metrics. Collaborating with cross-functional teams, I optimized CRM strategies and provided support in pre-sales and post-sales tasks, contributing to seamless customer experiences. With a focus on profit optimization, I developed innovative business strategies based on revenue data, fueling GuestTek's success and growth. Show less Experienced in managing international portfolios for renowned hotel chains like Marriott, Hilton, and Ritz-Carlton across Europe, including Italy, Malta, Spain, and Portugal. Skilled in creating new sales opportunities, enhancing revenue streams, and boosting profitability through collaboration with conference and IT departments. Specialized in personalized service delivery, CRM management, project oversight, and fostering client relationships. Proven track record in driving business growth and delivering exceptional customer experiences. Show less

  • Senior Client Account Manager - Revenue Data Analyst

    May 2019 - May 2023

  • Client Account Manager

    May 2015 - May 2019
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  Outlier

  Sept 2024 - now

  CRM - Data Analyst

  Supporting data-driven customer relationship management strategies at Outlier, focusing on analyzing and optimizing CRM data to improve customer engagement and experience. Leveraging analytical tools to generate insights, streamline processes, and contribute to data-backed decision-making.