Elena Gómez
@elenagmez
Guest relations and customer service professional with extensive experience.
SpainWhat I'm looking for
As a dedicated Guest Relations and Customer Service Professional, I have honed my skills in ensuring exceptional customer experiences across various hospitality settings. My role as Customer Care and Operational Manager at Olala Homes has equipped me with the ability to monitor satisfaction scores and implement effective strategies to enhance service delivery. I thrive in dynamic environments, managing and training customer care teams while resolving customer concerns with a proactive and organized approach.
Previously, I served as a Guest Experience Supervisor at Meliá Hotels International, where I personalized guest stays and anticipated their needs to exceed expectations. My commitment to fostering positive relationships and teamwork has been pivotal in aligning departmental priorities and ensuring adherence to customer service protocols. With a strong focus on detail and a high vocation for customer service, I continuously strive to provide unique experiences that leave a lasting impression on guests.
Experience
Work history, roles, and key accomplishments
Customer Care and Operational Manager
Olala Homes
Jan 2024 - Jul 2024 (6 months)
Managed customer care operations, ensuring satisfaction scores were monitored and strategies implemented for improvement. Led and trained the Customer Care team, resolving issues and aligning priorities with other departments to enhance service delivery.
Guest Experience Supervisor
Meliá Hotels International
Jan 2024 - Jul 2024 (6 months)
Ensured personalized guest experiences by anticipating needs and managing feedback. Supervised the guest experience team, handled complaints, and implemented strategies to improve customer satisfaction scores.
Guest Experience Agent
Meliá Hotels International
Jan 2023 - Jan 2024 (1 year)
Welcomed guests and ensured their needs were met through personalized service. Managed guest requests via phone and social media, and resolved incidents to enhance overall guest satisfaction.
Education
Degrees, certifications, and relevant coursework
Meliá Hotels International
Training Programs, Hospitality
2022 - 2024
Engaged in various training programs related to customer service and guest relations within the hospitality sector.
Hoturis: Spanish Training Institute in hospitality and tourism
Professional Course, Hospitality
2023 - 2023
Completed a course on Customer Experience in Hotel Establishments, focusing on enhancing guest satisfaction.
Transpersonal Development Spanish Academy
Consultant Course, Psychology
2020 - 2021
Studied Mindfulness and Transpersonal Development, focusing on emotional well-being and personal growth.
KHINN - Personal Training and Physiotherapy Center
Training Programs, Hospitality
2018 - 2020
Participated in training related to customer service and emotional management in hospitality.
Kundalini Research Institute
Teacher Training, Yoga and Meditation
2018 - 2019
Completed a 300-hour Teacher Training in Meditation and Kundalini Yoga.
CMCambridge School Madrid
Language Course, English Language
2017 - 2019
Completed a One to One Course in Native English, enhancing language proficiency and communication skills.
INICIA
Professional Course, Hospitality
2018 - 2018
Completed a Guest Service Course focusing on personalized attention and customer experience.
CMComplutense University of Madrid
Bachelor of Arts, Archeology
2013 - 2017
Studied Archeology, gaining knowledge in historical analysis and excavation techniques.
Tech stack
Software and tools used professionally
Availability
Location
SpainAuthorized to work in
Job categories
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