Paoly Soto Canela De Perez
Hospitality Management
Santo Domingo Este
Summary
Hotel Management Professional with over 8 years of experience in the hotels and tourism industry. Proven track record of success in various roles, including certified operations representative at United Airlines. Excels in delivering exceptional customer service and fostering inclusive environments and exceeding VIP expectations, ensuring seamless service delivery.
Overview
11
11
years of professional experience
2
2
Languages
Work History
Assistant
Toca Viajar, SRL
03.2021 - 12.2022
- Answered incoming phone calls to process requests, transfer calls, or relay messages to appropriate personnel.
- Worked closely with management to provide effective assistance for specific aspects of business operations.
- Safeguarded sensitive information through proper documentation handling, data entry, and record maintenance procedures.
- Contributed to a positive work environment with strong interpersonal skills and proactive teamwork attitude.
Passenger Service Agent
Servair
04.2019 - 03.2021
- Assisted United Airlines passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Tagged baggage and routed to appropriate location for loading and screening.
- Provided exceptional customer service, addressing passenger concerns promptly and professionally.
- Resolved passenger issues with empathetic communication and effective problem-solving techniques.
- Worked as Certified Station Operations Representative for United Airlines at Punta Cana Airport.
Concierge Supervisor
Royalton Punta Cana Resort
12.2015 - 06.2016
- Collaborated with hotel departments to ensure seamless service delivery for all guests.
- Conducted regular team meetings to discuss performance metrics, areas for improvement, and best practices in customer service.
- Provided exceptional assistance to VIP guests, managing unique requests and exceeding expectations consistently.
- Mentored junior staff members to enhance their customer service skills and professional development.
- Facilitated smooth check-in/check-out processes by coordinating closely with the front desk team and other departments as needed.
Spa Supervisor
Hard Rock Hotel & Casino Punta Cana
10.2014 - 12.2015
- Oversaw daily spa operations, addressing any issues promptly to maintain high-quality service standards.
- Ensured compliance with health and safety regulations, maintaining a clean and hygienic environment for both guests and staff members alike.
- Collaborated with other department supervisors to create seamless guest experiences throughout the resort or hotel property.
- Conducted regular performance evaluations for staff members, providing constructive feedback for continuous improvement in job performance.
- Managed staff scheduling effectively, ensuring adequate coverage during peak hours for optimal guest experience.
Guest Experience Concierge
Paradisus Punta Cana Resort
03.2013 - 05.2014
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
- Responded to guest inquiries and complaints, resolving issues to maintain high service standards.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Maximized guest satisfaction by promptly addressing concerns and resolving issues.
- Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
Concierge
Ocean Blue & Sands Resort
10.2011 - 03.2013
- Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.
- Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
- Provided accurate information regarding local attractions, restaurants and activities.
- Conducted tours of property and local area, enhancing guests' understanding and enjoyment of location.
- Managed check-in and check-out procedures for guests.
Education
Master of Arts - Hospitality Business Management
University of Derby
Derby, United Kingdom 07.2025 -
Master of Arts - Hospitality Business Management
Swiss Hotel Management School
Leysin, Switzerland 07.2025 - Current
Bachelor of Science - Hotels Management
Universidad Del Caribe
Santo Domingo, Dominican Republic 05.2001 -
Skills
Guest relations
Product sales
Bilingual
Attention to detail
Fast learner
Problem-solving
Timeline
Master of Arts - Hospitality Business Management
University of Derby
07.2025 -
Master of Arts - Hospitality Business Management
Swiss Hotel Management School
07.2025 - Current
Assistant
Toca Viajar, SRL
03.2021 - 12.2022
Passenger Service Agent
Servair
04.2019 - 03.2021
Concierge Supervisor
Royalton Punta Cana Resort
12.2015 - 06.2016
Spa Supervisor
Hard Rock Hotel & Casino Punta Cana
10.2014 - 12.2015
Guest Experience Concierge
Paradisus Punta Cana Resort
03.2013 - 05.2014
Concierge
Ocean Blue & Sands Resort
10.2011 - 03.2013
Bachelor of Science - Hotels Management
Universidad Del Caribe
05.2001 -
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