RACHEL CASTRO LORENZO
El Seibo,Altagracia
Summary
Highly communicative professional with more than 20 years of expertise as Concierge for high-end hotel chains. Team player provides exceptional guest service. Background in industry positions at luxury resorts where client satisfaction is of utmost importance. I am a responsible and confident individual known for my positive attitude and efficient guest service. Respected by my team, I serve as a driving force behind their success and the organization's success. Successfully manages concerns and resolves conflicts to maximize customer satisfaction.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Chief Concierge Excellence Club
Hotel Excellence Punta Cana
05.2022 - 06.2024
- Streamlined communication within the concierge team, resulting in improved efficiency and guest service quality.
- Devised creative solutions for unique guest requests, exceeding expectations and generating positive feedback.
- Implemented innovative strategies for handling high-volume periods without compromising the quality of service.
- Enhanced guest satisfaction by promptly addressing concerns and fulfilling requests with attention to detail.
- Earned recognition as a trusted resource for guests, consistently receiving positive feedback on service excellence and professionalism.
- Managed daily operations of the concierge desk efficiently while maintaining a welcoming atmosphere for guests.
- Conducted regular staff meetings to review performance metrics and identify areas for improvement or recognition of excellence.
- Organized special events for VIP guests, ensuring memorable experiences that increased repeat business.
Guest Service Department Manager
Hotel Ocean Coral Spring Resort & Spa-Jamaica
10.2020 - 07.2021
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Director of Concierge Services
Hotel Sunscape Montego Bay Resort & Spa -( Cove & Splash
08.2018 - 07.2019
- Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
- Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
- Contributed to a positive work environment by maintaining a professional demeanor at all times.
- Improved overall guest satisfaction by consistently exceeding expectations in all aspects of concierge services.
- Supported event planning efforts, contributing to the successful execution of memorable occasions.
- Conducted tours of property and local area, enhancing guests' understanding and enjoyment of location.
Chief Concierge
Hotel Breathless Punta Cana
02.2018 - 06.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Sought ways to improve processes and services provided.
- Trained new personnel regarding company operations, policies and services.
Chief Concierge
Hotel Dreams Dominicus La Romana
10.2016 - 04.2017
- Implemented innovative strategies for handling high-volume periods without compromising the quality of service.
- Collaborated with the hiring team for a successful hotel opening.
- Devised creative solutions for unique guest requests, exceeding expectations and generating positive feedback.
- Assisted in budget planning and resource allocation, optimizing financial performance without sacrificing service levels.
- Earned recognition as a trusted resource for guests, consistently receiving positive feedback on service excellence and professionalism.
Rooms Division Manager
Hotel Luxury Bahía Principe Bougainville
02.2014 - 10.2016
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
Guest Service Manager
Hotel Caribe Club Princess
11.2009 - 10.2012
Guest Service Manager & Wedding Manager
Hotel Sirenis Punta Cana
04.2008 - 07.2009
Asistant to General Manager
Cocotal Golf & Country Club
01.2003 - 01.2004
Education
Supervisora de Hospitalidad -
National Council on Technical Vocational Education and Training, Jamaica
Supervisora de Hospitalidad Certificada -
American Hotel & Lodging Educational Institute, Jamaica
Gestión de Talento & Modelo de Competencias de AM Resorts -
Universidad Anahuac - Certificado de Formación, Jamaica
Curso de estudio en el Programa Team Jamaica -
National Council on Technical Vocational Education and Training, Jamaica
Administración de Empresas & Gestión en Recursos Humanos -
Universidad Tecnológica de Santiago, Santo Domingo
Lenguas Modernas -
Universidad Tecnológica de Santiago, Santo Domingo
Gestión de Relaciones Públicas -
Universidad Interamericana de Puerto Rico
01.2007
Skills
- Office
- New Hotel
- Navision
- Sap
- Review Pro
- Effective problem solving
- Exceptional communication
- Task Delegation
- Fluent in Multiple Languages (English, Spanish), Basic in Italian, German, French
- Strong Work Ethic
- Safety Procedures
- Training and mentoring
Certification
- Ética profesional: analfabetos del deber
- El líder y su equipo
- Principios y estrategias de gestión para el supervisor.
- Manejo de conflictos
- Cómo deshacerse del conformismo y la mediocridad
- Guest Service
- Primeros auxilios
- Prevención de Legionella
- Gestión de productos químicos
References
- Lic. Maria Perez Perez, 1-849-883-7066, Directora Recursos Humanos
- Lic. Romy Martes, 1-809-715-9741, Cluster distribution manager, Dreams Resorts & Spa
- Lic.Sagrario Garcia, 1-809-419-3863, Chief Concierge, Zoetry
- Lic.Jhosairy Rijo Borquez, 829-339-2670, Gerente de Tienda, Secrets Cap Cana
Timeline
Chief Concierge Excellence Club
Hotel Excellence Punta Cana
05.2022 - 06.2024
Guest Service Department Manager
Hotel Ocean Coral Spring Resort & Spa-Jamaica
10.2020 - 07.2021
Director of Concierge Services
Hotel Sunscape Montego Bay Resort & Spa -( Cove & Splash
08.2018 - 07.2019
Chief Concierge
Hotel Breathless Punta Cana
02.2018 - 06.2018
Chief Concierge
Hotel Dreams Dominicus La Romana
10.2016 - 04.2017
Rooms Division Manager
Hotel Luxury Bahía Principe Bougainville
02.2014 - 10.2016
Guest Service Manager
Hotel Caribe Club Princess
11.2009 - 10.2012
Guest Service Manager & Wedding Manager
Hotel Sirenis Punta Cana
04.2008 - 07.2009
Asistant to General Manager
Cocotal Golf & Country Club
01.2003 - 01.2004
Supervisora de Hospitalidad -
National Council on Technical Vocational Education and Training, Jamaica
Supervisora de Hospitalidad Certificada -
American Hotel & Lodging Educational Institute, Jamaica
Gestión de Talento & Modelo de Competencias de AM Resorts -
Universidad Anahuac - Certificado de Formación, Jamaica
Curso de estudio en el Programa Team Jamaica -
National Council on Technical Vocational Education and Training, Jamaica
Administración de Empresas & Gestión en Recursos Humanos -
Universidad Tecnológica de Santiago, Santo Domingo
Lenguas Modernas -
Universidad Tecnológica de Santiago, Santo Domingo
Gestión de Relaciones Públicas -
Universidad Interamericana de Puerto Rico
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