Sammy Kupniewski Mena

Assist in coordinating and executing personalized services such as floral arrangements, private transportation, restaurant reservations, romantic experiences, and special celebrations.

Ensure a warm welcome and farewell to all guests, maintaining luxury service protocols and attention to detail.

Supervise and support the Concierge team during assigned shifts, ensuring compliance with service standards and operational excellence.

Collaborate with other departments (Housekeeping, Food & Beverage, Spa, Security, etc.) to facilitate special requests or resolve situations that may impact the guest experience.

Follow up on guest comments, requests, and complaints, ensuring timely and satisfactory resolution in line with hotel policies.

Maintain an up-to-date guest preference database and generate daily service reports for the Chief Concierge.

Actively participate in the training of new team members, fostering a culture of genuine service, hospitality, and excellence.

Welcome Preferred Club guests during private check-in, ensuring a smooth, cordial, and exclusive arrival experience.

Assist with general resort orientation and provide information about exclusive Club benefits and services (lounge, private areas, premium amenities).

Manage special guest requests (floral arrangements, celebrations, reservations, transportation, etc.).

Maintain ongoing communication with the Concierge team and other departments to coordinate personalized experiences.

Follow up on guest comments, requests, or incidents, ensuring timely responses and satisfactory resolutions.

Oversee the cleanliness, order, and presentation of the Preferred Lounge and assigned areas to uphold a consistently luxurious environment.

Help maintain the guest preference database and personalized service records.

Assist with special activities, VIP check-out, and personalized farewells.

Supervise nighttime operations of the Front Desk, Security, Housekeeping, Maintenance, and Concierge departments, ensuring consistent service and guest care.

Address and resolve guest incidents, complaints, or emergencies in a prompt, professional, and empathetic manner.

Conduct routine inspections of public areas, ensuring cleanliness, proper lighting, presentation, and adherence to safety and service standards.

Coordinate the night audit process with the Finance department, ensuring accurate reconciliation of daily revenue.

Monitor compliance with safety protocols, including access control, area closures, and supervision of nighttime events or activities.

Act as the point of contact for VIP guests requiring special attention outside daytime hours.

Prepare detailed incident reports, follow-ups, and nightly shift logs to inform general management and relevant departments.

Ensure adherence to internal policies, brand standards, and quality protocols throughout the night.Actuar como encargado del Hotel asumiendo el rol de Gerente General.

• Atender Quejas de huéspedes con soluciones éticas.
• Supervisión de áreas entre los departamentos

• Asistencia directa al huésped para cumplir sus peticiones y problemas de manera eficiente y profesional.
• Realización de procedimientos y estándares institucionales de la empresa.

• Asistencia directa al huésped para cumplir sus peticiones y problemas de manera eficiente y profesional.
• Realización de procedimientos y estándares institucionales de la empresa.