Paula Bibiana Vanegas Porras

Paula Bibiana Vanegas Porras

About

Detail

Tourism and hospitality manager
Bogotá, Bogota, Colombia

Contact Paula regarding: 
work
Full-time jobs
Flexible work

Timeline


work
Job
school
Education
folder
Project

Résumé


Jobs verified_user 0% verified
  • Guesty
    Guest Service Expert
    Guesty
    Oct 2022 - Current (4 years 1 month)
    - Resolve guest concerns quickly and accurately, including emergency situations, through tickets managed in Guesty's PMS and phone calls (Aircall).
    - Replying to Airbnb and Booking.com reviews (Guesty User Dashboard).
    - KPIs compliance: 18-22 tickets per hour (TPH) and 96% ticket resolution compliance.
    - Achievement: GCS top of the month.
  • H
    Digital Concierge - Freelance
    HPandas
    Apr 2021 - Oct 2022 (1 year 7 months)
    - Train and supervise the compliance of the Concierge team's duties, responsible for providing guest service for over 500 properties in Canada.
    - Respond to and resolve guests' requests by chat and tickets (Zendesk).
    - Answer external, internal, and guest calls (Aircall).
    - Verify information and send correspondence to guests (PMS: RMS Cloud).
    - Program access to the apartments (Icondo and Dormakaba).
    - Assign tasks to teams in different cities in Canada (Zendesk and Flexkeeping).
    - KPIs compliance: 85% ticket resolution compliance.
    - Bonuses for upselling.
  • Sonesta Hotel Bogota
    Front Desk Agent
    Sonesta Hotel Bogota
    Feb 2020 - May 2020 (4 months)
    - Carry out the processes of check-in (guest registration and payment of the lodgement service) and check-out (billing of the services purchased by the guest and their companions during their stay) in the Hotels module of the PMS Zeus.
    - Actively participate in area meetings and training.
  • H
    Front Desk Agent
    HOTEL B3 VIRREY
    Jun 2019 - Jan 2020 (8 months)
    - Carry out the processes of check-in and check-out in the Hotels module of the PMS Zeus.
    - Manage reservations and cancellations
    - Apply payments and deposits to reservations.
    - Provide recommendations to improve the internal processes of the organization.
  • G
    Sales And Marketing Intern
    Gun Club
    Dec 2018
    - Making quotes.
    - Confirmation of reservations.
    - Preparation of instructions for the spending authorization processes, creation of requirements, event quotes, and generation of contracts (event order) in the Zeus Banquets, Events, Inventories, and Clubs modules.
    - Support in the organization of the Christmas lunch buffet for the club members.
Education verified_user 0% verified
  • Universidad Externado de Colombia
    Pregrado, Administración de Empresas Turísticas y Hoteleras
    Universidad Externado de Colombia
    Jan 2015 - Mar 2022 (7 years 3 months)
    -Training in the modules of gastronomy, hospitality, strategic business, planning, and destination management.
    -Thesis: improvement plan for a music festival, from its management as a business model.
  • C
    Bachiller
    Colegio Gimnasio del Corazn de Mara
    Jan 2003 - Dec 2013 (11 years)
Projects (professional or personal) verified_user 0% verified