Ferneys

Profile
Dynamic Sales and Guest Experience Leader with over 15 years of expertise in
luxury hospitality and retail, dedicated to driving revenue growth and enhancing
FERNEYS customer satisfaction. Proven skills in strategic sales planning, team leadership,
and effective communication foster strong relationships with diverse clientele.
ALVAREZ Exceptional ability to streamline operations and implement personalized sales
strategies that consistently exceed performance goals. A bilingual professional adept
S A L E S L E A D E R - H O S P I TA L I T Y at transforming guest interactions into loyalty, committed to delivering operational
LEADER excellence in fast-paced environments. Passionate about innovation and mentorship,
consistently achieving impactful results that contribute to organizational success.

Details
Employment History
Rosvihviska, street 7
Mukachevo Sales Manager Freelancer, Remembrance Headstones, Remote
JUL 2025 — NOV 2025
Ukraine
[открыть контакты](см. выше в блоке «контактная информация») • Lead remote sales operations across the American market, managing the full
[открыть контакты](см. выше в блоке «контактная информация»)
customer journey from first contact to closing.
• Apply consultative sales strategies in high-trust environments, ensuring
empathetic and personalized client experiences.
Links • Utilize CRM platforms (HubSpot) and collaboration tools (Slack) to streamline
communication and project tracking.
[открыть контакты](см. выше в блоке «контактная информация»)
• Coordinate with design and production teams to deliver tailored solutions
aligned with client expectations and brand standards.
Skills • Strengthen customer loyalty and conversion rates through relationship-driven
sales and strategic follow-up.
Strategic Sales Planning
Front Desk Specialist, Movich Hotels, Cartagena - Colombia
CRM Optimization (Opera PMS, SEPT 2024 — FEB 2025

Micros POS, Zendesk) • Increased direct bookings by 18% through bilingual service via Whats App, live
chat, and email.
Guest Experience Design • Boosted ancillary revenue by 22% through targeted up-selling strategies.
• Acted as cultural concierge for international guests, improving satisfaction
Multilingual Communication scores and Trip Advisor ratings.
(Spanish, English C1) • Elevated loyalty program enrollments by 30% through personalized outreach.
• Strengthened cross-departmental communication to ensure brand-aligned
Upselling & Cross-Selling service delivery.
Techniques
Assistant Sales Manager, HEINEMANN AMERICAS – (ONBOARD ROYAL
Conflict Resolution & Emotional
CARIBBEAN CRUISES)
JUN 2022 — AUG 2024
Intelligence
• Drove onboard sales operations across luxury retail categories, consistently
Inventory & Revenue Auditing exceeding revenue targets by 15–20% monthly.
• Trained and mentored a multicultural team of 10+ sales associates, enhancing
Team Leadership & Training up-selling performance by 25%.
• Developed and executed guest engagement strategies, boosting repeat
Visual Merchandising purchases and satisfaction scores.
• Collaborated with cruise leadership to tailor promotional campaigns, increasing
Digital Platforms: Bitrix24, Zoho campaign ROI by 18%.
CRM, CrunchTime, Hubspot, Bexi
• Analyzed inventory and sales analytics via POS and Info Genesis, ensuring
optimal stock levels and reducing shrinkage.
AI

Promotions Ambassador, HEINEMANN AMERICAS – (ONBOARD ROYAL
CARIBBEAN CRUISES)
DEC 2021 — JUN 2022

• Enhanced onboard shopping experience through personalized guest service and
deep product knowledge.
Languages • Executed promotional strategies, achieving 20% revenue increase in designated
areas.
Spanish ( Native Speaker)
• Drove 15% growth in sales of featured items by informing guests of new
English: C1 (Advanced) products.
• Cultivated customer loyalty with tailored recommendations and product
highlights.
• Recognized with Employee of the Month nomination for exceptional service and
promotional impact.

Sales Agent, HEINEMANN AMERICAS – (ONBOARD ROYAL CARIBBEAN
CRUISES)
JUN 2021 — DEC 2021

• Delivered exceptional luxury service to international guests, significantly
boosting satisfaction scores.
• Provided tailored recommendations for fine watches and jewelry, achieving an
18% increase in conversion rates.
• Implemented cross-selling techniques, aligning product suggestions with guest
preferences to enhance sales performance.
• Streamlined transaction processes, reducing checkout times by 25% and
improving operational efficiency.
• Contributed to promotional campaigns and guest loyalty initiatives, driving
revenue growth for HEINEMANN AMERICAS.

Shopping Ambassador - Product Manager, DUFRY – (ONBOARD
NORWEGIAN CRUISE LINE CRUISES)
APR 2017 — JUN 2020

• Curated onboard retail experiences for international guests, boosting average
transaction value by 20%.
• Managed product launches and visual merchandising across duty-free
categories, achieving a 15% increase in category sales.
• Delivered multilingual presentations and shopping seminars, enhancing guest
engagement and conversion rates.
• Collaborated with cruise operations to optimize product placement and
inventory flow using Dufry POS and internal reports.
• Trained junior staff on product knowledge and service excellence, improving
team performance and guest satisfaction.

Front Desk Supervisor, SOFITEL SANTA CLARA HOTEL, Cartagena -
Colombia
MAR 2015 — APR 2017

• Supervised front desk operations for Sofitel Santa Clara Hotel, leading a team of
6 receptionists to maintain 24/7 service excellence.
• Enhanced guest satisfaction scores by 22% through tailored check-in
experiences and proactive issue resolution.
• Streamlined reservation and billing processes with Opera PMS and Micros POS,
cutting check-in time by 30%.
• Coordinated VIP arrivals and group bookings, boosting brand reputation and
securing repeat business.
• Conducted monthly training sessions on service standards and cultural
sensitivity, elevating team performance and guest feedback.

Revenue Auditor, SOFITEL SANTA CLARA HOTEL
JAN 2014 — MAR 2015

• Conducted daily revenue audits across multiple systems (Opera, Daily, Micros),
ensuring 100% accuracy in financial reporting and foreign currency reconciliation.
 • Supervised cashier operations and verified transactions, improving cash
handling precision and reducing discrepancies by 30%.
• Reconciled guest accounts and processed deposits and refunds, maintaining
data consistency across platforms and enhancing financial transparency.
• Implemented enhanced verification procedures that reduced tip and refund
record errors by 40%, streamlining audit workflows.
• Collaborated with finance and front office teams to ensure timely reporting and
compliance with brand standards.
• Analyzed financial data trends to identify opportunities for revenue
enhancement.
• Trained new team members on compliance and operational efficiency best
practices.
• Developed and maintained comprehensive documentation for audit processes
and standards.

Night Auditor - Receptionist, SOFITEL SANTA CLARA HOTEL
OCT 2010 — JAN 2014

• Conducted nightly revenue audits and reconciled guest accounts using Micros,
Opera, and Fidelio PMS, achieving 100% accuracy in financial records.
• Verified cashier transactions and foreign currency exchanges, reducing
discrepancies by 35% through enhanced verification protocols.
• Managed refunds and deposits, ensuring data consistency across Opera, Daily,
and Nova systems.
• Implemented streamlined reconciliation procedures, improving tip and refund
accuracy and accelerating audit completion time by 20%.
• Supported front desk operations during overnight shifts to ensure seamless
guest service and operational continuity.

Guest Services, SOFITEL SANTA CLARA HOTEL
JAN 2010 — OCT 2010

• Delivered personalized guest assistance during check-in and throughout the
stay, driving a 15% increase in positive guest reviews.
• Responded to guest inquiries and reservations, enhancing service accessibility
and guest satisfaction.
• Coordinated with housekeeping and concierge teams for seamless service
delivery and prompt resolution of requests.
• Supported VIP arrivals and special events, reinforcing brand reputation and
guest loyalty.
• Maintained accurate guest records in Opera PMS, improving service
personalization and fostering long-term relationships.

Night Auditor, OCEANIA ESTELAR HOTEL
A U G 2 0 0 5 — M AY 2 0 0 8

• Conduct nightly audits and reconcile financial transactions, ensuring 100%
accuracy across Micros, Fidelio, Opera PMS, and accounting systems.
• Manage overnight front desk operations, delivering exceptional service and
efficiently resolving guest issues.
• Verify cashier reports and process refunds, enhancing financial reporting
consistency and reducing discrepancies.
• Submit daily guest arrival reports to immigration authorities, ensuring
compliance with legal requirements and data accuracy.
• Support early morning check-outs and group departures, streamlining
operations and improving overall guest experience.
Education
Bachelor in Hospitality Management, INSTEMOL - SENA
JUN 2010

Entrepreneurship and Business Management, Sena
JUL 2005

Bachelor in Marketing and Sales, SENA
JUL 2005

Bilingual Administrative Assistant, CENTRO COLOMBO AMERICANO
DEC 2003

Software & Digital Platforms
Microsoft Office - E-Front - Fidelio - Micros POS - Opera PMS - Zeus - Dufry
POS - Infogenesis - CrunchTime - A400 Colonial - Symphoni - Zendesk -
Bitrix24 - Zoho CRM, Hubspot, Bexi AI, Hubspot , Slack

Courses
Responsible Prompting: Maximize AI in Your Business, Santander – Open
Academy
M AY 2 0 2 5

Negotiation, Esade – Santander Open Academy
M AY 2 0 2 5

Social Media Advertisement, Santander – Open Academy
M AY 2 0 2 5

Effective communication & Facilitation skills, ROYAL CARIBBEAN L & D
MAR 2024

Security Awareness Training , ROYAL CARIBBEAN Cruise Line
M AY 2 0 2 2

Crowd Management , ROYAL CARIBBEAN Cruise Line
M AY 2 0 2 2

HBST, ROYAL CARIBBEAN Cruise Line
M AY 2 0 2 2

Getting start as a New Leader, ROYAL CARIBBEAN L & D
DEC 2021

Humanology , Heinemann Americas
JUN 2021

Shorex Crew Observer, ROYAL CARIBBEAN UNIVERSITY
JUN 2021

The Psychology of Selling , Heinemann Americas
JUN 2021

Building Rapport, Heinemann Americas
JUN 2021

Concierge “Creating a Magic Service", Cotelco
AUG 2017
Basic Buttler Course, MODERN INSTITUTE OF BUTLERS
OCT 2017