Isaac Mateos

Isaac Mateos

Service Director at Eric Vökel Boutique Apartments
Lives in Barcelona, Spain

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About me

Experienced Service Director with a demonstrated history of working in the hospitality & travel industry. Skilled in B2B and B2C markets, Hotel Management, Luxury Customer Service, Event & Sales Management and fluent in Catalan, Spanish, and English. Strong operations professional with a Business Administration and Advertising & Public Relations careers and focused in Sales, Sports, Hospitality & Customer Service Management.
Travel, sport and Nature enthusiastic.

Experience

8 years and 10 months

  • Service Director

    Eric Vökel Boutique Apartments - Barcelona, Spain

    Management
    April 2018 - Now · 1 year and 10 months

    As a Service Director I am managing this new Department within the 7 properties of the company, with 25 employees divided in 4 countries (Barcelona, Madrid, Amsterdam and Hamburg).Supervising all the Front Desks Operations from the HQ office, I have been creating new Projects for the company and involved in new building opening as: - New Hamburg building opening - A new Operations and Quality Manual for the company - Creating the Service Audit to ensure that all procedures into the Operations and Quality Manual are achieved - Eric Vökel Concierge app - Designing a new Uniforms & Name Tag line for the employees - VIP and special guests treatments and amenties - Online reputation (+9 score at Booking.com in all buildings) - To create a new ‘Paperless’ Project for the company - To create a new phone plan for all buildings in order to optimize internal and external guest calls. - HHRR: A new HHRR Manual for Operations Department with new selection criteria, interviews, Welcome Manual and onboarding training for the employees.

  • Manager On Duty -MOD

    Fairmont Rey Juan Carlos I - Barcelona, Spain

    Management
    August 2015 - April 2018 · 2 years and 9 months

    As a Manager on Duty I supervised the property, coordinating with all Hotels Departments to ensure that guest satisfaction are achieved, improving and optimizing the synergies between them, handling all guest complaints, resolving issues, managing daily meetings and realizing all Guest Relations Department functions.

  • Guest Relations

    Fairmont Rey Juan Carlos I - Barcelona, Spain

    Guest Relations
    April 2014 - September 2015 · 1 year and 6 months

    After three years in Sales Department, I moved to Guest Relations Department. As a Guest Relations I tried to respond to guests needs and anticipate their unstated ones. Oversee and coordinate VIP/special guests' arrival and departure, greet them at arrival and bid them farewell as they leave. Essentially, to ensure that my guests were fulfilled from the moment they step into the hotel until they leave.

  • Sales Executive

    Fairmont Rey Juan Carlos I - Barcelona, Spain

    Sales & Marketing
    April 2011 - April 2014 · 3 years and 1 month

    In 2011 I became part of Fairmont Rey Juan Carlos I, starting in Hotel & Congress Center Event Sales Department. Reporting to the Sales Director, I was presenting group quotations, negotiating all terms and conditions of the contracts, conducting Site Inspections with the clients, checking customer satisfaction and resolving any issues to ensure repeat business.

Education

  • Máster en Dirección de Comunicación, RRPP y Protocolo

    ESERP - Barcelona, Spain

    September 2009 - July 2010

  • Bachelor in Business Management

    Staffordshire, UK - Barcelona, Spain

    September 2008 - September 2009

  • Licenciatura en Publicidad, Comunicación y RRPP

    ESERP - Barcelona, Spain

    September 2005 - July 2009

  • Ciclo formativo grado superior en Animación Turística

    CETT-UB Tourism / Hospitality / Gastronomy - Educational & Research - Barcelona, Spain

    September 2003 - July 2004

Languages

4 languages

  • Spanish

    Native or fluent

  • Catalan

    Native or fluent

  • English

    Native or fluent

  • French

    Notions

Personal information

Nationalities

  • Spanish

Date of birth

August 09th 1984

Additional Information

1 information shared

  • Introduction

    Experienced Duty Manager with a demonstrated history of working in the hospitality & travel industry. Skilled in Hotel Management, Luxury Customer Service, Event & Sales Management and fluent in Catalan, Spanish, French and English. Strong operations professional with a Business Administration and Advertising & Public Relations careers and focused in Hospitality & Business Travel Management.

Connections
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Laura Fuentes
Especialista Internacional de Talento y Reclutamiento - HR at CPM International
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