Felipe Magurno
Guest Experience Manager @Summit One Vanderbilt
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WORK HISTORY
Guest Experience Manager @Summit One Vanderbilt
New York, NY, US
Responsible for all on-floor Guest Experience operations- Supervision of the daily activities of the Guest Experience Ambassadors and Guest Experience Leads with a professional, patient, and approachable manner- Responsible for the management of schedules for all Guest Experience Ambassadors and Leads shifts, operation and training- Supervision of all Guest Experience team opening and closing procedures/tasks- Responsible for laundry and fitting operations being in constant contact with our suppliers and third parties - Provide excellent guest service while ensuring staff also provides a white glove hospitality guest first experience- Always creating a positive and motivating work environment, mentoring and leading by example - Ensuring that Guest Experience Ambassadors and Leads have all necessary tools to be successful on floor and throughout their career path - Constantly analyzing customer feedback and providing strategic direction to continuously improve the team development - Independently identifying and addressing guests issues case by case by providing appropriate solutions to achieve guest satisfaction.
EDUCATION
Senac
Master's degree, Hospitality Administration/Management
Senac
Bachelor's degree, Hospitality
ABOUT FELIPE MAGURNO
10+ years of experience in tourism and hospitality markets, inbound and outbound costumers, FIT reservations, groups and VIP Clients- Well-organized multitasker with strong detail orientation- Self-driven team player with strengths in communication, problem solver, developing interpersonal and client relationships- Possess excellent planning, organization, time management and decision-making skills- Strategically coordinate and collaborate with various professionals to maximize performance in facilitating goals and attaining operational excellence- Customer service experience via email, chat, phone and in person with experience in Sales Force, Monday and in-house software- Fluent in English, Portuguese and intermediary in Spanish.
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