Anantara Villa Padierna Palace –

What I did

During this cross‑training programme, I rotated through Housekeeping, Front Office, Guest Relations and Reservations in a luxury resort environment. This allowed me to understand how each department contributes to the guest journey and to see in practice how standards such as LQA, Anantara brand standards and Leading Hotels of the World quality requirements are translated into daily operations.

Front Office (FO)

Housekeeping (HK)

• Learned daily and periodic cleaning procedures, implementation of LQA and Anantara standards and supervision protocols.

• Observed how room attendants’ work is distributed, how shifts are planned according to occupancy, and how departmental expenses and monthly inventories are managed.

• Supported room‑status updates, lost‑and‑found registration, maintenance reporting and supervision of rooms and public areas.

• Gained exposure to reception operations including reservations handling, check‑in/check‑out, billing and first‑line complaint management.

• Followed daily routines such as managing no‑shows and complimentary rooms, checking previous day voids and upselling, reviewing occupancy and availability, and monitoring incidents and guest complaints.

• Observed reconciliation of rooms, group and event billing, credit limits and cash handling, as well as scheduling, departmental purchasing and quality‑standard compliance (LHW).

Guest Relations (GR)

• Participated in welcoming and accompanying guests, including VIP arrivals, and learned how pre‑contact emails are used to personalise stays.

• Assisted in organising special moments and amenities, monitoring guest preferences and coordinating with other departments to meet specific needs.

• Supported quality‑control follow‑up and contributed to service recovery, as well as providing back‑up as hostess, porter and concierge when needed.

Reservations (RV)

• Observed how accommodation and related services are sold, how production, budgets and quality targets are monitored, and how the reservations team contributes to revenue.

• Followed up on procedures related to bookings, guest assistance and information flow, including administrative, billing and commercial functions, and interdepartmental communication with Housekeeping, Technical Services and Hotel / Commercial management

Achievements

• Developed a case study named 'From Virtual Replica to Real Revenue: Digital Twins, Front- Desk Upselling, and Cross- Departmental Operations in Hotels' on how Hotelverse use at Front Desk could help to upsell better and lower HK cost.

• Designed Excel sheets with macros to automate room allocations, external laundry control, and staff holidays/leaves scheduling, reducing daily administrative time by up to 1 hour per day and improving accuracy in monthly room-cleaner updates.

• Also supervised LQA quality standards alongside the assistant housekeeper to ensure compliance with luxury resort benchmark.

Cross‑training intern – Rooms Division | Jul 2025 – Jan 2026 · Benahavís–Marbella, Spain

Noyane Marbella-

What I did

At NOYANE Marbella, a restaurant by Stoneweg, Pont Ventures and Richard Sandoval Hospitality (set at Hard Rock Hotel Marbella), I led key parts of the opening and day‑to‑day operations. The role combined project management, provider negotiations and on‑the‑floor follow‑up, allowing me to connect concept development and brand positioning with concrete service and operational decisions.

Key responsibilities

• Acted as the main link between the pop‑up concept, the hotel property and the operator, defining how to integrate NOYANE into the guest journey (including menu inclusion in half‑board options and on‑property communication).

• Worked closely with the hotel Front Office to manage bookings through CoverManager, ensuring availability, guest information and special requests were aligned between FO and the restaurant.

• Coordinated cross‑marketing campaigns with the hotel and partners, creating a coherent commercial calendar across on‑site, digital and B2B channels.

• Created the sales brochure and developed the commercial strategy for key segments (in‑house guests, local clientele, events and groups), defining pricing, offers and upselling opportunities.

• Led and coordinated all marketing activities for the pop‑up, from brand storytelling and digital presence to PR, ensuring alignment with Richard Sandoval Hospitality standards and Pont Venture objectives.

• Oversaw the onboarding of operational systems (reservations, POS‑related processes, reporting spreadsheets), helping the team work with consistent procedures and data.

Achievements

• Contributed to a smooth pre‑opening and ramp‑up phase in a record time of two months during high summer season by aligning recruitment, decoration, construction works, training and supplier logistics with the planned launch timeline.

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• Helped refine the on‑site guest experience through menu storytelling and operational adjustments based on early guest feedback and performance indicators.

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• Strengthened integration between the pop‑up and the host hotel by aligning Front Office bookings, half‑board inclusion and joint campaigns, supporting both guest satisfaction and outlet revenue.

F&B Project Manager · Jun 2024 – Mar 2025 · Marbella, Spain

Teatro Eslava –

What I did

At Teatro Eslava, an historic venue combining dining, events and entertainment, I led the commercial and brand strategy while coordinating multiple agencies and partners. The role required balancing artistic programming, F&B, ticketing, events and nightlife, and gave me experience aligning different revenue streams under one coherent guest experience

Key responsibilities

• Developed and executed commercial strategies for events, concerts, dining and entertainment, defining objectives, target segments and key offers across the venue’s different business lines.

• Managed brand storytelling and digital marketing, ensuring the venue’s historic identity and contemporary positioning were reflected consistently online and offline.

• Coordinated three specialised agencies (branding, digital marketing and PR), setting shared goals and aligning campaigns, content and press actions.

• Worked directly with ticketing partner Fever Up, overseeing event positioning on the platform grid, monitoring real‑time ticket sales, resolving technical issues and applying upselling techniques based on demand.

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• Led B2B marketing and business development with agencies, event organisers and corporate clients, promoting the venue for private events and brand activations.

• Supported the General Manager in developing event content and negotiating with third‑party promoters to secure attractive shows and collaborations.

• Monitored performance indicators (ticket sales, covers, bar revenue, campaign metrics) and used them to refine programming, offers and communication priorities.

CMO & Business Development Manager · Aug 2022 – Apr 2023 · Madrid, Spain

Achievements

• Reduced marketing and service‑provider costs by approximately 50% by renegotiating contracts and onboarding new agencies and partners.

• Increased PR visibility by around 30%, securing more and higher‑quality media coverage for the venue.

• Expanded the concerts and events agenda by about 80%, strengthening the venue’s appeal and programming density.

• Integrated Teatro Eslava into Madrid’s official tourism portal (Destino Madrid), enhancing its positioning as a cultural and nightlife reference in the city.

• Negotiated improved commercial conditions with Fever Up, consolidating the venue’s status as a key wholesaler on the platform and optimising ticketing strategy.

Grupo Mercado de la Reina –

What I did

As co‑founder of Grupo Mercado de la Reina, a multi‑unit hospitality group in central Madrid, I led brand strategy, marketing and a large part of the commercial and guest‑experience vision from the first opening through later expansions. Over nearly two decades, this role combined entrepreneurship, concept creation and operations support, giving me a 360º view of how to build and sustain successful F&B businesses.

Key responsibilities

• Defined and evolved the group’s brand architecture and positioning across its different venues, ensuring a coherent identity and service standard in a highly competitive city‑centre location.

• Led all marketing and communication, including strategy, campaigns and content for websites, Instagram and other social media channels, aligning online presence with the on‑site guest experience.

• Created and maintained commercial sales dossiers for events and group bookings, tailoring them to different client segments and updating them as the portfolio of spaces, menus and services evolved.

• Coordinated all professional photoshoots and visual assets, from brief to selection and use, ensuring imagery reflected each venue’s concept and supported both PR and sales efforts.

• Participated in concept development and openings, supporting business plans, pre‑opening marketing, launch activation and ongoing optimisation based on guest feedback and performance data.

• Oversaw omnichannel initiatives (reservations platforms, delivery, website bookings) and analysed KPIs such as covers, average check and guest feedback to refine menus, promotions and service standards.

Co‑founder & CMO · Jan 2003 – Jul 2022 · Madrid, Spain

Achievements

• Contributed to building a group that serves around 250,000 guests per year, reinforcing consistent brand and service standards across all venues.

• Maintained commercial relationships with approximately 180 partner agencies, supporting a steady flow of group reservations, events and corporate business.

• Helped drive the sale of around 16,000 group menus per year, creating tailored offers and sales materials that made it easy for agencies and clients to book.