Summary
Overview
Work History
Education
Skills
Philosophy Work Style
Languages
Work Availability
Quote
Timeline
Receptionist
MAITE MORCILLO

MAITE MORCILLO

Consultante en Management Opérationnel, Excellence Client, Stratégie Commerciale | Spécialiste en Gestion de Projets, Portefeuille Clients & Optimisation des Ressources
Biscarosse

Summary

With over 14 years of experience in the high-end tourism industry, consistently delivering excellence in customer relations and management. A creator of memorable experiences, an architect of trust with demanding VIP clients, and a compassionate leader capable of uniting multicultural teams towards a common goal: delivering the magic of a perfect stay.

Overview

25
25
years of professional experience

Work History

Freelance

Maé Insight Consultancy
01.2023 - Current
  • Coordonner l’ensemble des activités d’un espace de Luxe (Villas ou appartements privatifs)
  • Gérer une équipe de prestataires et intervenants
  • Appliquer la stratégie du client au sein des espaces de réservation
  • Être force de propositions pour faire monter en gamme les prestations des services Hôtellerie et Loisirs du propriétaire/client/logement
  • Gérer les résultats économiques de leurs activités
  • Assurer la mise en place, le suivi et le contrôle des normes en fonction de la législation locale
  • Garantir la prestation haut de gamme et la relation client, s’assurer de la satisfaction permanente des résidents
  • Fédérer et motiver les équipes autour d’objectifs définis
  • Veiller sur les équipements, le matériel et les infrastructures des propriétés haut de gamme.
  • Création de rituels d'accueil VIP : Welcome Experience sur-mesure.
  • Traitement immédiat des réclamations avec des solutions créatives.
  • Formation des prestataires partenaires aux normes d'excellence.
  • Analyser les avis clients pour ajuster et dépasser les attentes.

Directrice D'agence

IH
07.2021 - 12.2022
  • Gestion complète d'un portefeuille de 115 propriétés.
  • Création d'une « Charte d'Accueil Premium ».
  • Négociation et onboarding de 40 nouveaux mandats en 9 mois.
  • Animation quotidienne d'une équipe terrain.
  • Mise en place d'un baromètre de satisfaction client.
  • Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
  • Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
  • Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
  • Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
  • Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
  • Enhanced staff competency with regular training sessions, boosting productivity levels across the branch operations.
  • Complied with regulatory guidelines and requirements.

Directrice

My Goodness Sprl
01.2011 - 07.2021
  • Facilitated cross-functional collaboration for improved decision-making processes within the organization.
  • Hired and trained new employees, demonstrating best methods for serving clients and guests.
  • Increased guest satisfaction by implementing innovative customer service initiatives and staff training programs.
  • Implemented revenue management strategies to maximize room rates, occupancy levels, and overall profitability.
  • Ensured compliance with all local, state, and federal regulations related to hotel operations and licensing requirements.
  • Developed and implemented marketing strategies to promote hotel services.
  • Increased customer service ratings through personable service.
  • Developed strong partnerships with local businesses to create exclusive offers and packages for hotel guests.
  • Streamlined check-in/check-out processes by introducing new technology solutions, reducing wait times for guests.
  • Analyzed market trends to adjust pricing strategies, keeping hotel competitive while maximizing profits.

Directrice Opérationnelle

Belgacom SA
01.2009 - 12.2011
  • Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
  • Monitored budget and utilized operational resources.
  • Oversaw day-to-day production activities in accordance with business objectives.
  • Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
  • Conducted regular performance reviews to assess team progress, providing constructive feedback and guidance for continuous improvement.
  • Defined, implemented, and revised operational policies and guidelines.
  • Developed and executed strategic plans to achieve organizational goals and drive sustainable growth.
  • Established strong partnerships with vendors, suppliers, and key stakeholders to improve collaboration and ensure alignment with business requirements.
  • Managed budgets and resources, optimizing allocation for maximum impact on business objectives.
  • Mentored and coached team members to foster productive and engaging work environment.

Process Manager

Belgacom SA
01.2005 - 12.2009
  • Collaborated with cross-functional teams to identify areas of improvement, leading to increased efficiency across departments.
  • Achieved cultural shifts and process change through tenacious determination and interpersonal skills.
  • Reduced production costs through the optimization of resources and the elimination of waste.
  • Maintained a strong focus on customer satisfaction by consistently delivering high-quality products or services on time without compromising on safety or regulatory requirements.
  • Gathered and analyzed large amounts of data to determine improvement projections.
  • Fostered a culture of collaboration among team members by promoting open communication channels and encouraging idea sharing for optimal problem-solving strategies.

Buyer

BMS
01.2000 - 12.2006
  • Built long-term supplier relationships with vendors to establish quality and competitive pricing.
  • Collaborated with internal departments to better understand needs and determine purchasing requirements.
  • Reduced procurement costs through strategic sourcing, competitive bidding, and effective negotiations.
  • Developed strong relationships with suppliers to secure favorable pricing terms and conditions for the company''s benefit.

Education

Certification - Relation Client

Formapack
01.2023

Master - Sciences et Gestion du Tourisme

ULB
06-1998

Skills

  • Strategic Client Relationship Management
  • Creation Of Tailored Experiences
  • Animation d'équipe multiculturelle
  • Proactive Claims Management
  • Operational Excellence
  • Detail-Oriented Approach
  • Online Reputation Management
  • Client Satisfaction Analysis
  • Strong Interpersonal Communication
  • Emotional Intelligence
  • Interpersonal Skills
  • Detail-Oriented Approach
  • Creative Problem Solving
  • Interpersonal Charisma
  • Authentic Smile
  • Collaborative Mindset

Philosophy Work Style

Accueillir, c'est créer une émotion. Servir, c'est anticiper avant même qu'on me demande. Manager, c'est inspirateur par l'exemple. J'ai fait de chaque sourire, chaque détail, chaque solution sur mesure, une signature personnelle. Ma mission n'a jamais été d'appliquer une procédure, mais de transformer chaque séjour en moment inoubliable.

Languages

anglais
Bilingual or Proficient (C2)
espagnol
Intermediate (B1)

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Timeline

Freelance

Maé Insight Consultancy
01.2023 - Current

Directrice D'agence

IH
07.2021 - 12.2022

Directrice

My Goodness Sprl
01.2011 - 07.2021

Directrice Opérationnelle

Belgacom SA
01.2009 - 12.2011

Process Manager

Belgacom SA
01.2005 - 12.2009

Buyer

BMS
01.2000 - 12.2006

Certification - Relation Client

Formapack

Master - Sciences et Gestion du Tourisme

ULB

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MAITE MORCILLOConsultante en Management Opérationnel, Excellence Client, Stratégie Commerciale | Spécialiste en Gestion de Projets, Portefeuille Clients & Optimisation des Ressources