Febe Castillo
Customer Hospitality Manager
Tegucigalpa
Summary
Results-driven Customer Service and Sales Manager with nearly four years of experience in the vacation rental industry. Adept at leading high-performing teams, optimizing customer experience, and driving revenue growth. Fluent in English and Spanish, with strong expertise in customer relationship management, hospitality, and sales. Proficient in industry-leading booking platforms including Airbnb, VRBO, Marriott Homes & Villas, and Booking.com. Passionate about providing 5-star guest experiences and implementing innovative customer service solutions to enhance satisfaction and retention.
Additionally, highly skilled in creating and maintaining Standard Operating Procedures (SOPs) and department manuals, having developed a comprehensive guide of over 200 processes to optimize operations and enhance efficiency across multiple departments
Overview
9
9
years of professional experience
Work History
Customer Hospitality Manager
Cozi Vacation Rentals
05.2023 - Current
- Oversee customer service and sales operations, ensuring seamless guest experiences across multiple booking platforms.
- Lead and coach a team of customer service agents to optimize performance, guest relations, and operational efficiency.
- Manage escalations, resolve guest concerns, and negotiate solutions to maintain high customer satisfaction.
- Create and continuously update SOPs and department manuals to streamline processes and improve service standards.
- Develop and implement sales strategies to increase direct bookings and revenue.
- Collaborated with various departments to achieve operational excellence, boosting overall guest experience quality.
- Upheld brand reputation through strict adherence to corporate policies and guidelines relating to guest interactions and facility maintenance.
- Managed daily operations for a smooth functioning of the establishment, ensuring high-quality service delivery.
- Established emergency response protocols for seamless management of crises, ensuring the safety and well-being of guests and staff.
- Evaluated team performance regularly, recognizing outstanding contributors while addressing gaps through targeted coaching sessions or additional training as required.
Customer Service Assistant Supervisor
Cozi Vacation Rentals
10.2022 - 05.2023
- Supervised customer service agents, monitored key performance indicators (KPIs), and ensured high service standards.
- Handled guest inquiries and complaints across various booking platforms.
- Assisted in training and onboarding new team members.
Customer Service & Sales Representative
Cozi Vacation Rentals
05.2021 - 10.2022
- Provided exceptional customer support, addressing inquiries, resolving issues, and ensuring guest satisfaction.
- Achieved and exceeded quarterly sales quotas, closing deals and driving revenue.
- Built and managed a pipeline of potential guests to maximize booking conversions.
Customer Service Agent
Startek
12.2018 - 02.2020
- Provided customer support for Amazon, assisting customers with orders, refunds, and technical issues.
- Maintained high satisfaction ratings by resolving issues efficiently and professionally.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Spanish Medical Interpreter
Grupo Levanter Honduras
07.2016 - 11.2018
- Facilitated Spanish-English medical interpretation for patients and healthcare providers.
- Ensured accurate and confidential communication between non-English speaking patients and medical staff.
- Bridged language barriers, allowing Spanish-speaking patients to have equal access to healthcare services.
- Participated in interdisciplinary meetings to discuss complex cases, providing valuable insights from a linguistics perspective.
Education
Certificate of Technical Studies - Business Administration
CEUTEC
Tegucigalpa, Honduras 05.2001 -
Certificate - Heart Of Hospitality
Kennedy Training Network, Inc.
05.2001 -
Certificate - Emotional Intelligence For Managers
CHRMI
05.2001 -
Skills
- Customer Service & Hospitality Management
- Sales & Revenue Growth
- Team Leadership & Training
- Conflict Resolution & Guest Relations
- Standard Operating Procedures (SOP) Development & Documentation
- Booking Platforms: Airbnb, VRBO, Marriott Homes & Villas, Bookingcom
- Software Proficiency: Google Workspace (Docs, Sheets, Drive), HubSpot, Slack
- Bilingual: Fluent in English & Spanish
Timeline
Customer Hospitality Manager
Cozi Vacation Rentals
05.2023 - Current
Customer Service Assistant Supervisor
Cozi Vacation Rentals
10.2022 - 05.2023
Customer Service & Sales Representative
Cozi Vacation Rentals
05.2021 - 10.2022
Customer Service Agent
Startek
12.2018 - 02.2020
Spanish Medical Interpreter
Grupo Levanter Honduras
07.2016 - 11.2018
Certificate of Technical Studies - Business Administration
CEUTEC
05.2001 -
Certificate - Heart Of Hospitality
Kennedy Training Network, Inc.
05.2001 -
Certificate - Emotional Intelligence For Managers
CHRMI
05.2001 -
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