Wilar Ademar Ademar Peña Palomino
Wanchaq
Summary
Versatile Guest Experience Supervisor with background in managing teams and ensuring optimal guest satisfaction levels. Strengths include strong leadership skills, effective communication, conflict resolution, and customer service orientation. Significant experience in facilitating a welcoming environment for guests while managing operational tasks efficiently. Past roles have demonstrated results in enhanced guest experiences and improved team performance.
Overview
18
18
years of professional experience
Work History
Guest Experience Supervisor
JW Marriott el Convento Cusco
05.2025 - 10.2025
- Supervised guest services team to enhance overall experience and satisfaction.
- Coordinated daily operations to ensure seamless service delivery for guests.
- Trained staff on customer service protocols and JW Marriott standards.
- Resolved guest concerns promptly to maintain high service quality.
- Developed and implemented procedures to improve guest interaction processes.
- Collaborated with departments to streamline communication and service flow.
- Informed management of trends in guest feedback for strategic improvements.
- Maintained accurate records of customer interactions, transactions, comments and complaints.
- Performed administrative duties such as preparing reports or tracking data related to guest experiences.
Recepcionista Senior (Supervisor)
Casa Andina Premium Cusco
Cusco
05.2022 - 04.2025
- Trained and mentored staff on hospitality standards and best practices.
- Coordinated schedules and resources to optimize workflow efficiency.
- Resolved guest complaints and provided exceptional customer service solutions.
- Collaborated with management to improve operational processes and guest experiences.
- Encouraged teamwork among subordinates by promoting a positive work culture.
- Developed monthly reports detailing progress towards project goals.
Ejecutivo de Ventas
Inca Rail
05.2018 - 12.2020
- Engaged customers to understand travel needs and offer personalized solutions.
- Collaborated with team members to enhance product knowledge and service quality.
- Demonstrated rail service features and benefits to potential passengers effectively.
- Resolved customer inquiries and complaints promptly, ensuring satisfaction throughout the process.
- Developed key customer relationships to increase sales.
- Resolved customer complaints promptly and efficiently.
- Advised customers on the latest product features and benefits.
Asesor de Ventas
Promotora Opción
02.2018 - 04.2018
Asesor de Seguros
Pacifico Seguros
09.2016 - 01.2018
Recepcionista
Los Portales Hotel
05.2016 - 08.2016
Recepcionista
Casa Andina Classic (Catedral)
01.2014 - 11.2015
Counter de ventas y Agente de Operaciones
Inca World Perú
10.2014 - 01.2014
Supervisor de Encuestas
Arellano Marketing
08.2012 - 09.2012
Jefe de operaciones
Machu Travel Perú
04.2012 - 06.2012
Counter
Mely Tours Tour Operador
03.2012 - 04.2012
Asesor de Ventas
Arte Aragón
02.2011 - 03.2012
Supervisor de encuestas
Arellano Marketing
10.2010 - 11.2010
Encuestador
Arellano Marketing
05.2010 - 06.2010
Asesor de Ventas
Arte Aragón
08.2007 - 03.2009
Education
Programa Académico Profesional de Turismo -
Universidad Andina del Cusco
06.2007 - 01/2013
Educación Escolar -
Colegio Particular San Antonio Abad
Skills
- Staff training
- Team supervision
- Guest service standards
- Operational coordination
- Complaint resolution
- Process improvement
- Data tracking
- Positive reinforcement
- Collaboration skills
- Sales support
- Strong empathy
- Guest recovery
- Team member development
- Reservation management
- Microsoft office proficiency
Personal Information
- Date of Birth: 08/08/87
- Place of Birth: Cusco
Languages
- German
- English, Advanced, ECCE (Michigan Examination for the Certificate of Competency in English)
- German, Basic
Languages
Spanish
First Language
English
Advanced
C1
German
Beginner
A1
Timeline
Guest Experience Supervisor
JW Marriott el Convento Cusco
05.2025 - 10.2025
Recepcionista Senior (Supervisor)
Casa Andina Premium Cusco
05.2022 - 04.2025
Ejecutivo de Ventas
Inca Rail
05.2018 - 12.2020
Asesor de Ventas
Promotora Opción
02.2018 - 04.2018
Asesor de Seguros
Pacifico Seguros
09.2016 - 01.2018
Recepcionista
Los Portales Hotel
05.2016 - 08.2016
Counter de ventas y Agente de Operaciones
Inca World Perú
10.2014 - 01.2014
Recepcionista
Casa Andina Classic (Catedral)
01.2014 - 11.2015
Supervisor de Encuestas
Arellano Marketing
08.2012 - 09.2012
Jefe de operaciones
Machu Travel Perú
04.2012 - 06.2012
Counter
Mely Tours Tour Operador
03.2012 - 04.2012
Asesor de Ventas
Arte Aragón
02.2011 - 03.2012
Supervisor de encuestas
Arellano Marketing
10.2010 - 11.2010
Encuestador
Arellano Marketing
05.2010 - 06.2010
Asesor de Ventas
Arte Aragón
08.2007 - 03.2009
Programa Académico Profesional de Turismo -
Universidad Andina del Cusco
06.2007 - 01/2013
Educación Escolar -
Colegio Particular San Antonio Abad