Monica Serra Bataller

Work Experience

Corporate Entertainment Director                              08/2024 to 08/2025 Blue Diamond Resorts / Royalton Hotels & Resorts

This corporate position did not previously exist in BDR

Creation of programs and theme concepts.

Scripts and manuals; trainings.

 Supervision of activities, programs and equipment

Organization of the first Entertainment Summit for all the chief entertainers

Hiring of entertainment managers

Selection, contracting and supervision of happenings and shows  according to hotel type and trends .

Creation of exclusive shows

 Budget control, equipment purchase, Capex

Creation of parties, themed dinners, activities related to the country, and creation of events

Freelancer as virtual assistant                                                                        2024

              Workana

Copywriter, books corrector, editor, creative writer, and virtual assistant.

Creating e books, coaching workbooks.

Vacations rental assistant.

Guest Experience Director                                                                                 06/2023 to 12/2023

              Secrets Tulum Resort / Beach Club – Tulum, Quintana Roo

First All Inclusive hotel in Tulum. Santa Fe Hotel Group

Responsible for creating and monitoring the Customer Experience, as part of the hotel's Executive Committee.

Responsible for the Entertainment, Concierge, Telephone Operator, Pool Concierge departments, and for creating all the sensory architecture. Lighting, music, aromatization and set ups of the areas.

Monitoring and responses to satisfaction surveys

Empowerment for compensation

Executive weekend guards

General  Manager                                                                                                        01/2022 to 05/2023

Easytex – Cancún, Quintana Roo

Textile company dedicated to the production of decorations for hotels throughout the Riviera Maya, Cancun and Caribbean Islands

My main function was to keep the team motivated to increase production and Supervision in both Programming, Quality and logistics to avoid errors as much as possible.

Responsible for the implementation of HR actions. I achieved a stable workforce and greater employee satisfaction.

Managing staff

Organization of logistics calendars

Establishment of procedures and training

Realtor                                                                                                                                     02/2021 to 12/2021

Maya Ocean Real State – Playa del Carmen, Quintana Roo

With clients from Canada, EEUU, México and Spain.

Operations Director of two Vacation Rental companies. 02/2021 to 12/2021

             B2B vacations & Tulumeando  - Cancún y Tulum

• Organize the daily operations of Concierges, maintenance, cleaning staff; upselling strategies, customer service training and communication with guests.

Resident Manager                                                                      02/2019 to 05/2020

Paradisus Cancún - Cancún, ROO

• Supervise the operation, with strong leadership in team motivation, training and service training, as well as - my other role, increase other incomes.
• creator of a brochure with additional packages "Premium moments" and responsible for training the personnel involved with sales techniques, thus achieving increased revenue in "Other Incomes".
• MOD on weekends
• Creation and preparation of a specific training called "luxury", where I showed what a luxury service is and how it is achieved. Aimed at all Front staff..

Resident Manager                                                                      08/2018 to 10/2019

Meliá Coco Beach - Río Grande, Puerto Rico

• I worked on the pre-opening plans, distributing the tasks to prepare the SOPs adapted to the new hotel offer.
• I developed the Program of Activities and gastronomic offer together with our external partners for A&B
• (The hotel was sold and I was transferred to Cancun).

Experience Director                                                                   12/2017 to 01/2019

Paradisus Palma Real - Bávaro, Punta Cana

• During my time as Director of Experiences at Paradisus Palma Real, in addition to my job duties, I was training as a hotel manager, sharing some of the tasks with the hotel manager.
• Some of the tasks of the position were: Create unique, personalized and innovative sensory experiences that are supported by all the hotel departments that deal directly with guests.
• Promote a genuine and creative attitude that will guarantee the delivery of the brand's attributes and values, maintaining the product and the image of the brand, as well as the story that it tells through its standards.
• In charge of Community Management, sustainability, guest relations, activities, Quality, Sensory Architecture and PBX.
• During that year I was also trained in different departments such as Reservations, Income and Sales.
• I contributed to the improvement of the Activities program, adapting it better to the brand.

Máster Force Guest Experience                                              07/2017 to 12/2017

Meliá Caribe Tropical - Bávaro, Punta Cana

• Support the hotel's Guest Experience Manager to establish a department that did not exist.
• Form, correct, implement, convince and establish the new bases of the department.

Guest Experience Director                                                        09/2015 to 05/2017

Meliá Braco Village - Trelawny, Jamaica

• I led the following departments: Activities, Spa, Guest Services, Melia Connect (PBX) and Quality, Also being the Brand Ambassador, making sure that the hotel meets the brand's standards, working closely with the General Director .
• From the pre-opening, I participated in the monitoring of the work, I led the reopening party of the hotel, I carried out all the training of standards and culture of MHI, apart from structuring all the departments that were under my responsibility and training their members .
• Together with the team, we managed to place Meliá Braco Village among the TOP 5 hotels of the company in terms of Quality and customer satisfaction.

Global Guest Experience Director                                           04/2011 to 09/2015

Meliá Hotels International - Palma de Mallorca, Illes Balears

• As a Global Guest Experience of the Tryp by Wyndham and Sol Hotels & Resorts brands, my work was strategic and at the same time operational.
• I created working together with the Marketing Director for the same brands, all Brand identity strategies, including rebranding, since we created all the new concepts of the Sol brand and its implementation (this led me to live a month in Bali)
• Creation of service standards.
• Implementation of the new identity and service standards in all hotels.
• Creation of new products. One of the greatest achievements, together with the person in charge of RRSS, was the idea and creation of the FIRST TWEET EXPERIENCE HOTEL DEL MUNDO, with an article published in TIME magazine and great repercussion worldwide.