LAURA OSORES
Vienna
Summary
Tourism and Hospitality professional with solid background in managing high-performing sales teams and driving revenue growth. Known for strong focus on team collaboration and delivering results, with reliable and adaptable approach to changing market demands. Proficient in strategic planning, client relationship management, and sales strategy development, ensuring success and growth in competitive environments.
Overview
15
15
years of professional experience
Work History
Groups & Events Sales Manager
MELIA HOTELS INTERNATIONAL - Melia Vienna
01.2024 - Current
- Drive sales strategies for MICE and group bookings, consistently surpassing revenue goals across rooms, F&B, and events.
- Oversee group operations from quotes to contracts, ensuring smooth interdepartmental coordination.
- Successfully drive our team operations in line with our hotel chain’s standards and procedures.
- Manage budgets, analyze market trends, and deliver reports to support strategic decisions and business growth.
- Lead and mentor sales teams, train staff on Salesforce CRM (MARS), and boost conversions through pricing strategy and site inspections.
Reservations Support and Groups Tour Leader
EMILIA VIAJES - Family business - Madrid
01.2012 - Current
- Led and crafted unforgettable group travel experiences (10–55 pax), designing custom tour packages and itineraries by discovering new destinations and ensuring seamless logistics for exceptional client satisfaction as a tour leader. (2021-2024)
- Transformed group clients loyalty into lasting relationships by developing personalized travel services for individual clients, launching a new service line that expanded our agency's offer.
- Managed bookings, optimized travel and communication processes, implemented new invoices software, and negotiated supplier contracts to maximize efficiency and client satisfaction.
Deputy Manager
CATALONIA HOTELS & RESORTS | Catalonia Berlin Mitte
01.2014 - 01.2021
- Led operational teams and recruitment, training, and performance management, enhancing overall team communication, support and service quality.
- Successfully managed the full hotel closure and reopening process during COVID-19, ensuring compliance, smooth communication, and operational continuity.
- Implemented cost-effective strategies that increased profitability while maintaining high occupancy rates and guest satisfaction.
- Collaborated with cross-functional teams to drive continuous improvement initiatives throughout the organization.
- Improved operational efficiency by streamlining processes and implementing best practices.
- Enhanced employee performance by providing regular feedback, coaching, and training opportunities.
Front Office Manager
CATALONIA HOTELS & RESORTS | Catalonia Grand Place
09.2017 - 11.2019
- Led the front office team, elevating service standards and guest satisfaction through warm welcoming.
- Successfully managed the complete hotel closure process, including communication, inventory, finances, and legal compliance.
- Collaborated with executives to ensure a smooth, disruption-free transition for both guests and staff.
- Recognized for strong leadership and crisis management, maintaining team morale and operational stability during a challenging period.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created monthly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
Front Office Receptionist
CATALONIA HOTELS & RESORTS | Catalonia Atocha
12.2014 - 11.2016
- Completed a front desk internship at Hotel Catalonia Plaza Mayor while balancing full-time work and university studies, demonstrating strong commitment and adaptability.
- Supported multi-shift reception operations, gaining hands-on experience in guest services, room assignments, and daily front office procedures.
- Promoted to Receptionist at Hotel Catalonia Atocha, where I managed check-ins/outs, payments, and reservations with a strong focus on guest satisfaction.
- Reduced wait times for callers, promptly answering phone lines and directing calls as needed.
- Maintained a high level of professionalism while handling sensitive customer information, ensuring privacy and confidentiality.
Chief of Reception
HOSTAL MARTIN, CERVELO & ABADIA | Madrid
01.2010 - 12.2014
- Led front office operations across three hostels and a student residence.
- Successfully managed group bookings and daily reservations, streamlining check-in/out processes and personalized guest support.
- Optimized revenue by adjusting rates and availability via multiple channel managers, improving occupancy and profitability.
- Led initiatives projects to enhance and expand room services, increasing guest satisfaction and service value.
Education
Master - Hospitality Management
Universidad de Sevilla
01.2017
Degree - Tourism
Universidad Rey Juan Carlos
01.2016
Flight Hostess Training - undefined
Abaco
01.2010
Skills
- Travel Planning & Coordination
- CRM Tools, Revenue and PMS Software's Proficiency (Sales Force, Focus, Opera, Sap, Duetto, Magnolia)
- Microsoft Office Suite Proficiency (Word, Excel, PowerPoint, Outlook)
- Advanced Excel Skills: Report Generation and Pivot Table Analysis
- Comprehensive and Adaptive Team Leadership and Training
- Multicultural Communication & Collaboration
- Creative Problem Solving
- Client Relationship Management
- Relationship building
- Staff management
- Goals and performance
LANGUAGES
Spanish - Native
Englisch - C1
French - C1
German - B1
Beyond Work
- Photography
- Handicrafts
- Animal Welfare & Protection
- Technology & Software Learning
- Social and cultural diferences through history.
Timeline
Groups & Events Sales Manager
MELIA HOTELS INTERNATIONAL - Melia Vienna
01.2024 - Current
Front Office Manager
CATALONIA HOTELS & RESORTS | Catalonia Grand Place
09.2017 - 11.2019
Front Office Receptionist
CATALONIA HOTELS & RESORTS | Catalonia Atocha
12.2014 - 11.2016
Deputy Manager
CATALONIA HOTELS & RESORTS | Catalonia Berlin Mitte
01.2014 - 01.2021
Reservations Support and Groups Tour Leader
EMILIA VIAJES - Family business - Madrid
01.2012 - Current
Chief of Reception
HOSTAL MARTIN, CERVELO & ABADIA | Madrid
01.2010 - 12.2014
Degree - Tourism
Universidad Rey Juan Carlos
Flight Hostess Training - undefined
Abaco
Master - Hospitality Management
Universidad de Sevilla
Similar Profiles
Sergio Manuel Alcina PupoSergio Manuel Alcina Pupo
Cluster Chief Engineer at Meliá Hotels International, Melia Serengeti Lodge Member of Melia Collection, Ngorongoro Lodge Member of Melia CollectionCluster Chief Engineer at Meliá Hotels International, Melia Serengeti Lodge Member of Melia Collection, Ngorongoro Lodge Member of Melia Collection
Edward DiLucaEdward DiLuca
Regional Director of Operations at MELIA HOTELS INTERNATIONALRegional Director of Operations at MELIA HOTELS INTERNATIONAL
RAMON DE CASTRORAMON DE CASTRO
Assistant Front Desk Manager at Melia Hotels InternationalAssistant Front Desk Manager at Melia Hotels International