Freelancer profile translated to English.
Back to original languageAbout Stéphanie
Consultant and Trainer in Hospitality and Tourism | Expert in Customer Welcome and Experience in Hospitality.
Entrepreneur, trainer, and passionate hotelier with over 20 years of experience, including 10 in luxury hospitality abroad and in France. My field skills acquired in major groups such asAccor and Marriott Internationalare directly related to accommodation, customer experience, operations, and quality.
Audits | Consulting | Support | Training in Hospitality and Tourism
Specialties:
- Customer welcome and experience.
- Customer journey.
- Process improvement.
- Service quality.
- Motivating and inspiring your teams!
Areas of Activity:
- Hotels and outdoor hotels.
- Restaurants.
- Tourism (visitor attractions & leisure)
Tailor-made services:
- Audits (pre-audit - mystery shopper - on-site audit)
- Consulting & support (directors and service leaders)
- Tailor-made training and coaching programs.
- Facilitation of workshops, webinars, or Masterclasses on Customer Welcome & Experience.
- Review or implementation of procedures.
- French-Spanish-French interpretation.
Contact:
Mon Conseiller Hôtelier --
Granville (50400) - Normandy
Spanish
Native or bilingual
French
Native or bilingual
English
Native or bilingual
Can work on-site
Granville (up to 50km), St.-Lô (up to 50km), Paris (up to 50km), Saint-Malo (up to 10km), Caen (up to 10km)
Experience
- Mon Conseiller HôtelierConsultant Trainer | Founder CEOCONSULTING AND AUDITSJuly 2023 - Today (2 years and 11 months)Granville, FranceAudits | Consulting | Support | Training in Hospitality and Tourism Specialties:- Customer welcome and experience.- Customer journey.- Process improvement.- Service quality.- Motivating and inspiring your teams! Areas of Activity:- Hotels and outdoor hotels.- Restaurants.- Tourism (visitor attractions & leisure) Tailor-made services:- Audits (pre-audit - mystery shopper - on-site audit)- Consulting & support (directors and service leaders)- Tailor-made training and coaching programs.- Facilitation of workshops, webinars, or Masterclasses on Customer Welcome & Experience.- Review or implementation of procedures.- French-Spanish-French interpretation. Contact: Stéphanie DORENLOR DEL RISCO CEO - consultant - trainer [email protected] + 33 0661248438
- FIM CCI FormationTrainer | Assistant Manager Leisure Accommodation Catering & ALMHR Cuisine ExpertEDUCATION AND E-LEARNINGNovember 2022 - June 2024 (1 year and 8 months)Saint-Lô, FranceTrainer for the THR (Tourism - Hospitality - Catering) programGroups: from CAP to Bac +2- Design, preparation, and delivery of training for apprentices (maître d'hôtel, waiters, receptionists, assistant managers, and chefs). Modules / Subjects taught:- Welcoming the customer in their Leisure-Accommodation-Catering establishment.- Managing customer relations throughout the service.- Communicating appropriately within the HCR establishment.- Measuring customer satisfaction in line with the HCR sector's quality approach.- Customer service and complaint management.- Customer experience.- Professional conduct.- Professional appearance.
- Prévithal Thalasso Spa marin Resort GranvilleReceptionistHOSPITALITYApril 2019 - July 2019 (3 months)Donville-les-Bains, France- Customer reception.- Room assignment.- Taking reservations by phone, walk-in, email, and OTAs.- Selling packages (treatments + accommodation) according to customer needs.- Providing tourist information.- Handling customer requests.- Managing the cash register.- Checking rooms and potentially assisting housekeeping staff on floors.
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Education
- Degree in Tourism and TranslationColegio Mayor de Bolivar2003Licence Tourisme et traduction
Certifications
- Creation and Development of a Training BusinessWalter Learning2024
- Welcoming a Customer with a Disability: Access for All to HCR ServicesUMIH Formation2023