Summary
Overview
Work history
Education
Areas Of Expertise
Accomplishments
Languages
Timeline
Generic

ERICA DIAS

London

Summary

Results-driven property professional with over 3 years’ experience managing guest operations in luxury serviced apartments. Proven ability to oversee site operations, ensure compliance, and deliver exceptional service to VIP and corporate clients while coordinating cross-functional teams. Seeking a dynamic and challenging role to further develop my skills and contribute to the success of a forward-thinking property management team.

Overview

3
3
years of professional experience

Work history

Senior Guest Experience Coordinator

QIG / Q Apartments London
London
10.2023 - 07.2025
  • Orchestrated the comprehensive management of a 380-unit serviced apartment portfolio, consistently delivering exemplary service standards and cultivating robust stakeholder relationships.
  • Championed cross-departmental collaboration among housekeeping, maintenance, and operations teams, expediting issue resolution and enhancing guest readiness, resulting in a 30% improvement in turnaround times.
  • Served as the principal escalation liaison for high-profile corporate and relocation clients, partnering with account managers and contractors to provide bespoke solutions, driving a 30% increase in client satisfaction and retention.
  • Streamlined financial operations by rigorously overseeing invoice reconciliation and expediting payment collections, while enforcing strict compliance through vigilant monitoring of Airbnb policy breaches and subletting activities.
  • Revitalised communication protocols, boosting efficiency by 40% through the deployment of integrated workflows across HubSpot CRM, Res:harmonics, and Kanban platforms, significantly enhancing client engagement and operational transparency.

Remote Guest Services Agent

Still Life Global London
London
05.2022 - 10.2023
  • Orchestrated flawless guest journeys from check-in through departure, consistently elevating satisfaction and delivering comprehensive property orientations.
  • Functioned as the central liaison for guest relations, swiftly resolving inquiries and escalations with professionalism to uphold exceptional service standards.
  • Executed rigorous property inspections, proactively identifying and rectifying issues to minimise complaints and preserve premium quality.
  • Fostered seamless collaboration between housekeeping and front-of-house teams, driving operational consistency and peak efficiency.
  • Analysed and reported critical KPIs, enabling strategic, data-driven decisions that maximized revenue growth through targeted property viewings and open houses.

Education

BA (Hons) - International Tourism Management

Middlesex University

BTEC Level 3 Extended Diploma - Travel & Tourism

Waltham Forest College

GCSEs - undefined

Park View High School

Areas Of Expertise

  • CRM tools(HubSpot)
  • Prospecting(Outreach)
  • Problem-Solving
  • Crisis Communication
  • Client Conflict Resolution & Escalation Handling
  • Maintenance Coordination & Property Oversight
  • Team Training & Cross-Functional Collaboration
  • Client Engagement & Retention Strategy
  • Contractor Oversight & Work Orders
  • Invoice Reconciliation & Payment Chasing

Accomplishments

  • Spearheaded the implementation of HubSpot CRM workflows, slashing guest complaint resolution times by 40% and boosting operational efficiency across departments.
  • Orchestrated seamless coordination for VIP and corporate clients, driving a 30% increase in repeat business and strengthening key account loyalty.
  • Designed and enforced robust operational protocols for guest services and maintenance requests, reducing service errors by 35% and standardising excellence.

Languages

English
Fluent
Portuguese
Native
Spanish
Upper intermediate

Timeline

Senior Guest Experience Coordinator

QIG / Q Apartments London
10.2023 - 07.2025

Remote Guest Services Agent

Still Life Global London
05.2022 - 10.2023

GCSEs - undefined

Park View High School

BA (Hons) - International Tourism Management

Middlesex University

BTEC Level 3 Extended Diploma - Travel & Tourism

Waltham Forest College

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ERICA DIAS