Stiballitz Fabiola Segura Anguiano
S.M. 32 Mza. 1 Lte. 2 Calle Bacalar Edicifio Cibeles
Depto A-6 Fraccionamiento Fuentes de Cancún
C.P. 77508 Cancún, Quintana Roo, México
Phone: (998) 892-0852
Career Objective: To work for a leader company reaching my professional growth and
providing the highest quality to reach for the organizational goals acting with an honest and
Career Summary: Worked as a Hotel Sales & Marketing Manager for both segments:
Groups and Conventions and Tour & Travel gaining extensive and diversified
experience, as well as contacts such as clients, colleagues, suppliers, authorities and
partners. Noted for enthusiast and hard work attitudes at the work place. Goal-
oriented, with the dedication to perform all tasks with responsibility, honesty, and
efficiency. A dynamic and growth oriented professional, able to dedicate all efforts to
reach the organizational objective.
Part of the MPI Mexico Chapter’s Board of Directors, as Member Services Director
from July 2009 to July 2010.
Worked for Walt Disney World Resorts (WDW). In this capacity, have been
recognized as an effective Disney team member with the ability to train other cast
members. Awarded the Guest Fanatic Card for providing outstanding friendly
customer service. Was selected to be one of the ten pioneer international cast
members to start the Mentor Program, which worked with disadvantaged children.
Always willing to accept new roles and responsibilities on the job with adaptability
and flexibility. Self-motivated to learn new skills and procedures, with the self-
discipline to achieve a high level of performance.
Areas of expertise include:
Hotel Sales and Marketing Management
Groups and Conventions Management
Meeting Planning, MICE Business
Special Accounts and Cancellations
Training WDW staff and managers
Quality Guest service at WDW
Classroom teaching with children at WDW and Mentor Program
Teaching English as a foreign language for children
1. HOTEL SALES & MARKETING– GROUPS AND CONVENTIONS AND TOUR &
• Prepared Marketing plans and budgets.
• Met budgeted revenues and goals
• Prepared proposals and maintained a successful relationship with clients,
vendors and all involved areas at the Hotels.
• Prepared contracts and dealt with clients on all policies and requirements.
• Attended and organized plenty of sales blitzes, expositions and other events
within the Meetings and Hotel Industry.
2. MEETING PLANNING
• Successfully planned and organized incentive programs, conventions,
congresses and events of several kinds from beginning to end, based on
ISO9000 Rules and Regulations.
• Dealt with suppliers and vendors building and maintaining an efficient
• Handled challenges and special situations that arise with professionalism and
2. CUSTOMER SERVICE AND RESERVATIONS
Carefully handled the hotels inventory and allotment to smartly sell it and
Handled guests’ credit cards and confidential information with
Identified guests’ and clients’ needs in order to suggest a destination and
make them take it in a satisfactory manner.
Followed up on the post-reservation process, made all necessary
arrangements for pick up, welcome, check in, special requests, confirmations
3. SPECIAL ACCOUNTS HANDLING
Evaluated and recognized accounts with problems to come to a satisfactory
solution for both the member and the organization.
Successfully negotiated agreements with customers and Boards of Directors
of the companies for which have worked for, trying to compensate the client.
Closely followed up on each and every situation to supervise that a first
quality service is being provided after the special handling.
4. CORPORATE PUBLIC RELATIONS
• Created and maintained the Public Relations within a Corporate of seven
• Negotiated with clients with problems to provide the best service-oriented
• Took care of an extensive number of clients and providers.
5. HOTEL OPERATIONS
Performed several hotel operations positions, such as Receptionist,
Switchboard Operator, Concierge, and Guest Service.
Provided first quality service in a timely manner, meeting and exceeding the
Followed the hotel chain service and confidentiality standards.
6. QUALITY GUEST SERVICE AT WDW
Performed all daily duties with enthusiasm and energy, always with the goal
of preserving and increasing the 'magical experience' of the Guest.
Communicated Mexican values and traditions to the Guest as a cultural
representative of my country with courtesy and enthusiasm.
Assisted Guests with disabilities and greeted them with a friendly and service-
Introduced Guests to Mexican games and Mexican songs, to help make
magical moments and bring special services with a Mexican style.
7. TRAINING WDW STAFF AND MANAGERS
Communicated to the new staff (cast members and managers) the company’s
policy and carefully explained the operations manual of the work area.
Demonstrated work operations, including the Seven Guest Service
Created a friendly training environment, introducing trainees to the teamwork
concept, answered all questions and clarified their doubts, and made them
feel comfortable and welcomed.
8. WDW MENTOR CHILDREN PROGRAM CLASSROOM TEACHING
Introduced children to Mexican culture, including traditions and country
Taught Spanish words and expressions to the children.
Interacted with the children with energy and optimism.
Improved self-confidence, cooperation, participation and initiative in the
MPI MEXICO CHAPTER
MEMBER SERVICE DIRECTOR
To keep complete and precise files of the Chapter’s Membership and promote
affiliation through several systems and strategies. Present reports and
surveys to take necessary actions to increase associates.
JULY 2009 TO JULY 2010
CROWN PARADISE CLUB CANCUN RESORT
SALES MANAGER – GROUPS AND CONVENTIONS
I was hired to position the property and the brand in the Groups &
Conventions Industry, as the Hotel was previously sold only through Tour
Operators and GDS’s. Attended each and every Meeting Industry tradeshow
or event to expose the brand. Organized and hosted many Familiarization
Trips and Site Inspections. Prepared Marketing Plan for my segment, observed
its accomplishment, increasing Group production from 0% to 12% within one
year. Made proposals and contracts for clients and follow up on the sale
MARCH 2008 TO JUNE 2009
SANDOS HOTELS & RESORTS
SALES MANAGER – GROUPS AND TOUR & TRAVEL Controlled the inventory of
a 1,000-room, 5-star property in the Mayan Riviera. Followed up on the
occupancy and took actions to increase it and reach the monthly and annual
budget. Maintain excellent Public Relations with clients, competitors, and local
authorities. Planned and participated on promotion trips, trade shows, blitz,
and other industry events.
SEPTEMBER 2006 TO FEBRUARY 2008. PLAYA DEL CARMEN, MEX
SOL MELIA HOTELS & RESORTS
REGIONAL SALES EXECUTIVE – INTERNATIONAL GROUPS AND
Followed up on the entire sales process for several markets of the group
business including: conventions, congresses, incentive, leisure and destination
APRIL 2005 TO SEPTEMBER 2006. CANCUN, MX
IVI Cancún’S DMC
PROGRAM MANAGER (PLANNING AND EVENTS DEPARTMENT)
Handled logistics, customer service and account managing of meetings,
incentives, conventions and expositions in Cancun and the Mayan Riviera.
Maintaining excellent relationship with vendors, suppliers and clients to make
any program assigned a full success.
FEBRUARY 2004 TO APRIL 2005 CANCUN, MX
TRAINER AND FRANCHISE EXECUTIVE
Taught Organizational Leadership and First Quality Service and made all
necessary paperwork for a franchise to be sold and operational.
OCTOBER 2003-JUNE 2004 MÉXICO CITY AND CANCÚN, MX
WALT DISNEY WORLD RESORT
INTERNATIONAL CULTURAL REPRESENTATIVE
Provided guest service following the Disney’s Service Guidelines
OCTOBER 2002-OCTOBER 2003, ORLANDO, FLORIDA, USA
INTERNET RESERVATIONS SUPERVISOR
Monitored Xcaret’s website reservations system and followed up on the sale
and post-sale service
NOVEMBER 2001-SEPTEMBER 2002, CANCUN, QUINTANA ROO, MX
CORPORATE PUBLIC RELATIONS MANAGER
Took care of an extensive number of clients with problems to provide the best
possible solution. 100% Negotiator.
NOVEMBER 1999–OCTOBER 2001, MÉXICO CITY, MX
GRUPO COSTAMEX ROYAL HOLIDAY CLUB
New Member Service Executive and Special Accounts Handling
Handled special accounts and avoided cancellations, providing service and
reservations to the member
JULY 1998–NOVEMBER 1999, MÉXICO CITY, MX
Front Desk, Concierge, Reservations, Switchboard Operator at Hilton and
Marriott Hotels in Mexico City
References available upon request.
94-98, MÉXICO CITY, MX.
BACHELOR’S DEGREE IN TOURISTIC BUSINESS ADMINISTRATION
91-94, MÉXICO CITY, MX.
PROTOCOLO Y ETIQUETA EN LA ORGANIZACION DE EVENTOS
FEBRERO 2006, CANCUN
HIGH IMPACT PRESENTATION SKILLS by SUE HERSCHKOWITZ
SEPTEMBER 2005, CANCUN
JUNTOS PODEMOS by AMERICAN EXPRESS
JUNE 2004, CANCUN
DISNEY’S ORGANIZATIONAL LEADERSHIP
DISNEY’S HOSPITALITY MANAGEMENT
DISNEY’S MARKETING U!
DISNEY’S EXPERIMENTAL LEARNING
DISNEY’S HUMAN RESOURCES
2003, ORLANDO, FLORIDA, USA.
SABRE BASICS by SABRE DE MEXICO
JUNE 2001, MEXICO CITY
FIRST CERTIFICATE IN ENGLISH
1998, ANGLO MEXICANO DE CULTURA, MEXICO CITY
NEGOTIATIONS, OBJECTIONS HANDLING, CUSTOMER SERVICE
1999, GRUPO COSTAMEX, MEXICO CITY
TELEPHONE LABEL, CUSTOMER SERVICE AND SALES TECHNIQUES
1999, GRUPO COSTAMEX, MEXICO CITY
Native-born. Educated through college level in a Spanish-speaking
FCE ADVANCED LEVEL CERTIFICATE
Microsoft OFFICE (EXCEL, WORD, POWER POINT, PUBLISHER)
RCC by RCI
SEVERAL HOTEL SOFTWARE (ATENEA, NAVISION, SIHOT)