Violeta Matos Richter

• Championed Disney’s world-renowned service standards, coaching and mentoring crew members to deliver exceptional guest experiences.
• Provided one-on-one coaching and group workshops to enhance crew performance, guest interactions, and problem-solving skills.
• Conducted service evaluations and performance assessments, offering actionable feedback to ensure continuous improvement.
• Collaborated with leadership to implement guest experience enhancements, ensuring alignment with Disney’s high-quality service expectations.
• Acted as a brand ambassador, fostering a culture of excellence, teamwork, and magical guest moments at sea.
  

• Delivered exceptional guest service in a high-volume, fast-paced dining environment, ensuring a magical and memorable dining experience.
• Provided personalized service by anticipating guest needs, remembering preferences, and creating engaging interactions that align with Disney’s signature hospitality standards.
• Assisted guests with menu selections, offering recommendations and accommodating dietary restrictions or special requests.
• Worked collaboratively with food and beverage teams to ensure efficient delivery and seamless table service.
• Maintained a high level of professionalism, efficiency, and attention to detail, ensuring tables were properly set and dining areas remained pristine.
• Managed multiple tables while maintaining exceptional guest engagement and time management.
• Adhered to strict health, safety, and sanitation protocols, upholding Disney’s high operational standards.
• Contributed to a team-oriented work environment, supporting fellow crew members and creating a positive atmosphere for both guests and crew.

Designed and implemented end-to-end SOPs for boutique hospitality operations (housekeeping, guest room service, F&B, check-in/out, maintenance, spa, billing), applying service excellence standards and attention to detail to reduce operational errors by 35%.

Improved team efficiency through structured training programs and optimized workflows, decreasing service times and lowering OPEX by 25%.

Developed and executed a guest-experience strategy that increased client bookings by 40%, particularly in low season.

Led critical pre–high-season project timelines, coordinating contractors, suppliers and key stakeholders to ensure operational readiness.

• Lead and oversee CSR initiatives, ensuring alignment with company values and sustainability goals.
• Develop and implement social impact programs that drive positive change in the community.
• Coordinate volunteering activities, fostering employee engagement and corporate philanthropy.
• Establish and maintain partnerships with local organizations to enhance CSR efforts.
• Promote sustainability practices within the company, encouraging environmental and social responsibility.
• Communicate CSR strategies and impact reports to stakeholders, demonstrating measurable results.
• Contribute to earning the global Golden Peacock award 2 times.

Managed a portfolio of 15+ concurrent projects monthly, supporting global Financial Services teams (150+ in LATAM and 20% more in rest of the world) with 95% on-time delivery.

Designed and implemented process automation initiatives to streamline repetitive workflows, significantly reducing cycle times across teams.

Served as the main point of contact for C-suite and senior stakeholders, ensuring transparent communication, structured reporting, and proactive risk mitigation.

Coordinated ISO audits, compliance reviews, client MSA requirements, incident management, and global information-security policies.

Led cross-functional teams across multiple time zones, improving productivity, utilization and client satisfaction.

Delivered training programs on compliance, data security, and operational excellence to strengthen global service quality.

• Led hospitality, tourism, and events coordination at Viña Casa Marin, ensuring exceptional guest experiences and driving tourism growth.
• Developed strategies to optimize visitor flow and increase brand awareness through social media and marketing efforts.
• Managed day-to-day operations for tours, tastings, and special events, ensuring seamless execution.
• Remote wedding planning for international clients.

• Provided excellent customer service during pre-tour interactions such as answering questions via email or phone calls.
• Wine Tasting
• Educated guests on proper wine tasting techniques, demonstrating how to fully appreciate different flavors and nuances.
• Increased customer satisfaction through attentive listening and personalized tour adjustments based on group interests.
• Built personal relationships with guests to promote positive experiences.
• Facilitated memorable experiences for diverse groups by tailoring presentations to cater to different age groups, cultural backgrounds, and language abilities.
• Trained new hires ensuring they were well-prepared knowledgeable about their assigned tours before leading them independently.
• Led tours in multiple languages, broadening audience reach and inclusivity of tour offerings.

• Delivered exceptional dining experiences in the exclusive Samsara Restaurant, catering to guests from diverse nationalities, including those in the special Samsara Spa cabins.
• Provided attentive and friendly service, taking and placing food and drink orders, serving guests during breakfast, lunch, and dinner, and ensuring all dining areas remained clean and inviting.
• Collaborated with kitchen staff to coordinate the timely delivery of food and beverages, ensuring a seamless dining experience for all guests.
• Maintained comprehensive knowledge of menu items, including garnishes, contents, and preparation methods, to effectively assist guests with their selections.
• Consistently upheld high standards of cleanliness and sanitation in compliance with United States Public Health (USPH) regulations.
• Demonstrated adaptability and cultural sensitivity while interacting with a diverse clientele, enhancing guest satisfaction and fostering repeat patronage.
  
  *Note: The Samsara Restaurant was an exclusive dining venue aboard the Costa Concordia, offering specialized cuisine and services to guests in the Samsara Spa cabins. *