Gabriela Flores is a seasoned customer service leader with over 20 years of experience in the hospitality and service industry, and over a decade specializing in aviation customer service. Known for her engaging and culturally sensitive training style, Gabriela has trained hundreds of aviation professionals across Latin America and the United States. She is passionate about elevating the standard of customer care in aviation, ensuring service excellence while maintaining safety, security, and empathy.
Career Highlights
Customer Service Director – Marriott Hotel, Daytona Beach, FL Led the guest services department for one of the busiest beachfront Marriott properties, consistently maintaining high satisfaction ratings and team performance.
Guest Services Manager – Sheraton Buenos Aires Hotel & Convention Center Oversaw a multilingual, multicultural customer service team in a high-volume international hotel environment; implemented service improvements that boosted guest satisfaction scores by 18%.
Lead Aviation Customer Service Trainer – LATAM Aviation Excellence Initiative Designed and delivered tailored training programs at key international airports, including El Dorado International Airport (Bogotá), Ministro Pistarini Ezeiza International Airport (Buenos Aires), and Jorge Chávez International Airport (Lima). Worked closely with top Latin American carriers such as Avianca, LATAM Airlines, and Aeroméxico to standardize VIP and first-class service procedures.
Specializations
Aviation-specific customer service protocol
Conflict resolution & emotional intelligence
Multicultural team training
VIP & first-class passenger handling
Safety and service integration
Bilingual training delivery (English/Spanish)
Professional Recognition
Guest Excellence Leadership Award – Marriott International, 2009
LATAM Service Trainer of the Year – Aviation Training Alliance, 2017
Keynote Speaker at the 2023 Latin American Aviation Customer Experience Summit, Bogotá, Colombia
