Patricia Otero is the new Director of Customer Experience at ILUNION and will form part of its new Steering Committee. In this way, the business group reinforces one of its lines of action provided for in its strategic plan and integrates it into its highest management body.
Patricia Otero will devote herself in the first stage to the design of a strategic plan, in which all the businesses of the business group feel integrated, and will combine this new responsibility with the direction of ILUNION Accesibilidad.
Throughout his professional career, he has focused on meeting customer expectations from his positions of responsibility and on improving the quality of companies; in addition to having promoted the transformation of ILUNION Hotels and the merger of the two companies that gave rise to ILUNION Accessibility.
Patricia Otero sets the goal of creating a humanized and personalized ILUNION style of customer experience, “that identifies us in any of the sectors in which we work and that generates a bond and complicity, that multiplies the number of clients who want to work with us,” he adds.
After 21 years in different management positions of the ILUNION hotel chain, Patricia Otero was currently the director of ILUNION Accesibilidad, a pioneer company in Europe in implementing and developing universal accessibility projects and the only one working on 360º accessibility.
Technician with a diploma in Tourism Companies and Activities from the Official School of Tourism, Otero has a Master’s in Internet Business from the Higher Institute for Internet Development (ISDI), a Master’s in Business Administration (MBA) from the School of Business Administration (EAE), and a Master in Marketing and Commercial Management from the Escuela Superior de Ingenieros Comerciales (ESIC).
Otero became part of the brand of the ONCE Social Group companies in 1999, after beginning his professional career in the hotel sector in London.
Since then, Patricia Otero has been the director of several hotels in the chain, was its director of Corporate Restoration and, since 2018, she has held the position of director of Transformation, Innovation and Excellence.
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