Rosario Mercedes Lopez Pastor has worked for Hilton International for over 20 years, holding several managerial positions. From 1999 to 2002, she served as the Customer Relations Manager at the Hilton Caracas hotel in Venezuela. In this role, she was responsible for managing all customer relations operations, ensuring high levels of guest satisfaction and implementing Hilton's philosophy of excellence. She trained staff, revised policies, and handled guest correspondence and special events. Lopez Pastor is a trusted member of the Hilton organization.

1. ®
Hilton
Caracas
TO WHOM IT MAY CONCERN
Ms. Rosario Mercedes LOpez Pastor has served Hilton Intemational in a managerial
capacity for over twenty years. Since beginning her career with our company in May
1985, Ms. LOpez Pastor's aptitude for managerial skills has led to a series of
prom otions of increasing managem ent responsibility.
From June 1999 to November 2002, Ms. LOpez Pastor served Hilton International at
Caracas Hilton in Caracas, Venezuela in the managerial position of Customer
Relations Manager. Ms. LOpez Pastor was primarily responsible for managing an
essential function of the hotel's operations. Specifically, she was the senior-most
manager with responsibility for all hotel customer relations operations. She was
responsible for ensuring that all policies, procedures and standards established for
the hotel were carried out to ensure the highest level of guest satisfaction. Ms. LOpez
Pastor met with the General Manager and Director of Operations to revise policies,
politics, procedures and future plans related to guest assistance. She recommended
changes/innovation to the hotel policies and physical appearance of the hotel. She
was also responsible for ensuring that the quality standards were complied as well
as for implementing new standards as needed. Ms. LOpez Pastor was responsible for
the training and supervision of all guest contact departments' team members. She
was responsible for training these team members to be able to respond efficiently
and promptly to guest's requirements. She also coordinated the hotel VIP and guest
history and loyalty programs. Ms. Lopez Pastor handled all guest correspondence,
on behalf of the General Manager, as they related to their experience while staying at
the hotel. She also organized meetings or special invitations to target clients or
businesses related to establishing personal relationships, obtained feedback of the
hotel's product, identified unsatisfied needs and explored new business
opportunities and expectations. Finally, Ms. LOpez Pastor exercised discretionary
authority over the customer relations function to enforce the policies and procedures
of Hilton Intemational. Ms. LOpez Pastor ensured the highest quality performance
by implementing the philosophy, methods and standards of excellence of Hilton
lntemational.
Ms. Lopez Pastor is a valued and trusted member of our organization, and we rely on
her to lend her many talents to the continuing success of our company.
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--
S bastiao P. Nunes
General Manager
August 5th, 2005
Hilton Caracas
Caracas lOlO A, Venezuela
Tel: +58(212) 503-4103
Fax: +58(212)503-5001
Sebastiao.Nuncs@hilton.com