Dynamic Hotel Manager skilled in developing and training teams, effectively controlling costs and achieving revenue and high guest satisfaction ratings in competitive environments. Expert communicator passionate about fostering a positive and results-oriented team culture.
Guest satisfaction specialist
Front desk experience
Event planning and coordination
Exceptional interpersonal communication
Courteous and helpful
Inventory management systems
Adaptability and responsiveness
Luxury guest services
Budgeting and cost control
Reservations and booking system experience
Adherence to high customer service standards
January 2007-October 2009Purchasing ExecutiveDoubletree by Hilton San Juan | 105 De Diego Ave San Juan Puerto Rico
Quote and bid with supplier.
Renovation project from a Best Western Property to a Hilton property
Purchase and inventory control
Create Purchase orders
Purchasing channel for all hotel departments such as housekeeping, guest services, banquets and engineering
November 2010-February 2014Guest Services Manager Hampton Inn & Suites | 6530 Isla Verde Ave. Carolina Puerto Rico
Improved customer service ratings through training, incentive and skills program
Recruited and trained 12 new members of the guest service team.
Accommodated guests' requests to meet your 100% satisfaction guarantee program
Maintained property positioning on TripAdvisor and increased Hilton management SALT scores by 35%
Complied with 70/50 workflow bonus programs on quarterly basis.
Maintained property guest loyalty programs above 80% year around.
Worked directly with Birch-street purchasing program
Maintained departments under budget goals and improved hotel's ADR with reservation up-selling program.
February 2014-CurrentAccount and Marketing Executive Caribbean Linen Tex Care Indutrial Laundry | Sabana Abajo Industrial Park Carolina Puerto Rico
Analyzed contract performance for bids, budgets and forecasts.
Exceeded sales goals by at least 100% for the 1st quarters.
Designed the financial model for a new business unit.
Planned and conducted 65 staff training per 6 months, with an emphasis on quality and service.
Coordinated upper management's market visits and key account calls.
Developed and implemented campaigns for email, online advertising, search engines and direct mail.
Overall income on new clients contractsfor a revenue income of 7.6 million dollars.
2001BBA: Hotel and Restaurant ManagmentUPR Carolina Campus