Requests
11
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Work Background
Fairfield by Marriott Lima Gerente General
Jan. 2020Lima, Perú
JW MarriottDirector of Room Operations
May. 2015 - Jan. 2020Lima, Peru
Le Cordon Bleu PeruDocente
May. 2014 - Jan. 2020Facilitadora del Curso "Gestion De Alojamiento y Gerencia de Habitaciones"
Westin Hotels & ResortsRooms Division Manager
Jan. 2011 - Apr. 2015Lima, PeruResponsible of the Rooms Division Operation including the Spa.
Part of the pre opening team of the hotel.
Executive Committee Member.
Recruiting and hiring the best staff for the hotel.
Training of all rooms division areas.
Elaboration of job descriptions, internal procedures and policies
Budget preparation for each area and manage accordingly
Drive positive results of key goals, like guest satisfaction index, brand standards, missing stays, Profit % per area, associate satisfaction.
Marriott HotelsDirector of Services
May. 2010 - Jan. 2011Puerto Vallarta - MexicoResponsible for the overall operation of the Housekeeping Department, Public Areas, Laundry and Valet.
Member of the leadership committee of the Hotel.
Keep Housekeeping team focused on the critical components of operations to drive guest satisfaction and the desired financial results (Example – The GSS scores, Brand Standard Audits, Profit & Loss goals)
Conduct department meetings and continually communicate a clear and consistent message regarding the Housekeeping goals to produce desired results.
Interview and hire managers and hourly associate team members with the appropriate skills and in a timely manner to meet the business needs of the operation.
Ensure that regular on-going communication is happening in all areas of responsibility to create awareness of business objectives and communicates expectations, recognizes performance, and produce desired business results
Marriott HotelsFront Office Manager
Apr. 2006 - May. 2010Puerto Vallarta - MexicoResponsible for the overall operation of the Front Office. (Front Desk, At Your Service, Bell Boys, Concierge and Guest Relations)
Member of the leadership committee of the Hotel.
In charge of handling and replying Customer Care complaints and Mr. Marriott’s Office.
Responsible for the Problem Experience Team and the execution of programs to reduce problem experience and increase overall satisfaction. First year PE was reduced in 10 points.
Directly liaised and involved with managers and associates to successfully execute all front office operations including guest arrival and departure procedures.
Keep Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results (Example – The GSS scores, Brand Standard Audits, Marriott Rewards, Profit & Loss goals)
Conduct department meetings and continually communicate a clear and consistent message regarding the Front Office goals to produce desired results.
Interview and hire managers and hourly associate team members with the appropriate skills and in a timely manner to meet the business needs of the operation.
Ensure that regular on-going communication is happening in all areas of responsibility to create awareness of business objectives and communicates expectations, recognizes performance, and produce desired business results
Reduced Front Office turnover in the first year from 150% to 32%. Edge Award Winner 2008
Director of the Year 2008
Marriott HotelsFront Office Manager (JW Lima)
Nov. 2004 - May. 2006Lima - PeruRooms Operations Excellence Award 2004
Associate Excellence Award 2004
Service and Relationship Award 2005
JW Marriott LimaFront Desk Manager
May. 2002 - Nov. 2004Lima - PeruRooms Associate Excellence 2003
Operations Excellence Award 2003
Manager of the Quarter July – September 2004
JW Marriott LimaAt Your Service Manager
May. 2000 - May. 2002Lima - PeruPart of the pre opening team We ranked the department as number 1 in the region according to the corporate audit held in 2001.
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