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Work Background
Stay GroupDirectora Corporativa de Alimentos y Bebidas
Sep. 2024Medellín, Antioquia, ColombiaResponsable de la gestión operativa y estratégica de los outlets de A&B Versus Café y Moira, pertenecientes a las propiedades hoteleras actualmente en operación. Lidero además la apertura de dos nuevos proyectos bajo la franquicia Design Hotels by Marriott, con apertura en 2025, dirigiendo el desarrollo e implementación de conceptos gastronómicos innovadores, alineados con estándares globales de lujo y autenticidad. Estos nuevos espacios añadirán más de 200 cubiertos al portafolio del operador, fortaleciendo su posicionamiento en el segmento lifestyle y contribuyendo a su expansión local. * Proyecto SILO (julio 2025): Dirección integral del desarrollo de un restaurante de 82 puestos en Wake Biohotel (132 habitaciones y 40 apartamentos). Responsable de diseño conceptual, estrategia gastronómica, presupuesto, selección de equipos y definición de estándares Marriott.
* Restaurante fine dining (diciembre 2025): Apertura de un restaurante de 130 puestos liderado por un chef de The World’s 50 Best Restaurants 2025. Atenderá 40 habitaciones y 70 apartamentos, con enfoque en alta cocina, experiencia del cliente y estándares de lujo Marriott.
* Logro destacado: Sobrecumplimiento del 142% en ingresos proyectados para Moira en 2025, tras liderar su rediseño completo de carta, concepto y estrategia de servicio.
* Gestión integral de aperturas Marriott 2025:
* Diseño de cocinas y áreas operativas A&B
* Selección de equipos mayores y menores
* Estructuración de equipos de trabajo
* Desarrollo de menús, SOPs, organigramas y descripciones de cargo
* Presupuestos CAPEX y OPEX
* Implementación de sistemas Symphony (A&B) y Opera (Hotelero)
* Certificación UL300 en cocinas y adaptación total a estándares Marriott
Vik Retreats Jose IgnacioDirector of Operations F&B
May. 2023 - Aug. 2024UruguayResponsible for the food and beverage operation of 6 properties in José Ignacio, Uruguay: La Susana, Pavilion Vik, Bahía Vik, Estancia Vik, Playa Vik, and La Posada Wanderlust. Leading a team of up to 190 people. * Travel and Leisure PLAYA VIK ranked #4 in Best Hotels in the World 2023
* Travel and Leisure PLAYA VIK ranked #1 in Best Resort South America 2023
* Travel and Leisure BAHIA VIK ranked #4 in Best Resort South America 2023
* Successfully supervised the reconstruction project of La Susana, achieving 100% reconstruction in less than 8 months with opening on December 29, 2023.
* Efficiently managed the allocated budget for the reconstruction of La Susana, ensuring proper allocation of resources for the acquisition of all necessary items for pre-opening.
* Strategically supervised purchases, ensuring quality and availability of required products, as well as timely delivery to meet established deadlines.
* Positioned La Susana as the top restaurant on Trip Advisor for José Ignacio in just 3 weeks of opening. Season 2023 - 2024
* Increased average ticket sales by 17% season 2022 -2023 YTD Jan vs. season 2021 - 2022
* Increased average ticket sales by 9% season 2023 - 2024 vs. season 2022 - 2023
* Restructured the POS system to optimize operations in 3 properties: Playa Vik - Bahia Vik - Estancia Vik
Vik Retreats Jose IgnacioManager and Head of Food Services in charge of La Susana
Dec. 2022 - May. 2023Jose Ignacio, Maldonado, UruguayVik Retreats Jose Ignacio is a group of 3 Luxury hotels, a Pavilion for events, Beach Club La Susana, the Shack Wellness Center and the Wanderlust property. Responsable for the F&B team, up to 130 employees and in charge of La Susana Beach Club. * Increase of 30% of revenue season 2022 -2023 YTD Jan vs. season 2021 - 2022
* Increase of Av. check by 17% season 2022 -2023 YTD Jan vs. season 2021 - 2022
AccorDirector of Operations at Sofitel Legend Santa Clara
Oct. 2021 - Nov. 2022Cartagena de Indias, Bolivar, ColombiaSofitel Legend Santa Clara, a 5 star property and one of the few Sofitel Legend hotels in the world, is located in the historic city center of Cartagena. A Hotel with 160 rooms, Spa with 7 treatment rooms, 4 F&B outlets, 1 banqueting room and 4 meeting rooms. As a Director of Operations, I am in charge of the hotel operations (Rooms, F&B, Spa, Risk Management and Safety), reporting to the Area General Manager * Condé Nast Traveler´s Choice Award, Ranked 2th in Top 25 Best Hotels of the World and 1st in South America, 2022
* Tripadvisor Best of the Best Award, Ranked #25 fine dining restaurant in the World and #5 in South America 2022
* Award of excellence 2022 by Wine Spectator. * Jardín Restaurant awarded as The Best Hotel Restaurant in Colombia 2022. * Successfully achieving of the softlifting of Bovedas de Santa Clara in May 2022
* Successfully achieving of the softlifting of 24 rooms in Sofitel Legend Santa Clara in September 2022
* An over achievement of 139% in total F&B revenue YTD September 2022
* LQA 13 of august 2022 results = 91% overall hotel. * Accor Luxe standards 13 of August 2022 results = 95.2%
* Performance evaluation results = outsanding * Food safety Audit 94% and HACPP 97%
* Trust you results YTD OCT 2022 at 94.04% vs target of 92.88%
AccorGM at Mercure bh Retiro and Mercure bh Zona Financiera
Sep. 2020 - Sep. 2021Bogotá, Distrito Capital, ColombiaMercure bh Zona Financiera a hotel with 64 rooms, 1 restaurant, 1 bar and 27 employees. Located at the financial District of Bogotá strategically located near Zona G, surrounded by the best restaurants and bars in the city. Achievements: * Biosafety certification and certified check in with Bureau Veritas Nov 2020 for Mercure BH Zona Financiera.
AccorGeneral Manager - Mercure bh Retiro
Aug. 2019 - Sep. 2021Bogotá, Bogotá D.C. Department, ColombiaMercure bh Retiro a hotel with 54 rooms, 1 restaurant, 1 bar and 24 employees Increase and maintain the value of the asset. Manage relationship with owners. Learn, apply and promote Mercure brand standards accross the hotel. Ensure to achieve profitability by the best use of the hotel resources. Monitoring sales and participating in the hotel revenue weekly strategy using Play to Win analisys. Manage performance across all departments. Ensure the alignment of the contracts negotiated with subcontractors.Empower talent and generate new opportunities of growing within the company. Achievements:
* Over meeting the budgeted profits for the first two months of 2020 at 149%
* SGS recertification in sustainability year 2019
* Winning franchise in Latin America in Q2, Q3 and Q4 of 2019, "Best recruiter and first stay Latin American level" Mercure bh Retiro
* Winning franchise in Latin America in Q2 and Q3 #Conectados Leclub Award 2019 Mercure bh Retiro
* Biosafety certification and certified check in with Bureau Veritas Dec 2020 for Mercure BH Retiro.
*Acquire the pandemic government contract of “FOR THOSE WHO TAKE CARE OF US” a contract to give all accommodations to medical staff. This took the hotel to recover losses and achieve breakeven after 6 months of reopening the hotel. * Positive profits for 2020 after 6 months of having the hotel closed because of COVID restrictions.
Marriott HotelsFront House and Reservations Manager - The Artisan DC Hotel - Autograph Collection
Oct. 2017 - Apr. 2019Bogota - ColombiaFirst Autograph Collection of Colombia, one of Marriott's upper - upscale brands. Located in the financial area of the country's capital, one of the most touristic areas of the city and surrounded by restaurants with the best gourmet cuisine and various business centers. A hotel with 64 rooms, 1 restaurant, 1 bar and 3 meeting rooms. Responsible for the reception and reservations area in charge of a team of 8 people. Use of different tools such as Opera, MGS, MARSHA, GXP and Medallia. Monitoring sales and participating in the hotel revenue weekly strategy using Play to Win analisys. Manage performance across the front office team. Achievements:
* Implementing “play to win” revenue analysis and strategy achieving and increase of rate in 2018 of 18% at The Artisan DC Hotel overall all segments. *** Reduction of staff turnover within the reception area in less than 10%
*** Cumulative increase of the 2017 check in indicator - 73.8 to 2018 - 81.6
*** Cumulative increase of indicator check out of 2017 - 71.9 to 2018 - 81.0
Universidad de la Sabana MENTOR AT SEIS
Sep. 2016 - Oct. 2017Bogotá D.C. Area, ColombiaMentor of the Seed of Entrepreneurship and Innovation at Universidad de la Sabana
***B2B and B2C customer service management
***Creation and control of KPIs ***Inventory management and control for F&B
Crepes & WafflesRestaurant Manager
Mar. 2016 - Sep. 2016Bogota - ColombiaColombian restaurant chain created in 1980 with operations in more than 10 countries. As a point of sale administrator, I had to ensure the total operational and administrative functioning of the point of sale, in charge of a team of 70 people and up to 950 covers per day. Supervising and controlling all the quality procedures involved with product and service. Development of strategic planning in order to increase sales and reduce costs plus the development of different strategies to achieve the restaurant targets. Achievements: • Sales target achieved by 105% in the second trimester of 2016
• Reduced the percentage of products wasted daily by a 3% on the second trimester of 2016
The May Fair HotelGuest Service Coordinator
May. 2014 - Nov. 2015london, united kingdomThe May Fair, A Radisson Collection Hotel, Mayfair London is set in the heart of one of the most sought-after addresses in the world. Opened in 1927, The May Fair, A Radisson Collection Hotel, Mayfair London was the first new hotel to open in the British capital in over 20 years. Proud to be the Official Hotel to London Fashion Week and the British Film institute. A hotel with 406 rooms, 14 meeting rooms, 1 restaurant, 2 bars, spa and gym and a 200 seat private screening room . As a guest service coordinator I pursuit the achievement of the monthly and weekly targets of the Key Performance Indicators (KPI) within the front desk department. The Administration of hotel operating system (Opera), dealing with billing procedures, management of files and guest accounts. Responsible of resolving issues, working as part of The May fair team to provide quality guest service. Achievements: • Successfully sales uplift by constantly doing room upgrades. • Increased the number of members to the Club Carlson membership achieving the weekly target.
Courier Speed Ltda.Sales and Marketing Director
Aug. 2012 - Jan. 2014Bogota - ColombiaCoordination and following of operations at national level, to answer for the fulfillment of the different commercial and operational tasks of the organization, in order to make effective the promise of selling offered to the client. Hiring of personnel for administrative and operative areas, claim and cross-check of invoices inside the system of payment, delivery of weekly reports to each of the clients. Achievements: • Successfully sales uplift by acquisition of new client to portfolio in February 2013 • Increased in the indicators of fulfillment on the distribution in the city of Barranquilla. • Development of a new operational system to monitor payments and receivables at a national level • Creation of parameters of prices and discounts for the different services • Establishment of operations in the city of Pasto by November 2012 • Development of internal manual for administrative and operational process
Hotel Bogota RoyalGuest Service Manager
Mar. 2011 - Aug. 2012Bogota - ColombiaTo guarantee the entire satisfaction of the hosts, coordination for complimentary services for VIP and frequent customers. Following and act on complaints, suggestions and preferences, creation of preventive actions, of progress and corrective, pursuit of indicators ISO 9001, implementation and pursuit of the standards of Royal Hotel’s service. Trainings of personalized service, standards of royal service and motivation. Direct report to General Management. Achievements: • Increase in satisfaction Indicators in relation to the service of taxis. • Successfully establishment of agreements with new restaurants in the city. • Decreased on overall complaint Indicators by the first quarter of 2012 • Development of new system to follow up verbally customer complaints across the hotel.
Hotel Radisson Royal BogotaFront Desk - team member
Jan. 2008 - Feb. 2011Bogota - ColombiaAdministration of hotel operating system (Opera), control of payables and receivables and eftpos. Management of files and hosts' accounts. Achievements:
• Nominated for employee of the quarter in the third quarter of 2009 • Development of abilities in guest service.
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