CLAUDIO PÉREZ
Hospitality Professional
Santiago
Summary
Professional in hospitality services with strong a strong background in team collaboration and delivering results. Skilled in operations management, guest satisfaction, and staff training. Known for adaptability, reliability, and effective problem-solving in fast-paced a fast-paced environment. Proven ability to enhance service standards and drive performance improvements.
Overview
3
3
Languages
12
12
Certifications
30
30
years of professional experience
Work History
Lecturer
DUOC UC
01.2015 - Current
- Lectured in hospitality and service excellence courses, contributing to curriculum development and innovative teaching projects that enhanced student engagement.
- Managed large class sizes, fostering an orderly learning environment that supported student achievement and participation.
- Evaluated student progress through regular assessments, providing detailed feedback for improvement and growth.
- Created and designed quizzes, tests and projects to assess student knowledge.
- Developed strong relationships with colleagues, collaborating on curriculum development and sharing best practices in teaching strategies.
- Developed and implemented innovative teaching strategies to engage students in lectures and coursework.
Resident Manager
NOI Puma Lodge
01.2024 - 01.2025
- Led the reopening of the property, implementing guest service standards, staff training, and Revenue Management strategies focused on increasing occupancy and profitability while maintaining high guest satisfaction levels.
- Provided for peaceful and safe tenant relations through complaint management and conflict resolution.
- Conducted property move-ins, move-outs and walk-through inspections.
- Managed financial operations, including budgeting and expense tracking, to maintain profitability without compromising service quality.
Hospitality Services Manager
Hotel Nodo
01.2019
- Managed maintenance, housekeeping, and front desk operations, including hotel setup, standardization, and staff training.
Whatever Whenever Manager
W Hotels
01.2013 - 01.2015
- Managed guest service operations and quality initiatives while implementing Revenue Management strategies that increased departmental revenue by 10%.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Guest Services Manager
Hotel Mercure (Former Caesar Business)
01.2006 - 01.2013
- Led pre-opening operations, staff recruitment, training, and guest loyalty initiatives, achieving top service excellence rankings across Latin America.
- Streamlined front desk operations for improved efficiency, utilizing strong organizational skills.
- Attended to customer needs, responding to questions, complaints and escalations.
- Collaborated with other departments to coordinate guest services, resulting in seamless experiences for guests.
- Increased repeat business by ensuring exceptional customer service and maintaining positive guest relationships.
At Your Service Supervisor
Santiago Marriott Hotel
01.2002 - 01.2006
- Supervised a team of fifteen employees, focusing on service excellence, training, and process improvement.
- Evaluated team's performance and delivered constructive feedback.
- Assisted with training and development of team members.
- Ensured all safety protocols were followed, resulting in a safe working environment for employees and customers alike.
- Improved customer satisfaction by efficiently addressing service issues and providing timely resolutions.
Front Desk Agent
Hotel Neruda
01.1998 - 01.2002
- Managed guest arrivals, payments, and guest relations.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
Night Auditor
Radisson Royal Santiago
01.1996 - 01.1998
- Managed daily financial closing processes and operational reporting.
- Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
Guest Service Agent
Sheraton Hotel & Towers
01.1996
- Assisted guests with check-in/check-out processes and managed administrative tasks to enhance guest experience.
Education
Diploma - Applied Research and Innovation
Duoc UC
05-2026
Diploma - New Hospitality Mindset
Disney Academy
01-2026
Master’s Degree - Hotel and Tourism Management
Barcelona Business School
01-2025
Storytelling in Digital Marketing
The University of Chicago
01-2024
Diploma - Hotel Management: Distribution, Revenue and Demand Management
ESSEC Business School
01-2021
Diploma - Strategic Decision-Making
Pontificia Universidad Católica de Chile
01-2013
Bachelor’s Degree - English/French Translation and Interpretation
International House
01-1996
Skills
Guest Experience Management
Opera / Opera Cloud
Operational Efficiency
Certification
Essential Skills
Timeline
Resident Manager
NOI Puma Lodge
01.2024 - 01.2025
Hospitality Services Manager
Hotel Nodo
01.2019
Lecturer
DUOC UC
01.2015 - Current
Whatever Whenever Manager
W Hotels
01.2013 - 01.2015
Guest Services Manager
Hotel Mercure (Former Caesar Business)
01.2006 - 01.2013
At Your Service Supervisor
Santiago Marriott Hotel
01.2002 - 01.2006
Front Desk Agent
Hotel Neruda
01.1998 - 01.2002
Night Auditor
Radisson Royal Santiago
01.1996 - 01.1998
Guest Service Agent
Sheraton Hotel & Towers
01.1996
Bachelor’s Degree - English/French Translation and Interpretation
International House
Diploma - Strategic Decision-Making
Pontificia Universidad Católica de Chile
Diploma - Hotel Management: Distribution, Revenue and Demand Management
ESSEC Business School
Diploma - Applied Research and Innovation
Duoc UC
Diploma - New Hospitality Mindset
Disney Academy
Master’s Degree - Hotel and Tourism Management
Barcelona Business School
Storytelling in Digital Marketing
The University of Chicago