Summary
Overview
Work History
Education
Skills
Websites
Languages
Timeline
Generic

Gustavo Soto

Santiago

Summary

Dynamic and results-driven hospitality professional with over 15 years of experience in event management, team leadership, and guest satisfaction within the hotel and property management sectors. Proven expertise in driving revenue growth, managing budgets, and leading cross-functional teams to deliver exceptional event experiences. Successfully coordinated over 250 corporate events, achieving a 98% client satisfaction rate and exceeding revenue targets by 15% annually. Adept at implementing strategic initiatives, fostering vendor relationships, and enhancing operational efficiency in high-volume settings. Seeking to leverage my skills as Director of Event Management to elevate Marriott Miches Beach’s reputation for excellence.

Overview

19
19
years of professional experience

Work History

Building Manager

LAR GROUP
05.2022 - 04.2024
  • Coached entire building staff to promote optimal team dynamics while encouraging positive working environment.
  • Directed financial operations for building to maintain optimal budget targets.
  • Planned and scheduled general maintenance, major repairs and remodeling projects.
  • Performed routine maintenance tasks, which included unclogging sinks and toilets, replacing door locks, and fixing heating and air conditioning issues.
  • Performed regular inspections of facility and documented all inspection information in reports.
  • Collected rent, deposits and payments from tenants.

Front Desk Supervisor

Noi Hotels
01.2022 - 05.2022
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Collected room deposits, fees, and payments.
  • Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
  • Trained new staff on correct procedures, compliance requirements, and performance strategies.
  • Scheduled and assigned daily work and activities for team members.
  • Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
  • Resolved guest complaints by addressing issues with rooms promptly.

Leasing Coordinator

Greystar
02.2021 - 01.2022
  • Greeted clients, showed apartments, and prepared leases.
  • Responded to messages and inquiries from various parties and used well-developed active listening and open-ended questioning skills to promote quick issue resolution.
  • Collected monthly rent payments and other fees, always properly recording, and processing money.
  • Verified tenant incomes and other information before accepting lease applications.
  • Responded to requests and scheduled appointments for property showings.
  • Monitored daily sales performance and provided feedback to each team member.
  • Assisted prospective tenants in paperwork completion and other logistics to facilitate smooth move-in processes.

Event Coordinator

Sheraton Hotels
06.2018 - 02.2021
  • Coordinated schedules and timelines for events.
  • Managed event logistics and operations.
  • Brainstormed and implemented creative event concepts and themes.
  • Negotiated contracts with venues, vendors and suppliers to obtain best rates and services.
  • Oversaw event registration process by collecting and tracking attendee information.
  • Developed detailed event reports, documenting all aspects of each event.
  • Coordinated travel and accommodations for event attendees.
  • Implemented protocols and procedures to effectively manage planning process.
  • Supported senior leadership by developing status reports on activities related to planning, scheduling, cancellation, inquiries, resourcing, risk mitigation, and proposal development for various events.

Front Desk Receptionist

Intercontinental Hotel
09.2017 - 11.2017
  • Collected room deposits, fees, and payments.
  • Resolved customer issues quickly and notified supervisor immediately when problems escalated.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Completed data entry and filing to keep records updated for easy retrieval.
  • Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.

Reservation Executive

Hilton
08.2016 - 03.2017
  • Created daily floor sheets outlining reservations.
  • Maximized revenue by turning simple inquiries into reservations.
  • Responded quickly to telephone, email, online and in-person requests to book or update services.
  • Collaborated with operations and all departments personnel to convey guest needs and achieve smooth arrivals.
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.

Restaurant Manager

Los Cebollines
06.2014 - 03.2015
  • Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
  • Correctly calculated inventory and ordered appropriate supplies.
  • Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
  • Reconciled cash and credit card transactions to maintain accurate records.
  • Developed, implemented, and managed business plans to promote profitable food and beverage sales.
  • Quickly identified problem situations and skillfully resolved incidents to satisfaction of involved parties.
  • Conducted health, safety, and sanitation process evaluations to identify and remedy any violations immediately.
  • Tracked daily sales transactions and invoices for accurate and updated financial reporting.
  • Monitored inventory of supplies and purchased orders to maintain adequate stock levels.
  • Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.
  • Trained staff on proper cooking procedures as well as safety regulations and productivity strategies.
  • Implemented effective inventory control systems to reduce food spoilage and waste.
  • Inspected equipment and machinery for proper working condition and directed staff to clean and repair as needed.
  • Maintained effective supply levels by monitoring and reordering food stock and dry goods.

Sales Manager

Ivoo
06.2014 - 03.2015
  • Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
  • Handled customer relations issues, enabling quick resolution, and client satisfaction.
  • Attended industry events and conventions to expain sales opportunities.
  • Demonstrated products to show potential customers benefits and advantages and encourage purchases.
  • Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
  • Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
  • Collaborated with advertising group to create uniformity between advertising messages and retail incentives.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Implemented systems and procedures to increase sales.
  • Communicated product quality and market comparisons by creating sales presentations.
  • Developed compelling presentation decks to gain approval for ideas and communicate results.

Manager on Duty

Intercontinental Hotels Group
12.2010 - 02.2014
  • Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
  • Trained employees in essential job functions.
  • Initiated plans to improve customer relations, quality standards, and service efficiency.
  • Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Managed senior-level personnel working in marketing and sales capacities.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Defined clear targets and objectives and communicated to other team members.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
  • Assisted in organizing and overseeing assignments to drive operational excellence.

Front Desk Coordinator

Lido Hotels Boutique
03.2010 - 11.2010
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Checked-in late-arrival guests, collected payments and verified reservation details to maintain customer satisfaction.
  • Trained all staff on front desk procedures and policies.
  • Managed sign-in and security procedures by issuing badges, updating logs, and controlling access.
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Answered multi-line phone system and enthusiastically greeted callers.
  • Collected room deposits, fees, and payments.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Maintained clean and organized front desk areas to uphold polished company image.

Reservation Associate

Quovadis Travel Agency
10.2008 - 03.2010
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
  • Provided customers with information about availability and pricing.
  • Resolved various issues and discrepancies for customers.
  • Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
  • Generated and reported performance metrics to management to inform decision-making.
  • Maintained awareness of types of rooms available in different resort locations.

Reservation Agent

Altamira Suites Suites
10.2005 - 09.2008
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
  • Worked closely with front desk to achieve full occupancy of property.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Resolved various issues and discrepancies for customers.
  • Generated and reported performance metrics to management to inform decision-making.
  • Provided follow through on all calls with confirmations and dissemination of requested information.

Education

BBA - Tourism And Travel Management

Caracas University College
Caracas,VE
09-2006

Skills

  • Waste management
  • HVAC systems
  • Building security activities
  • Maintenance scheduling
  • Maintenance planning
  • Evacuation planning
  • Budget administration
  • Coordinating repairs
  • Conflict handling
  • Remodeling project management
  • Knowledgeable in PMS
  • Property maintenance
  • Contractor management
  • Emergency response
  • Equipment operations

Languages

English
Advanced (C1)
Spanish
Bilingual or Proficient (C2)
Portuguese
Elementary (A2)

Timeline

Building Manager

LAR GROUP
05.2022 - 04.2024

Front Desk Supervisor

Noi Hotels
01.2022 - 05.2022

Leasing Coordinator

Greystar
02.2021 - 01.2022

Event Coordinator

Sheraton Hotels
06.2018 - 02.2021

Front Desk Receptionist

Intercontinental Hotel
09.2017 - 11.2017

Reservation Executive

Hilton
08.2016 - 03.2017

Restaurant Manager

Los Cebollines
06.2014 - 03.2015

Sales Manager

Ivoo
06.2014 - 03.2015

Manager on Duty

Intercontinental Hotels Group
12.2010 - 02.2014

Front Desk Coordinator

Lido Hotels Boutique
03.2010 - 11.2010

Reservation Associate

Quovadis Travel Agency
10.2008 - 03.2010

Reservation Agent

Altamira Suites Suites
10.2005 - 09.2008

BBA - Tourism And Travel Management

Caracas University College

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Gustavo Soto