Gustavo soto
Summary
As a seasoned professional in the hospitality and property management sectors, I bring a wealth of experience in leading teams, enhancing operational efficiency, and elevating guest and tenant satisfaction. My career journey is marked by significant achievements in cost reduction, team leadership, and process improvement across diverse roles, from hotel management to property supervision. With a focus on community enhancement and business growth, my pragmatic approach and unwavering dedication to service excellence make me well-equipped to deliver unparalleled results. Outgoing professional with a background spent managing employees and projects in fast-paced environments. A driven Building Manager promoting exemplary talents in customer service, policy and procedure oversight and facility security measures.
Overview
19
19
years of professional experience
Work History
BUILDING MANAGER
LAR GROUP
santiago, chile
05.2022 - 04.2024
- Managed LAR Group's flagship building, overseeing a dynamic team of 15 facilities staff, ensuring seamless operation and maintenance, leading to a 98% satisfaction rate among tenants
- Implemented cost-saving initiatives that reduced annual maintenance expenses by 20%, by negotiating better rates with vendors and promoting preventive maintenance practices
- Spearheaded a comprehensive building upgrade project worth $2M, completing it 1 month ahead of schedule and under budget by 10%, enhancing building safety and aesthetics, and increasing occupancy rates by 15%
- Developed and enforced a rigorous building management protocol which improved response times to maintenance requests from 48 hours to 24 hours, greatly increasing tenant retention by 25% within a year.
FRONT DESK SUPERVISOR
HOTEL NOI PUMA LODGE
RANCAGUA, chile
01.2022 - 05.2022
- Elevate the reception team by overseeing guest registration and booking procedures, guaranteeing unparalleled customer service
- I address complaints swiftly and efficiently, ensuring every guest's experience is nothing short of exceptional
- Actively manage the reception and overall hotel budget, consistently meeting financial targets
- By partnering with various departments, I ensure guests have a memorable stay, reinforcing our hotel's reputation for excellence
- Take charge of ensuring the highest standards are maintained in hotel rooms and public areas, keeping our premises immaculate and inviting
- Skillfully compile daily and monthly reports for senior management, providing insightful analytics that support strategic decision-making
- With a keen focus on enhancing service quality and operational efficiency, I design and implement targeted training programs for reception staff
- My leadership fosters a culture of continuous improvement and excellence
- Expertly manage the arrival process for group and corporate travelers, meticulously pre-registering each guest to streamline billing, ensuring a flawless check-in experience.
Event Sales Specialist
sheraton hotel
santiago chile
05.2018 - 02.2021
- Spearheaded the coordination and execution of over 250 successful corporate events, exceeding revenue targets by 15% annually and significantly contributing to the hotel's prestige in the competitive event market
- Implemented innovative sales strategies that led to a 20% increase in annual event bookings, establishing long-lasting relationships with top-tier corporate clients and enhancing the hotel's market share
- Collaborated closely with cross-functional teams, including catering, operations, and customer service, to ensure top-notch event execution, achieving a 98% satisfaction rate from client post-event surveys
- Played a key role in the development and launch of a targeted digital marketing campaign for the events department, resulting in a 25% increase in inquiries and a 10% surge in overall bookings in the first year.
front desk agent
intercontinental hotel
santiago chile
09.2017 - 11.2017
- Efficiently managed check-ins and check-outs for an average of 50 guests daily, ensuring a swift and seamless experience that consistently met InterContinental's high customer service standards
- Successfully resolved an average of 15 guest queries per shift, contributing to a 10% improvement in guest satisfaction scores during my tenure
- Implemented a new upselling strategy that led to a 5% increase in revenue from room upgrades and additional services within the first month of introduction
- Collaborated closely with housekeeping and maintenance teams to ensure guest rooms and facilities were in exemplary condition, reducing guest complaints by 20%.
reservation agent (Cluster)
hilton & waldorf astoria hotel
panama city
08.2016 - 03.2017
- Skillfully manage hotel reservations, guaranteeing clients' satisfaction consistently
- Deliver outstanding customer service by accurately and swiftly addressing inquiries concerning bookings, modifications, and cancellations
- Conduct follow-ups on both provisional and definitive bookings to fulfill specific customer needs, guaranteeing a remarkable stay
- Collaborate with additional hotel sectors, such as housekeeping, to ascertain guest rooms are prepared upon arrival
- Keep precise and current documentation of reservations, annulments, and amendments in the hotel's booking system
- Partner with fellow reservation agents to achieve sales objectives and enhance the overall guest experience.
Restaurant Manager
Restaurant Los Cebollines
Panama City
10.2015 - 07.2016
- I have extensive experience in overseeing all aspects of restaurant operations, including staff management, budgeting, scheduling, and strategic decision-making
- I am adept at developing and implementing marketing and promotional strategies to enhance visibility and drive growth
- My expertise includes managing and controlling operational costs, such as food and beverage expenses, payroll, and maintenance, ensuring adherence to quality and customer service standards in line with the chain's policies
- I collaborate closely with HR teams to recruit, select, and train staff, analyze sales and performance reports to identify trends and improvement opportunities, and work with restaurant managers to set and achieve individual sales goals
- I excel in handling sales breakdowns, cash register management, inventory management, waste, and production control according to brand guidelines
- Additionally, I support various operational areas to ensure seamless functioning and manage the opening and closing of the restaurant following established security, hygiene, and cleaning procedures.
sales manager
ivoo venezuela
Caracas, venezuela
06.2014 - 03.2015
- I have extensive experience in supervising sales teams, including hiring, training, and evaluating staff members
- I excel in developing and executing sales strategies to meet store objectives, setting goals, identifying growth opportunities, and monitoring strategy implementation
- My expertise includes managing and controlling store inventory, overseeing product purchasing and merchandise flow management
- I am committed to maintaining high standards of customer service and ensuring customer care is always prioritized
- I analyze sales and performance reports to identify trends and improvement opportunities, and ensure sales staff are well-trained in product knowledge, store policies, and procedures
- I work closely with the marketing team to align store operations with established marketing and sales strategies
- Additionally, I supervise and coordinate various store tasks, including schedule management, permits, licenses, payroll, shelf stocking, delivery guides, and merchandise receipt.
manager on duty
intercontinental hotel
caracas, venezuela
12.2010 - 02.2014
- I excel in managing and leading the reception team and occasionally overseeing the entire hotel operation
- My responsibilities include task allocation, training new and existing employees, and ensuring the reception team and hotel provide exceptional customer service, leading to high guest satisfaction and effective resolution of needs and requests
- I supervise daily reception operations, including guest check-in and check-out, booking management, room assignments, and luggage handling
- I adeptly handle guest complaints and conflicts in accordance with hotel policies and procedures
- Additionally, I collaborate with other hotel departments, such as housekeeping, maintenance, and food and beverage services, to ensure a seamless and exceptional guest experience
- I maintain cleanliness and maintenance standards in the reception and public areas, manage financial and account reports for the reception, and oversee budgeting and inventory management
- Furthermore, I handle audit processes and generate reports for management and other operational areas.
FRONT OFFICE COORDINATOR
LIDOTEL hotel
caracas, venezuela
03.2010 - 11.2010
- I have extensive experience in supervising and managing reception teams
- My key responsibilities include task allocation and training of new employees to ensure the reception team delivers outstanding customer service and resolves guest issues efficiently
- I manage room bookings and special guest requests, ensuring compliance with cleanliness and maintenance standards in the reception and lobby areas
- Additionally, I handle reception billing and accounting, oversee financial report preparation, and supervise cashier operations
- I am adept at resolving conflicts and guest complaints in alignment with hotel policies and procedures.
reservations agent
quo vadis travel&services
caracas, venezuela
10.2008 - 03.2010
- I effectively manage accommodation bookings for company staff traveling to various locations nationwide
- I provide excellent customer service by responding to client inquiries and resolving accommodation-related issues promptly
- Collaborating with departments such as logistics and ticketing, I ensure staff access safe and comfortable accommodation during business trips
- I maintain accurate and up-to-date records of bookings, payments, and changes made by service providers or users
- I also identify opportunities to enhance service efficiency and quality, proposing effective solutions for implementation
- Additionally, I negotiate rates, establish strategies, and explore new markets for corporate clients.
reservations specialist
altamira suites hotel
caracas, venezuela
10.2005 - 09.2008
- I proficiently manage hotel bookings to ensure continuous customer satisfaction
- I provide outstanding customer service by promptly and accurately addressing queries regarding bookings, changes, and cancellations
- I diligently follow up on pending and confirmed bookings to ensure the fulfillment of special customer requests, thereby ensuring an exceptional guest experience
- Collaborating closely with other hotel departments, particularly housekeeping, I ensure rooms are prepared for guest arrivals
- Additionally, I maintain precise and current records of bookings, cancellations, and changes within the hotel's reservation system
- By working collaboratively with fellow reservation agents, I contribute to achieving sales goals and delivering an unparalleled customer experience.
Education
Business Administration - travel & tourism
Caracas University College
01.2006
Skills
- Property Manager
- Customer Satisfaction
- Event Management
- Restaurant Management
- Rooms Division
- Business Development
- Customer Relationship Management (CRM)
- Food & Beverage
Websites
Languages
english
portuguese
Timeline
BUILDING MANAGER
LAR GROUP
05.2022 - 04.2024
FRONT DESK SUPERVISOR
HOTEL NOI PUMA LODGE
01.2022 - 05.2022
Event Sales Specialist
sheraton hotel
05.2018 - 02.2021
front desk agent
intercontinental hotel
09.2017 - 11.2017
reservation agent (Cluster)
hilton & waldorf astoria hotel
08.2016 - 03.2017
Restaurant Manager
Restaurant Los Cebollines
10.2015 - 07.2016
sales manager
ivoo venezuela
06.2014 - 03.2015
manager on duty
intercontinental hotel
12.2010 - 02.2014
FRONT OFFICE COORDINATOR
LIDOTEL hotel
03.2010 - 11.2010
reservations agent
quo vadis travel&services
10.2008 - 03.2010
reservations specialist
altamira suites hotel
10.2005 - 09.2008
Business Administration - travel & tourism
Caracas University College