ADAM CASADOS
Mora,NM
Summary
Dynamic and results-driven management professional seeking a leadership role in Hospitality, Customer Service, Financial Services, or Human Resources. Adept at Operational Management, Team Leadership, Process Improvements, and Client Relationship Development, with a strong focus on enhancing efficiency, driving revenue, and optimizing guest experiences.
Guest experience professional with refined approach to elevating customer satisfaction and operational standards. Expertise in optimizing guest interactions and resolving issues swiftly. Known for fostering collaborative team environment and adapting to dynamic situations with ease. Key skills include conflict resolution and strategic planning.
Overview
20
20
years of professional experience
Work History
Guest Experience Manager
Heritage Hotels And Resorts
Taos, New Mexico
11.2024 - Current
- Supervised and managed the Guest Services team, ensuring exceptional customer experiences
- Developed and implemented guest service policies & procedures to optimize satisfaction
- Analyzed guest feedback and created action plans to address concerns and improve service
- Conducted staff training on guest interaction, service excellence, and operational efficiency
- Resolved guest complaints effectively, working cross-functionally with various departments
- Ensured that front desk, valet, and security operations were well-staffed, trained, and efficient
- Trained new team members on company policies and procedures to maintain consistent guest experience standards.
- Ensured seamless check-in/check-out processes by creating clear guidelines and providing staff with comprehensive training.
- Streamlined front desk operations for improved efficiency and reduced wait times.
- Resolved guest complaints promptly, demonstrating exceptional problem-solving skills and commitment to customer satisfaction.
- Collaborated with housekeeping and maintenance departments to ensure prompt resolution of room issues affecting the guest experience.
- Improved overall online ratings by addressing negative reviews constructively and showcasing improvements made as a result of guest feedback.
Operations Manager
Ramada by Wyndham Hotels & Resorts
01.2022 - 01.2023
- Led a full-scale hotel renovation project, managing a $50 million budget and ensuring timely completion within financial parameters
- Directed recruitment, training, and performance management of all operational staff
- Developed and implemented strategies to enhance productivity, quality, and guest satisfaction
- Managed budgeting, forecasting, and financial analysis, ensuring revenue optimization
- Oversaw inventory management, equipment utilization, and compliance with safety regulations
- Served as the primary contact for vendor negotiations, contract approvals, and legal compliance
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Analyzed and reported on key performance metrics to senior management.
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- Facilitated smooth collaboration between departments through clear communication channels.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
Operations Manager
Kids City LLC
Honolulu, Hawaii
01.2021 - 01.2022
- Spearheaded long-term business strategies to increase profitability and customer engagement
- Optimized departmental budgets, reducing costs while maximizing revenue growth
- Developed incentive programs and leadership training to motivate employees
- Identified and capitalized on market opportunities to expand the company's reach
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Implemented quality control systems to boost overall product consistency and reliability.
- Implemented sustainability initiatives, reducing environmental impact.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Professional Photographer
Self-employeed
Honolulu, Hawaii
01.2020 - 01.2022
- Featured in: The Space Art Gallery (Philadelphia, USA), Agora Gallery (New York, NY), Bridgeport Art Center (Chicago, USA), Gora Gallery (Montreal), Photo Plus Magazine, Worldwide Fund for Nature (WWF)
- Captured captivating images for marketing campaigns, boosting brand visibility and engagement.
- Digitally edited photos to enhance appearance.
- Mastered various photography techniques, consistently producing visually stunning images.
- Photographed high-quality images for various print and digital projects.
- Took photos from different angles and perspectives to capture perfect images.
Title Coordinator/Contract Processor
Hilton Grand Vacations
Honolulu, Hawaii
01.2014 - 01.2020
- Managed contract analysis, development, and compliance, ensuring smooth operations
- Monitored vendor relations, reviewed invoices, and optimized budget allocations
- Created reports on contract performance and service unit utilization
- Conducted thorough research on property ownership history, uncovering vital information for accurate title representation.
- Contributed to increased revenue by consistently delivering high-quality service that resulted in repeat business from satisfied clients.
- Collaborated closely with escrow officers, lenders, and real estate agents to ensure smooth transactions for all parties involved.
- Assisted in training new Title Coordinators, sharing knowledge and expertise to improve department performance.
- Managed multiple projects simultaneously while maintaining high-quality work standards, contributing to overall team efficiency.
- Utilized advanced software tools effectively to expedite the retrieval of relevant data pertaining to each specific case handled.
- Reduced turnaround time for title clearance by diligently reviewing property records and identifying potential issues.
- Improved internal workflows by initiating regular reviews of procedures, suggesting changes when necessary to enhance effectiveness.
- Enhanced customer satisfaction with timely and accurate delivery of title reports, meeting strict deadlines consistently.
- Facilitated fast resolution of disputes between parties involved in real estate transactions.
Front Desk Supervisor/Night Manager
DoubleTree by Hilton
Denver, CO
01.2010 - 01.2014
- Led front desk operations, ensuring seamless guest interactions and high customer satisfaction
- Increased revenue through strategic upselling and sales package promotions
- Negotiated corporate partnerships, improving brand reputation and business growth
- Supervised and trained support staff, ensuring adherence to company standards
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
- Scheduled and assigned daily work and activities for team members.
- Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
- Communicated regularly with management on front desk performance, identifying areas for improvement or growth opportunities.
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer inquiries promptly.
- Collected room deposits, fees, and payments.
- Managed group reservations effectively, providing smooth check-in experiences for large parties or corporate events.
- Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
Children's Ski School Director
Angel Fire Resort
Angel Fire, New Mexico
01.2006 - 01.2010
- Managed the daily operations of the Children's Ski School, ensuring guest safety and satisfaction
- Developed a new training curriculum, improving both efficiency and revenue
- Created a safety incentive program, ensuring full compliance with corporate guidelines
- Established partnerships with local businesses and organizations to provide students with internship opportunities and real-world experiences.
- Implemented innovative teaching methods that encouraged critical thinking skills, problem-solving abilities, and collaboration among students.
- Strengthened teacher-student relationships by promoting positive discipline strategies and open communication.
- Served as tireless school resource, which enabled development of lasting relationships with students, parents and guardians.
- Developed comprehensive support services for at-risk students, coordinating intervention programs designed to improve academic performance and wellbeing.
- Oversaw day-to-day operations of the school, including staff supervision, facilities management, and budget oversight, ensuring a seamless educational experience for students.
- Expanded course offerings to meet the diverse needs of students, introducing new electives and advanced placement options.
Administrative Support Student
Los Alamos National Labs
Los Alamos, New Mexico
01.2005 - 01.2006
- Provided high-level administrative and project support in a high-security clearance environment
- Assisted with budgeting, scheduling, and presentation development for senior leadership
- Enhanced team productivity by providing comprehensive administrative support for daily activities and projects.
- Provided administrative support to the creative director, streamlining daily operations within the department.
- Provided comprehensive administrative support to supervisors as needed; managing correspondence, updating databases, filing documents.
- Provided administrative support to senior staff, enabling them to focus on strategic decision making.
- Boosted team productivity by providing administrative support, including scheduling appointments and managing calendars.
- Increased overall productivity by providing timely administrative support to department managers and their teams.
Skills
- Leadership & Team Development
- Conflict Resolution
- Organizational Efficiency
- Budget Planning & Financial Oversight
- Data Analysis & Reporting
- Process Improvement
- Business Negotiation
- Strategic Planning
- Critical Thinking & Problem Solving
- Project & Business Management
- High-Level HR Functions
- Employee Training & Development
- Property management
- Sales and upselling
- Reservation systems proficiency
- Guest relations expertise
- Guest communication
- Hospitality and service industry background
- Data entry proficiency
- Team member development
- Account management
- Reservation management
- Guest services agent training
- Brand representation
- Guest services
- Client relationship management
- Guest conflict resolution
Management Skills And Proficiencies
- Leadership & Team Development
- Conflict Resolution
- Organizational Efficiency
- Budget Planning & Financial Oversight
- Data Analysis & Reporting
- Process Improvement
- Business Negotiation
- Strategic Planning
- Critical Thinking & Problem Solving
- Project & Business Management
- High-Level HR Functions
- Employee Training & Development
Timeline
Guest Experience Manager
Heritage Hotels And Resorts
11.2024 - Current
Operations Manager
Ramada by Wyndham Hotels & Resorts
01.2022 - 01.2023
Operations Manager
Kids City LLC
01.2021 - 01.2022
Professional Photographer
Self-employeed
01.2020 - 01.2022
Title Coordinator/Contract Processor
Hilton Grand Vacations
01.2014 - 01.2020
Front Desk Supervisor/Night Manager
DoubleTree by Hilton
01.2010 - 01.2014
Children's Ski School Director
Angel Fire Resort
01.2006 - 01.2010
Administrative Support Student
Los Alamos National Labs
01.2005 - 01.2006
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