Allmendo Lesperiance
Port Saint Lucie,Fl
Summary
An accomplished hospitality leader with over 13 years of experience in luxury hotel operations and pre-opening management. Formerly an Operations Manager at Ritz-Carlton, bringing a deep understanding of world-class service standards and operational excellence. Currently serving as the Pre-Opening Director of Guest Services, specializing in establishing and streamlining guest service strategies, building high-performing teams, and ensuring the seamless launch of new luxury properties. Expertise includes project management, staff development, and delivering exceptional guest experiences in dynamic, fast-paced environments.
Overview
13
13
years of professional experience
Work History
Pre-Opening Director of Guest
Amrit Ocean Resort
12.2023 - Current
- Ensured a seamless transition from pre-opening preparation to ongoing operations by establishing consistent service delivery standards, contributing to a 20% improvement in guest satisfaction post-opening.
- Developed and implemented the guest services strategy aligned with the resort’s and residence hotel’s pre-opening plan, leading to the timely launch of all services
- Designed and established guest service standards, protocols, and procedures for the property, ensuring alignment with the brand’s vision and quality expectations, which resulted in a 25% increase in positive guest feedback within the first three months of operation.
- Collaborated with architects, designers, and operations teams to ensure guest-facing areas (lobby, reception, concierge desks) were functional and guest-friendly, ensuring 100% adherence to brand standards.
- Led the recruitment process for guest services staff, including front desk, concierge, bell staff, and guest relations, successfully hiring and training over 100 team members, achieving a 95% staffing rate by the grand opening.
- Oversee the installation and setup of guest service technologies, such as reservation systems, check-in/check-out systems, loyalty programs, and communication tools, to service over 180 hotel rooms and 300 residences.
- Oversaw the installation and setup of guest service technologies, including reservation systems, check-in/check-out processes, loyalty programs, and communication tools, servicing over 180 hotel rooms and 300 residences with a 99% system uptime post-launch.
- Oversaw daily operations, managing a $1 million department budget, inventory control, and resource allocation, achieving a 10% reduction in operating costs through efficient resource management.
- Collaborated with the procurement team to ensure all necessary guest service supplies (e.g., uniforms, concierge tools, welcome kits, signage) were ordered, received, and distributed on schedule, leading to a 100% readiness rate by opening day.
Operations Manager
Ritz-Carlton
01.2019 - 12.2023
- Supervised a team of 50+ operations staff, ensuring compliance with company policies and procedures, resulting in a 20% reduction in operational errors
- Developed systems and procedures that improved operational quality by 15% and increased team efficiency by 25%.
- Managed inventory and supply chain operations, achieving a 98% on-time and accurate delivery rate of goods and services.
- Led the hiring, onboarding, and training of over 100 new hires to meet business requirements, contributing to a 30% improvement in team productivity.
- Established clear communication channels between unit staff and leadership, reducing miscommunications and missed deadlines by 40%.
- Developed and maintained strong relationships with external vendors and suppliers, negotiating contracts that resulted in a 12% reduction in procurement costs.
- Executed critical decisions to keep the property on track toward meeting operational goals, while introducing new methods and systems that reduced turnaround time by 20%.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency, and help the company evolve and grow.
- Increased profits by 15% through streamlining operations and improving resource allocation.
- Tracked employee attendance and punctuality, addressing issues early and reducing tardiness by 25%. Reduced financial discrepancies by 18% through careful assessment and verification of billing invoices and expense reports.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Successfully negotiated contracts, reducing budgetary expenditures by 10%.
- Introduced innovative employee programs, reducing turnover by 15% and improving staff loyalty.
- Ensured property policies were fairly administered, with all disciplinary actions and documentation completed in line with Standard and Local Operating Procedures (SOPs and LSOPs), supporting a consistent Peer Review Process.
Residence Liaison
Ritz-Carlton
11.2016 - 01.2019
- Served Residence owners and their guests by responding to personal instructions, requests, and arrangements, achieving a 98% satisfaction rate based on post-interaction surveys.
- Accommodated Residence owners and guests by providing detailed information about property and surrounding area amenities, resulting in a 20% increase in positive feedback for guest experience services.
- Reviewed shift pass-ons or daily memo books and registered pertinent information in systems (e.g., BuildingLink), improving operational accuracy by 15%. Maintained Residences Rules and Regulations, including unit information and authorizations, ensuring 100% compliance with property policies.Took ownership of on-site vendor interactions, authorizations, and insurance requirements, reducing vendor-related issues by 25% through proactive management.
- Facilitated meetings and conferences between various parties, leading to a 30% improvement in collaboration and decision-making efficiency
- Collaborated with other departments to identify and address areas needing improvement, resulting in a 10% increase in overall service efficiency.
- Resolved conflicts and addressed issues between entities, achieving a 95% conflict resolution rate and improving relationships across teams.
- Educated staff on the organizational mission and goals, which led to a 15% increase in employee engagement and alignment with company objectives.
- Recommended and implemented business system and procedural improvements, helping the organization adapt to changing demands and improving operational processes by 12%.
Resident Concierge
Ritz-Carlton
11.2011 - 10.2016
- Provide the highest level of personal services that includes, but not limited to reservations, travel arrangements, transportation, service pick-ups and deliveries
- Manage and update Resident’s confidential files such as construction permits, HOA fees, maintenance fees, contracts, authorization forms, restaurant invoices, short term and long term application leases, and engineering invoices
- Take ownership of unit access for all authorized vendors, contractors, Realtors and guests
- Ensure all requests are followed up promptly and professionally
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
Education
Associate of Arts -
Indian River State College
Ft. Pierce, FL07.2022
High School Diploma -
Jupiter High Community High School
Jupiter, FL06.2011
Skills
- Excellent conflict resolution skills
- Leadership
- Advanced skills in Microsoft Office
- Accounts Payable and Accounts Receivable
- Project management experience
- Staff Management
- Contract Development
- Supply Chain Distribution
- Process Improvement Strategies
- Cost Containment
Accomplishments
- General Manager task force, Ritz-Carlton Miami Beach
- Earned the 100% employee satisfaction on the yearly employee survey
- Project Manager—Comcast Transition ( Over 400 Residences).
- Saved the company $100k by aggressively negotiating with suppliers.
Timeline
Pre-Opening Director of Guest
Amrit Ocean Resort
12.2023 - Current
Operations Manager
Ritz-Carlton
01.2019 - 12.2023
Residence Liaison
Ritz-Carlton
11.2016 - 01.2019
Resident Concierge
Ritz-Carlton
11.2011 - 10.2016
Associate of Arts -
Indian River State College
High School Diploma -
Jupiter High Community High School
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