Andre Basulto
Miami,FL
Summary
Self-motivated professional with broad expertise in lead generation and qualification. Organized and detail-oriented in scheduling appointments and researching potential clients. Thrives in high-pressure environments and meets challenging sales targets.
Overview
10
10
years of professional experience
Work History
Lead Sales Development Representative
Relatient
06.2022 - Current
- Generated $3,218,242 in Sales Accepted Opportunities/Leads in 2023
- Sourced $924,394 in closed-won deals in 2023
- Responsible for generating inbound and outbound business opportunities
- Created hyper-targeted outbound prospecting campaigns aiming at ICP based on Practice Management, Buyer Persona, Pain Points, and more
- Leveraged Zoominfo, Definitive Healthcare, Outreach.io, LinkedIn Sales Navigator, and Gong for daily outbound prospecting activities
- Coordinated with sales executives to better align company goals and tactics for assigned territory
- Worked hand in hand with marketing to execute marketing generated leads and campaigns
Front Office Manager
Loews Miami Beach Hotel
03.2021 - 06.2022
- Oversee all Front Office operations to ensure excellent service and property standards are being met
- Attend daily meeting with all department heads
- Ensure all guest opportunities are followed up, efficiently, courteously, and completed to the satisfaction of the guest and that service obstacles are identified and resolved in a timely manner
- Interview and create training plans for new hires
- Monitor all group activity for Front Office, ensure proper billing, request, and all other aspects are covered for group guest
- Schedule and manage payroll for Guest Services
- Support the Front Desk and guest service team with arrivals and departures
- Audit mobile messaging service to ensure standards are being met, and as well to report team performance on volume of conversations and response time to the executive committee
- Monitor all post guest stay surveys and create any actions plans for areas of improvement
- Accomplishments: Exceeded all financial goals set by the corporate office for upgrades and additional revenue
- Department goal is $800k, a total of $1.2M was made
- Won department of the Year for 2021 due to the management of low labor cost, exceeding online reputation and financial goals, and consistently scoring high on corporate shops.
Guest Experience Supervisor/Manager On Duty
Carillon Wellness Resort
11.2020 - 03.2021
- Assist the Director of Front Office in all aspects of operations and Condo rental program
- Supervised the Front Desk function; ensure staff is properly trained including service expectations, hotel facilities and services, property management and reservations systems, and in safety and emergency procedures
- Develop strong working relationships with all departments
- Provide feedback and input on team member reviews and performance ratings
- Review work procedures and operational problems to determine ways to improve service and performance
- Resolve guest complaints to the satisfaction of the customer by being guest centric, friendly, and caring
- Communicate to management of any problems, complaints, or unhappy guest
- Accomplishments: Exceeded the department’s goal for travel membership registration, resulting in over $100k in additional revenue
- Implemented new service standards and training for front desk agents resulting in higher survey scores and online reputation scores.
Front Office Manager/Assistant General Manager
Hotel Breakwater South Beach
01.2020 - 05.2020
- Assisted General Manager during morning meetings or conducted the morning meetings in the absence of the General Manager
- Actively seek to provide development opportunities for the team; provided feedback to maximize performance
- Provided Senior Management with recommendations for capital improvements as well as routine maintenance requests
- Coach, monitor, and develop team members for improved performance and guest service
- Scheduled shifts and managed payroll for Front Office team
- Maintained daily, monthly, and yearly forecasted budget plans for labor and expenses
- Deliver consistent commitment and dedication to the success of employees and quality of product
- Produced excellent customer service scores by focusing on management from the Lobby
- Handled all guest concerns in a pleasant and professional matter
- Accomplishments: Raised the overall Hotel’s online reputation from #73 out of 234 hotels in Miami beach to #34 in a 3 month Period
- Promoted to Assistant General Manager in 4 months.
Assistant Front Office Manager
Eden Roc Miami Beach and Nobu Hotel Miami Beach
06.2019 - 12.2019
- Open house reporting to include: room revenue, ADR variance, room inventory, ensure all no-show charges were posted, route third party reservations, review same day reservations, and pre shift team
- Monitored online reputation sites for Front Office trends, created and implemented action plans for areas of improvement
- Reviewed all agents end of day cash reports
- Supervise and support guest arrivals and departures along with duty managers stepping in as needed so that the Front Desk staff may quickly and effectively respond to guest requests and issues
- Oversee all Guest Service operations and ensured all service standards were met
- Consistent training, managing and motivation to the Front Office team in order to provide and maintain a high standard of service for customers
- Ensure all guest opportunities are followed up, efficiently, courteously, and completed to the satisfaction of the guest and that service obstacles are identified and resolved in a timely manner
- Attend resume meetings to prepare and monitor client, guest and group requirements
- Capture group updates to ensure information is relayed to the proper division and pre-shifted.
Manager On Duty
Mayfair Hotel and Spa
01.2017 - 06.2019
- Front Office Manager, Mayfair Hotel and Spa, Coconut Grove, Florida
- Assist Guests with all special requests, needs, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business
- Manage Payroll and scheduling and Train all new associates
- Maintain current information and materials regarding hotel facilities services, and local restaurants/attractions
- Assist VIP’s during check in and ensure they have a memorable stay
- Maintain a current resume book related to conventions, meetings, and special events held in the hotel and the city
- Accomplishments: Positive Trip Advisor comments relating to my levels of service
- Started at Concierge, progressed to Front Desk Agent/Night Audit, and then to Front Office Manager
- Awarded Manager of the quarter.
Administrative Assistant
Gables Insurance Recovery
05.2014 - 12.2016
- Customer Relations - Insurance Claims
- Solicit new clients through referrals and excellent service
- Maintained all communication with current clients through status updates from inception to completion of projects
- Supported all efforts relating to claims processing in coordination with all departments within agency
- Coordinated Marketing efforts for company brand development and awareness
- Conducted Exit surveys with customers on all claims to measure customer satisfaction levels.
Education
Hospitality Management -
Miami Dade College
Miami, FLSkills
- Opera
- Hotsos
- Revinate
- Salesforce
- Outreach
- LinkedIn Sales Navigator
- Gong
- Definitive Healthcare
- Zoominfo
- Hubspot
- Communication
- Ability to Work Under Pressure
References
Upon request
Timeline
Lead Sales Development Representative
Relatient
06.2022 - Current
Front Office Manager
Loews Miami Beach Hotel
03.2021 - 06.2022
Guest Experience Supervisor/Manager On Duty
Carillon Wellness Resort
11.2020 - 03.2021
Front Office Manager/Assistant General Manager
Hotel Breakwater South Beach
01.2020 - 05.2020
Assistant Front Office Manager
Eden Roc Miami Beach and Nobu Hotel Miami Beach
06.2019 - 12.2019
Manager On Duty
Mayfair Hotel and Spa
01.2017 - 06.2019
Administrative Assistant
Gables Insurance Recovery
05.2014 - 12.2016
Hospitality Management -
Miami Dade College