Bernardo Santiago
Century City,CA
Summary
Friendly and guest-focused hospitality and guest service professional with 10+ years of business ownership experience and current operations experience at Universal Studios Hollywood. Skilled in guest relations, team leadership, safety compliance, conflict resolution and delivering exceptional customer experiences in fast-paced environments. Bilingual in English and Spanish with strong communication and operational management skills.
Overview
11
11
years of professional experience
Work History
Guest Services / Attractions Team Lead
Universal Studios Hollywood
Universal City, California
08.2025 - Current
Ensured safe, enjoyable attraction experiences while delivering exceptional guest service.
Assisted guests with questions regarding rides and park guidance in a friendly manner.
Maintained welcoming, organized environments during high-volume operating periods.
Resolved guest concerns swiftly to promote positive experiences.
Collaborated with team members to enhance attraction operations and optimize guest flow.
Owner / Operations Manager
The Gastropub/Numero Uno Pizza
Pasadena, CA
02.2015 - 06.2025
Oversaw daily operations in high-volume hospitality and dining environment, ensuring exceptional guest service standards.
Resolved guest concerns professionally, delivering personalized customer experiences and fostering satisfaction.
Supervised and trained staff to promote teamwork, professionalism, and high service quality.
Established positive relationships with guests, vendors, and team members to enhance welcoming atmosphere.
Adapted swiftly to fast-paced situations while upholding attention to detail and professionalism.
Education
High School Diploma -
Rosemead High School
Rosemead, CA06-2012
Skills
- Customer service and support
- Problem solving and conflict resolution
- Hospitality management
- Telephone etiquette
- Guest experience management
- Reservations coordination
- Team collaboration
- Attention to detail
Languages
English
Native/ Bilingual
Spanish
Full Professional
Timeline
Guest Services / Attractions Team Lead
Universal Studios Hollywood
08.2025 - Current
Owner / Operations Manager
The Gastropub/Numero Uno Pizza
02.2015 - 06.2025
High School Diploma -
Rosemead High School