Carlos Lugo
Baton Rouge,LA
Summary
Utilize my experience and talents to further my career in the areas of hospitality, recruitment and marketing. Goal-oriented manager with distinguished experience in hospitality industries and proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent.
Overview
18
18
years of professional experience
Work History
Banquet Manager/ Sales Manager
Crowne
Baton Rouge, LA
04.2017 - 11.2021
- Managed a Banquet Staff of 60 employees
- This consisted of Captains, Team Leads, Servers,
- Stewarding, Set up and AV
- Assured customer retention by communicating Event Order was executed, navigate staff through change, and inspect what you expect
- As a Sales Manager for the Crowne Plaza I sold the SMERF Market
- This unique market consisted of wedding, sporting events, Fraternal Meetings
- I was responsible for a revenue goal of 1.5M in F&B =, minimum of 5 site inspections per week, and 25 solicitation calls per day.
Coordinator
Team Worx
San Juan, PR
11.2012 - 04.2017
- Identify and target accounts that could benefit from outsourcing
- Negotiate and present outsourcing contracts
- Conduct weekly business review with client to ascertain staffing needs
- Recruit, train, and certify contractors for job functions
- Address defects and or any coaching and counseling as needed
- In charge of daily office operations, payroll and customer inquiries.
Senior Meeting & Special Events Manager
The Ritz, Carlton, San Juan San Juan
San Juan, PR
10.2009 - 12.2012
- Implement departmental strategies based on Marketing Plan and Goals
- Responsible for the execution of all property events with a seamless turnover from sales to operations and back to sales
- Appraise property of all groups that will impact property operations
- Conduct daily walk-through of banquet floor to help ensure client satisfaction and quality standards
- Oversee and direct a team of (4) Event Managers with a goal of 25,000 Group Room Nights and a
- Banquet Budget of 6.5 Million
- Manage department controllable expenses to achieve or exceed budgeted goals
- Develops working relationships with outside vendors and support establishing prices and service agreements to enhance the event experience and to increase additional revenue opportunities for the property
- Create and developed banquet pricing taking into consideration the competitive set and driving for results
- Create an atmosphere in all event management operation areas that meet and exceed guest expectations.
Meeting & Special Events Administrative Assistant
The Ritz, Carlton
San Juan, PR
10.2005 - 12.2009
- Oversee daily administrative operations of Meeting & Special Events Department for Luxury
- Brand
- Plan and execute all meetings for internal clients
- Prepare all needed documentation for Event Manager to execute programs in planning phase and operational phase in an effort to set the client and the management team up for success
- Streamline vendor and hotel documentation and relationships.
Front Desk Agent/ Rooms Controller
The Ritz, Carlton
San Juan, PR
04.2004 - 10.2005
- Provide the essential functions of checking a guest in/out
- Provide information on the hotel and the community
- Promote and sell different room types, while representing the hotel in a professional and responsible manner
- Taking guest room and outlet reservations upon request
- Maintaining an up to date guest history and reconciling guest folios upon check out
- Maintaining an organized and effective front desk work area
- Responsible of overseeing rooms inventory and assuring "house" balance
- Partner with Group Reservations and Event Management team to assure all room categories are available and blocked for guest arrival with information provided by
- Reservations Manager and Event Manager.
Skills
- Fidelio
- Events Management
- Expense Management
- Micros POS
- Banquet Experience
- Catering
- Office Management
- Profit & Loss
- Sales Management
- Pricing
- Budgeting
- Additional Information
- Skills
- MS Office
- Delphi New Market (Key Operator)
- Fidelio/ Opera Hospitality Platforms
- Shift Planning Scheduling Software
- Zenefits HR Solutions
- Relationship Building
- Customer Trend Analysis
- Detail-Oriented
- Customer Service
- Sales Quota Management
- Decision Making
- Performance Evaluations
- Product and Service Promotion
- Sales Program Coordination
- Operating Procedures and Policies
- Sales Projections
- Time Management
- Staff Training and Development
- Problem Solving
- Team Recruiting and Onboarding
- Interdepartmental Collaboration
- Contract Management
- Appointment Scheduling
- Closing Techniques
- Data Confidentiality
- Document Management
- Account Acquisition
- Business Analytics
- Sales Targeting
- Lead Generation
- New Hire Onboarding
- Presentations and Public Speaking
- Cold Calling
- Customer Billing
- Operations Management
- Business Needs Assessment
- Business Objective Analysis
- Inventory Planning and Management
- Consultative Selling Techniques
- Employee Retention
Additional Information
- Willing to relocate: Anywhere, Authorized to work in the US for any employer
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Banquet Manager/ Sales Manager
Crowne
04.2017 - 11.2021
Coordinator
Team Worx
11.2012 - 04.2017
Senior Meeting & Special Events Manager
The Ritz, Carlton, San Juan San Juan
10.2009 - 12.2012
Meeting & Special Events Administrative Assistant
The Ritz, Carlton
10.2005 - 12.2009
Front Desk Agent/ Rooms Controller
The Ritz, Carlton
04.2004 - 10.2005