Christopher Cervantes
Key West,FL
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
9
9
years of professional experience
Work History
Reservations Manager
The Perry Hotel
Key West, FL
05.2023 - Current
- Work closely with the Revenue team to implement new rate strategies and promotions to drive room occupancy and ADR
- Helped with the transition from our onsite reservation team to working with our new call center
- Helped train new call center agents on the property, rooms types and promotions
- Work Closely with the KRC Team to drive guest bookings and maximize room revenue, helped generate 938K in total revenue which was 15% increase from STLY
- Assisted the Sales team with the Delphi -Opera Cloud integration
- Kept up with all third party extranets and responding to guest messages and inquiries in a timely manner
- Helped with the implementation of two new programs to the property, Micrometrics and Cube
- Oversee and assist all staff members to make sure they a providing proper customer service and to resolve the customers complaints, as well as attend to their special requests
- Assist with managing hotel inventory and fixing any oversold room types.
Senior Sales and Reservation Manager
The Perry Hotel
Key West, FL
05.2022 - 05.2023
- Worked closely with the Director of Sales to drive group bookings by establishing relationships with clients and selling the property
- Worked closely with the Revenue Director to implement new rate strategies and promotions to drive room occupancy and ADR
- Helped with implementing Navis CRM for The Perry and oversaw two onsite reservation agents and one remote agent that help generate 1.4 million in total revenue through inbound and outbound calls and email leads
- Assisted with the transition from Opera V5 to Opera Cloud and trained Guest Service Agents to be proficient using the PMS
- Helped with the transition from Tripleseat Event Management Platform to Delphi, during the transition I was tasked to input all definite bookings from Tripleseat into Delphi
- Kept up with all third party extranets and responding to message and inquiries in a timely manner
- Oversee and assist all staff members to make sure they a providing proper customer service and to resolve the customers complaints, as well as attend to their special requests
- Assist with managing hotel inventory and fixing any oversold room types.
Assistant Guest Service Manager
The Perry Hotel and Marina
Key West, FL
05.2021 - 05.2022
- As Assistant Guest Service Manager, I helped the Guest Service Managers on operating a 100 room boutique hotel and 288 boat slip Marina
- Responded to guest inquires and complaints in a timely manner while also providing excellent guest service
- Managing guest needs, while also insuring the highest customer satisfaction
- Develop policy and procedures to implement at the front desk
- Keeping up with all third party extranets and responding to message and inquiries in a timely manner
- Oversee and assist all staff members to make sure they a providing proper customer service and to resolve the customers complaints, as well as attend to their special requests
- Assist with managing hotel inventory and fixing any oversold room types
- Coordinated responses to guest needs by working with housekeeping, and facilities to quickly resolve issues
- Organized the efficient turnover of vacated rooms with housekeeping staff to consistently meet check-in times for new guests arriving
- Helped increase TripAdvisor ranking from #12 to #10 by providing excellent customer service, while also responding to all reviews and surveys that we received.
Front Office Manager
Havana Cabana Resort
Key West, FL
02.2020 - 03.2021
- As front office manager I was in charge of managing a staff of 8-10 employees whose goal was to accommodate and anticipate all guest needs while also providing excellent customer service
- Had to respond to all guest inquires and complaints in a time sufficient manner
- Keep up with all third party agents and reservation to make sure they were inputted into PMS system properly
- Make the employee schedule and process the payroll biweekly
- While Front Office Manager was able to increase our Trip Advisor ranking from #12 to #8 during a tough period after Covid-19
- Helped support the property during the closure due to Covid-19 tasks included reaching out to all future guest to either cancel or reschedule their stay also helped prepare the property to reopen in June.
Complex Supervisor
Highgate Hotels
Key West, FL
05.2017 - 02.2020
- As Complex Supervisor I was in charge of managing two properties The Gates Hotel/ 24 North during the PM shift
- As PM Manager I oversaw all outlets on the property as the Manager on Duty including Housekeeping, Engineering and Food and Beverage
- Had to respond to all guest inquires and complaints in a time sufficient manner
- Keep up with all third party agents and reservation to make sure they were inputted into PMS system properly
- Prepare the Audit for Night Audit to run during the overnight shift and prepared packets and property for the morning shifts
- Worked a very fast paced shift as I oversaw two separate properties and almost needed to be in two places at once
- Organized the efficient turnover of vacated rooms with housekeeping staff to consistently meet check-in times for new guests arriving
- Coordinated responses to guest needs by working with housekeeping, room service and maintenance to quickly resolve issues.
Front Desk Agent
Highgate Hotels
Key West, FL
02.2015 - 05.2017
- As front desk agent my main objective was to greet and provide excellent/professional service to all guests traveling to stay at our property
- Provided Quality check in/check out experience for my guests with knowledge of the property and the city
- Maintained a clean hotel lounge to keep it presentable for all guests Coordinated the efficient and secure delivery of guest luggage, mail and packages
- Organized the efficient turnover of vacated rooms with housekeeping staff to consistently meet check-in times for new guests arriving
- Coordinated responses to guest needs by working with housekeeping, room service and maintenance to quickly resolve issues.
Education
B.A in Business Management -
University of South Florida-Main Campus
05.2008
High school diploma -
Key West High School
05.2005
Skills
- Front Desk (10 years)
- Guest Services (10 years)
- Night Audit (5 years)
- Office Management (8 years)
- Multi-line Phone Systems (8 years)
- Microsoft Office (10 years)
- Customer service (10 years)
- Hotel Management (7 years)
- Payroll (6 years)
- Customer Satisfaction
- Reservations Management
- Sales
- Proficient in Spanish
- Rooms Division Oversight
- Team Training
Languages
Spanish
Native/ Bilingual
Timeline
Reservations Manager
The Perry Hotel
05.2023 - Current
Senior Sales and Reservation Manager
The Perry Hotel
05.2022 - 05.2023
Assistant Guest Service Manager
The Perry Hotel and Marina
05.2021 - 05.2022
Front Office Manager
Havana Cabana Resort
02.2020 - 03.2021
Complex Supervisor
Highgate Hotels
05.2017 - 02.2020
Front Desk Agent
Highgate Hotels
02.2015 - 05.2017
B.A in Business Management -
University of South Florida-Main Campus
High school diploma -
Key West High School
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