Elijah Pheraifuentes
Winter Garden
Summary
Organized professional with experience in hospitality, customer service and management. Adept in problem-solving, multitasking and leading teams in a fast-paced environment. Proven ability to build relationships with customers and develop strategies to increase customer satisfaction. Recognized for ability to create efficient processes and procedures to improve operational efficiency.
Professional leader with comprehensive experience in driving operational excellence and strategic growth. Proven track record of fostering team collaboration and achieving impactful results in dynamic environments. Skilled in navigating complex challenges, optimizing processes, and cultivating positive workplace cultures. Known for adaptability, effective communication, and strong decision-making abilities.
Overview
1
1
Certification
15
15
years of professional experience
Work History
General Manager
Hotel Miramar
Puerto Rico
06.2024 - 07.2026
- Managed all hotel operations, leading multiple departments to deliver exceptional guest experiences.
- Improved operational efficiency through process improvements and cost-control initiatives.
- Increased guest satisfaction by resolving concerns quickly and maintaining high service standards.
- Recruited, trained, and coached hotel staff, fostering a positive and accountable workplace culture.
- Managed budgets, payroll, purchasing, and financial performance to support profitability.
- Oversaw revenue management, occupancy, and group bookings to maximize business results.
- Built strong relationships with vendors and contractors while ensuring compliance with safety and brand standards.
Front Desk Operations Supervisor
Marriott Vacation Club
01.2020 - 05.2026
- Manage day-to-day operations of the front desk, ensuring efficient and excellent service
- Trained new front desk agents and provided ongoing training for current employees
- Collaborated with other departments to ensure seamless operations and guest satisfaction
- Oversaw reservation management and billing, ensuring accuracy and timeliness
- Conducted regular audits of front desk operations to ensure compliance with hotel policies and procedures
- Managed the front desk schedule and ensured proper coverage at all times
Front Desk Supervisor
Marriott Vacation Club
01.2017 - 01.2020
- Supervised a team of 5 front desk agents, ensuring excellent customer service and efficient operations
- Conducted training sessions for new hires and provided ongoing training for current employees
- Managed the front desk schedule and ensured proper coverage at all times
- Assisted guests with check-in, check-out, and other inquiries, ensuring a positive experience
- Handled guest complaints and resolved issues in a timely and professional manner
- Maintained accurate records of guest information, reservations, and billing
- Collaborated with other departments to ensure seamless operations and guest satisfaction
Senior Sales Manager
Hotels Corporation, Westgate Resorts, US
01.2016 - 01.2017
- Recruiting, training, developing and re-training agents
- Managing and partnering with internal departments
- Coach and counsel team members ongoing
- Track teams statistics, with coaching and setting agent goals
- Manage customer service
- Achieve department goals by creating a cohesive team
- Maintain motivated work environment
- Monitor inbound/outbound call traffic
- Assist with management schedules to ensure floor coverage
- Provide outstanding service to guest during the booking process
- Follow department rules, policies and procedures
- Monitor reservations, cancels, lead penetration and other task
- Disqualify gust that do not meet qualifications standards for marketing packages
- Provide guest information and area attraction information
- Save cancel packages by handling objections and issues
- Work with inventory department to determine best segment use of rental inventory
- Evaluate business for profitability based on analysis revenue/profitability provide insight
- Work with partner outside resorts to maintain high customer service
- Manage teams 10-100 to exceed customer service
Senior Sales Supervisor
Hotels Corporation, Westgate Resorts, US
01.2012 - 01.2016
- Monitor calls on a regular basis for new hires
- Collaborate with department to maintain a ongoing training plan
- Analyze new bookings via activity report by channel
- Competitive price by comp set report
- Shop channel and review pricing by segment
- Review forecast daily and change selling patterns as needed
- Cultivate & maintain strong rewarding business relationships internally and externally
Skills
- Safety and Security
- Rate Changes
- Customer Service Management
- Check-In and Check-Out Procedures
- VIP Guest Relations
- Personnel Management
- Word Processing
- Hospitality Management
- Sales Expertise
- Problem-Solving Skills
- Leadership and team building
- Problem resolution
- Operations management
Certification
Microsoft Office Suite 365
Timeline
General Manager
Hotel Miramar
06.2024 - 07.2026
Front Desk Operations Supervisor
Marriott Vacation Club
01.2020 - 05.2026
Front Desk Supervisor
Marriott Vacation Club
01.2017 - 01.2020
Senior Sales Manager
Hotels Corporation, Westgate Resorts, US
01.2016 - 01.2017
Senior Sales Supervisor
Hotels Corporation, Westgate Resorts, US
01.2012 - 01.2016