Gerardo Perez Guerrero
Reno,NV
Summary
Dynamic hospitality professional with 6+ years of experience in resort operations, front desk, and housekeeping leadership. Skilled in team management, service optimization, and Maintaining brand standards. Proven track record in improving efficiency, guest satisfaction, and team culture.
Overview
6
6
years of professional experience
Work History
Director of Housekeeping
Northstar Lodge
08.2021 - Current
- Lead and manage a housekeeping team of 45 staff members, including supervisors, room attendants, and public area attendants.
- Maintain a year-round Guest Satisfaction Score (GSS) of 94% or higher, consistently exceeding brand and company benchmarks.
- Successfully passed all internal and external Quality Assurance (Q&A) inspections, reflecting a consistent commitment to operational excellence and compliance.
- Develop and implement housekeeping protocols and scheduling strategies to optimize labor while maintaining exceptional cleanliness standards.
- Collaborate with maintenance and front office department to ensure seamless guest experiences and rapid response to service request.
- Spearheaded the transition to eco-friendly cleaning products and practices, supporting corporate sustainability goals and improving staff safety,
- Provide ongoing and staff training focused on brand standards, guest service, and workplace safety.
- Monitor Inventory and budget controls a=to reduce supply cost without compromising quality.
- Drive high team morale and retention through mentorship, open communication, and recognition programs.
Assistant Front Desk Manager
Northstar Lodge
07.2021 - 08.2022
- Supervised daily front desk operations for a 120-unit mountain lodge, ensuring seamless guest check-ins, check- outs, and reservations accuracy.
- Managed and trained a team of 6 front desk agents, delivering exceptional costumer service and maintaining high guest satisfaction score.
- Resolved guest concerns promptly and professionally, achieving a 95% positive resolution rate according to post-stay surveys.
- Assisted in coordinating housekeeping and maintenance schedules to align with occupancy levels and guest needs.
- Oversaw cash handling, night audit reporting, and reconciliation of daily revenue, ensuring compliance with company policies.
- Supported the Front Desk Manger in creating staff schedules, evaluating performance, and onboarding new hires.
- Collaborated with sales and events team to support group bookings, VIP arrivals, and special request.
Assistant Property Manger
Edgelake Beach Club
01.2019 - 07.2021
- Managed daily operations for a 60-unit timeshare resort, ensuring high level of guest satisfaction and property upkeep.
- Supervised and coordinated a team of 16 employees, including front desk staff, housekeeping, and maintenance, to deliver exceptional service and efficient operations.
- Assisted with budget management, vendor coordination, and procurement of supplies and services.
- Facilitated timeshare owner communications, resolving inquiries and concerns to maintain strong community relations.
- Oversaw property inspections, preventive maintenance, and compliance with safety standards and local regulations.
- Played a key role in implementing streamline process that that improved operational efficiency and guest experience
Education
High School Diploma -
North Tahoe High School
Tahoe City, CA06-2013
Skills
- Team Leadership and Training
- Quality Control
- Budget Management
- Heath & Safety Compliance
- Operational Efficency
- Guest Service Excellence
- Reservation Ssystems Proficiency
- Conflict Resolution
- Administrative Tasks
- Tenant Relations & Customer Service
- Property Maintenance Oversight
- Bilingual
- Office 360
Timeline
Director of Housekeeping
Northstar Lodge
08.2021 - Current
Assistant Front Desk Manager
Northstar Lodge
07.2021 - 08.2022
Assistant Property Manger
Edgelake Beach Club
01.2019 - 07.2021
High School Diploma -
North Tahoe High School
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