Karel Perez
Key Largo
Summary
Dedicated and capable of balancing multiple tasks and priorities seamlessly while delivering the highest level of customer service. With over 16 years of experience in the hospitality industry my goal is to be part of a group where I can use my knowledge to educate, develop and maintain successful team while advancing company profitability.
Overview
16
16
years of professional experience
Work History
HOTEL MANAGER
Ocean Pointe Suites
09.2022 - Current
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Implemented preventive maintenance programs, assuring optimal condition and functionality of hotel facilities and equipment.
- Reduced operational costs by streamlining processes and optimizing resource allocation.
- Use check books to closely monitor hotels departmental budget expenses.
- Analyzed monthly P&L statements.
- Work alongside Sales and Marketing team to develop and implement marketing strategies to promote hotel income.
- Identified opportunities for growth by conducting market research and analyzing competitor strategies.
- Contributed to annual budget planning by setting realistic sales targets based on historical data and market trends.
DIRECTOR OF OPERATIONS
The Mutiny Hotel
05.2021 - 09.2022
- Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
- Conducted regular performance reviews to assess team progress, providing constructive feedback and guidance for continuous improvement.
- Defined, implemented, and revised operational policies and guidelines.
- Collaborated with senior management to develop and execute long-term corporate goals and objectives.
- Managed budgets and resources, optimizing allocation for maximum impact on business objectives.
OPERATIONS MANAGER (Task Force)
Ocean Pointe Suites
07.2020 - 05.2021
- Organized and optimized daily operations for the front desk, maintenance and housekeeping departments to increase productivity and guest satisfaction
- Improved standard operational procedures to increase efficiency and have a uniformed mindset throughout the property
- Produced satisfaction statistics reports to evaluate team and department performance, adjust strategies to maintain a sustainable operation
- Promoted positive customer experience through day-to-day supervision of shift reports and guest feedback
- Supported each department and line staff to maximize quality and work efficiency
- Managed inventory goods, purchasing, PO and invoices efficiently while staying within the monthly budget
- Interviewed and hired strong candidates for team openings
OPERATIONS MANAGER
Provident Luxury Suites Fisher Island
02.2018 - 07.2020
- Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction
- Monitored customer feedback to devise business strategies and determine process improvements for better customer experiences
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle
- Resolved various issues and discrepancies for customers
- Organized ongoing maintenance schedules to boost quality of rooms
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements
- Placed orders for housekeeping supplies and guest toiletries
- Executed tasks within time and budget constraints
FRONT OFFICE MANAGER
The Mutiny Hotel
11.2014 - 07.2020
- Manage and monitor activities of all employees in the Front Office department (FD Agent, Bellman, Concierge)
- Implement and ensure that all standards of excellence, S.O.P, and the guidelines set in the employee handbook are being followed through the department
- Plan and lead training programs focused on staff development
- Implement an EMPOWERED environment
- Address any misconduct and properly document any coaching/counseling
- Set departmental goals and highlight team success
- Hold monthly department meetings to keep staff informed and to maintain a strong team atmosphere and culture
- Undertake full responsibility for scheduling, payroll, expenses and purchasing for the department
- Send surveys and monitor/reply to TripAdviser, booking.com, Expedia and Hotel.com reviews
- Act as manager on duty for the hotel, dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise
FRONT OFFICE SUPERVISOR
The Mutiny Hotel
02.2014 - 11.2014
- Perform ALL duties of a Front Desk Agent and assist staff with any situation as necessary using using the PMS system Springer-Miller
- Handle reservation calls as well as group sales in the absence of the reservations manager
- See that all front desk agents are properly following company S.O.P
- Perform weekly front desk inventory
- Participate as a lobby ambassador and other activities related to interacting with guests on an individual level
- Oversee front office operations in the absence of the Front Office Manager
ROOMS QUALITY SUPERVISOR
The Mutiny Hotel
03.2013 - 02.2014
- Handle maintenance and cleaning for a87-room full service boutique hotel
- Supervised12 housekeeping staff and3 maintenance staff
- Directed strategic initiatives to achieve top guest satisfaction on on-line platforms
- Developed department's first incentive performance program which motivated staff and resulted in a more enjoyable work environment
- Assessed employee performance and issues disciplinary notices
- Managed and logged accurate counts of inventory for housekeeping goods
- Worked under strict deadlines and respond to service request and emergency calls
CONCIERGE
The Mutiny Hotel
07.2011 - 03.2013
- Referred guests to local restaurants and recommended attractions in the area
- Provided personalized service to guest upon request
- Created a detailed contact book of restaurants, car rental service, massage services and other relevant services that guest would find useful
- Greeted registered guests and issued room keys, and processed credit card transactions during the Check-In/Check-out process
- Handled department telephone calls answering within3 rings using proper phone etiquette
- Recorded guest comments and complaints, referring customers to a manager if necessary
BELLMAN
The Mutiny Hotel
10.2008 - 07.2011
- Assisted with luggage's and personal belongings during the Check-In/Check-Out process
- Assisted guest with any special request during their visit
- Contacted housekeeping or maintenance staff when guests reports any problem
- Provided a warm and courteous welcome to all guest of the hotel
Education
High School Diploma -
MIAMI SR HIGH SCHOOL
Miami, FL01.2008
Skills
- Budgeting and forecasting
- Operations management
- Work flow planning
- Office and staff streamlining
- Policies and Procedures Implementation
- Team Leadership
- Project Management
- Planning and Coordination
- New hire on-boarding
- Staff development
Training
- GMBHA, Credit Card Fraud Panel06/2015 Guest Speakers: Robert Villanueva, ATSAIC, U.S Secret Service, Miami Field Office, Access Device Section
- Sexual Harassment Prevention, Training For Supervisors05/2015 PHEPS DUNBAR LLP Presented by: Reed L. Russell & Craig S. Dawson
- The Upset Guest, Overcome Challenges & Create Memorable Experiences10/2014 HT&T SERVICES, LTD Presented By: Rosemary Sanchez-Sosa/CHA, ASTD, NAPW786-457-7090
- First Thing First, Effective Time Management: Prioritize For Success09/2014 HT&T SERVICES, LTD Presented By: Rosemary Sanchez-Sosa/CHA, ASTD, NAPW786-457-7090
- Management & Leadership Skills, For First-Time Supervisors & Managers08/2014 NATIONAL SEMINARS TRAINING
Timeline
HOTEL MANAGER
Ocean Pointe Suites
09.2022 - Current
DIRECTOR OF OPERATIONS
The Mutiny Hotel
05.2021 - 09.2022
OPERATIONS MANAGER (Task Force)
Ocean Pointe Suites
07.2020 - 05.2021
OPERATIONS MANAGER
Provident Luxury Suites Fisher Island
02.2018 - 07.2020
FRONT OFFICE MANAGER
The Mutiny Hotel
11.2014 - 07.2020
FRONT OFFICE SUPERVISOR
The Mutiny Hotel
02.2014 - 11.2014
ROOMS QUALITY SUPERVISOR
The Mutiny Hotel
03.2013 - 02.2014
CONCIERGE
The Mutiny Hotel
07.2011 - 03.2013
BELLMAN
The Mutiny Hotel
10.2008 - 07.2011
High School Diploma -
MIAMI SR HIGH SCHOOL
Similar Profiles
Matthew BasilioMatthew Basilio
Sous Chef at Delta Hotels Victoria Ocean Pointe ResortSous Chef at Delta Hotels Victoria Ocean Pointe Resort
MINH TRANMINH TRAN
Banquet Captain at Delta Hotels Victoria Ocean Pointe ResortBanquet Captain at Delta Hotels Victoria Ocean Pointe Resort
Brian VaheyBrian Vahey
Director of Operations at Marriott's Ocean Pointe ResortDirector of Operations at Marriott's Ocean Pointe Resort