Matthew Gutierrez
San Antonio,Texas
Summary
Dedicated hospitality professional skilled in enhancing guest experiences and driving team performance. Proven ability to lead operational initiatives that foster accountability and consistency across departments. Strong communicator focused on maintaining high standards of service while managing multiple priorities effectively.
Overview
1
1
Certification
20
20
years of professional experience
Work History
Housekeeping Manager
White Lodging | Kimpton Santo
San Antonio, Texas
10.2025 - Current
- Lead monthly housekeeping department meetings, communicating policies, operational updates, and performance expectations to promote accountability, consistency, and team engagement.
- Direct daily housekeeping operations, including room assignments, staffing coordination, and quality inspections of guest rooms and public areas, contributing to exceptional guest satisfaction and service excellence.
- Supervised and coached housekeeping team members, fostering culture of high performance, safety, and attention to detail.
- Manage housekeeping and laundry inventory operations, maintaining accurate stock levels and ensuring 3-par inventory standards through strategic ordering, tracking, and cost-control practices.
- Developed and managed departmental budget, monitored expenses, reconciled housekeeping checkbook, and ensured financial accountability while maintaining operational efficiency.
- Coordinate and oversee preparation for Risk and Brand Quality Assurance audits, consistently achieving successful outcomes while exceeding compliance and operational standards.
- Collaborated with hotel leadership and cross-functional departments to resolve operational challenges and enhance overall guest experience.
Director of Services
Hyatt Vacation Club Wild Oak Ranch
San Antonio, Texas
12.2023 - 08.2025
- Implemented service strategies aligned with Hyatt Vacation Club brand standards, enhancing guest satisfaction scores and strengthening owner retention.
- Directed and coached cross-functional teams, cultivating a culture of excellence and accountability while driving continuous improvement across service areas.
- Led and managed multi-departmental operations-including front office, housekeeping, and guest services-ensuring seamless, high-quality experiences for vacation ownership guests and members.
- Spearheaded preparation and execution efforts for brand quality assurance audits, resulting in successful audit outcomes and exceeding compliance benchmarks.
- Analyzed guest feedback and operational metrics to optimize service delivery and enhance quality without compromising budget performance.
Front Office Manager
Hyatt Vacation Club Wild Oak Ranch
San Antonio, Texas
10.2022 - 12.2023
- Leading & Supervising a successful execution of front office operations.
- Trained new and current associates on company initiatives and developed coaching materials to ensure alignment with company standards.
- Managed reservation processes with IRM team to optimize availability and allocations while coordinating with third-party booking vendors and adapting to market fluctuations.
- Performed department and company audits to secure a passing score through monthly self-audits and took accountability for timely corrections.
- Implemented practices to foster positive a positive work environment and collaborated with other departments to enhance owner and guest experiences, resulting in improved feedback and survey scores.
Front Desk Manager
Hyatt Residence Club Wild Oak Ranch
San Antonio, Texas
08.2021 - 10.2022
- Building & overseeing guest service staff, performance evaluations, training & development.
- Executed daily front desk operations across all shifts, managing tasks and projects to meet goals and deadlines.
- Streamlined the registration process to enhance owner and guest experiences.
- Resolved and followed up on issues and inquiries from VIPs, owners, and guests, ensuring satisfaction and enhancing overall experience.
- PM manager on duty overseeing all departments in closing out the entire property nightly.
Front Office Agent/Night Auditor
Hyatt Residence Club Maui
Lahaina, HI
12.2018 - 06.2020
- Managed guest registration process, facilitating seamless check-ins, check-outs, and accurate reservation information.
- Processed payments and addressed guest inquiries, enhancing overall guest experience.
- Audited property finances and transactions, corrected discrepancies, and prepared reports for different department managers regarding arrivals, departures, finances, housekeeping, and more.
- Delivered exceptional service to owners and guests, ensuring a welcoming and memorable stay.
- Dispatched calls to departments and ensured timely delivery of requests and messages.
Front Office Supervisor
Hyatt Wild Oak Ranch
San Antonio, TX
05.2019 - 09.2019
- Delivered excellent guest service while streamlining registration and service processes.
- Addressed guest requests, inquiries, and concerns promptly to enhance overall guest satisfaction.
- Assisted guests and fellow associates to resolve any issues promptly whenever they arise.
- Assumed manager on duty responsibilities, overseeing operations and staff in absence of management.
General Manager
Dairy Queen/Orange Julius
08.2006 - 11.2018
- Executed inventory purchasing and receiving procedures.
- Coordinated shop activities and managed scheduling independently.
- Facilitated clear communication of duties among staff.
- Maintained work equipment and ensured store cleanliness met health regulations.
- Replenish supplies for employees and customers. Keep backup supplies fully stocked.
- Process bank deposits and balance daily money transactions. Run daily reports.
General Manager
808 MOPEDS
11.2016 - 07.2017
- Coordinated purchasing and receiving of mopeds and parts to maintain optimal inventory levels.
- Streamlined daily shop operations by restocking supplies and organizing inventory.
- Executed repairs on mopeds, ensuring safety and functionality for customer use.
- Moped servicing and inspection.
- Rider's safety coach.
- Sales representative and Rental Agent.
Kai'ala Market Attendant
Westin Kaanapali Ocean Resort and Villas
11.2012 - 05.2015
- Crafted quality coffee beverages to enhance customer satisfaction.
- Assisted guests and owners with inquiries and requests, ensuring a positive experience.
- Managed merchandise stock and restocked items to maintain inventory availability.
- Participated in ADP program focused on food and beverage management.
Education
Business Management -
Maui Community College
01-2011
High school -
Lahainaluna High School
Lahaina, HI01-2009
Skills
- Quality assurance
- Service improvement
- Operational leadership
- Budget management
- Attention to detail
- Guest relations
- Performance enhancement
- Cross-department collaboration
- Team collaboration
- Decision making
- Problem solving
- Conflict resolution
- Interpersonal communication
- Time management
Certification
- Certificate in Situational Leadership
- Food Handlers Certification
- CPR/AED Certified
- Serve Safe Manager Certificate
Timeline
Housekeeping Manager
White Lodging | Kimpton Santo
10.2025 - Current
Director of Services
Hyatt Vacation Club Wild Oak Ranch
12.2023 - 08.2025
Front Office Manager
Hyatt Vacation Club Wild Oak Ranch
10.2022 - 12.2023
Front Desk Manager
Hyatt Residence Club Wild Oak Ranch
08.2021 - 10.2022
Front Office Supervisor
Hyatt Wild Oak Ranch
05.2019 - 09.2019
Front Office Agent/Night Auditor
Hyatt Residence Club Maui
12.2018 - 06.2020
General Manager
808 MOPEDS
11.2016 - 07.2017
Kai'ala Market Attendant
Westin Kaanapali Ocean Resort and Villas
11.2012 - 05.2015
General Manager
Dairy Queen/Orange Julius
08.2006 - 11.2018
Business Management -
Maui Community College
High school -
Lahainaluna High School