Miguel Fleites
Miami,Fl
Summary
In-depth knowledge of concierge department methods and procedures. Extensive knowledge of tour and travel industries as well as comprehensive knowledge of local restaurants, museums and attractions. Excellent time management, organizational skills and the ability to communicate with guests from diverse background. Excellent negotiation and networking skills and the ability to work under pressure and handle multiple tasks.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Controller / Supervisor / Customer Service
Big Bus Tours
06.2021 - 08.2024
- Controlle and supervise the daily tour operation
- Ensure that drivers are complying with all the rules are regulations before starting the shift, such as the bus audio, cleanness, ac, and enough supplies of brochures and itineraries
- Supervise the sales representatives on sight and ensure that they provide a superb customer service, promote the company tours with a descriptive detail of the tours and point of interest
- Sales of tour tickets; take care of customers with lost tickets and other issues that might arise, such as customers complaints and refunds
- Provide accurate information of the tours and help customers with directions and places to dine and night life.
Concierge
CARILLON MIAMI WELLNESS RESORT
06.2016 - 05.2021
- Ensure guest enjoy their stay to the fullest, handle guests requests in a timely manner
- Inform guests of hotel facilities, promote its service, amenities and hours of operations
- Advise guests of points of interests in the surrounding area, such as theaters, museums, concerts, sports events, as well as arrange transportation, local tours, limousine services, babysitting, deep sea fishing, helicopter rides, car rental and private chauffeurs, restaurants recommendations and reservations
- Confirm airlines tickets and/or make reservations, check flight status and print boarding pass
- Handle guests mail including packaging, shipping options and courier services
- Provide accurate directions, provide local maps and point out places of interests.
Concierge
GRAND BEACH HOTEL SURFSIDE
11.2013 - 04.2016
- Ensure guest enjoy their stay to the fullest
- Handle guest’s requests in a timely manner
- Inform guests of hotel facilities; promote its service and hours of operations
- Advise guests of points of interests in the surrounding area, theaters, museums, concerts, sports events, etc
- Provide restaurants recommendations and make reservations
- Arrange transportation, local tours, limousine services, babysitting, deep sea fishing, helicopter rides, car rental and private chauffeurs
- Confirm airlines tickets and/or make reservations, check flight status and print boarding pass
- Attend guests mail including packaging, shipping options and courier services
- Provide accurate directions and handle local maps and point out places of interests
- Train and supervise the concierge team.
Concierge
Intercontinental Hotel At Doral
09.2009 - 09.2013
- Responsible for providing advice and personal assistance to VIP’s and guests of the hotel
- Provide timely and accurate information about the services and facilities of the hotel
- Adhere and ensure that core standards and hotel policy is observed at all times
- Responsible for selling the services of the hotel and its concessions
- Play the role of a travel consultant, social advisor, personal assistant and expenditures of personal and business matters.
Tour coordinator / Tour Guide-Chauffeur
Miami Sunshine tours, inc
09.2005 - 08.2009
- Ensured that all accommodations are obtained at the best possible cost consistent with the travel needs of the organization
- Sold travel tickets, packaged and specialized tours, and advises customers on travel plans very efficiently
- Coordinated sales promotion activities, approves advertising copy, and travel display work
- Directed, coordinated and participated in merchandising travel agency services, such as sale of transportation company carrier tickets, packaged or specialized tours, or vacation packages.
Owner / General Manager
Quality tours, inc
06.2000 - 08.2005
- Manage the day-to-day operation related to transportation, tour guide services and business logistics
- Work closely with other managers in Travel Services to design, implement, and maintain agency enhancements to ensure complete integration with those services (i.e
- Online booking tools, hotels, transportation services and car rental programs)
- Participate in activities to assess and select appropriate tools aimed to improve operational process efficiencies as well as capturing data that will lead and target strategic initiatives
- Interact with customers and service partners providing the highest customer service
- Hire and train personnel as Tour Guides/Chauffeurs.
Education
Bachelor of Arts - Teacher of English as a 2nd language -
Higher Institute of Foreign Languages, “Enrique Jose Varona” Havana, Cuba
01.1971
Skills
- Microsoft Word
- Opera PMS
- Hot SOS
- Go Concierge / Alice concierge program
- Beginners Excel program
- Resort experience
- Hospitality and Concierge background
- Service oriented, diligent, efficient, people’s pleaser, team builder
Certification
Notary Public, GG153439, 10/19/2025
Accomplishments
- Nominated Front of the house, Employee of the 1st Quarter 2011.
- Awarded Service Star 2011 by Unifocus Service Scope Hotel, with a 98 score.
- Awarded Service Star 2012 by Unifocus Service Scope-Hotel, with a 94 score
- Elected board member of the Southern Florida Concierge Association 2012-2013 term as a Director of Community Outreach / Meetings & Events.
- Elected concierge of the month by Where Magazine for the month of February 2013.
- Elected Front of the House Employee of the 1st Quarter 2013.
- Grand Beach Surfside hotel opening team September 2013
- Awarded Front of the House employee for the month of March 2014.
- Awarded Front of the House employee for the month of October 2015.
- 2018 Forbes secret shopper, with a 89 score
- 2018 Certificate of Completion from Forbes Travel Guide/City of Miami Beach Hospitality Training Service
- Nominated Front of the House employee of the 1st Quarter 2019
Affiliations
- Member of Les Clefs d’Or USA
- Member of the Southern Florida Concierge Association
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Controller / Supervisor / Customer Service
Big Bus Tours
06.2021 - 08.2024
Concierge
CARILLON MIAMI WELLNESS RESORT
06.2016 - 05.2021
Concierge
GRAND BEACH HOTEL SURFSIDE
11.2013 - 04.2016
Concierge
Intercontinental Hotel At Doral
09.2009 - 09.2013
Tour coordinator / Tour Guide-Chauffeur
Miami Sunshine tours, inc
09.2005 - 08.2009
Owner / General Manager
Quality tours, inc
06.2000 - 08.2005
Bachelor of Arts - Teacher of English as a 2nd language -
Higher Institute of Foreign Languages, “Enrique Jose Varona” Havana, Cuba
Notary Public, GG153439, 10/19/2025
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