Pablo Robles Ortiz de Saracho
Miami
Summary
Luxury hospitality leader with strong experience in high-volume Forbes-oriented environments. Currently Assistant Front Office Manager at InterContinental Miami, driving KPI performance, Guest Love/Medallia scores, and operational excellence. Proven ability to lead teams, improve service scores, and deliver consistent luxury guest experiences aligned with industry standards.
Overview
3
3
years of professional experience
Work History
Assistant Front Office Manager
InterContinental Miami - IHG
Miami
03.2025 - Current
- Lead Front Office operations in a 650+ room luxury hotel with average occupancy above 85%
- Managed and coached team of 20+ associates, enhancing performance and accountability
- Drove Guest Love / Medallia scores, leading to significant improvements in guest satisfaction
- Handle 10-30 guest interactions/escalations per shift, ensuring high-level service recovery
- Supported upselling initiatives, resulting in increased daily revenue from room upgrades and amenities
- Act as Manager on Duty overseeing full hotel operations across all departments
- Improve operational efficiency (check-in flow, room readiness, guest communication)
Manager on Duty / Shift Leader
InterContinental Miami - IHG
Miami
10.2023 - 10.2024
- Led hotel-wide operations during high occupancy periods (85-95%)
- Resolved high-impact guest escalations, improving online reviews and satisfaction scores
- Coordinated multiple departments to uphold luxury service standards and enhance guest experience
- Contributed to KPI performance including guest satisfaction and operational flow
Manager in Training - Front Office
InterContinental Miami - IHG
Miami
07.2023 - 09.2023
- Developed expertise in Opera PMS, optimizing guest journey and improving service delivery
- Completed intensive training in luxury operations, enhancing understanding of KPI management
- Supported daily hotel operations by coordinating guest services.
- Supported management in staff training and development initiatives.
- Collaborated with team members to maintain high cleanliness standards throughout the property.
Managing Partner
Mirador del Zenete Apartments
- Elevated occupancy levels to 75-85% by implementing effective pricing and positioning strategies
- Oversaw operations, guest relations, and online reputation management, enhancing overall guest satisfaction and feedback
Education
Postgraduate Diploma - International Hospitality Management
Les Roches Global Hospitality Education
Marbella, Spain06-2023
Bachelor's Degree - Hospitality
University of Granada
Granada, Spain06-2021
Skills
- KPI Management
- Guest Love & Medallia Scores
- Forbes Standards
- Front Office Leadership
- Luxury service
- Service Recovery
- Upselling Strategy
- Proficient in Opera PMS
- Revenue optimization
- Problem solving
- Attention to detail
- Budget Management
- Scheduling
Languages
Spanish
Native/ Bilingual
English
Native/ Bilingual
French
Limited
Affiliations
Volunteer, ASDE Spain (2019-Present)
Timeline
Assistant Front Office Manager
InterContinental Miami - IHG
03.2025 - Current
Manager on Duty / Shift Leader
InterContinental Miami - IHG
10.2023 - 10.2024
Manager in Training - Front Office
InterContinental Miami - IHG
07.2023 - 09.2023
Managing Partner
Mirador del Zenete Apartments
Postgraduate Diploma - International Hospitality Management
Les Roches Global Hospitality Education
Bachelor's Degree - Hospitality
University of Granada