Reynaldo L. Ortiz
Davenport
Summary
Results driven hospitality leader with extensive experience in resort operations, guest services, and team leadership within the vacation ownership industry. Proven ability to lead multi-department resort operations, drive operational strategy, and maintain exceptional guest and owner satisfaction. Experienced in financial performance management, board relations, and operational oversight, including serving as Acting General Manager during leadership absences. Bilingual in English and Spanish with a strong track record of improving operational efficiency, team performance, and service delivery in high-volume resort environments.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Rooms Manager
Club Wyndham Orlando International Resort
04.2022 - Current
- Assist the General Manager in overseeing daily resort operations across maintenance, housekeeping, and guest services to ensure operational efficiency and exceptional guest experiences.
- Execute operational strategies aligned with brand standards and resort performance goals.
- Achieved outstanding scores on Operational Compliance Visits and Safety Audits while serving as Manager on Duty and Safety Designee.
- Served as Acting General Manager during two extended maternity leave periods, maintaining operational leadership, decision-making authority, and property oversight.
- Conduct regular operational walk-throughs with Engineering and Housekeeping to ensure guest rooms, public spaces, and back-of-house areas meet quality and preventative maintenance standards.
- Analyze guest satisfaction surveys, comment cards, and operational reports to identify opportunities for service improvement and implement corrective action plans.
- Lead staff development initiatives including hiring, training, scheduling, and payroll oversight while fostering a culture of accountability and service excellence.
- Prepare board books, coordinate board meetings, and maintain communication with board members regarding operational performance and strategic initiatives.
- Promote a guest-centric culture aligned with Hospitality with Heart certification standards and Travel + Leisure service expectations.
Owner Care Specialist
Club Wyndham
06.2017 - 04.2022
- Resolved complex escalated owner concerns using deep knowledge of Shell Vacations Club by Wyndham products and conflict resolution strategies.
- Provided advisory support to counselors regarding customer service challenges to maintain high owner satisfaction and retention.
- Maintained comprehensive knowledge of vacation ownership operations including sales administration, resort management, accounting, revenue management, and contract standards.
Sales Supervisor
Victoria’s Secret
08.2014 - 06.2017
- Drove and maximized sales performance through strategic selling techniques and exceptional customer service.
- Analyzed sales trends and product performance to identify opportunities and increase revenue.
- Led training and development initiatives for 300+ associates, coaching teams to deliver best-in-class performance.
- Maintained visual merchandising standards and ensured compliance with operational and safety guidelines.
General Manager
Red Mango
03.2013 - 07.2014
- Directed store operations, achieving sales objectives through labor management, operational efficiency, and superior guest service.
- Recruited, trained, and coached employees while implementing staff retention strategies.
- Oversaw financial reporting, bookkeeping, and office administration.
General Manager
Denny’s Restaurant
12.2011 - 02.2013
- Managed restaurant operations ensuring compliance with brand standards and operational procedures.
- Achieved profitability and operational flow-through goals through effective labor and inventory management.
- Supervised guest service, staff training, and sanitation practices to maintain operational excellence.
- Developed and implemented corrective action plans to improve team performance and operational outcomes.
Education
Associate of Applied Business - Business Administration
Universidad Central De Bayamón
Bayamón, PRProfessional Degree - Hotel Management & Tourism
Dr. Pedro Albizu Campos
Toa Baja, PRSkills
- Resort Operations & Leadership
- Owner & Guest Experience Excellence
- Operational Strategy & Performance Management
- Financial & Business Performance
- Systems & Technology
Certification
- CPO – Certified Pool & Spa Operator
- Hospitality with Heart Certification
Section name
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Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Rooms Manager
Club Wyndham Orlando International Resort
04.2022 - Current
Owner Care Specialist
Club Wyndham
06.2017 - 04.2022
Sales Supervisor
Victoria’s Secret
08.2014 - 06.2017
General Manager
Red Mango
03.2013 - 07.2014
General Manager
Denny’s Restaurant
12.2011 - 02.2013
Professional Degree - Hotel Management & Tourism
Dr. Pedro Albizu Campos
Associate of Applied Business - Business Administration
Universidad Central De Bayamón