Santiago Guzman Amortegui

• As the Evening Hotel Manager oversees the hotel's evening operations, ensuring a seamless and exceptional guest experience. Key responsibilities include:
• Managing overnight front desk agents and night auditors while also supervising bellman, security agents, evening engineering, housekeeping and public area attendants ensuring seamless operations during evening hours.
• Addressing guest complaints, resolving issues promptly and fostering positive relationships.
• Liaising with day management, collaborating with departments and communicating effectively with guests and staff.
• Serving as the hotel's representative during evening hours, resolving issues, ensuring guest satisfaction and maintaining operational efficiency.
• Provided excellent customer service, leading by example for team members to follow.

• Comprehensive training across all resort operations and leadership aspects, covering:

Food & Beverage:

• Operational manuals and training. Service standards and menu development. Customer service and inventory management. Catering events and cross-functional collaboration

Rooms & Guest Services:

• Room operations and quality control. Inventory management and revenue optimization. Guest feedback analysis and operational improvements. Compliance and sustainability

Sales & Marketing:

• Group sales outreach and contract finalization. Sales strategies and revenue growth. Cross-functional collaboration

Human Resources:

• Regulatory compliance and employee benefits. Training schedule development and HR program alignment. Employee relations and talent management.

Interim Roles:

• Reservations and Revenue Manager.
• Afternoon MOD (Manager On Duty).
• Catering Assistant Manager.
• Staff and Membership Accountant.

Restaurant Host:

• Managing reservations and waitlists and coordinating table assignments and server rotations
• Coordinating IRD runners and deliveries for timely and accurate In-Room Dining orders

Guest Services Concierge and Front Office Agent:

• Efficiently process guest arrivals and departures ensuring accurate room assignments and key distribution and billing
• Respond to and resolve guest inquiries and requests, offer expert knowledge of on-site and off-site activities, attractions, and services
• Collaborate with other departments to ensure seamless guest experiences
• Anticipate and exceed guest expectations

Housekeeping Dispatcher / Room Inspector:

• Collaborate with Front Desk, Housekeeping, and Maintenance Departments to optimize room cleaning, turning, and move processes
• Maintain accurate departmental inventories, ensuring adequate supplies and resources
• Conduct regular room inspections to ensure 5-star luxury standards are met
• Assist and support all positions within the Housekeeping Department as needed
• Fulfill leadership roles within the department on an as-needed basis

• Take food & beverages orders, bus and reset tables. Greet and seat costumers. Close out tickets, evening accounting and distribution of tips to the staff. Opening & closing side-work, keep the working area clean and tidy.

• Supervising and managing food service assistants and kitchen staff, providing training, coaching, and performance feedback. Creating new dishes and developing gastronomic seasons. Managing inventory and ordering supplies as needed and maintaining food costs within acceptable corporate guidelines. Preparing weekly schedules for kitchen staff. Performing as required, including covering kitchen shifts and attending meetings

• Creating seasonal menus. Preparing, cooking and serving meals for costumers.
• Keeping the working area clean and organized. In charge of stock control, portion control and quality control.

• In charge of mise en place and production of desserts, salads, and cold dishes. Cooking fresh food in a high-volume environment. Keeping the working area clean and organized.