Santiago Guzman Amortegui

• Welcomed guests with genuine hospitality and personalized service.
• Assisted in resolving guest inquiries and concerns efficiently.
• Coordinated guest room assignments and special requests promptly.
• Collaborated with team members to enhance overall guest experience.
• Assisted in resolving guest complaints related to room availability, cleanliness, service issues, or billing disputes.

• Managing evening operations, including front desk and night auditing, bellman, security agents, evening engineering, housekeeping and public area attendants.
• Addressing guest complaints, resolving issues promptly and fostering positive relationships.
• 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. Anticipate and exceed guest expectations.
• Respond to and resolve guest inquiries and requests, offer expert knowledge of on-site and off-site activities, attractions, and services.

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, including leadership roles on an as-needed basis.

• Prepared drinks according to standard recipes.
• Trained new servers on restaurant procedures and customer interaction techniques.
• Handled cash transactions and processed payments efficiently at the register.

• Assisted in managing daily restaurant operations.
• Coordinated inventory management and supply ordering processes.
• Supervised front-of-house and back-of-house staff to ensure exceptional customer service, stepping in as a cook or server on an as-needed basis.

• Developed seasonal menus highlighting local ingredients and culinary trends.
• Trained and supervised kitchen staff in food preparation and safety practices.
• Implemented cost-control measures to optimize food production processes.
• Assisted in developing marketing strategies designed to increase restaurant revenue.
• Directed kitchen operations to ensure high culinary standards and guest satisfaction.