SEBASTIAN SANTAELLA
Orlando,FL
Summary
Operations leader with 9+ years of experience supporting high-volume hospitality portfolios across Central and North Florida. Proven in multi-property leadership, guest experience execution, executive partnership, and P&L performance. Known for leading complex transitions, stabilizing operations during peak demand, developing managers, and delivering revenue growth while protecting brand standards in hotel environments.
Overview
10
10
years of professional experience
Work History
Operations Manager
Metropolis
Orlando, USA
12.2024 - Current
- Led a full operational transition, overseeing uniforms, signage, equipment readiness, system configuration, and staff training, delivering a seamless go-live with no disruption to guest or tenant experience
- Built and managed recurring parking programs, onboarding 770+ total subscribers across individual and enterprise accounts while maintaining smooth access flow and service standards
- Strengthened client and tenant relationships through proactive communication, issue resolution, and solutions-focused partnership
- Delivered strong financial performance: 43% revenue above budget YTD while maintaining disciplined expense management
Senior Manager
SP+
Orlando, USA
01.2023 - 12.2024
- Provided multi-site leadership across a portfolio of 10+ hotel, event, and hospitality locations, ensuring consistent execution and operational alignment
- Led monthly P&L reviews and weekly operational check-ins to drive performance accountability and provide targeted support to site leadership
- Supported new openings and transitions, partnering with hotel leadership to stabilize operations, align staffing models, and maintain guest-first execution
- Coached on-site managers and supervisors, contributing to mentorship programs and strengthening internal leadership pipelines
Senior Facility Manager
SP+
Orlando, USA
11.2020 - 12.2022
- Supported major Loews events and off-property special events, ensuring staffing readiness, guest flow, and service consistency during peak demand.
- Task-forced across Loews environments to identify performance gaps, implement corrective actions, and reinforce consistent operational standards.
- Strengthened client relationships through recurring planning meetings, clear communication, and execution support for priority initiatives.
Facility Manager
SP+
Orlando, USA
01.2020 - 03.2020
- Supported daily site operations, staffing coordination, and service execution in a high-volume hospitality environment
- Supported the transition of Loews properties into SP+ operations, assisting with hiring, onboarding, and operational integration while maintaining service expectations
Front Drive Operations
Towne Park
Orlando, USA
04.2016 - 12.2019
- Supported guest arrivals and front-drive operations at Loews Royal Pacific, ensuring smooth flow, guest support, and event logistics aligned with luxury service standards
- Concluded role as Assistant Manager, supporting operations at Loews Portofino Bay through Towne Park partnership
Skills
- Bilingual (Spanish)
- Operational management
- Performance analysis
- Budgeting and forecasting
- Staff training and development
- Systems configuration
- Customer relationship management
- Property management systems (Opera, LightSpeed)
- Technical knowledge (hardware and software)
Timeline
Operations Manager
Metropolis
12.2024 - Current
Senior Manager
SP+
01.2023 - 12.2024
Senior Facility Manager
SP+
11.2020 - 12.2022
Facility Manager
SP+
01.2020 - 03.2020
Front Drive Operations
Towne Park
04.2016 - 12.2019