Sergio Fernandez del Pino

• Direct senior leadership team of 10 directors, responsible for a 24 hour operation of a large, upscale Senior Living Community
• Provide Financial and Operational reports to a Board of Directors, managing relationships and guidance with the group of 10 members
• Responsible for delivering sustainable growth and margin for a senior living community having completed a debt restructuring
• NOI has improved over $1M over previous year
• Created energized, results-focused organization with high level leadership engagement, leading to growth in NOI, and professional growth for leaders
• Implemented re-tooled service excellence culture, improving experience for residents
• Survey results for 2021-2024 scored 95% in overall service
• Formulate annual goals and business plans, as well as developed yearly budget
• Kingswood Senior Living Community - 145 Independent Living Apartments| 65 Villas| 57 Assisted Living Apartments| 65 Skilled Nursing Beds
• Spearheaded internal initiatives designed to foster collaboration among staff members.
• Facilitated board meetings and provided leadership guidance to senior management.

I provide consulting services for existing operators and investors relating to projects within the hotel and senior living industry.

• Analyzed complex information from multiple sources to identify patterns or trends.
• Reviewed existing policies and procedures to suggest necessary improvements.
• Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.

Marriott Kansas City Overland Park - 398 rooms and 13,000 sq ft of meeting space

• Transitioned from Managed property to Franchise
• Directed and created remaining year Stub Budget
• Successfully transitioned hotel with minimal guest impact, while turning over 50% of staff, keeping GuestVoice scores in line with year's performance, project completion, and Sales Team implementation
• Interim GM - directing initial design process for renovation, ensuring loan agreement terms were met prior to deadlines

Marriott Kansas City Overland Park - 398 rooms and 13,000 sq ft of meeting space

• Direct all Operations departments, overseeing Department Managers in Front Office, Housekeeping/Laundry, Food and Beverages Outlets, Culinary, Events and Banquets, and Engineering
• Develop and Promote 6 Department Heads,14 additional leaders, including 4 Voyagers
• Under my direction, our key metrics in Customer Satisfaction are averaging nearly 3 percentage points above goals in Arrival, Cleanliness, Staff Service, Elite Member Recognition
• Achieved a 92.7% score in our Elite Member audit - highest in Western Region
• Additionally, our Brand Standard Audit results were above 90% for both Brand and Operations
• Directed team to a GOP of 37.4% with a shortfall of revenues near $1.5M
• Interim General Manager for 2 months during search for replacement, managing relationship with hotel owner, along with managing major power failure, require planning and purchase of new power transfer switch

610 rooms and 45,000 sq ft of meeting space, Downtown Luxury Property

• Oversee the daily operation of luxury high volume hotel in Downtown Chicago, responsibilities include budgeting, recruiting, hiring and training, disciplining, and promoting front office team members, supervisors, and managers in a union environment
• Direct a staff totaling 4 managers, 2 supervisors, and 35 associates
• Co-Chair of Chicago Rooms Council - coordinate, plan, and execute quarterly meetings with Chicago area Rooms leaders (average attendance 90-100 managers) to review and present Hot topic items related to Rooms
• Achieved an arrival score of 78.8 in two consecutive years, placing in the Top 5 in the JW Brand
• Proven track record of career development, resulting in 15 manager promotions in various areas
• Implemented various new programs, including Rate Verification, new Elite Benefit, Mobile Places
• Utilized Guestware issue reporting and increased efficiency and performance by 300%
• Created new and improved Room Upgrade program, empowering associates to double the yearly goal, from $34,000 to $68,000

Loews Royal Pacific Resort - 1000 rooms and 100,000 sq ft of meeting space for a themed 4 diamond resort

• Oversee the daily operation including recruiting, hiring and training, disciplining, and promoting front desk team members, supervisors, and managers
• Manage high volume 4-Diamond Front Office Team with 6 Assistant Managers, 7 supervisors, and 20 Front Desk Agent
• Produced 93% Market Metrix service scores, ensuring a flawless arrival and departure experience
• Assisted in planning phase of new telecom project, which increases cell coverage throughout property
• Create and manage 30, 60, 90 day revenue forecasts from partnered source, while acting as on-property Revenue Manager
• Assisted in Grand Hire event for new 1800 property - Cabana Bay Beach Resort, pre-screening and interviewing for new hotel Front Desk Staff

• Buena Vista Palace Hotel and Spa - 1014 and 95,000 sq ft of meeting space
• Oversee the daily operation including hiring, training, disciplining, and promoting front desk, bell desk, concierge, and PBX staff in union environment
• Interim Director of Housekeeping during transition - 4 months
• Directed 5 managers, 1 Laundry Manager, and 6 total supervisors
• Ensured housekeeping team operation continued to operate at high levels financially and acted as a guide for leaders in large, Union department
• AES scores increased 2% in 2012, the year in which I was in Interim role
• Responsible for 8% decrease in labor costs based upon hours worked per occupied room (HPOR)
• Implemented cost saving initiative by the use of contracted labor
• Improved GAP evaluation scores from 93.5 to 95.6
• Trained staff to provide a higher level of service bringing Market Metrix scores to record levels (85.6)
• Exceeded departmental profit/revenue goals
• Increased employee satisfaction survey scores over 9% from previous year