Summary
Overview
Work History
Education
Skills
Timeline
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Xavier Ortiz

Summary

Dynamic hospitality professional with 9+ years of experience leading luxury hotel operations, elevating guest satisfaction, and developing high-performing teams. Proven success in implementing Forbes 5-Star and AAA 5-Diamond service standards, optimizing departmental efficiency, and using data-driven strategies to improve revenue and guest loyalty. Adapted to cross-functional leadership, strategic planning, and service innovation in fast-paced environments.

Overview

5
5
years of professional experience

Work History

Hotel Operations Manager

The STRAT Hotel, Casino & Tower
Las Vegas
09.2021 - 06.2025
  • Works closely with VP and Director of Hotel Ops to implement strategic initiatives provided by Hotel Strategy CoE for hotel operations.
  • Recruited, coached, and led performance management of 50+ front office staff.
  • Led departmental SOP development, onboarding programs, and change management initiatives including company-wide 1,100+ FOH Guest Service Training & De-esculation Strategies.
  • Analyze guest sentiments and reviews to generate actionable insights and strategic recommendations for service excellence
  • Partnered with senior leadership on promotions, group sales, and special events to increase room block utilization and loss prevention.
  • Led guest recovery strategies and increased positive review ratings by 16% YOY, and OTA Sort Order score by 100 positions.
  • Lead recruitment efforts for Front Desk, Call Center, and Leadership position for Hotel Operations including: interviews, candidate selections, training, supervision, counseling and coaching of front desk operations staff for the efficient operation of the department.

Hospitality & Lodging Intern

The American Club
05.2021 - 09.2021
  • Served as Manager on Duty during swing operations for a Forbes Five-Star, AAA Five-Diamond resort.
  • Managed front office operations, guest relations, and luxury itinerary coordination including room, dining, spa, and entertainment reservations.
  • Assist in the implementation of policies, operating procedures, training programs, directives, work schedules, rules and regulations for all front desk and amenities delivery operations.
  • Produced key operational reports on payroll, weekly hotel occupancy, service scores metrics, operating reports, and scheduling 20+ front desk team members.
  • Implemented new service recovery structure with cross-functional teams to address guest concerns, ensuring seamless service delivery. Decreasing Front Desk Team's Complimentary Guest Services Account by an average of $3,169 each month.
  • Proper and confidential handling of VIP and Celebrity guests. This includes the elevated level of service and unique arrival/in-house/departure processes. Safety, security, and confidentiality of these guests while in public spaces.

Guest Services Manager

Pizza Ranch
01.2021 - 06.2021
  • Supported restaurant General Manager in daily restaurant operations, staff supervision, and guest service delivery.
  • Conducted data-driven service score analysis, report analysis to senior management, implemented guest feedback strategies and regularity shift audits.
  • Responsible for employee engagement of the front-of-house operations team, utilizing the tools provided and through coaching, training, rewards and development. Including establishing a team member of the month program.
  • Implemented service recovery solutions to resolve guest disputes, earning repeat business and resulting in a 40% improvement in guest satisfaction scores.
  • Oversaw labor allocation, inventory systems, and cost-control initiatives to maximize profit margins and reduce waste.

Guest Service Supervisor

Palace Entertainment
Wisconsin Dells
06.2020 - 09.2020
  • Supervised and trained front desk staff, ensuring adherence to brand service standards and operational excellence.
  • Oversaw daily front office operations, including check-ins, check-outs, reservations, and guest inquiries.
  • Resolved guest concerns and service issues with professionalism, achieving high guest satisfaction scores.
  • Collaborated with housekeeping and maintenance teams to ensure readiness and cleanliness of guest rooms.
  • Monitored and enforced cash handling and audit procedures to ensure financial accuracy.

Food & Beverage Operations Intern

Wilderness Resort
Wisconsin Dells
05.2020 - 09.2020
  • Trained and coached team members on Wilderness policies and procedures to ensure consistent and high-quality job performance.
  • Enforced food safety and sanitation standards, ensuring compliance with regulatory requirements and company guidelines.
  • Resolved guest inquiries and complaints by de-escalating situations and implementing effective service recovery solutions.
  • Developed and managed staff schedules for a team of 60+ employees, optimizing coverage and labor efficiency. - Processed and coded invoices to track expenses and maintain budget accuracy across multiple dining outlets.
  • Oversaw inventory procurement and stock control for all restaurants, cafés, and eateries within the resort.

Education

BBA - General Management in Business & Administration

University of WI-Whitewater
Whitewater, WI
01.2021

Hospitality & Tourism Management -

Florida Atlantic University
Boca Raton, FL
08.2020

Skills

  • Microsoft Office Suite
  • Amadeus
  • HotSoS
  • DataMagine
  • Visionline
  • Safelok
  • Learning Management Systems (LMS)
  • Team Leadership
  • Staff Development
  • Guest Satisfaction
  • Retention Strategies
  • Hotel & Restaurant Management
  • Budgeting
  • Cost Control
  • Staff Scheduling
  • Training
  • Data Analysis
  • Performance Reporting
  • Operational Systems

Timeline

Hotel Operations Manager

The STRAT Hotel, Casino & Tower
09.2021 - 06.2025

Hospitality & Lodging Intern

The American Club
05.2021 - 09.2021

Guest Services Manager

Pizza Ranch
01.2021 - 06.2021

Guest Service Supervisor

Palace Entertainment
06.2020 - 09.2020

Food & Beverage Operations Intern

Wilderness Resort
05.2020 - 09.2020

BBA - General Management in Business & Administration

University of WI-Whitewater

Hospitality & Tourism Management -

Florida Atlantic University

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