Santiago R. Pinto

**** ******** *****, **** **********, FL 33316, US

Mobile: + (1-786-***-****

E-mail: acbht2@r.postjobfree.com

Training and Development Director / Consultant

International hospitality professional offering over 30 years of experience

in hotel operations, training and development, coaching and counseling,

consulting and HR. Expertise in implementing best practices in industry

while realizing organizational success in terms of employee performance,

client satisfaction, health and safety (H&S), service delivery and

profitability. Accomplished bilingual trainer with a track record of

delivering consultancy services for Marriot, Renaissance, Hilton Hotels (US

and Caribbean) and others. Top performer with an ability to communicate and

relate to people at all levels within the company; creating a sense of

trust and responsibility among employees for their own professional

development and growth. Skilled in designing training workshops, as well as

concepts while stimulating interest in learning and development among staff

members to improve morale and work standards.

CORE COMPETENCIES

Training Needs Analysis ? Skill Gap Analysis ? Operations Review (Area-

wise) ? Change Management and Implementation ? Organizational Planning and

General Management ? Strategic Policy Development ? Performance Management

? Conflict Management/ Complaint Handling ? Change Impact Minimization ?

Training Assessment ? Leadership and Management ? Standards and Procedure

Development ? Due Diligence and Statutory Compliance

KEY SKILLS

. Industry Knowledge - Over 30 years of experience within the

hospitality industry handling senior strategic and executive

management positions with some of the world's renowned hospitality

facilities across US, Asia, Latin America and Caribbean regions.

Single-handedly led million-dollar business operations while assuming

responsibility for revenue generation, financial and budget control,

employee relations, performance management, product development, guest

satisfaction, and marketing.

. Business and Commercial Success - Providing leadership, management and

oversight to business and operational teams while focusing on strategic

organizational development. Skilled in leading business transformations,

establishing standards and controls to ensure high-quality process

optimization, efficiency and utilization of resources. Extensive public

speaking and executive-management briefing experience.

. Knowledge Pool Enrichment - Exceptionally adept in developing and leading

training courses on sales, marketing, service strategies, supervisory

development and hospitality operations, as well as Train the Trainer" for

technical military operations, riverine operations and K-9 training.

. Tributes and Honors - Selected to train and develop international manager

groups on chapters of Article 7 (EEOC) and US Labor Relations Law.

Achieved certificate of appreciation from White House Communications

Agency during the visit of US President to Miami in 2002. Bestowed with a

recognition certificate from Florida Governor for several years of TIPS

training in Florida.

. Talent Development - Expertise in team realignment and transformational

leadership, acting as source of inspiration for employees and

facilitating development initiatives geared towards career and

organizational success. Communications expert skilled in developing

strong working relationships with employees and business partners while

working within a team to design training programs of mutual interest to

all parties.

. Languages - English and Spanish.

KEY ACHIEVEMENTS ACROSS CAREER SPAN

Clients Handled

. Marriot Hotels ? Sofitel Hotels ? Renaissance ? Sun Spree Resorts,

Jamaica ? Holiday Inn Hotels ? Watercolor Resort Fl, Signature Worlwide,

Vector Watercraft ? Ecuadorian Armed Forces ? Volvo Mack, TX,

Seapines/Resort Quest Hilton Head,

. Hilton Hotels US and Caribbean ? Crowne Plaza Properties, US

Operational

. Successfully managed 30 property developments/rebranding across the US

and Caribbean region.

. Managed operations for newly constructed function hall and banquet

facility integrated into a 197-room resort hotel.

. Generated revenue to $10 million annually while managing 75% of a $12-

million worth food and beverage operations.

. Implemented effective strategies while positioning "The Ritz Carlton

Hotel" as the ninth among the 20 best resorts of the world.

. Handpicked by "The Ritz Carlton Hotel" for starting $25 million banquet

operations in a 35,000 square foot facility.

Training

. Served as bilingual trainer of Ritz Carlton Philosophies in 5 Star, 5

Diamond, Mobile and AAA standards.

. Functioned as bilingual trainer of TQM staff (to 250) at Woodlands Resort

and Conference Center.

. Trained, planned and organized opening of "Splendido" (Mediterranean

Restaurant/ Osaka) while directing a crew in charge of 250 servers.

. Created training courses in beverage programs and for cost control

systems, which were translated to Mandarin, Japanese and Cantonese.

KEY DELIVERABLES ACROSS CAREER SPAN

. Managing and building long-term development strategy and expanding the

scope of training programs to cater to increased sales.

. Identifying, planning and executing needs for training, performance,

educational programs, while locating and recommending available resources

to attain organizations objectives and enhance employee development.

. Directing and conducting internal training sessions to address most

important development needs while inspiring team members to push beyond

their abilities.

. Stressing on a culture of learning and contributions while supporting

hospitality spirit at all levels within the company.

. Designing, developing and deploying training program options for all

levels of the organization linked to business needs and strategy.

. Ensuring company strategy deployment through workforce development

programs and processes.

. Providing high-impact leadership training and development programs while

incorporating best training practices in line with corporate objectives.

. Preparing and inspiring learners for a leadership role and further

developing leaders to deliver excellent guest services.

. Developing guidelines for selection centers, as well as recruitment and

performance management processes and on-the-job coaching in line with

best practices to enhance employee brand.

. Delivering world-class learning initiatives and coaching sessions for

supervisors, managers and senior managers.

. Maintaining a high-percentage participant feedback for programs delivered

and introducing appropriate and aligned solutions.

. Acting as a consultant within the organization, managing special projects

and research initiatives to business requirements while meeting financial

and strategic goals and improving customer centricity.

CAREER HISTORY

Director Corporate Training and International

Affairs Feb 2006 - Present

Apeqs-Cotela (Compania Tecnica Latino-Americana)

. Responsible for creation and coordination of training programs tailored

to client-specific needs.

. Representing company in all international affairs (office based in Fort

Lauderdale, FL).

HR and Corporate Training Director Aug 2004 - Dec 2005

Doral Golf Resort and Spa - Marriott Resort

. Managed Marriott's acculturation process including culture development

and quality control.

. Trained 1,200 associates successfully while increasing guest satisfaction

scores from 50s to 80.2 and problem-free stay from 50s to 31.8.

HR and Corporate Training Director Jan 2000 - Aug 2004

JW Marriott Hotel

. Led towards achieving "Hotel of the Year" and "Service Excellence" awards

for three years consecutively.

. Responsible for HR and training operations at Miami Marriott Dadeland and

Courtyard by Miami Marriott Dadeland.

. Recruited and trained staff for a 4-star hotel in the Financial District.

. Performed duties as an HR for JW Marriott.

. Managed diverse responsibilities pertaining to international recruitment

and selection, training networks, TIPS, sanitation, service excellence,

progressive discipline, diversity and TQM, as well as problem-solving

models.

EARLIER CAREER

Banquets Director 1998 - 1999

Woodlands Resort and Conference Center, US

Banquets Director/F&B Manager 1997

The Ritz Carlton Hotel, Osaka, Japan

Banquets Director/F&B Manager 1996 - 1998

The Ritz Carlton Hotel, Marina Del Rey, Los

Angeles, US

Banquets Director 1993 - 1996

The Ritz Carlton Hotel, Rancho Mirage, CA, US

Caterer/Manager/Owner 1991 - 1992

Pinto Catering

Food and Beverage Director 1990 - 1991

Harbor View Hotel, Martha's Vineyard, Ma - US

EDUCATIONAL QUALIFICATIONS

Bachelor of Science in Hospitality Management, Boston Jan 1988 - May 1990

University, US

Associate Of Science In Hospitality Management, Bunker Hill Oct 1979 - May 1981

College, US

PROFESSIONAL CERTIFICATIONS

Insurance License, State of California and Notary Public State of Florida

TC-1 Training Certification, Marriott Hotels

ServeSafe Certification, Florida

Advanced Marketing Seminars/Interpersonal Skills, The Covey Group, Seven Habits

PROFESSIONAL AFFILIATIONS, AWARDS AND RECOGNITIONS

. The Professional Association of Notaries Public in the State of Florida

and Certified Signing Agent

. Member of Cha ne des R tisseurs, Gourmet Degustateurs, Paris, France

. EEOC Seminars, State of Florida, 2002 -2003

. Lecturer, First Worldwide Convention, Cha ne des R tisseurs, Quito -

Ecuador

. Ma tre de Table Restaurateur, Charge de Presse

. Recognition Certificate, EEOC Miami

COMPUTER SKILLS

. Proficient in Microsoft Office and Internet-specific applications.

PERSONAL INFORMATION

Date of Birth: 24th Oct, 1958 Nationality: American

Marital Status: Single Driving License: American

References available on request

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