Operations Manager Customer Service

LUIS ALBA

Hospitality Profesional

619-***-**** ****.*******@*****.*** San Diego

SUMMARY

Dynamic Operations Manager with over 10 years of experience in the service industry, specializing in tourism, food and beverage, and hospitality. Proven track record in optimizing operations, enhancing customer experiences, and driving revenue growth. At Vallarta Food Tours, I successfully develop and manage diverse tour offerings to maximize customer satisfaction. As Co-Founder at Mexkali Cantina Artesanal, I conceptualize innovative restaurant themes and menus to maximize revenue, While leading the teams' performance. Previously, at St. Regis Punta de Mita, I directed villa operations and customer service, reinforcing the hotel’s prestigious standards and reputation. LANGUAGES

English Native Spanish Native

EDUCATION

3 years of Business school Guadalajara, Mexico

Universidad de Guadalajara 07/2009 - 07/2012

Profesional Hospitality Manager Certificate San Diego, United States American Hotel & Lodging Educational Institute 2024 EXPERIENCE

Operations & Tour Manager Puerto Vallarta, Mexico

Vallarta Food Tours 10/2019 - 06/2024

Enhanced operational efficiency by proactive addressing and resolving daily client and staff issues, minimizing disruptions Boosted tour revenue by designing and implementing innovative tour experiences to attract new and repeat customers Developed and implemented tour standards to ensure consistent customer satisfaction, training guides to maintain high quality experiences

Successfully led to initiatives that resulted the company being nominated and awarded #1 culinary tour and experience of North America Handled client inquiries for private and custom tours, ensuring tailored experiences that met their specific needs and expectations Administered daily operations of the sales platform, optimizing performance and ensuring a seamless user experience to drive sales growth

Co-founder & Manager Puerto Vallarta, Mexico

Mexkali Cantina Artesanal 06/2018 - 01/2020

Developed the restaurants concept and style, creating a unique brand identity that resonated with target customers Trained staff from FOH to BOH ensuring adherence to best practices and enhancing overall service quality and efficiency Designed cocktail and food menus, including pricing strategies to optimize profitability while aligning with customer preferences Coordinated supplier relationships for bar and kitchen utilities, ensuring timely delivery, cost efficiency, and high-quality products Executed public relations initiatives to promote the restaurant, driving brand awareness and attracting new customers Managed financial operations, including cash handling, register reconciliation, cutoff procedures, payroll management Guest Relation Butler Punta Mita, Mexico

St Regis Punta Mita 09/2014 - 06/2018

Coordinated all villa operations, managing coordination between engineering, room service and housekeeping departments Served as the main liaison between guest and hotel operations, aligning guest needs with hotel services Ensured completion of tasks efficiently, maintaining high standards of service and operational excellence Provided concierge services by managing client itineraries and reservations, while promoting and upselling local tours and hotel events contributing to increase revenue

Prepared daily reports for record keeping and utilized hotel communication systems to update and manage reservation changes, bookings,and client issues or complaints

Handled client recovery and issue resolution, addressing incidents and complaints to ensure customer satisfaction SKILLS

Operations Management, Customer Experience Optimization, Staff Training and Development, Sales Platform Optimization, Concierge and Upselling, Crisis Management and Client Recovery, Multilingual Communication, Computer savvy, Brand Development

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