General Manager Customer Service

NILSON BERNAL Fort Lauderdale, FL ***** • 954-***-**** • **********@*******.***

Results-oriented and resourceful professional with 25+ years of Hospitality Management and Administrative experience leading the planning and development of high-impact strategies to leverage guests’ acquisition and profitability generation for prestigious national and multinational hotels and hospitality companies. Outstanding leadership, communication, organizational, time management, teamwork, and multitasking skills. Proficiency in Microsoft Office (Word, Excel, PowerPoint). Fluency in Portuguese. Advanced English and Spanish speaking skills. Business Hotel Management certified. Ambassador of the Divine Academie Française des Arts Lettres et Culture. Honorary Executive Member of the European Academy of Senior Management Since April 2019. Author of book entitled “For a Successful Journey in Hospitality.”

PROFESSIONAL EXPERIENCE

BYM School – USA – Co-Founder and CEO 01/2020 – Present

Started digital online knowledge platform for the hospitality industry designed to help hospitality businesses increase efficiency in their management and results.

Jurema Águas Quentes – Brazil – President & CEO 04/2018 – 11/2019

Oversaw the entire restructuring of company’s financial, administrative, and customer service operations, transitioning from a family business to a competitive corporate business.

Managed the design and implementation of new branding aspects for the company, aiming for more innovative and modern logos and communication assets aligned with strategic goals.

Coordinated all project phases of the construction of a new resort complex.

Directed the design of marketing and commercial programs to leverage profitability and guest acquisition results.

Facilitated the deployment of multidisciplinary projects while supervising budgeting operations and project deliverables.

Led the conception, development, and consolidation of sustainable operations and practices within hotels’ facilities.

Bourbon Hotéis & Resorts – Brazil – Director of Operations for the South Division 01/2017 – 04/2018

Led the strategic planning and development of all operations for the South division, maintaining long-lasting business relationships with property managers while designing marketing programs to boost revenue generation and profitability.

Managed a team of collaborators from finance, marketing, and sales backgrounds, focused on customer-centric service.

Identified cost and time-saving opportunities within internal processes and administrative procedures.

Bourbon Atibaia Convention & Spa Resort – Brazil – General Manager 01/2016 – 01/2017

Managed the development of prospection strategies to boost and diversify revenue generation performance.

Received many awards including Loved by Guest 2016 on Hotels.com and Number 1 in TripAdvisor.com.

Bourbon Hotéis & Resorts – Brazil – General Manager 07/2015 – 12/2015

Prospected strategic clients that directly impacted business results to increase revenue.

Collaborated with Sales and Marketing teams to execute strategic plans aimed at promoting full guest satisfaction.

Four Points by Sheraton Curitiba – Brazil – General Manager 07/2013 – 07/2015

Contributed to the hotel being awarded “Best Hotel of Curitiba” 9 straight times by the respected travel guide Guia 4 Rodas.

Received President’s Award, the company’s highest recognition, for achieving the highest main results indicators.

Radisson Hotel Curitiba – Brazil – General Manager 06/2010 – 06/2013

Quality Hotel Curitiba – Brazil – General Manager 10/2007 – 06/2010

Four Points by Sheraton Curitiba – Brazil – Service & Operations Manager 05/2002 – 10/2007

Mabu Hotéis & Resorts – Brazil – Financial & Tax Analyst 01/2001 – 12/2001

Bourbon Hotéis & Resorts – Brazil – General Cash Flow 01/1996 – 12/2000

EDUCATION

Bachelor of Business Administration – UniCesumar – Brazil 2018

Bachelor of Business Administration in Hospitality Management – ISAE/FGV – Brazil 2017

Associate’s degree in Business Processes – UniCesumar – Brazil 2014

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