Guest Service Services

CORY SANTANA

Address: Fajardo, PR ***** Phone: +1-787-***-**** Email: ***********@*****.***

Dynamic and results-driven Hotel Manager with over 25 years of extensive experience managing high- volume properties, including hotels, resorts, and restaurants. Proven expertise in maximizing profitability through strategic budgeting, innovative marketing, and exceptional guest service. Adept at increasing Food & Beverage revenues and enhancing guest experiences, while overseeing all facets of hotel operations, guest services, sales, marketing, finance, and HR. Skilled in developing and executing strategic plans that drive business objectives and profitability, fostering a culture of excellence in both guest service and employee engagement. Demonstrates strong financial acumen with a successful track record in managing budgets, revenue, and expenses. Known for strong problem-solving and decision-making skills, effective communication, and a passion for delivering outstanding guest experiences. Thrives in fast-paced, guest-centric environments with a commitment to maintaining high operational standards and quality control.

Oversee daily operations, including accommodations, food & beverage, guest services, and recreational facilities, ensuring smooth and efficient performance. Ensures exceptional guest service by maintaining high standards of cleanliness, service, and hospitality throughout the resort.

Managed a $14 million revenue center with a 33% revenue increase over the past 18 months while reporting directly to Board Members.

Achieved an industry-leading 1% employee turnover rate by fostering a positive and engaging work environment.

Oversaw the maintenance of all building operations, including water treatment, desalination, and power generation, ensuring smooth and efficient facilities management.

Elevated the property to the #1 ranking on TripAdvisor in St. Thomas Island through improved guest satisfaction and reputation.

Built strategic relationships with government agencies, airlines, and small group businesses, driving business growth and expanding market reach.

Managed all insurance, permits, and secured special government grants, contributing to the resort's operational compliance and financial success.

Transformed the condo into a family-friendly resort and created a residential yet vibrant atmosphere that attracted repeat guests and long-term clientele. Led daily operations of a full-service hotel with 102 rooms and multiple amenities, including two restaurants, a spa, and housekeeping, ensuring top-tier service and presentation that consistently met or exceeded guest expectations. Managed budgeting and financial oversight, resulting in a 33% increase in EBITDA year-over-year, a 14% rise in Average Daily Rate (ADR), and a 10% boost in Revenue Per Available Room (RevPAR).

Drove a 40% increase in Food & Beverage revenues through targeted incentive plans AREAS OF EXPERTISE

Hotel Management Food & Beverage Budgeting & Financial Management Revenue Management Strategic Planning Staff Management

Maintenance & Housekeeping Commercial Accountability Sales Strategy & Analysis Event Planning & Management Health & Safety Regulations Supply Chain Management Contractor & Supplier Relations Revenue & Occupancy Optimization Social Media

& E- Commerce Strategy Culinary Experience & Menu Development Banquet Space Management Luxury & All-Inclusive Resort Operations Forecasting & Financial Planning E-Commerce & Direct Website Sales Quality Assurance & Process Improvement Upselling & Revenue Generation Strategic Planning Guest Service Excellence Quality Control Stakeholder Relations Market Analysis Human Resources Management Communication Skills Problem-Solving Decision-Making Team Management Sales

& Marketing

PROFESSIONAL EXPERIENCE

SAN JUAN WATER AND BEACH CLUB HOTEL - Puerto Rico

General Manager February 2017 – February -2022

SECRET HARBOUR RESORT USVI

General Manager February 2022 - Present

GENERAL MANAGER

Hotel Operations Management Food & Beverage Operations Management Guest Experience & Satisfaction Customer Relationship Management

PROFILE SUMMARY

and aggressive in-house marketing strategies, as well as a 35% increase in local traffic.

Enhanced guest engagement by boosting Beach Club usage by 50% with attractive packages and discounts, and increasing local guest traffic by 31%, resulting in a 22% increase in occupancy and an average RevPAR lift of 9.00.

Elevated the hotel's Tripadvisor ranking from 8th to a consistent 2nd place, reflecting improved guest satisfaction and service quality.

Developed and executed a successful marketing and event strategy, including a well- balanced yearly calendar for the Rooftop Bar and Restaurant, significantly increasing visibility and guest interest.

Improved online presence and direct bookings by optimizing sales and marketing strategies, contributing to sustainable repeat guest rates, and securing multi-year group contracts.

Navigated challenges during Hurricane Maria and COVID-19, securing contracts with federal agencies and airlines, achieving 95% occupancy and 41% over budget during Maria, and maintaining operations with a 27% occupancy in late February and March, followed by a 45% increase in occupancy in April and May.

Drove a 40% increase in Food & Beverage revenues through targeted incentive plans and aggressive in-house marketing strategies, as well as a 35% increase in local traffic.

Enhanced guest engagement by boosting Beach Club usage by 50% with attractive packages and discounts, and increasing local guest traffic by 31%, resulting in a 22% increase in occupancy and an average RevPAR lift of 9.00.

Elevated the hotel's Tripadvisor ranking from 8th to a consistent 2nd place, reflecting improved guest satisfaction and service quality.

Developed and executed a successful marketing and event strategy, including a well- balanced yearly calendar for the Rooftop Bar and Restaurant, significantly increasing visibility and guest interest.

Improved online presence and direct bookings by optimizing sales and marketing strategies, contributing to sustainable repeat guest rates, and securing multi-year group contracts.

Navigated challenges during Hurricane Maria and COVID-19, securing contracts with federal agencies and airlines, achieving 95% occupancy and 41% over budget during Maria, and maintaining operations with a 27% occupancy in late February and March, followed by a 45% increase in occupancy in April and May. Responsible for the day-to-day management of the resort 210 Hotel Rooms and Villas 305 staff members as well as responsible for 3 properties in the sales & marketing fields, TRYP by Wyndham Isla Verde, Sheraton Caguas & Wyndham at Palmas del Mar also, Having commercial accountability for budgeting and financial for 70 M revenue center, management as well as planning, organizing and directing all hotel services, including golf & country club, front-of-house

(front desk, concierge, and reservations), food and beverage operations, SPA, maintenance and housekeeping. While taking a strategic overview and planning to maximize profits as converting the hotel in a Hybrid Resort (EP, All Inclusive & Members), paying attention to the details, setting the example for staff to deliver a standard of service and presentation, that meets guests' needs and expectations as well as generating rewarding financial results Wyndham Palmas del Mar - Puerto Rico

General Manager / Corporate Director of Sales & Marketing Wyndham, Sheraton & Tryp February 2013 – February 2017 Responsible for 3 properties in the sales & marketing fileds, TRYP by Wyndham Islaverde, Sheraton Caguas & Wyndham Garden at Palmas del Mar Enhancement of business and people management which are equally important with the rest of the elements, on hand with the following:

• Promoting and marketing the resort optimizing its utilities

• Direct contact with WHO, OTA, & Groups

• Analyzing sales figures and devising marketing and revenue management strategies

• Supervising maintenance, supplies, renovations and furnishings.

• Dealing with contractors and suppliers.

• Ensuring security is effective.

• Carrying out inspections of property and services.

• Ensuring compliance with licensing laws, health and safety and other statutory regulations.

• Setting and achieving sales and profit targets

• Implemented Market Matrix to ensure and to measure guest satisfaction.

• Created and Implemented Allinclusive Packages

• Increase of 60% Food & Beverage Revenues with incentive plans for the employees as well as aggressive in-house marketing. Achieving a 40% increase in Homeowners and locals’ traffic.

• Increased guest usages of our Golf facilities by 11%, with special bundled rounds and golf as well as promoting our twilight play and range usage.

• Increased local Golf tournaments by 24% as this was a market not in the radar by this resort, we used proper golf media as well used our national sales team to promote.

• Developed a well-balanced yearly calendar of events for our members.

• Tripadvisor placement from position 71 to 41.

• Increased EBITDA by 22 %

• Increase of ADR of 8%

• Rev Par Increase by 7%

• Helping and developing our Sales and Marketing strategies to increase movement in our direct website as well as making sure we have a sustainable percentage of repeat guest and multiyear group and incentives contracts

• Created daily revenue management reports to monitor pace, yielding, booking position, on the books, tentative business etc…

• Personally visited new and old clients specially all companies close by the Hotels as well as call centers.

• Member of sales and marketing committee on the Board of Tourism of PR

• Creation of social media team to enhance all websites, presence & ecommerce.

• Closed 70% of catering, groups & contracts with Sales Directors to create rapport and confidence with new and future clients.

• Visit clients personally if business is undecided on a timely manner

• Local TV and Newspaper reports and programming for promos

• Created entertainment and promo schedule for the year to generate extra revenues as well as to create different ambiance during popular dates

Ultra Luxury Resort in Dominican Republic management of the resort 310 Rooms and 500+ staff members then transferred as hotel was sold to Secrets Montego Bay to open and manage Food and Beverage Operation for 700 Rooms and 14 outlets. Responsible for the day-to-day. Having commercial accountability for budgeting and financial management as well as planning, organizing and directing all hotel services. While taking a strategic overview and planning to maximize profits as a Hybrid Resort (EP, All Inclusive), paying attention to the details, setting the example for staff to deliver a standard of service and presentation, that meets guests' needs and expectations as well as generating rewarding financial results.

Enhancement of business and people management which are equally important with the rest of the elements, on hand with the following:

• Promoting and marketing the resort optimizing its utilities

• Direct contact with WHO, OTA, & Groups

• Analyzing sales figures and devising marketing and revenue management strategies

• Supervising maintenance, supplies, renovations and furnishings.

• Dealing with contractors and suppliers.

• Ensuring security is effective.

• Carrying out inspections of property and services.

• Mayor focus on F&B creating new experiences, menus while putting in place a new culinary staff.

• Ensuring compliance with licensing laws, health and safety and other statutory regulations.

• Setting and achieving sales and profit targets

• Implemented AM Metrics to properly ensure, maintain and to measure guest satisfaction.

• Increase of 17% Food & Beverage Revenues

• Increase by 30% our visibility or walk in guest with a weekly newsletter that informs residents in the Punta Cana area so that come and use our facilities and dine at our restaurants.

• Increased by 10% our pacing with groups contacting one by one all known incentive houses.

• Trip advisor placement from position 14 to a firm 8.

• To be competitive in the All-inclusive market we have lowered our ADR by 5% but increased non package revenues, conversion to all inclusive & room up sell by 36.50.US per person per night to compensate.

• Aggressive partnership with Expedia generating 30% of revenues and 24% of occupancy Lowered operating cost per person per night from 157.US per person per night to 148.US per person per night helping directly our GOP.

• Positioning property number 8 on Tripadvisor from position 24. Responsible re-opening of the Reef Club and Regency Vacation Club 430 rooms and the opening of 2 boutique Hotels, Aura which is a Preferred Boutique Hotel 92 rooms (opening December 2007), Sabor Resort 72 Rooms 5 Star Resort. Total rooms 594. Hybrid EP and All inclusive.

• Pre-opening of Aura Resort in the Complex a 5-star luxury resort.

• Restaurants, 7 bars, 11,000 square feet of banquet space, full-service Gold Crown Vacation Club and Room Service all hotels owned & operated.

• $18 Million F&B Operation EP & Banquets

Sanctuary Cap Cana Dominican Republic – Secrets Resorts Jamaica General Manager / Food & Beverage Director 2008 - 2013 WYNDHAM Cozumel Island - Mexico

Food & Beverage Director 2006 - 2008

• 300 Staff Members

• Total re-organization of department, which included intensive training as well as developing and implementing standard operating procedures.

• Responsible in full for the opening, purchasing & concepts of two restaurants, Mosaique (Asian Fusion) fine dining, Chiles (Tex-Mex).

• Creation of the program Adopt a Guest for managers & supervisors. Responsible full operation, 8 Restaurants,7 Bars, Golf Course, Country Club F&B Operations, 15,000 square feet of Banquet Space, Room Service

• $32 Million F&B Operation

• 210 staff Members

• Re-organization of the operation, revise & update all SOP, as well as implementing standards from Leading Hotels, to take F&B division to the next level.

• Cross training Rooms Division.

Responsible for the opening of 5 Star, Leading Hotel of the World, 1st All Inclusive Sol Melia property in Puerto Rico.

• In charge of full Food & Beverage operation including 6 themed restaurants, 5 bars, 24-hour room service and 42,000 square feet of banquet space, all hotel owned & operated. Administration and planning of the Food & Beverage division to meet the daily needs of the operation.

• Enforcing and monitoring Food & beverage policies and control.

• Directly responsible for management and staff proper performance and customer satisfaction.

• Responsible for Club Member events as well as golf course facility. Director of Restaurants

Budget & re-opening of Fine Dining Restaurant "The Grille Room"

• Developed full concept, as well as hiring & training of staff on service standards.

• Ensuring "WOW" effects with quality.

• Purchasing of Restaurant tangible Assets.

PUNTACANA Resort and Club – Dominican Republic

Food & Beverage Director 2006 - 2008

MELIA Hotels 2001-2004 – Puerto Rico

Food & Beverage Director 2001 - 2003

The Westin Resort and Country Club – Puerto Rico

Food & Beverage Assistant Director 1998-2001

Palomino Island Manager

Responsible for entire operation of the Island consisting of 2 restaurants, 3 retail stores, Engineering, Landscaping and Ferry Operation, as well as overseeing Water Sports and Horse Back Riding Concessions.

• $20M revenue center

• Increased sales by 17%

• Implemented cost controls for Beverage from 24% to 11 % in 1 year time, reduced utilities by 20%, on an employee recognition program (Look, Turn Off and Walk program) as well as daily training in briefings.

• After Hurricane George had Island up and Running 7 days.

• Ensure food product presentation and quality.

Banquet Manager

Responsible for $40M, 220 direct employees and 180 in-direct employees

• Coordinate with the Groups Services Director to ensure the smoothness

• of the operation

• Responsible for maintaining standards of service of Food & Beverage as well as meeting facilities 65,000 sq. feet of banquet space.

EDUCATION

B.A. Hotel Management

University O & M of the Dominican Republic

WYNDHAM El Conquistador Resort

Food & Beverage 1992 - 1998

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