Summary
Overview
Work History
Education
Skills
Marital status
Linkedin
Personal Information
Languages
Timeline
Generic

Pedro Cruz

Mairena del Aljarafe

Summary

  • Profesional cualificado con más de 28 años de experiencia en el área de recepción y gerencia de hoteles; formado bajo los más altos estándares de calidad; Normas ISO, ISO-2015, FAIR TUR. Trabajador dinámico, formador de equipos de calidad con priorización de tareas y objetivos. Profesional en el área de Gerencia División Cuartos con amplio manejo de todos los procedimientos, protocolos y estándares de recepción de hoteles con calificación de 4 y 5 estrellas. Manejo de 5 idiomas. a nivel avanzado y con más de 25 años trabajando en cadenas hoteleras internaciones españolas; Como recepcionista, supervisor de recepción, asistente de jefe de recepción jefe de recepción, gerente división cuartos, asistente de dirección
  • Gerente de operaciones, gerente general, y demás áreas afines a servicio al cliente. He participado en aperturas, organización y dinamización de diferentes hoteles y recepciones en las cuales logramos servicios de calidad número no.1, según los estándares establecidos. Mi formación profesional está sustentada en titulaciones universitarias y de formación, además los conocimientos empíricos han sido auditados, a través, de la práctica y la experiencia.

Flexible hard worker ready to learn and contribute to team success. Multi-talented service manager successful at handling customer issues quickly. Demonstrated record of developing successful store-wide policies to promote customer engagement and reduce issues. Bringing several years of progressive experience.

Overview

28
28
years of professional experience

Work History

Gerente de Servicio Bar Restaurant

Bar Thomas La Macarena
Sevilla, España
07.2023 - 02.2024
  • Managed service staff to ensure customer satisfaction and compliance with company policies.
  • Created standard operating procedures for all service functions.
  • Resolved customer complaints quickly and effectively.
  • Analyzed existing processes for potential cost savings initiatives.

Gerente Administrativo Y De Servicio

Bares y restaurantes Sabor Latino
Mairena Del Aljarafe
11.2022 - 04.2023
  • Managed customer service inquiries and complaints in a timely manner.
  • Coordinated with other departments to ensure smooth flow of operations.
  • Established processes for monitoring customer satisfaction levels.
  • Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
  • Supervised daily operations including scheduling shifts, assigning duties.

Coordinador Salud Mental

Gabinete de politicas sociales y de familia, Gobierno de la Republica Dominicana
Santo Domingo
10.2020 - 10.2022
  • Ensured compliance with company policies and procedures related to project management activities.
  • Managed day-to-day operations of the department including scheduling tasks and assigning duties.
  • Developed work schedules according to budgets and workloads, covering priority tasks.
  • Discussed job performance problems with employees, identifying causes and issues to find solutions.

CEO

P&F Modulares Fabrica
Espaillat, Moca
01.2021 - 09.2022
  • Collaborated with marketing teams on campaigns aimed at increasing brand visibility in target markets.
  • Created and maintained relationships with key stakeholders, including customers, suppliers, government agencies, and other industry partners.
  • Developed strategies for improving customer service standards throughout the company.
  • Assessed financial performance of the organization on a regular basis and identified areas for improvement.
  • Recruited, trained, mentored, and managed employees at all levels within the organization.
  • Developed and implemented strategic business plans to increase company profitability.
  • Introduced innovative approaches that improved efficiency while reducing costs.

CEO

Don Pedro Constructora Inmobiliaria
Sánchez Ramírez
03.2012 - 09.2022
  • Collaborated with marketing teams on campaigns aimed at increasing brand visibility in target markets.
  • Created and maintained relationships with key stakeholders, including customers, suppliers, government agencies, and other industry partners.
  • Developed strategies for improving customer service standards throughout the company.
  • Assessed financial performance of the organization on a regular basis and identified areas for improvement.
  • Directed long-term research initiatives to identify new markets for growth opportunities.
  • Recruited, trained, mentored, and managed employees at all levels within the organization.
  • Developed and implemented strategic business plans to increase company profitability.
  • Introduced innovative approaches that improved efficiency while reducing costs.
  • Maintained open communication channels between departments to maximize efficiency and productivity.
  • Implemented technological solutions designed to improve operational effectiveness.

CEO

Constructora Inmobiliaria Inversiones tu Confianza Srl
Sánchez Ramírez
03.2012 - 09.2022
  • Strategized and implemented plans to transform and revitalize operations, capitalizing on emerging industry trends.
  • Drove revenue by cultivating successful client relations.
  • Exceeded sales goals through upselling and cross-selling within existing client base as well as strategically attracting new business.
  • Oversaw corrective action plans to remedy structural, organizational and departmental issues.

Room Division Manager

Hotel Puerto Plata Village
Puerto Plata
03.2007 - 02.2012
  • Implemented cost control measures throughout the Rooms Division department in order to reduce costs while maintaining quality standards.
  • Monitored daily room occupancy rate and revenue goals as well as making appropriate adjustments when needed.
  • Prepared annual budget estimates for the Rooms Division department based on current trends and forecasted demand during peak periods.
  • Conducted regular meetings with employees in order to discuss their job performances as well as setting goals for improvement where required.
  • Created reports on room availability, occupancy rates, revenue targets, expenses. for senior management review.
  • Organized staff training sessions for team members in order to maintain a high level of customer service.
  • Coordinated with other departments such as housekeeping, front office, engineering regarding room allocations and special requests from guests.
  • Resolved conflicts between customers and staff in a professional manner.
  • Reviewed and monitored staff performance to ensure high standards of service delivery.
  • Resolved any customer complaints or issues related to the Rooms Division department in a timely manner.
  • Managed day-to-day operations within the Rooms Division Department ensuring compliance with company policies and procedures.

Gerente De Recepción Corporativo

Bahia Principe Hotels
Punta Cana
01.2005 - 12.2007
  • Organized daily room assignments and ensured all necessary paperwork was completed accurately.
  • Managed reservations by answering calls, responding to emails and booking accommodations.
  • Analyzed data related to guest satisfaction surveys to identify areas needing improvement.
  • Resolved customer complaints in a timely manner while maintaining a friendly attitude towards guests.
  • Monitored occupancy rates for each day as well as weekly and monthly trends to ensure maximum revenue was achieved.
  • Maintained an up-to-date knowledge of hotel services, amenities and promotions.
  • Provided excellent customer service by addressing guest inquiries promptly and professionally.
  • Greeted guests upon arrival and checked them in to their rooms.
  • Prepared monthly budgets for the front office department based on projected sales figures.
  • Assisted with training new staff members on front desk procedures and policies.
  • Coordinated check-out processes including verifying room charges, collecting payment and issuing receipts.
  • Supervised front desk operations, enabling guests to receive superior customer service from hotel staff.
  • Oversaw cash and credit card payment transactions at the front desk.
  • Resolved guest complaints promptly and followed-up to verify restored satisfaction.
  • Managed guest check-in and check-out procedures, reservations and payments.

Gerente General

Kite Beach Condos Hotel
Puerto Plata
03.2004 - 11.2005
  • Provided guidance and support to subordinate managers in order to foster an atmosphere of cooperation throughout the organization.
  • Coordinated training activities for employees to ensure compliance with company policies and procedures.
  • Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
  • Coordinated and directed activities of businesses or departments concerning production, pricing and sales.
  • Created effective business plans to focus strategic decisions on long-term objectives.
  • Implemented successful business strategies to increase revenue and target new markets.
  • Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
  • Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.

Gerente de Operaciones

Hotel Santana Beach Resort
ene. 2002
01.2002 - 03.2004
  • Implemented successful business strategies to increase revenue and target new markets.
  • Monitored progress by establishing plans, budgets and measuring results.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
  • Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
  • Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Delegated work to staff, setting priorities and goals.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Analyzed and controlled materials, supplies and equipment operational expenses.
  • Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.

Gerente de Recepción

Hotel LTI Beach Resort
Punta Cana
02.2000 - 01.2002
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Delegated work to staff, setting priorities and goals.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Performed cashier duties such as taking payments, balancing accounts, handling refunds and resolving any discrepancies that arose.
  • Managed reservations by answering calls, responding to emails and booking accommodations.
  • Greeted guests upon arrival and checked them in to their rooms.
  • Monitored occupancy rates for each day as well as weekly and monthly trends to ensure maximum revenue was achieved.
  • Generated reports on occupancy levels, revenue figures and customer feedback.
  • Coordinated check-out processes including verifying room charges, collecting payment and issuing receipts.
  • Organized daily room assignments and ensured all necessary paperwork was completed accurately.
  • Ensured the front desk area was clean and presentable at all times.
  • Provided excellent customer service by addressing guest inquiries promptly and professionally.

Recepcionista Auditor Nocturno

Paradisus Punta Cana By Melia Hotels
Punta Cana
03.1998 - 01.2000
  • Operated telephone switchboard to answer, screen and forward calls to appropriate personnel.
  • Investigated and analyzed client complaints to identify and resolve issues.
  • Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
  • Sorted invoices for accounting department by date stamping and filing by vendor code.
  • Provided administrative support to various departments, assisting with document preparation and data entry.
  • Greeted and directed visitors to appropriate departments or individuals, ensuring a welcoming environment.
  • Managed company database and ensured the accuracy of contact information.

Supervisor De Recepción, Recepcionista Cajero

Occidental Allegro Resort
Punta Cana
01.1996 - 01.1998
  • Implemented strategies for improving customer service standards across the department.
  • Supervised daily operations at the front desk including check-ins and checkouts, reservations.
  • Resolved customer complaints promptly and efficiently.
  • Monitored staff performance and provided feedback when necessary.
  • Coordinated with other departments to ensure smooth operations of the front desk area.
  • Maintained up-to-date knowledge of hotel services, features and local attractions and activities.
  • Monitored the front desk staff to ensure proper customer service was provided.
  • Participated in meetings with other managers to discuss strategies for increasing profitability.
  • Resolved conflicts between customers or staff members in a professional manner.
  • Reviewed daily reports on occupancy levels, rate of rooms sold and revenue totals.
  • Assisted guests with inquiries and requests.
  • Provided support to guests with check-in and check-out procedures.
  • Created weekly schedules for front desk staff according to business needs.
  • Conducted regular performance evaluations of front desk staff members.
  • Greeted and welcomed guests in a friendly, professional manner.
  • Processed payments, cashiering duties and credit card transactions accurately.
  • Provided guidance and mentorship to junior team members in order to help them develop their skills.
  • Performed administrative tasks such as filing documents, answering phone calls and emails.
  • Provided concierge services for guests.

Education

Estrategias De Servicios: Calidad Y Orientación Al Cliente - Hotelerías Y Turismo

CONFAE
Palma De Mallorca, Espana
06-2024

Magister en Psicología Clínica - Aplicación Sistemática De Documentación Clínica

Universidad Abierta Para Adultos (UAPA)
01.2023

Especialista en Duelo -

Centro de Recuoeracion Emocional de la Perdida (DUELUM)
01.2022

Productividad, Crecimiento y Desarrollo Familiar -

Universidad Nacional Evangelica (UNEV)
01.2022

Cierre de Ciclos Emocionales -

Lcda. Daisy Rodriguez MA
01.2021

Masculinidad y Paternidad Responsable -

Programa Cultura CIUDADANA (BANCO Mundial y Presidencia de la Republica)
01.2021

Primeros Auxilios Psicológicos PAP -

Lcda. Daisy Rodriguez MA
01.2021

Manejo sistémico del Abordaje clínico -

Universidad Abierta Para Adultos
01.2020

Comunicación Efectiva -

INFOTEP
01.2002

Trabajo en Equipo -

INFOTEP
01.2002

Bachelor of Business Administration; Hotels And Turism Management - Business Administration And Management, Hoteles

Escuela Técn De Hostelería Y Turismo Santo Domingo
Santo Domingo
03-2000

Curso de Inglés C2 -

Instituto Académico de Idiomas (IADIS)
01.1996

Curso de Alemán Avanzado B2 -

Instituto Académico de Idiomas (IADIS)
01.1996

Frances B1 -

Instituto Académico de Idiomas (IADIS)
01.1996

Italiano B1 -

Instituto Académico de Idiomas (IADIS)
01.1996

Bachiller en Ciencias y Letras -

Liceo Secundario Francisco Henriquez y Carvajal
01.1995

Skills

  • Customer Service Management
  • Expert in PMS gestion hotelera, new hotel, Opera, entre otros
  • Resource Allocation
  • Staff Supervision
  • Service Quality Management
  • Policy and Procedure Enforcement
  • Conflict Resolution
  • Strategic business planning
  • Project Planning
  • FLUENT IN ( Ingles, frances, aleman, italiano, niveles avanzados con cultura)
  • Interpersonal Relationships
  • Team Collaboration and Leadership
  • Operational Efficiency
  • Workflow Management
  • Analytical Thinking
  • Staff Training and Development
  • Employee Relations
  • Data Management
  • Quality Control
  • Goal Setting
  • Service Documentation
  • Work Planning and Prioritization
  • Multiple Priorities Management
  • Employee Training and Development
  • Budget Control
  • Staff Motivation
  • MS Office
  • Revenue Generation
  • Flexible Schedule
  • Forecasting
  • Reliable and Responsible
  • Trustworthy and Honest
  • Compliance Enforcement
  • Time Management
  • Staff Management
  • Regulations Compliance

Marital status

Casado

Linkedin

https://www.linkedin.com/in/pedro-cruz-448a06251/

Personal Information

  • Title: GERENTE ADMINISTRATIVO
  • Nationality: Ciudadano de la Unión Europea (Ciudadanía Española)
  • Visa Status: Pasaporte UE

Languages

  • Español
  • English
  • Aleman
  • Frances
  • Italiano

Timeline

Gerente de Servicio Bar Restaurant

Bar Thomas La Macarena
07.2023 - 02.2024

Gerente Administrativo Y De Servicio

Bares y restaurantes Sabor Latino
11.2022 - 04.2023

CEO

P&F Modulares Fabrica
01.2021 - 09.2022

Coordinador Salud Mental

Gabinete de politicas sociales y de familia, Gobierno de la Republica Dominicana
10.2020 - 10.2022

CEO

Don Pedro Constructora Inmobiliaria
03.2012 - 09.2022

CEO

Constructora Inmobiliaria Inversiones tu Confianza Srl
03.2012 - 09.2022

Room Division Manager

Hotel Puerto Plata Village
03.2007 - 02.2012

Gerente De Recepción Corporativo

Bahia Principe Hotels
01.2005 - 12.2007

Gerente General

Kite Beach Condos Hotel
03.2004 - 11.2005

Gerente de Operaciones

Hotel Santana Beach Resort
01.2002 - 03.2004

Gerente de Recepción

Hotel LTI Beach Resort
02.2000 - 01.2002

Recepcionista Auditor Nocturno

Paradisus Punta Cana By Melia Hotels
03.1998 - 01.2000

Supervisor De Recepción, Recepcionista Cajero

Occidental Allegro Resort
01.1996 - 01.1998

Estrategias De Servicios: Calidad Y Orientación Al Cliente - Hotelerías Y Turismo

CONFAE

Magister en Psicología Clínica - Aplicación Sistemática De Documentación Clínica

Universidad Abierta Para Adultos (UAPA)

Especialista en Duelo -

Centro de Recuoeracion Emocional de la Perdida (DUELUM)

Productividad, Crecimiento y Desarrollo Familiar -

Universidad Nacional Evangelica (UNEV)

Cierre de Ciclos Emocionales -

Lcda. Daisy Rodriguez MA

Masculinidad y Paternidad Responsable -

Programa Cultura CIUDADANA (BANCO Mundial y Presidencia de la Republica)

Primeros Auxilios Psicológicos PAP -

Lcda. Daisy Rodriguez MA

Manejo sistémico del Abordaje clínico -

Universidad Abierta Para Adultos

Comunicación Efectiva -

INFOTEP

Trabajo en Equipo -

INFOTEP

Bachelor of Business Administration; Hotels And Turism Management - Business Administration And Management, Hoteles

Escuela Técn De Hostelería Y Turismo Santo Domingo

Curso de Inglés C2 -

Instituto Académico de Idiomas (IADIS)

Curso de Alemán Avanzado B2 -

Instituto Académico de Idiomas (IADIS)

Frances B1 -

Instituto Académico de Idiomas (IADIS)

Italiano B1 -

Instituto Académico de Idiomas (IADIS)

Bachiller en Ciencias y Letras -

Liceo Secundario Francisco Henriquez y Carvajal

Similar Profiles

CREATE PROFILE
Pedro Cruz