Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Roberto Zelaya

Managua

Summary

With over 10 years of diverse experience, I am a seasoned professional with a strong background in property management, guest service coordination, sales, and customer service. Recently, I have excelled as a Guest Service Coordinator, I have gone above and beyond to ensure guest satisfaction before, during, and after their stays. Additionally, as a Property Manager, overseeing the management of over 90 properties, handling both client and tenant relations, coordinating maintenance, and ensuring compliance with city regulations.

Past work experience also includes significant roles in sales and customer service, where I developed and honed my skills in client communication, problem-solving, and building lasting customer relationships. My ability to adapt quickly, manage multiple tasks, and provide exceptional service has consistently contributed to the success of the teams and organizations I have been a part of

Overview

16
16
years of professional experience

Work History

Remote Guest Service Coordinator

Cityami
05.2023 - 06.2024
  • Manage reservations through the different online booking platforms
  • Handle communication through chat with the different guests that book our properties
  • Receive phone calls from guests and contractors to solve/troubleshoot issues
  • Coordinate communication with the cleaning staff and assign tasks to them
  • Monitor guest reviews and provide updates to the CEO
  • Report maintenance issues through our different software
  • Report guests' complaints and follow up with them to find the best solution aiming to ensure a 5-star experience
  • Submit damage claims
  • Charge guests for additional services/fees
  • Work on multiple tasks/projects assigned by the CEO

Remote Guest Service Coordinator

Moving Castle Hospitality
05.2021 - 05.2023
  • Manage reservations through the different online booking platforms
  • Handle communication through chat with the different guests that book our properties
  • Receive phone calls from guests and contractors to solve/troubleshoot issues
  • Coordinate communication with the cleaning staff and assign tasks to them
  • Monitor guest reviews and provide feedback to cleaners
  • Report maintenance issues through our different software
  • Report guests' complaints and follow up with them to find the best solution aiming to ensure a 5-star experience
  • Submit damage claims
  • Charge guests for additional services/fees
  • Order supplies for the different properties
  • Work on multiple tasks/projects assigned by the COO and/or CEO

Remote Property Manager

RPM Metro Detroit
08.2019 - 04.2021
  • Manage over 90 properties
  • Managed lease renewals
  • Coordinated maintenance
  • Coordinated periodic inspection
  • Complete and maintain city registrations (Certificate of Occupancy)
  • Maintain property taxes up-to-date
  • Complete eviction process
  • Managed utilities and pay off balances
  • Work as liason between property owners and tenants

Remote Operations Manager

Tutor Doctor Miami
04.2015 - 08.2019
  • Pre-screening of Tutors, Recruit, Enroll
  • Monitored and Payroll
  • Converted Leads into consultations
  • Work as liason between clients and tutors
  • Assisted in reviewing and improving all internet processes

Director of Sales (Office based)

Milagro Del Mar Beach & Golf Resort
05.2012 - 09.2014
  • Organized events in-country to promote sales
  • Organized international events to increase data base (potential customers)
  • Selection, recruitment and training

Director of Sales (Office based)

Nicaragua Developments S.A.
08.2010 - 04.2012
  • Organized events in-country to promote sales
  • Organized international events to increase data base (potential customers)
  • Selection, recruitment and training

Account Manager (Office Based)

Hilton Princess Managua
06.2008 - 08.2010
  • Managed key accounts: NGO's, Government institutions and Embassies
  • Negotiated corporate rates, group rates
  • Periodic visits to accounts to promote hotel services
  • Weekend shifts in-charge of all departments
  • Weekly reports to Sales Manager

Education

Business Administration -

UAM (Universidad Americana)
09.2004

Skills

  • Communication skills
  • Guest services
  • Leadership
  • Customer service
  • Bilingual
  • English
  • Team player
  • Assertive
  • Able to adapt quickly

Languages

English
Spanish

Timeline

Remote Guest Service Coordinator

Cityami
05.2023 - 06.2024

Remote Guest Service Coordinator

Moving Castle Hospitality
05.2021 - 05.2023

Remote Property Manager

RPM Metro Detroit
08.2019 - 04.2021

Remote Operations Manager

Tutor Doctor Miami
04.2015 - 08.2019

Director of Sales (Office based)

Milagro Del Mar Beach & Golf Resort
05.2012 - 09.2014

Director of Sales (Office based)

Nicaragua Developments S.A.
08.2010 - 04.2012

Account Manager (Office Based)

Hilton Princess Managua
06.2008 - 08.2010

Business Administration -

UAM (Universidad Americana)
Roberto Zelaya