Juan Pablo Morales

• Accomplishes department objectives by managing staff; planning and evaluating department activities.
• Maintains staff by recruiting, selecting, orienting, and training employees.
• Ensures a safe, secure, and legal work environment.
• Develops personal growth opportunities.
• Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results.
• Coaches, counsels, and disciplines employees.
• Develops, coordinates, and enforces systems, policies, procedures, and productivity standards.
• Establishes strategic goals by gathering pertinent business, financial, service, and operations information.
• Defines objectives, identifies and evaluates trends and options, chooses a course of action, and evaluates outcomes.
• Accomplishes financial objectives by forecasting requirements, preparing an annual budget, scheduling expenditures, analyzing variances, and initiating corrective actions.
• Maintains quality service by enforcing quality and customer service standards, analyzing and resolving quality and customer service problems, and recommending system improvements.
• Contributes to team effort by accomplishing related results as needed.

• Oversees all departments that fall within the Rooms division. These departments include Front Office, Concierge and Bell Services, Executive floor, Housekeeping, Facilities and Security.
• As senior management team. My role is required to develop and review business plans and strategies, key performance indicators and manpower planning.
• Followed up with solutions to address problems.
• Monitored and manage the division’s expenses to ensure it falls within operation budget. Deliver exceptional of organisational excellence such, work towards achieving high levels of guest satisfaction. This is done through consistent execution of the hotel's hospitality best practices.
• Build high performance teams that work well together to create excellent guest experiences. Also works closely with the Human Capital department. Together, they ensure effective recruitment processes for employment and retention of outstanding team members.
• Be focus on reception and ensure smooth processes and high compliance in terms of guest relation, housekeeping and reservation standards.
• Take over management responsibilities and lead the whole reception team. In addition, responsible for the deployment of personnel, to make sure there is sufficient and competent personnel to guarantee the satisfaction of the guests.
• To train your staff in terms of special guests, like as a foreign business people or celebrities.
• Responsibility in planning budgets and personnel, strong cooperation with the sales department, organization of department training, coordinated of the service and vacation planning, monitored the work of service personnel, hotel security, quality assurance and compliance in terms of special guidelines and hiring new employees.

· Four Points by Sheraton Gatwick Hotel,

· Radisson Red Gatwick Hotel,

· Ramada by Wyndham Crawley Gatwick Hotel (84 rooms);

· Staff total: 40 members; outsourcing staff: approx. 40 staff members between security companies, hotel property (Front desk, housekeeping, maintenance, F&B, etc.)

· Tracked KPIs to drive profitability and target delivery.

· Delivered business strategy to drive revenue and operational efficiencies.

· Recruited top-performing candidates to build staff retention and team performance.

· Monitored and evaluated teams, identifying, and targeting opportunities for improvement.

· Managed projects to consistently deliver milestones on time and within budget.

· Saved costs by managing shrink processes and inventory levels for corrective action planning.

· To make sure to deliver a safe and welcoming environment (safeguarding), medical and welfare support, tailored meal provisions (social work), robust processes and practices, feedback, review, and action change (constantly inspections by the local authorities, company and Home Office)

· Monitoring and providing performance review to the team and submitting the report to the line manager

· Make sure that any welfare concerns (Physical/Mental Health) are documented and escalated to the line manager immediately

· To provide training and feedback to the team members to improve the team performance

· To provide the pathway for the House Officers to their career growth in the company

· To establish clear and precise communication with the team and stakeholders

· To ensure my operational audit is in high record and update management information systems and databases with data relating to guests profiling, occupancy agreement, and incident reports

· To ensure the delivery of all services comply with relevant legislation and regulations.

· Completed stock ordering, replenishment and inventory management.

· Surpassed revenue goals in four consecutive quarters.

· Developed effective business plans to align strategic decisions with long-term objectives.

· Enhanced operational efficiency through responsible budget management.

· Developed and rolled out new policies designed to bolster productivity and reduce overall costs.

· Improved employee satisfaction ratings with cohesive company culture.

· Empowered staff members to contribute to continuous improvement, quality and growth of company.

· Streamlined operational efficiencies by coordinating staff development and succession planning.

· Enhanced operational success through effective staffing, strong training, adherence to food safety and sanitation regulations and well-timed customer service.

· Managed high-performing teams to deliver quality customer service and stable profits.

· Improved brand awareness with targeted marketing campaigns and industry engagement.

· Mitigated operational risk, compiling performance, financial, headcount and spend data to forecast outlook.

· Built and maintained loyal, long-term customer relationships through effective account management.

· Supported regulatory compliance by overseeing all audits to ensure adherence to protocol.

• I have to report into the Operations Manager and Reception Manager, responsible for the day to day running of the Reception shift, managing guest expectations and delivering great guest satisfaction, processing of accurate billing & cashier duties, as well as leading a team
• As an Duty Manager, I was responsible for data entry, developing Excel spreadsheets and macros for our Head Office, General Manager and others Departments, handling business correspondence, ordering office supplies, and arranging for the maintenance and repair of our Hotel equipment
• Manage the Bar & Restaurant during my shift.
• Initiated and implemented plans to improve customer relations, quality standards and service efficiency.
• Led team of [Number]+ to deliver top-quality service and achieve company targets.
• Trained front office staff in interaction best practices, boosting guest satisfaction survey scores.
• Handled guest complaints to protect brand reputation.
• Actioned and resolved guest feedback to boost service quality.
• Met health and safety guidelines to maintain compliant working environments.
• Maintained accurate booking records on hotel reservation system and forecasted probable revenue streams.
• Improved team performance by conducting reviews and KPI data analysis.
• Reached business development objectives through sales, research and networking.
• Updated promotions to leverage upselling opportunities.
• Inspected rooms and reception areas to achieve pristine presentation and cleanliness.
• Completed weekly front office rota to guarantee optimal cover for operations.
• Prevented overspending by constantly monitoring budgets and payroll records.
• Oversaw emergency procedures and administered first aid.
• Wrote end of shift reports to facilitate service continuity.
• Coached restaurant team to drive profits and maximise covers.
• Liaised with auditors and prepared facilities to support successful audits.
• Responded to customer concerns with speed and knowledge, delivering professional, personalized service.
• Stored cash floats and delivered secure banking procedures.
• Facilitated corporate functions, conferences and other large scale events.
• Directed maintenance staff to keep facility and grounds at optimum standards.
• Oversaw front desk operations and trained team to handle high volume work with professionalism and accuracy.
• Recruited high-performing hospitality staff, onboarding with appropriate training.
• Monitored local accommodation market to guide pricing decision-making.
• Coordinated strategies to protect hotel property, staff and guests.
• Developed and implemented hotel-wide policies and procedures to increase revenue.
• Partnered with local entertainment and dining venues on mutual promotional strategies.
• Organized services and allocated resources for conferences, charitable events and private gatherings.
• Directed bar, restaurant and room service activities to promote sales and guarantee customer satisfaction.
• Used customer satisfaction survey findings to address improvement areas.
• Forecasted occupancy demand and monitored staff availability to create balanced, cost-effective shift schedules.
• Controlled expenditure, oversaw purchasing and maintained accurate counts.
• Sourced cost-effective solutions for required maintenance works.
• Designed long-term strategies relating to HR, budget governance, and marketing.
• Maintained excellent security provisions for appropriate hotel and grounds control.
• Coached front of house teams in delivering smooth, professional reception services.
• Delivered stringent health and safety compliance across hotel departments.
• Tackled food waste by refining kitchen practices, resulting in reduced costs.
• Assessed labour needs, driving strategic recruitment for adequate staffing levels during busy periods.
• Maximized occupancy rates by optimizing reservation and housekeeping processes.
• Kept back of house accounts and records updated, enabling clear performance monitoring.
• Handled customer complaints calmly and professionally to maintain hotel reputation.
• Supported housekeeping management in maintaining first-class hotel conditions.
• Managed hotel budgets through careful planning and business strategy.
• Devised employee management strategy to improve staff satisfaction and reduce turnover rate.