Rodrigo Chacon Perez

People:
Management of a team of up to 12 members.
Recruitment.
Creation of training plans, deliverance and monitoring.
Carry out 1-2-1 meetings with team members and upper managers.
Department Risk Assessment Reviewing.
Managing team shift patterns, breaks and holidays fairly and proactively.
Ensure proactive collaboration between departments.

Finance:
Ensure the rota's alignment with the business forecast.
Adhere to purchasing policy and budgets.
Manage stocks, records, and orders in line with current spending plan.

Quality:
Personal departmental inspections to ensure all appropriate brand Standard Operating Procedures are in place and colleagues are properly trained.
Utilise brand metrics and Review Pro to ensure quality measures are maintained.
Attend or nominate a representative to attend weekly operations meetings and daily Morning Meetings.
Train, drive and promote the company's Hilton Honours Loyalty Program.

• Ensure the smooth flow of customers in and out of the hotel, building high-quality relationships throughout their stay.
• Assist the Front desk Manager with any administrative reception duties.
• Supported smooth and efficient running of front-of-house operations, supervising 2-3 front office staff.
• Carry the training of new team members and control and monitoring their performance.
• Maintain the highest quality standards among the reception team and verify that these and brand standards are followed.
• Managed complaint resolution process, employing investigation and creative problem-solving skills to ensure positive guest outcomes.

• Customer care: As the first point of contact for late night customers, delivering exceptional customer care with an engaging, welcoming approach, ensuring a smooth check in process and answering queries promptly.
• Operational efficiency: Managing efficient processes by auditing and balancing day shift reports, reconciling departmental accounts, running EOD computer functions prior to the end of the shift.
• Transaction management: Managing the financial preparations for the following day’s trading.

• Led employees during night shifts to deliver outstanding customer service and comply with quality standards.

• Patrolled areas to monitor site security and enforce compliance with health and safety regulations.

• Maintained safe and secure environment by monitoring signs of disruptive behaviour.

• Formulated and submitted summary reports to management.