Moises Antonio Espinosa Fajardo
Cancun
Summary
Accomplished Director of Rooms with extensive experience in managing all-inclusive and EP ultra luxury hotels, enhancing guest satisfaction, and creating guest-centric experiences. Proven expertise in loyalty programs, including World of Hyatt, and mastery in hotel PMS, reservations, and departmental coordination. Demonstrated success in achieving and surpassing KPI targets for SPA and Rooms divisions while leading high-performing teams. Notable achievements include positioning Hotel Andaz Mayakoba as the top Andaz Brand hotel in the region within a year and achieving a 100% score in LQA audits at Rosewood Mayakoba. Skilled in financial analysis, budget control, staff leadership, training, mentoring, customer service excellence, problem-solving, and brand management. Career goal: to continue driving exceptional guest experiences and operational excellence within the hospitality industry.
Overview
27
27
years of professional experience
Work History
Director or Rooms
Breathless Cancun Soul
11.2021 - 07.2024
- Experience managing all-inclusive hotels & EP hotels.
- Proven track record in enhancing guest satisfaction and creating guest-centric experiences.
- Strong focus on loyalty programs, including World of Hyatt program expertise
- Mastery in hotel PMS, reservations, and departmental coordination.
Expertise in SPA services, including financial reporting, designing packages, and promotions. - Proficient in analyzing and preparing financial statements for both Rooms and SPA divisions.
- Demonstrated ability to achieve and surpass KPI targets for SPA and Rooms divisions.
- Skilled in staff leadership, training, and mentoring.
- Proven ability to build high-performing teams aligned with organizational goals.
- Delivered measurable improvements in customer satisfaction, financial performance, and team productivity.
Director of Rooms
Hotel Andaz Mayakoba
07.2016 - 08.2019
- Experienced in hotel openings, team member since the pre-opening for the first Andaz Brand in Mexico.
- I contributed to position the hotel as number ONE in the region Andaz Brand in a year period.
- Experienced in mass hirings.
- Upselling target achieved and surpased by 20% in 2017 and 5% surpased in 2018
- Brand Standards Audit by Coyle achieving 90.8% in Rooms Division.
- Manage and leading the following departments: Front Office, Housekeeping, Laundry, Public Areas, Transportation, Reservations, Curator & Kids Center, Security and SPA.
- Develop and execute the Rooms budget and GOP achievement.
- Develop and execute weekly/monthly expenses control tactics
- The commitment, attitude and performance of our team members drive the success of the Rooms Division.
- Maximizes hotel value by achieving Rooms & SPA GOP, expense control, excellent guest service and maximization of human resources in the Division.
- Leadership – ability to effectively motivate, mentor, coach & counsel others to perform well .
- Customer Service
- Ended up as hotel # 1 in the Andaz ranking achieving NPS score by 77.8 in 2017 and Customer Service by 80.0
- Responsible for coordinating and implementing tactics for Andaz Mayakoba Customer Service NPS as the top hotel in the Andaz brand ranking.
- I helped to position the hotel as number ONE in the region Andaz Brand in a year period in Customer Service.
- Coordinate, implement and develop Guest Experiences by contacting personally guest in house and pre-arrival.
- Liase with Corporate Customer Service team content to ensure regional activations are aligned with overall strategy.
- Deliver hospitable service that is attentive, friendly, efficient and courteous; demonstrate patience, tact and diplomacy.
- Deep knowlege of Brand Standards of Hyatt, L Q A & Forbes.
- Problem-Solving & Analytical Skills – ability to identify the issue, collect and analyze information to understand the problem and effectively resolve. Identify, recommend, and implement best practices.
Front Office Manager
Rosewood Mayakoba
11.2009 - 06.2016
- Responsible of FO with the efficient running of the department in line with Rosewood Hotels & Resort Corporate Strategies and brand standards, whilst meeting employee, guest and owner expectations.
- To assist the General Manager in managing the day-to-day operation of the Front Office at the hotel.
- To develop and accomplish the Host program to surpass guest experience.
- Responsible of Front Desk, Concierge, Guest Relations, Bell desk & Transportation.
- In coordination with HSK manager, responsible for Supervisory duties in the Housekeeping department.
- Achieved 100% Score in LQA audits in 2014
Director of Rooms
Hyatt Regency Cancun
05.2002 - 02.2008
- Responsible for the Rooms Operation including Front Desk, Concierge, Business Center, Bell Hosts, Communication, Kids Club and Security.
- Maximizes hotel value by achieving Rooms GOP, expense control, excellent guest service and maximization of human resources in the Division.
Rooms System Trainer
Hyatt International
09.2001 - 04.2002
- Responsible for the set up, training and installation of Hyatt's Hotel Systems around the world.
- Assist the Corporate Rooms Division of Hyatt International in writting Operations manuals and standards operation procedures for all hotels brands.
- Coach for Reservations Selling skills trainings in different hotels around the world.
Director of Rooms
Hyatt Regency Villahermosa
01.2000 - 09.2001
- Responsible of running rooms operations of a business hotel of 207 rooms.
Front Desk Manager
Hyatt Regency Acapulco
02.1998 - 01.2000
- Responsible of the Front Desk, Executive Floor, Cashier, Concierge and Bell Desk.
- Hotel of 790 rooms
Reservations Manager
Hyatt Regency Acapulco
02.1997 - 01.1998
- Quote available units and promotional rates to potential guests and their agents.
- Assist with handling incoming phone calls .
- Develop a thorough knowledge of the managed properties, their units and amenities.
- Update various wholesale and electronic partner with rates, specials, and availability.
- Properly document all correspondence with guests in reservation notes.
- Assist with honoring special guest requests and cancellation issues (based on policies)
- Stay up to date on room rates, packages, discounts and group package plans.
Education
Certificate of Higher Education - Marketing & Communication
Tecmilenio University
2026
Diplomado en SPA -
Universidad La Salle
2018
Administracion de Empresas Turisticas - Hoteleria
Centro de Estudios Superiores de Turismo de Xalapa
1990
Skills
- Internet, Microsoft Excel, Microsoft Word experience, Opera, Inssist
- Excellent customer service & communications skills
- Able to develop strong relationships with customers by building rapport, providing personable customer service and effectively assessing and addressing their needs
- Good problem solving, administrative and interpersonal skills
- Judgment & Discretion – appropriately handle confidential and sensitive information-
- Aptitude & Adaptability – ability to learn quickly and adapt to changing priorities and business needs
- Leadership – ability to effectively motivate, mentor, coach & counsel others to perform well (including appropriate documentation)
- Customer Service – deliver hospitable service that is attentive, friendly, efficient and courteous; demonstrate patience, tact and diplomacy
- People Skills – ability to collaborate, create rapport, and work effectively with others; earn and maintain trust and respect
- Recruiting and hiring
- Budget control
- Policy enforcement
- Brand management
- Quality focused
Education
Xalapa Veracruz,Cancún Q. Roo,other,Cancun
Contact
77533, Cancun, México
Hobbies and Interests
- Love for learning
- Travelling
- Excercise
Timeline
Director or Rooms
Breathless Cancun Soul
11.2021 - 07.2024
Director of Rooms
Hotel Andaz Mayakoba
07.2016 - 08.2019
Front Office Manager
Rosewood Mayakoba
11.2009 - 06.2016
Director of Rooms
Hyatt Regency Cancun
05.2002 - 02.2008
Rooms System Trainer
Hyatt International
09.2001 - 04.2002
Director of Rooms
Hyatt Regency Villahermosa
01.2000 - 09.2001
Front Desk Manager
Hyatt Regency Acapulco
02.1998 - 01.2000
Reservations Manager
Hyatt Regency Acapulco
02.1997 - 01.1998
Diplomado en SPA -
Universidad La Salle
Administracion de Empresas Turisticas - Hoteleria
Centro de Estudios Superiores de Turismo de Xalapa
Certificate of Higher Education - Marketing & Communication
Tecmilenio University
Similar Profiles
Richard DixonRichard Dixon
Preferred Club Manager at Secrets Wild Orchid & Breathless Montego BayPreferred Club Manager at Secrets Wild Orchid & Breathless Montego Bay
Sheldon ShirleySheldon Shirley
Telephone Operator at Secrets & Breathless Resorts & SpaTelephone Operator at Secrets & Breathless Resorts & Spa
Olivia ZavaletaOlivia Zavaleta
Hostess at Cancun Mexican Grill - Eau ClaireHostess at Cancun Mexican Grill - Eau Claire