BRUNO M GUTIERREZ
FRONT OFFICE
Puebla City, Puebla
Summary
As a Hotel Assistant General Manager or as any operations manager I will achieve stellar performance, I bring a strong commitment to excellence with more than 15 years of management and operational expertise with Marriott, Hilton full-service hotels and boutique hotels. I will make a valuable contribution to your organization.
Ambitious professional with experience working at multiple lodging and resort establishments over 17-years career. Well-rounded organizational and accounting skills coupled with OnQ and FOSSE (PMS) for major hotel chains skills. Consistently accurate in financial reporting.
Overview
17
17
years of professional experience
2
2
Languages
Work History
FD Agent/ Auditor
The Wayfarer Tapestry by Hilton
813 Flower St, Los Angeles CA 90017
05.2022 - 03.2024
- Welcomed each new arrival from all over the world, pleasantly, and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Coordinated group bookings successfully, handling all logistics from reservation confirmation to departure arrangements.
FD Supervisor & Bar Manager
Golden Sails Hotel PCH Club
6285 E Pacific Coast Hwy, Long Beach CA 90803
06.2020 - 05.2022
- Oversaw daily front office and hotel bar operations, ensuring a smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
Assistant General Manager
Hilton Garden Inn Calabasas
08.2011 - 07.2017
- Increased employee satisfaction, achieved an annual average rate of $193.61, and an annual occupancy of 88.40%.
- Bridging the gap with an independent owner, and negotiating a required 10-year renovation. Achieved an annual RevPAR index of 171.2%.
- Performed as task force training manager for three sister hotels, HGI Oxnard, and Homewood Suites Oxnard.
- Controlled spending on overhead and equipment by devising and executing cost-management procedures.
- Implemented quality control measures that ensured consistently high product standards and customer satisfaction levels.
- Managed budgets and financial reporting, ensuring fiscal responsibility and profitability.
- Built and strengthened area partnerships to reap benefits such as new revenue channels and enhanced public awareness.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
Assistant General Manager
Hilton Garden Inn Valencia Six Flags
02.2008 - 07.2011
- Increased hotel guest satisfaction from 60% to 92% increased SALT.
- Increased RevPAR index by 55% and increased occupancy index by 42.6%.
- Performed hotel renovations and operations at the same time.
- Increased ADR by 25%.
- Passed all Hilton QA inspections with 99%.
- Analyzed customer feedback data to identify areas of improvement and develop solutions.
- Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
- Motivated, trained, and disciplined employees to maximize performance.
- Assisted in the recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery.
- Developed and implemented policies and procedures to improve customer service and satisfaction.
Front Desk Receptionist
Courtyard by Marriott Burbank Airport
03.2007 - 02.2009
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Able to adapt to AM and PM shifts as a star performer. I became the employee of the month and employee of the year.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
Education
GED -
BELMONT HIGH SCHOOL
1575 W 2nd St, Los Angeles CA 90026 05.2001 -
Skills
Proficient in managing disputes
Effective verbal communication
Cross-functional teamwork
Responsive to new challenges
Strategic leadership
Skill enhancement programs
Interior remodeling expertise
Data-driven forecasting
Bar operations management
Team coordination
Quality control expertise
Accounts receivable reconciliation
Human resources management
Team management
P&L management expertise
Conducting interviews
Experience with Microsoft Project
Timeline
FD Agent/ Auditor
The Wayfarer Tapestry by Hilton
05.2022 - 03.2024
FD Supervisor & Bar Manager
Golden Sails Hotel PCH Club
06.2020 - 05.2022
Assistant General Manager
Hilton Garden Inn Calabasas
08.2011 - 07.2017
Assistant General Manager
Hilton Garden Inn Valencia Six Flags
02.2008 - 07.2011
Front Desk Receptionist
Courtyard by Marriott Burbank Airport
03.2007 - 02.2009
GED -
BELMONT HIGH SCHOOL
05.2001 -