Jennifer Gastélum

Key Responsibilities & Achievements:

Led Front Desk operations during the pre-opening and opening phases, establishing luxury service standards aligned with the Rosewood brand philosophy.

Created and implemented operational processes from the ground up, including checklists, workflows, SOPs, and daily operational controls.

Actively participated in the implementation of OPERA Cloud, supporting system configuration, testing, troubleshooting, and team training.

Designed and launched an upselling program, increasing revenue through room upgrades and personalized guest experiences.

Managed billing and invoicing processes with external service providers, ensuring accuracy and compliance.

Worked closely with Housekeeping, Reservations, Concierge, Finance, and IT departments to ensure seamless and frictionless guest experiences.

Led, trained, and motivated the Front Office team in a high-pressure environment characteristic of a hotel opening.

Key Achievements:

Development of comprehensive operational processes for the resort opening.

Successful implementation of OPERA Cloud in Front Office operations.

Creation of a guest-experience-focused upselling program aimed at revenue optimization.

Solid experience in Front Desk operations within luxury hotels, with a strong focus on guest satisfaction.

Proven leadership and team management skills, with the ability to motivate, train, and develop staff.

In-depth knowledge of front desk procedures, reservations, and guest management.

Strong verbal and written communication skills in Spanish and English.

Ability to resolve problems quickly and efficiently, maintaining composure in challenging situations.

Strong attention to detail, with a consistent focus on quality and accuracy in all interactions.

Experience serving as Manager on Duty (MOD) during day and night shifts, with hands-on experience in night audit and financial reconciliation. Implementation of inventory controls and new organizational policies and procedures (P&P).

Experience in the preparation of purchase orders and budget management.

Member of the Lead with Care Program: Worked closely with the Director of Security (Ben Morales) and Health & Safety teams to deliver training on situational awareness.

Delivered team presentations on emergency evacuation and property intrusion protocols (presentation available upon request).

Experience in Front Desk operations within luxury hotels, with a strong focus on personalized service..

In-depth knowledge of check-in, check-out, and room reservation procedures.

Proficiency in hotel management systems and reservation software.

Strong guest-oriented mindset with the ability to anticipate and exceed guest needs.

Ability to remain calm and professional in high-pressure situations.

Excellent interpersonal skills with a proven ability to work effectively as part of a team.

Nominated and awarded Employee of the Month – October 2021 (verifiable recognition).

• Experiencia en entornos de oficina y hospitalidad, dedicado a proporcionar un servicio excepcional al cliente y una gestión eficiente de la recepción. Con habilidades sólidas en comunicación interpersonal, organización y multitarea, capacidad de gestionar eficazmente las necesidades de los clientes y las responsabilidades administrativas. Proactivo en la resolución de problemas y actitud positiva incluso en situaciones desafiantes. Enfoque en la atención al detalle y la precisión garantiza una experiencia fluida y profesional para todos los visitantes.

Recipient of an additional performance bonus for positive mentions on TripAdvisor and the company’s internal platform (verifiable certificate).

Recipient of the “Little Miss Sunshine” award for outstanding guest service, positive attitude, and a warm, genuine smile toward both guests and colleagues (verifiable certificate).

Ability to manage multiple tasks simultaneously, remain calm under pressure, and ensure clear and effective communication, enabling the delivery of impeccable service at all times.

Scheduling coordination and management of appointments for clients and therapists.

Proficiency in spa and point-of-sale systems, including Book4Time and Lightspeed.

As an integral member of the spa team, committed to creating a relaxing and rejuvenating environment for our guests.