PABLO LUNA JIMÉNEZ

As a Hotel Auditor, I was entrusted with maintaining financial integrity, operational consistency, and cross-departmental coordination. My role extended beyond numbers—I became a key player in ensuring seamless guest experiences and internal accountability.

• Reviewed and verified daily financial transactions, including guest folios, room charges, and POS entries.
• Set up and entered financial data into spreadsheets using Microsoft Excel, ensuring accuracy and traceability.
• Reconciled accounts and monitored revenue postings across departments to maintain financial transparency.
• Generated daily audit reports and presented findings to management, highlighting discrepancies and trends.
• Maintained detailed records for internal and external audits, supporting compliance and operational reviews.
• Evaluated internal control systems and recommended improvements to reduce risk and enhance efficiency.
• Ensured strict adherence to hotel policies and industry regulations, safeguarding assets and guest trust.
• Facilitated smooth communication between departments by acting as the primary point of contact during overnight hours, ensuring timely issue resolution.
• Developed strong working relationships with cross-functional teams to ensure consistency in hotel services throughout all shifts.
• Boosted team performance through regular feedback sessions and constructive criticism, driving continuous improvement in night audit procedures.
• Advanced proficiency in Microsoft Excel and hotel management systems
• Strong analytical and problem-solving abilities
• Excellent interpersonal and communication skills
• Proven leadership in overnight operations and team development
• Commitment to accuracy, integrity, and guest satisfaction

I began my journey on board as a Bar Waiter, where I quickly embraced the fast-paced environment and the importance of delivering exceptional guest service. Within just five months of my first contract, I was honored to be promoted to Bartender—a testament to my dedication, adaptability, and passion for hospitality.

As a Bartender, I was far more than a drink specialist. I became a hospitality ambassador, a team motivator, and a key contributor to onboard revenue. My role involved crafting memorable guest experiences, leading by example, and ensuring that every cocktail served was not just a beverage, but a moment of connection. My influence helped shape the social heartbeat of the ship, making every toast at sea unforgettable.

• Deliver world-class service across multiple venues including lounges, pool bars, specialty restaurants, and VIP areas.
• Craft signature cocktails and themed menus tailored to cruise destinations, events, and passenger demographics.
• Engage with guests to personalize service, resolve complaints, and elevate satisfaction through memorable interactions.
• Supervise and mentor bar staff, ensuring professionalism, consistency, and adherence to service standards.
• Conduct performance evaluations, onboard training, and daily briefings to maintain morale and efficiency.
• Coordinate with other departments (e.g., Food & Beverage, Housekeeping) to ensure seamless operations.
• Manage beverage inventory, including ordering, receiving, and stock rotation using onboard systems.
• Monitor consumption trends and adjust stock levels to optimize cost and reduce waste.
• Ensure compliance with international maritime health and safety regulations, including sanitation and alcohol service laws.
• Track bar revenue, prepare daily sales reports, and analyze performance metrics.
• Implement upselling strategies and promotional campaigns to boost profitability.
• Collaborate with the Beverage Manager on budgeting, forecasting, and cost control initiatives.
• Support themed nights, tastings, and mixology workshops, often leading demonstrations or competitions.
• Introduce seasonal or destination-inspired drinks, enhancing the cruise’s cultural immersion.
• Stay updated on global beverage trends, incorporating new techniques and ingredients into the onboard offerings.
• Advanced mixology and beverage knowledge
• Strong leadership and interpersonal skills
• Proficiency in inventory and POS systems
• Adaptability to multicultural environments
• Fluent in English; additional languages are a plus

As an Assistant Waiter, I played a key role in driving onboard revenue and elevating guest satisfaction through proactive service and event promotion. My responsibilities included:

• Revenue Generation: Promoted onboard experiences such as Cupcake Demonstrations, Sushi Classes, and Steakhouse reservations to meet and exceed sales targets.
• Customer Service Excellence: Delivered attentive, friendly, and detail-oriented service to maintain high customer satisfaction scores.
• Guest Engagement: Warmly welcomed guests, highlighted daily specials, and efficiently managed drink orders to create a memorable dining experience.
• Service Optimization: Anticipated guest needs and provided seamless service, enhancing the overall dining atmosphere.
• Team Coordination: Boosted restaurant efficiency by delegating tasks, supporting wait staff, and ensuring smooth operations during peak hours.
• Operational Support: Managed food resources, memorized complex orders, and coordinated timely delivery to maintain service standards

During my tenure, I was responsible for handling reservations across Marriott properties worldwide, providing exceptional service to guests from Latin America, the United States, and Canada. My role involved:

• Assisting guests with booking and modifying reservations, including guidance on Marriott Bonvoy points usage, hotel amenities, and cancellation policies.
• Educating customers on past and future reservations to ensure clarity and satisfaction.
• Opening and managing cases related to both positive and negative customer experiences, ensuring timely follow-up and resolution.
• Responding to inquiries regarding products, services, and company information with accuracy and professionalism.
• Resolving customer complaints with empathy and efficiency, fostering increased loyalty and repeat business.
• Navigating high-pressure situations with composure, maintaining a professional demeanor while resolving disputes or conflicts.
• Enhancing overall customer satisfaction by proactively addressing concerns and delivering clear, helpful information

I previously worked at an insurance company specializing in travel insurance for U.S. travelers. In my role as a Customer Service Representative, I assisted policyholders in understanding their coverage, including benefits, coverage limits, and pre-sale quotes. I also handled call transfers to internal departments, international branches, and third-party firms.

My responsibilities included processing claims and responding to customer inquiries via email. Thanks to my dedication and performance, I was promoted to Support Line Assistant, where I managed escalated calls from dissatisfied customers and provided real-time support to colleagues handling challenging interactions.

In this advanced role, I:

• Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
• Managed high call volumes while delivering exceptional customer support and maintaining professional composure.
• Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
• Reduced average call handling time, ensuring prompt service while maintaining high-quality interactions

I began my journey with the company as a Buffet Steward, initially assigned to the Crew Mess and later to the Officers’ Mess. Due to my performance and dedication, I was quickly promoted and relocated to guest-facing areas, where I worked across various venues including Alfredo’s Pizzeria, the Ice Cream Bar, Room Service, and The Sanctuary.

After completing a few contracts, I transitioned to the Dining Room as a Junior Waiter. In this role, I contributed to onboard revenue by applying diverse sales strategies tailored to each ship. I consistently delivered exceptional customer service, ensuring every guest enjoyed a memorable dining experience in full alignment with Princess Cruises’ brand standards and operational guidelines.

Throughout my time onboard, I embraced every opportunity to grow professionally, adapt to new environments, and exceed expectations—whether serving crew members or passengers. My journey reflects a strong commitment to excellence, teamwork, and creating unforgettable moments for guests from around the world.

T.G.I. Friday’s has been the company where I’ve gained the most valuable experience in my career. I began as a Busser and was quickly promoted to roles including Waiter, Barback, and Bartender. Shortly after, I received training in the Back of House (BOH), specifically in the galley operations.

I was later appointed as the store’s Key Coach, responsible for onboarding and training new hires. My duties included conducting sessions on Food Safety, New Hire Induction, Brand Standards, and Responsible Service of Alcohol (RSA).

After a few years, I was selected to attend a management skills seminar, where we covered essential topics such as HACCP compliance, finance, marketing, and leadership. Following the seminar, I entered a three-month Manager-in-Training (MIT) program at the Italianni’s branch in Patriotismo. Upon completion, I was assigned as the Front of House (FOH) Manager at Italianni’s located in Mexico City’s airport.

Throughout my tenure, I consistently delivered high-quality customer service in both the dining room and bar. I handled guest complaints during service hours and supervised production procedures in both FOH and BOH, ensuring compliance with local food safety regulations and HACCP standards.

Additional responsibilities included:

• Overseeing restaurant cleanliness and hygiene
• Managing daily cash flow and bank deposits
• Conducting weekly Food & Beverage inventory
• Maintaining the manager’s logbook with summaries of daily operations, asset shortages, upcoming reservations, and other administrative tasks on various project tasks.

• Over several years, I built a successful career in the nightlife and hospitality sector. I began as a dishwasher and earned multiple promotions through consistent performance and dedication. My progression included roles as assistant waiter, waiter, barback, and ultimately bartender—where I honed my skills in customer service, mixology, and fast-paced team environments.
• Ensured the bar remained clean, organized, and fully stocked to consistently meet customer demands and enhance guest experience.
• Efficiently managed high-volume service during peak hours, including special events, weekends, and late-night shifts.
• Maintained strict adherence to health and safety standards by keeping the workspace sanitized and orderly.
• Fostered a collaborative and positive team environment through clear communication and dependable teamwork.