Humberto Ortega Hernandez Email & Phone Number

Cabo San Lucas, B.C.S., Mx

Cabo San Lucas, Baja California Sur, Mexico

• Spearheaded hotel operations, overseeing a team of 561 employees and managing 359 suites. Achieved an 8% increase in guest satisfaction and loyalty by closely tracking guest surveys, implementing targeted action plans, and addressing areas of improvement. Led guest recovery initiatives, ensuring timely follow-ups and tailored solutions to enhance the overall guest experience and drive continuous improvement.• Elevated guest service standards by fostering a culture of excellence. Developed comprehensive training and career advancement programs aligned with hotel standards and SOP, implemented employee recognition initiatives, and promoted a collaborative leadership model for team leaders. This approach empowered staff to consistently deliver exceptional service, significantly enhancing the overall guest experience.• Improved the identity of F&B venues, achieving a 13% income increase across 7 outlets by fully integrating the concept's DNA.• Key role member in logistics for the upcoming suites renovation project, aimed at enhancing the resort's appeal and maintaining its competitive edge. Focused on streamlining operations and coordinating resources to ensure a smooth, high-quality upgrade that supports the resort’s commitment to delivering exceptional guest experiences.

Cabo San Lucas, Baja California Sur, Mexico

• Oversaw the grand scope of hotel activities, supervising employees and staff development for more than 550 employees. Managed 247 suites, improving guest satisfaction and loyalty by tracking surveys, recognizing trends, and developing innovative action plans accomplishing an increment of 3% and 4% respectively. • Reduced employee turnover rate of 4.5 % by creating training and career opportunities for the team, developing recognition programs, and transitioning team leaders into an enhanced communication and collaborative leadership model. • Counteracted inflation by providing financial stability through acquiring efficient corporate purchases, planning and execution of capital expenditures, strong negotiations with suppliers and improving costs; therefore, accomplishing savings of 3.5%. • Maximized income during pandemic and hotel 2.5 months of closure by accomplishing expense control, increasing 26% vs budget in 2021, by 2023 property reached $4.23M. in UBO. • Led the operational handover of 116 suites, 3 restaurants, pools, fitness center, and public areas from the construction company during the resort's opening phase. Collaborated with the construction and management teams to ensure timely and successful delivery of units, maintaining high-quality standards and adherence to deadlines working closely with cross-functional teams to oversee final inspections, correct any construction-related issues, and ensure operational excellence upon handover.• Created and implemented SOP adherence strategies that assisted in reducing 7% of staff by simplifying processes, providing autonomy to teams, and improving quality assurance in guest satisfaction.• Augmented identity in F&B venues with full DNA of concept. Ensuring an increase of 6% in income within 8 outlets vs previous years.

Cabo San Lucas, Baja California Sur, Mexico

• Oversaw all aspects of room operations, including front desk, bellman desk, housekeeping, and concierge guest services for 247 suites.• Lead a team of 150 staff members, providing training and guidance to ensure high-quality service delivery and adherence to brand standards. Improvements in levels of service within housekeeping of 98%, reduced check-in time at front desk provided 8% increase in guest satisfaction and upselling produced a 3% increment in sales.• Administered control of cost-saving measures without compromising service quality, generated 3% in savings.• Implemented and monitored performance metrics to enhance operational efficiency and identify areas for improvement. Accomplishing an increase in Guest Satisfaction of 95%.

Cabo San Lucas, Baja California Sur, Mexico

• Resolved guest situations and concerns effectively, resulting in an increase in positive online reviews.• Participated with department heads to address and resolve operational challenges, fostering a culture of teamwork and accountability.• Acted as a liaison between staff and upper management, facilitating effective communication and issue resolution. Property accounted for 181 suites.

• Orchestrated day-to-day operations of the front desk, including check-in/check-out processes and guest services for 246 suites property.• Implemented streamlined check-in procedures, resulting in a 7-minute reduction in guest wait times.• Developed and maintained strong relationships with guests, addressing concerns promptly and enhancing overall guest satisfaction.• Conducted regular training sessions to ensure front desk staff are well-trained in hotel policies, procedures, and customer service standards.• Strong problem-solving skills to address guest issues, resulting in an increase in positive guest feedback to 93% and improved incomes of 8% through upsells.

Certificate Program, Hospitality Management 360 - Sc Johnson College Of Business

Bachelor'S Degree, Business Administration