Rene Salguero Caicedo

• Pasión por la hospitalidad y la comida.
• Capacidad para trabajar en equipo.
• Creatividad e innovación.
• Vocación de servicio.
• Comunicación asertiva.
• Habilidad lógica matemática.
• Habilidad de liderazgo.

Villas Sol Beach Resort  
August 2022  
March 2023 
Guest Satisfaction Coordinator 
Improve the customer service experience, create engaged customers and facilitate organic growth.  
Take responsibility for customer problems and follow issues to resolution.   
Establish a clear mission and deploy strategies focused towards on that mission.   
Adhere to and manage the approved budget.  
Adhere to and manage the approved budget.  
Maintain an orderly workflow according to priorities with complaints, problem solving, disturbances, special requests and any other issues that may arise.  
Manage the night shift in the department ensuring all employees perform the tasks assigned to them and coordinate Front Office activities with other departments.  
Required to welcome our guests to the hotel in a friendly and helpful manner, ensure that the public areas are kept clean and tidy.  
Creates 100% guest satisfaction by providing fast and friendly genuine hospitality and by exceeding guest expectations   
Gives personal attention, takes personal responsibility and uses teamwork when providing guest service   
Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems   
Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction Guarantee   performs other duties as required to provide fast and friendly genuine hospitality   
Provides guests with assistance at the front desk during the check-in and check-out processes and throughout their stay.   
Greets guest and processes hotel registration   
Keeps current on hotel accommodations, services and area attractions   
Responds to customer inquiries for information   
Arranges for services requested by the guest by working with other departments as appropriate   
Stays current with developments in the hotel by reviewing and updating the communication log   
Offers guests updated rooms and promotes hotel amenities, food and beverage outlets and services   

Playa Islita Nandayure Nicoya Guanacaste   
August 2021   
July 2022  
Night Auditor   Hotel Punta Islita Autograph Collection by Marriott   
Manage and monitor activities of all employees in the Front Office department making sure they adhere to the standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training and correcting where needed.  
Direct and oversee all hotel operations during the night shift to ensure guest satisfaction and safety.  
Conduct Briefing for all staff during Night Shift.  
Inform all Overnight staff of nightly activities, group and VIP arrivals as well as special requests and repeat guests.  
Check accommodations, making sure any special requests are carried out accordingly, greet guests upon arrival and ensure escort to accommodations if appropriate.  
Maintain a professional and high-quality service-oriented environment at all times.  
Act as manager on duty for the hotel in the absence of the Front Office Manager dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise.  
Manage the night shift in the department ensuring all employees perform the tasks assigned to them and coordinate Front Office activities with other departments.  
Required to welcome our guests to the hotel in a friendly and helpful manner, ensure that the public areas are kept clean and tidy.  
Occasionally Assist guests with their luggage, be a point of contact for our guests, valet park guest’s cars and other responsibilities to ensure all requirements are met during our guests stay.  
Ensure the accurate completion of the daily night audit in a timely fashion.  
Must be able to perform the full night audit if needed.  
Oversee preparation of daily summary reports.  
Assist the Front Office Manager in implementing and enforcing financial controls throughout the department, helping with control of operating expenses, scheduling and purchasing.  
Should Show Initiative, Problem Solving, Staff Training, Team Leading.  
Work closely with the Housekeeping Department to improve guest services and foster cross-departmental communication.  
Report any suspicious persons, activities and/or hazardous conditions to the Security department and/or the Front Office Manager.   
Sort the Information in the different reports established and approved by General Management   
Close and reconcile daily financial transactions to generate actual sales data and the transactions made.   
Complies with different operational department reception during night shift and works to fill the post when needed and ensure the safety of guest   
MCI Function Process   
Organization Banks Tonnage Reception, Restaurant   
Review data Skill Guest (personal data, passport number)   
Review of Tonnage and Closures generated in Reception and Restaurants   
Review of Physical Folios Room (Invoices, Adjustments, and Credit Vouchers in room)   
Checking Prepayments (Total Physical according to system)   
Auditing Restaurant (Room Charge Invoices, Invoices Cash)   
Make Reports inconsistencies (audit report) resulting in a style of writing that seeks positive continuous improvement in operations focused on the solution and not the problem. Send this report every day and Lead Accounting and Operations  Management. In case of any difference in Restaurants must also send leader of this department to give appropriate follow.   
Customer Operations at Reception   
Sending Daily Report Management and other departments concerned • Give to check out Rooms Outgoing Travel Agency against physical prepaid.   
Folios printing   
Close the receipt and give Security   
Review all procedures established for cancellations and corrections so that reports and inconsistencies that may affect budgets   
It protects the assets of the company and gives optimal care at Reception   
Always look for better communication with leaders and officials of different customer needs to achieve provide WOW service at all levels   
 
Bahia Culebra Playa Manzanillo Liberia Guanacaste   
June 2019   
October 2021   
Pool Server   Planet Hollywood Resort Costa Rica   
Informed customers of daily specials and promotions   
Answered questions about menu selections and made recommendations when requested.   
Collected payments from customers and completed money transaction   
Stocked service areas with supplies such as silverware and condiments   
Provided fast and courteous service   
Skillfully anticipated and addressed guest service needs   
Greeted guests and provided quality customer service in fast-paced environment  
Answered phones and recorded orders   
Communicated with staffs and customers to ensure satisfied service  

 Hotel Business Management   Universidad Interamericana   
Autoridad, direccion y liderazgo
UNAM ( Universidad Nacional Autónoma de México)

Food & Beverage Management 
Universita Commerciale Luigi Bocconi

Word forms and simple present tense
UCI University of California, Irvine

COVID-19 Contact Tracing
John Hopkins University  

Capacitación sobre Covid-19 para trabajadores de la Salud  
Stanford University  

Cuidado de heridas en el ámbito hospitalario  
Universidad Autónoma de México (UNAM)  

Vivo para ser libre, una guía práctica que cambiara tu vida
Universidad San Marcos

Master in Sustainable Development Prectices
University of Copenhagen ( Noruega )

ESG Risk and Opportunities 
University of Pennsylvania

ESG and Climate Change
University of Pennsylvania

English Language 
Arizona State University

Seguimiento de casos y contactos covid-19  
Universidad de Chile  

Sustentabilidad y Economias Sociales 
Universidad Catolica de Chile

Conceptos base para el estudio del medio ambiente 
Universidad Austral de Argentina