Yendry Espinoza

Experienced in overseeing the general opera􏰀on of lodging facili􏰀es with high standards of service and a professional coordina􏰀on within departments related to housekeeping, front office, food and beverage, maintenance, spa and quality control.
To develop and to communicate Standard Opera􏰀on Procedures, to achieve budgets and approve expenditure. Experience in managing ADR, occupancy, Profit & Lost results, revenue, forecast and cost containment.
To analyze quality reports to be able to take decisions in con􏰀nuous improvement.
Frequent Human interac􏰀on and communica􏰀on with staff to mo􏰀vate and coach.
Sustainability knowledge to implement into the daily opera􏰀on of the hotel, meaning social and ecological consequences of economy ac􏰀vity.

TEAM LEAD / OPERATIONS (Feb 2021 to Present) Concentrix (Real Estate Account)
 Responsible for the day-to-day supervision of a group of agents including work and a􏰂endance monitoring for the set procedures
 Effec􏰀vely coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly

OPERATION MANAGER (Nov 2018 – March 2022)
Hotel Fleur de Lys
 Overseeing the general opera􏰀on of the hotel maintaining supervision in quality and guest sa􏰀sfac􏰀on
 To maintain an effec􏰀ve rela􏰀onship with stakeholders to promote the different services of the company
 To recruit, train and monitor staff for several posi􏰀ons
 To coach staff and managers
 To Address internal and external problems with customers and staff

OPERATION MANAGER (Jun 2017 – May 2018)
Hotel Presidente
 Overseeing the general opera􏰀on of the hotel maintaining supervision in quality and guest sa􏰀sfac􏰀on
 To analyze budgets and Profit and Lost reports to take financial decisions
 To maintain an effec􏰀ve rela􏰀onship with tour operators and suppliers to promote the different services of the
company
 To coach staff and managers
 Set and achieve sales
 To Address internal and external problems with customers and staff
 Ensure compliance with laws and health and safety

RESIDENT MANAGER (May 2015 – Jun 2017)
Hotel Tabacon
 To assist the General Manager with the profitable running of the hotel
 To support and lead department managers in financial ma􏰂ers like budgets, forecasts and cost control
 To prepare marke􏰀ng and sales plan with the sales manager and General Manager
 To deal with security problems and safety hazards to ensure the correct protocol
 To resolve on site issues related with guests and staff

SIX SIGMA GREEN BELT – 2017
PXS Global and Cámara de Industrias de CR

MBA QUALITY MANAGEMENT – 2015
ULACIT

GENERAL MANAGER PROGRAM – 2013
Cornell University, Ithaca NY

HOTEL REVENUE MANAGEMENT – 2011
Cornell University, Ithaca NY

FOOD SERVICE MANAGEMENT – 2011
Cornell University, Ithaca NY

GUEST RELATION INTERSHIP (2010)
Grand Hotel Europe (Saint Petersburg)

MASTER CERTIFICATE HOSPITALITY MNGT (2010)
Cornell University, Ithaca NY