Sergio Garcia

Lead the Front of the House, Housekeeping and Guest Experience department.

Team of 60 employees in total.

• Report to GM.
• MOD.
• 275 Rooms.
• FD HSK Budget.
• Cost Control.
• Staffing control.
• Employee's development and training plans.
• Strategic planning for every department.
• Execution and completion of different individual and department objectives.
• Quality index review and action plans.
• Implementation of AAA Service Standards and SOP creation in all 3 departments.
• Implementation of VIP program.
• Social Media Reputation and strategy. TOP 10 TripAdvisor Miami.
• Preventive Maintenance in coordination with Engineering.
• Scheduling monthly repairs or maintenance in public areas and rooms.

Responsible for the Front of the House operations and oversee the reservations

Team of 15 employees.

• Report to GM.
• Luxury Property.
• MOD.
• 129 Rooms.
• Preopening and opening process.
• Recruiting and training.
• FD processes, SOP and structure implementation.
• Online Reputation strategy.
• VIP Program.
• Implementation service standards based on AAA.
• Set up strategies to achieve brands goals: loyalty, Email, Upselling and donation campaign.
• Employee's development and training plans.
• Full Coordination with HSK Manager

• 375 rooms.
• Luxury property.
• PM Supervisor and Night MOD.
• ADP control.
• Rooms Controller.
• Focused on a Guest Service excellence.
• Hotel most mentioned person during that time in Social Media and Guest internal

Surveys.

Genova Luchana.

• 2 Hotels preopening and opening process.
• Team of 22 employees.
• Reporting to GM.
• MOD.
• 110 Rooms.
• Development implementation of all SOP's for FD HSK, photo guides and security protocols.
• Social media reputation: Together with my team, we achieved an amazing top 10 for the Innside Luchana property and a top 30 for Innside Genova out of 450 hotels in Madrid TripAdvisor ranking at that time.
• Housekeeping responsibilities: Rooms inspection, Purchase orders, Schedule, inventory, cost control, labor control.

Front Desk Receptionist

May 2007 - Oct. 2010

Sol Melia Alcudia Center // Mallorca - Spain

Hospitality Management Associate Degree

2001 - 2004

Universidad de Las Islas Baleares - Spain (UIB)