Andy Montúfar Oquendo
Lima
Overview
11
11
years of professional experience
1
1
Certification
Work History
Luxury Train Manager, Perú
Belmond
Cusco
08.2022 - 01.2024
- Peru
- Analyzed customer feedback data to develop action plans for improving services offered
- Developed and implemented hotel policies and procedures
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards
- Maintained adequate staffing to meet objectives within budget.
- Maintained records of guest room bookings, cancellations, payments and other information
- Planned and led team meetings to review business results and communicate new and ongoing priorities
- Assisted in resolving customer complaints and inquiries in a timely manner
- Monitored staff performance and provided feedback to ensure quality standards were met
- Coordinated special events such as weddings, conferences or conventions at the hotel
- Customer Service Representative with extensive experience in hospitality industry
- Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients
- Motivated to maintain customer satisfaction and manner
- And organizational problem-solver with advanced supervision, team building and customer service skills
- Experience stepping into roles and quickly making positive changes to drive company success
- Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance
- Analyzed financial reports to identify areas where cost savings could be achieved
- Developed annual goals for each department based on market trends and competitor analysis
- Contribute to company success
- Monitored staff performance and provided feedback to ensure quality standards were met.
Hotel Duty Manager Palacio Nazarenas
Belmond
Cusco
03.2023 - 09.2023
- Organized regular meetings with department heads to discuss operational issues and service improvements
- Conducted regular inspections of facilities to identify potential problems or areas for improvement
- Collaborated with other departments to ensure timely completion of projects within budget constraints
- Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses
- Motivational leader, Established processes to ensure efficient workflow throughout the organization
- Developed and implemented hotel policies and procedures
- Oversaw the daily operations of all departments within the hotel including front desk, housekeeping, maintenance and food and beverage services
- Inspected hotel rooms and public spaces to determine cleanliness and need for room updates
- Conducted daily meetings with front desk and housekeeping personnel to discuss arrivals, special requests and operational challenges.
- Developed strategies to improve customer satisfaction levels.
- Monitored staff performance and provided feedback to ensure quality standards were met.
- Enforced health and safety regulations throughout the premises.
Regional Quality Service Manager
Belmond
Lima
04.2018 - 08.2022
- Assisted in resolving customer complaints and inquiries in a timely manner
- Conducted regular inspections of facilities to identify potential problems
- Generated reports detailing occupancy.
- Identified needs of customers promptly and efficiently
- Worked with cross- functional teams to achieve goals
- Analyzed quality control test results and provided feedback and interpretation to production management or staff
- Organized regular meetings with department heads to discuss operational issues and service improvements
- Supervised staff members during shifts to ensure tasks were completed efficiently
- Analyzed data from quality control testing to identify areas of improvement
- Provided guidance on process improvements and best practices in order to maintain high levels of product quality
- Reviewed current standards and policies
- Established procedures and quality standards
- Maintained records of all test results and monitored trends over time
- Implemented strategies designed to improve customer satisfaction ratings
- Established key performance indicators for evaluating the effectiveness of the company's quality management system.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Coached, mentored and trained team members in order to improve their job performance.
Hotel Duty Manager Las Casitas
Belmond
Cusco
03.2022 - 06.2022
- Collaborated with marketing team to develop promotional activities
- Developed and implemented strategies to increase customer satisfaction and loyalty
- Personable and dedicated
- Maintained records of guest room bookings, cancellations, payments and other information., Staff Development
- Developed strategies to improve customer satisfaction levels.
- Ensured the safety and security of guests, employees and property assets.
- Trained new hires on company policies, job duties and workflows.
- Prepared weekly staffing schedules based on occupancy levels and budget constraints.
- Supervised staff members during shifts to ensure tasks were completed efficiently.
- Handled customer complaints professionally while providing solutions in a timely manner.
- Organized regular meetings with department heads to discuss operational issues and service improvements.
- Monitored staff performance and provided feedback to ensure quality standards were met.
- Collaborated with marketing team to develop promotional activities aimed at increasing revenue.
Hiram Bingham Train Manager
Belmond
Cusco
05.2015 - 04.2018
- Developed and implemented hotel policies and procedures
- Oversaw the daily operations of all departments within the hotel including front desk, housekeeping, maintenance and food and beverage services
- Identified needs of customers promptly and efficiently
- Prioritized and organized tasks to efficiently achieve service goals
- Conducted regular meetings with staff to discuss progress and identify areas of improvement
- Gave guests first-rate service and support and worked to resolve concerns to mutual satisfaction
- Ensured all safety regulations were followed during travel.
- Provided assistance to disabled passengers in boarding and disembarking the train.
- Performed daily pre-trip inspections of assigned railcars prior to departure.
- Monitored passenger activity throughout the duration of the ride to ensure safety protocols are being followed.
- Communicated effectively with other staff members while on board the train.
Food and Beverage Supervisor
JW Marriott El Convento
Cusco
11.2014 - 05.2015
- Provided ongoing coaching and mentoring for employees in order to improve their job performance.
- Maintained an up-to-date knowledge of all menu items, ingredients and preparation methods.
- Trained new hires in proper food handling techniques and safety regulations.
- Developed and implemented inventory control systems to reduce food costs while maintaining quality standards.
- Reviewed weekly sales reports to identify trends in sales volume for menu items.
- Analyzed employee feedback surveys to determine areas needing improvement in the dining experience.
- Created detailed reports outlining staffing needs, sales figures, inventory levels and other relevant information.
- Monitored dining room activity to ensure promptness of service, cleanliness of tables and overall guest satisfaction levels.
Japanese Restaurant Manager
Osaka
Lima
02.2014 - 11.2014
- Implemented strategies designed to improve customer satisfaction ratings
- Enforced customer service standards and resolved customer problems to uphold quality service
- Completed thorough opening, closing and shift change functions to maintain operational standards each day
- Set up and tore down equipment for large scale events, conferences and graduations
- Provided customer service support during events, ensuring guests had a positive experience.
- Recruited and trained new employees to meet job requirements
- Mentored new employees, demonstrating best methods for servicing clients and guests
- Generated reports detailing occupancy rates, revenue figures, labor costs
- Approached customers and engaged in conversation through use of effective interpersonal and people skills
- Scheduled maintenance visits from technicians to ensure that all kitchen equipment is functioning properly at all times.
- Conducted regular staff meetings to provide updates on business operations and changes in policy or procedure.
- Developed and implemented restaurant policies, procedures, menus, and marketing initiatives to increase customer satisfaction.
- Monitored food preparation techniques to ensure quality control and consistency.
Restaurant Manager
Cala
Lima
06.2013 - 02.2014
- Developed strategies for improved operational efficiency and customer satisfaction.
- Adhered to all health department regulations regarding food storage and preparation.
- Created new menu items based on customer feedback and industry trends.
- Provided exceptional customer service by anticipating guest needs before they arise.
- Resolved customer complaints in a professional manner to maintain positive relationships with guests.
- Ensured compliance with all food safety regulations and sanitation standards.
- Implemented effective marketing campaigns to increase revenue and improve brand awareness.
- Inspected dining room area regularly for cleanliness and adherence to safety standards.
- Managed day-to-day operations of restaurant, including scheduling, budgeting, and inventory control.
- Supervised and trained staff in customer service, food handling, and safety protocols.
- Prepared employee schedules to maintain appropriate staffing levels during peak periods.
- Maintained safe working and guest environment to reduce risk of injury and accidents.
- Coached team members on food safety and sanitation processes, customer service, menu education and up-selling techniques to drive revenue.
Education
02.2014
11.2011
Skills
- Business Administration
- Policy Implementation
- Financial Management
- Business Development
- Performance Management
- Strategic Planning
- Staff Development
- Operations Management
- Business Planning
- Product Management
- Team Leadership
- Brand Management
Certification
June 2004 JD | Hospital Administration Institute San Ignacio De Loyola, Lima Spanish: First Language Advanced (C1) April 2015 University of San Martin De Porres, Peru Post Graduate | Food And Beverage Management April 2019 JD | Leading High-performance Teams, Specialized Course Universidad Del Pacífico, Peru
References
References available upon request.
Timeline
Hotel Duty Manager Palacio Nazarenas
Belmond
03.2023 - 09.2023
Luxury Train Manager, Perú
Belmond
08.2022 - 01.2024
Hotel Duty Manager Las Casitas
Belmond
03.2022 - 06.2022
Regional Quality Service Manager
Belmond
04.2018 - 08.2022
Hiram Bingham Train Manager
Belmond
05.2015 - 04.2018
Food and Beverage Supervisor
JW Marriott El Convento
11.2014 - 05.2015
Japanese Restaurant Manager
Osaka
02.2014 - 11.2014
Restaurant Manager
Cala
06.2013 - 02.2014
June 2004 JD | Hospital Administration Institute San Ignacio De Loyola, Lima Spanish: First Language Advanced (C1) April 2015 University of San Martin De Porres, Peru Post Graduate | Food And Beverage Management April 2019 JD | Leading High-performance Teams, Specialized Course Universidad Del Pacífico, Peru
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