Andy Harold Montúfar Oquendo
Santiago De Surco
Summary
Personable and dedicated 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 contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Motivational leader and organizational problem-solver with advanced supervisory, 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.
Overview
14
14
years of professional experience
Work History
Luxury Train Manager
Belmond
Cusco
08.2022 - 01.2024
- Established processes to ensure efficient workflow throughout the organization.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
- Maintained adequate staffing to meet objectives within budget.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Collaborated with other departments to ensure timely completion of projects within budget constraints.
- Developed annual goals for each department based on market trends and competitor analysis.
Regional Quality Assurance Manager Hotels & Trains
Belmond
Lima
04.2018 - 08.2022
- Identified needs of customers promptly and efficiently.
- Worked with cross-functional teams to achieve goals.
- Created, edited, and updated project manuals and technical documentation used by entire QA team.
- Analyzed data from quality control testing to identify areas of improvement.
- Maintained records of all test results and monitored trends over time in order to detect potential problems early on.
- Established key performance indicators for evaluating the effectiveness of the company's quality management system.
- Analyzed quality control test results and provided feedback and interpretation to production management or staff.
- Conducted internal audits of processes, products, and systems to ensure compliance with quality standards.
- 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.
Train Manager at Hiram Bingham a Belmond Train
Belmond
Cusco
05.2015 - 04.2018
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Recruited and trained new employees to meet job requirements.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Trained employees on additional job positions to maintain coverage of roles.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
Food and Beverage Supervisor
JW Marriott
Cusco
11.2014 - 04.2015
- Exceeded customer satisfaction by finding creative solutions to problems.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Set up and tore down equipment for large scale events, conferences and graduations.
- Gave guests first-rate service and support and worked to resolve concerns to mutual satisfaction.
- Supervised a team of employees responsible for helping coordinate logistics related to an event.
- Analyzed data from past events to determine ways to optimize future ones in terms of cost savings or audience engagement.
- Provided customer service support during events, ensuring guests had a positive experience.
Japanese Restaurant Manager
Osaka
Lima
02.2014 - 11.2014
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Identified needs of customers promptly and efficiently.
- Recognized by management for providing exceptional customer service.
- Maintained schedule of class assignments to meet deadlines.
- Reviewed monthly expense reports from various departments for accuracy.
- Created and updated financial reports on frequent basis to present information to leadership teams.
- Coordinated preparation of external audit materials and external financial reporting.
- Developed or analyzed information to assess current or future financial status of firms.
- Benchmarked learning and development strategies using industry best practices.
- Conducted needs assessments using variety of methods to identify and prioritize developmental needs.
Food and Beverage Manager
Cala
Lima
06.2013 - 02.2014
- Ensured compliance with all food safety regulations and sanitation standards.
- Enforced sanitary practices for food handling, general cleanliness and maintenance of dining and kitchen areas.
- Maintained detailed records of sales transactions and daily shift reports.
- Inspected restrooms and dining and serving areas to foster cleanliness and proper setup.
- Analyzed financial statements to identify areas of improvement or cost savings opportunities.
- Trained new employees to perform duties.
- Resolved and investigated complaints regarding service, food quality and accommodations.
- Explained goals and expectations required of trainees.
- Implemented effective marketing campaigns to increase revenue and improve brand awareness.
- Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
Guest Administration Officer
Royal Caribbean
Orlando
01.2010 - 11.2011
- Assessed individual eligibility for entrance into country based on paperwork, system information and direct interviews.
- Ensured that all required duties were paid prior to the release of goods into the local market.
- Inspected cargo, baggage and personal articles entering or leaving U.S. for compliance with revenue laws and U.S. customs regulations.
- Processed documents including entry forms, declarations, invoices, certificates of origin, and commercial bills of lading. Crew & Passengers
- Reviewed immigration documentation for validity and asked targeted questions of each individual.
- Interpreted and explained laws and regulations to travelers and shippers.
- Monitored international trade trends in order to identify potential threats to national security.
Guest Relations Officer
Disney Cruise Lines
Florida
Education
Post Graduate - Food And Beverage Management
Universidad De San Martín De Porres
Perú04-2015
Some College (No Degree) - Leading High-performance Teams, Specialized Course
Universidad Del Pacífico
PerúSkills
- Staff Development
- Business Development
- Workforce Management
- Contract Management
- Business Administration
- Operations Management
- Performance Management
- Strategic Planning
- Product Management
- Performance Evaluations
- Schedule Preparation
- Innovation Management
- Business Planning
Languages
Spanish
First Language
English
Advanced (C1)
C1
References
References available upon request.
Timeline
Luxury Train Manager
Belmond
08.2022 - 01.2024
Regional Quality Assurance Manager Hotels & Trains
Belmond
04.2018 - 08.2022
Train Manager at Hiram Bingham a Belmond Train
Belmond
05.2015 - 04.2018
Food and Beverage Supervisor
JW Marriott
11.2014 - 04.2015
Japanese Restaurant Manager
Osaka
02.2014 - 11.2014
Food and Beverage Manager
Cala
06.2013 - 02.2014
Guest Administration Officer
Royal Caribbean
01.2010 - 11.2011
Guest Relations Officer
Disney Cruise Lines
Post Graduate - Food And Beverage Management
Universidad De San Martín De Porres
Some College (No Degree) - Leading High-performance Teams, Specialized Course
Universidad Del Pacífico
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