Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
Generic
YNGRID CERVANTES

YNGRID CERVANTES

Summary

Operations Manager with more than 27 years of experience working for high-end hotel chains. Diligent team player committed to providing exceptional guest services by directing staff, managing individual and group bookings and resolving common customer service issues. In-depth knowledge of hospitality industry and business administration. Intelligent management professional with exceptional knowledge of venues, tourist attractions, dining and entertainment offerings. Extensive background in hotel management positions for high-end hotels.

Overview

28
28
years of professional experience

Work History

Thesis Advisor

G- INSTITUTO DEL SUR - AREQUIPA
01.2010 - 01.2013
  • Hospitality Services Management

Teacher - Reception and Reservations

G- INSTITUTO DEL SUR - AREQUIPA
01.2009 - 01.2013
  • Hospitality Services Management
  • Developed strong relationships with students, parents, and colleagues by maintaining open lines of communication and fostering a supportive learning environment.
  • Worked cooperatively with other teachers, administrators, and parents to help students reach learning objectives.
  • Managed classroom behavior effectively by establishing clear expectations, modeling appropriate conduct, and consistently enforcing established rules and consequences.
  • Enhanced classroom engagement through the use of interactive teaching methods, such as group projects and hands-on activities.
  • Supported student physical, mental, and social development using classroom games and activities.
  • Incorporated exciting and engaging activities to achieve student participation and hands-on learning.
  • Advised and counseled students to help them develop skills and knowledge required to succeed.
  • Helped students explore concepts with engaging, learning-focused activities.

Instructor - Opera Software - PMS

G- INSTITUTO DEL SUR - AREQUIPA
01.2009 - 01.2013
  • Promoted a positive learning environment by establishing clear expectations and maintaining consistent classroom management techniques.
  • Tracked student progress, frequently checking in with struggling students and identifying root causes of problems.

Postgraduate Teacher

San Ignacio de Loyola University
Lima, Peru
03.2024 - Current
  • Assisted in creating a safe and nurturing classroom environment that promoted emotional well-being and academic growth for all students.

Operations Manager

AC HOTEL LIMA MIRAFLORES
05.2022 - Current
  • Marriott Champion and Property Connector, GXP Champion, Cleanliness Champion
  • Empower employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Supervise operations staff and kept employees compliant with company policies and procedures.
  • Manage inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
  • Develop systems and procedures to improve operational quality and team efficiency.
  • Establish positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Manage budgets effectively, consistently delivering projects on-time and within financial constraints.
  • Direct initiatives to improve work environment, company culture or overall business strategy.
  • Increase profit by streamlining operations.

Rooms Division Manager

HOTEL PALACIO DEL INKA A LUXURY COLLECTION
04.2016 - 04.2022
  • Marriott Champion and Property Connector, Cleanliness Champion, GXP Champion, DCP Gerencia de Spa - Westin Lima Hotel (2021), DCP Gerencia General Palacio del Inka Hotel (2021)

Rooms Division Manager

HOTEL LIBERTADOR AREQUIPA
01.2014 - 01.2016
  • Responsible for the Quality Committee, Key User of the Opera System - Libertador Hotels.
  • Trained new employees on standards and hotel procedures.
  • Upheld high standards for customer service and led by example.
  • Inspected rooms for damages and sufficient housekeeping practices.
  • Collaborated with finance department to manage budgets, analyze performance metrics, and implement cost-saving measures.
  • Enhanced communication between departments by holding regular cross-functional meetings to discuss operational challenges and improvements.
  • Coordinated with maintenance team to ensure timely repairs and preventive maintenance schedules in all guestrooms and public areas.
  • Optimized room occupancy rates through proactive analysis of booking trends and adjusting pricing strategies accordingly.
  • Managed crisis situations effectively, ensuring minimal impact on guests' experiences during unforeseen events or emergencies.
  • Reduced operational costs through strategic vendor negotiations and optimizing inventory management processes.
  • Provided exceptional guest experiences by addressing complaints promptly and offering personalized solutions to meet their needs.
  • Implemented safety protocols within the division, ensuring adherence to industry regulations and maintaining a safe environment for both guests and staff.

Jefe de Recepción

HOTEL LIBERTADOR AREQUIPA
01.2005 - 01.2014
  • Member of the Quality Committee, Key User of the Opera System, Key User of SAP Logistics.
  • Excellent communication skills, both verbal and written.
  • Proven ability to learn quickly and adapt to new situations.
  • Skilled at working independently and collaboratively in a team environment.
  • Worked effectively in fast-paced environments.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Passionate about learning and committed to continual improvement.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Organized and detail-oriented with a strong work ethic.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Developed and maintained courteous and effective working relationships.

Front Desk Agent

HOTEL LIBERTADOR AREQUIPA
01.2002 - 01.2005
  • Collected room deposits, fees, and payments.
  • Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
  • Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
  • Resolved guest issues promptly, resulting in positive feedback and return visits.
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
  • Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.

Front Desk Manager

HOTEL JERUSALEN AREQUIPA
01.1998 - 01.2002
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Prepared weekly employee work schedules to meet operational needs.
  • Trained new staff on correct procedures, compliance requirements, and performance strategies.
  • Mentored and trained new hires, fostering a supportive work environment that facilitated professional growth.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Checked guests in out of hotel, made reservations, and processed payments.
  • Managed front desk maintenance of client records and lab data.
  • Managed team schedules, ensuring adequate staffing levels for optimal front desk operations.
  • Collaborated with housekeeping and maintenance departments to ensure rooms were ready in a timely manner.
  • Maintained an organized workspace at the front desk, contributing to a professional atmosphere that welcomed guests upon arrival.

Food and Beverage Manager

SAMANA HOTEL
01.1997 - 01.1998
  • Managed inventory effectively, reducing waste and optimizing stock levels.
  • Resolved customer complaints involving food or beverage quality and service.
  • Organized successful special events that contributed to increased sales figures.
  • Maintained a clean, safe, and welcoming environment for patrons, adhering to strict health code regulations.
  • Improved customer satisfaction by implementing innovative food and beverage menu options.
  • Resolved customer concerns promptly and professionally, ensuring repeat business and positive word-of-mouth referrals.
  • Trained food and beverage service personnel, confirming staff to provide recommendations and answer questions.
  • Responded to customer complaints, addressing concerns, and distress with amicable interactions.
  • Collaborated with chefs and kitchen staff to ensure high-quality food preparation and timely delivery to customers.

Front Desk Agent

HOTEL JERUSALEN AREQUIPA
01.1996 - 01.1997
  • Collected room deposits, fees, and payments.
  • Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
  • Resolved guest issues promptly, resulting in positive feedback and return visits.
  • Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
  • Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
  • Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.

Education

Diploma in Managerial Leadership Skill -

Católica San Pablo University

Manager Coach -

International Training Center - Asociación Internacional De Coaching Y Mentoring

Team Coaching -

International Training Center - Asociación Internacional De Coaching Y Mentoring

Executive Coaching -

International Training Center - Asociación Internacional De Coaching Y Mentoring

Neurolinguistic Programming Techniques - PNL -

International Training Center - Asociación Internacional De Coaching Y Mentoring

Diploma in Human Resources -

Cámara Nacional De Comercio

Advance English -

CETPRO Máximo Nivel - Cusco
01.2020

Bachelor's Degree in Business Management -

San Agustin University
01.2013

Intermediate French -

Alianza Francesa
01.2003

Official Tourism Guide -

ELMER FAUCETT Institute
01.1997

Skills

  • Front office operations
  • Safety and Security
  • Guest Services
  • Office Administration

Personal Information

  • Place of Birth: Arequipa
  • DNI: 29645085

Timeline

Postgraduate Teacher

San Ignacio de Loyola University
03.2024 - Current

Operations Manager

AC HOTEL LIMA MIRAFLORES
05.2022 - Current

Rooms Division Manager

HOTEL PALACIO DEL INKA A LUXURY COLLECTION
04.2016 - 04.2022

Rooms Division Manager

HOTEL LIBERTADOR AREQUIPA
01.2014 - 01.2016

Thesis Advisor

G- INSTITUTO DEL SUR - AREQUIPA
01.2010 - 01.2013

Teacher - Reception and Reservations

G- INSTITUTO DEL SUR - AREQUIPA
01.2009 - 01.2013

Instructor - Opera Software - PMS

G- INSTITUTO DEL SUR - AREQUIPA
01.2009 - 01.2013

Jefe de Recepción

HOTEL LIBERTADOR AREQUIPA
01.2005 - 01.2014

Front Desk Agent

HOTEL LIBERTADOR AREQUIPA
01.2002 - 01.2005

Front Desk Manager

HOTEL JERUSALEN AREQUIPA
01.1998 - 01.2002

Food and Beverage Manager

SAMANA HOTEL
01.1997 - 01.1998

Front Desk Agent

HOTEL JERUSALEN AREQUIPA
01.1996 - 01.1997

Diploma in Managerial Leadership Skill -

Católica San Pablo University

Manager Coach -

International Training Center - Asociación Internacional De Coaching Y Mentoring

Team Coaching -

International Training Center - Asociación Internacional De Coaching Y Mentoring

Executive Coaching -

International Training Center - Asociación Internacional De Coaching Y Mentoring

Neurolinguistic Programming Techniques - PNL -

International Training Center - Asociación Internacional De Coaching Y Mentoring

Diploma in Human Resources -

Cámara Nacional De Comercio

Advance English -

CETPRO Máximo Nivel - Cusco

Bachelor's Degree in Business Management -

San Agustin University

Intermediate French -

Alianza Francesa

Official Tourism Guide -

ELMER FAUCETT Institute

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