Leandro Roldan

Experience

• 

  Aeropuertos Argentina 2000

  Dec 2003 - May 2004

  Customer Services Agent

  Meet & Assist Passengers at the Information Desk of Ezeiza International Airport.Costumer Service control in the terminal.

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  Faena Hotel + Universe

  Dec 2004 - Sept 2005

  Experience Team Runner

  Meet and assist arrivals, guest in-house and visitorsBellboy, Doorman and LobbystRoom Service Waiter

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  Burj Al Arab

  Oct 2005 - Oct 2006

  Guest Services Executive

  Meet and assist arrivals, guest in-house and visitors. Handle check-ins and Check outs as well as Currency Exchange and admin duties.Conduct show around and hotel site inspection - Guest Relations Duties.

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  Palacio Duhau Park Hyatt Buenos Aires

  Dec 2006 - Mar 2008

  Night Manager

  Coordinating Front of House operations, Financial Control/Audit - End of day closing Audits. Front Office Supervisor. Coordinating with all departments as housekeeping, concierge and butlers to ensure smooth operations delivering high quality service.

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  Emirates Hotels and Resorts

  Mar 2008 - Sept 2008

  Assistant Front Office Manager

  Pre-opening team of Green Lakes Serviced Apartments Hotel, EMIRATES Group, Dubai, UAEHead of front office operation (Front Desk, Concierge, Telephone Operators and Bell Staff)Creation or Standards of Procedures for the start up of the hotel operation.Coordinate with all departments as housekeeping, concierge and butlers to ensure smooth operations and deliver high quality of service.Manage a team -between 10 to 20 colleagues- during the shift split in 2 reception desks, 2 BuildingsTraining and development of new staff during the induction period in the front line.Rooms allocation on daily basisHandling guest complaints and service recovery Show less

• 

  Regent Seven Seas Cruises

  Feb 2009 - Sept 2011

  Guest Relations Manager

  -Luxury 5-Star Customer Operations: Led the design, development, and implementation of strategy for high-specification services, namely onboard guest services, VIP/Executive Concierge, and front of the house operation.

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  Oceania Cruises

  Sept 2011 - Mar 2020

  Executive Concierge

  - Leading the Ship’s Front Office operations through directly managing Concierges, Assistant Purser, Reception Staff and Night Auditor. Training, coaching and guiding Front Office Staff to consistently superior levels of performance.- Ensuring smooth running of onboard services, ground operations and coordinating and embarkation logistics as well as liaison between the vessel and corporate office- Focusing on guest satisfaction within company guidelines to achieve highest level of customer service. Show less

• 

  BOOK Tech Labs

  Jan 2021 - Jun 2021

  Sales Representative

  Advanced Interactive Booking Engine for Resorts, Restaurants, Clubs, Beach Clubs & Marinas.

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  Oceania Cruises

  Jul 2021 - Aug 2022

  Executive Concierge

  -Leading the Ship’s Front Office operations by directly managing Concierges, Assistant Purser, Reception Staff, and Night Auditor. Developing Front Office Staff to a consistent and superior performance level.-Ensuring the smooth running of onboard services, ground operations, and coordinating embarkation logistics, as well as liaison between the vessel and corporate office; focusing on guest satisfaction and risk management within company guidelines to achieve the highest level of customer service, minimizing losses and increasing revenue.-Oceania Marina and Sirena return to service opening team, return to service planning, embarkation logistics’ implementations, Covid-19 related policies and procedures development and Implementation. Show less

• 

  Explora Journeys

  Sept 2022 - now

  Leading Guest Services operations across the fleet to ensure the consistent delivery of exceptional guest experiences aligned with brand standards. Provides guidance and support to shipboard Guest Services teams, focusing on operational efficiency, service excellence, and team development. Collaborates with cross-functional departments to optimize procedures, enhance guest satisfaction, and uphold the highest level of hospitality. Drives continuous improvement initiatives and fosters a culture of excellence throughout the fleet. Show less -Setting up the foundation of Onboard Guest Services, for Explora Journeys to take our guests far beyond the classic luxury ocean experience, redefining ocean travel for a new generation of discerning explorers.-Designing and developing Service Procedures for Shipboard Guest Services, integrating various departments. (Marketing, Sales, Medical, Legal, Finance, Marine) Financial and Administration Service Procedures development. Pre-launching set up of Guest Services and Hotel Operation, liaison between shipboard and corporate management.-Guest Services Team Recruitment, Training development, and application to practice, developing the team service style up to company expectations.-Shipyard New Build coordination with multiple departments, for onboard accommodation and several ship build logistics.-Event Planning coordination Ship-Corporate Event Management as well as inventory control.-Guest Services Post-Launching Quality Assurance: reviewing, editing, and adding service procedures as well as training programs for our Guest Service Team.-Guest Experience Post-Launching Quality Assurance: analyzing guest experiences based on initial feedback vs shipboard procedures, identifying pain points and inovating oportunities. Show less

  • Travelling Fleet Guest Services Manager

    Feb 2025 - now

  • Guest Services Manager

    Sept 2022 - Feb 2025