Hugo Pavia

Experience

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  Fiestamericana

  Jan 2002 - Aug 2004

  Quotes of rooms for groups and conventions, visits to various companies, promoting the services of the hotel and follow the different service requests. PR.Organization and coordination of events. Supervise all activities of my charge as receptionist and perform the duties of receptionist when necessary.

  • Sales Executive

    May 2004 - Aug 2004

  • Front Desk Supervisor

    Jan 2002 - Aug 2004
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  EUROPE HOTEL VILLA CORTES

  Sept 2004 - Apr 2005

  GUEST SERVICES ASSISTANT

  PUBLIC RELATIONS AND CONCIERGE Club House Concierge, on the tasks of care and service to guests, preparing welcome and farewell letters from customers, and the sale of tourist services in and out of the island.FRONT DESK Assistants receive jobs, as well as the functions of Check In and Check Out and cashier functions.

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  Fiesta Inn

  May 2007 - Mar 2008

  GUEST SERVICE MANAGER

  Make sure to check it out guests is conducted efficiently and in compliance with policies and standards. Attend and resolve complaints immediately of guests and implement compensation when necessary. Coordinates proper operation of the department and the interrelationship with other areas of the hotel. Apply strategies for achieving service quality indices and loyalty.

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  HOTELES CAMINO REAL

  May 2008 - Feb 2011

  Room Division Manager

  • In charge of management of Front Desk and Housekeeping areas.• Responsible for budgeting, Forecasting, and managing the room operations.• Coordinate with Housekeeping the image and standard of the rooms according to the guidelines established for the brand.• Coordinate preventive and corrective maintenance rooms along with housekeeping and Engineering.• In charge of management of the Loyalty program.• Responsible for designing and implementing strategies that will drive the achievement.• Give attention and follow-up to guest complaints generated throughout the guest experience (F&B, HK).• Preparation of Annual Business Plan.Achievements:• Increase guest satisfaction rate.• 100% compliance with division indicators (operating expenses, waste control)• Increase revenue by 20% on other area income (Laundry, Phones, Boutique) Show less

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  Grupo Museo de Cera

  Mar 2011 - Jan 2015

  General Manager

  Overall management and operation Wax and Ripley Museum Public Relations and media Management Establishing agreements with OVC tourism sector bodies, SECTUR. Operation and housing management Wax Museum and Ripley Museum (Areas of Responsibility: Human Resources, Sales and Maintenance)

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  Hospitales Star Médica

  Mar 2015 - Mar 2018

  Hotel Operations Manager

  • In charge of management and operation of the Room Division, Housekeeping, RRPP, and Food and Beverage areas• Management and Control of Hospital Clothing, hazardous and biological materials.• Supervision of Infrastructure and Biomedical areas.• Implementation of Quality certificate for Food and Beverage (Distintive H)• Collaboration and participation in internal hospital committees in specific task for hospital certification process.• Development and implementation of Housekeeping process• Guarantee patient safety through operational processes.Achievements:• 100% compliance with all operational indicators of the division (Guest Satisfaction, Food and Beverage Costs, Laundry Cost, Food and Beverage Income)• 98% compliance with image and visual space audits. Show less

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  Hoteles City Express

  Mar 2018 - Feb 2019

  Hotel Operations Manager

  • In charge of management of material, human and financial resources. • In charge of the commercial management of the Hotel (Occupancy Forecasting, Annual Budget, Revenue Management)• Monthly financial analysis. • Monitoring of OTA'S (Expedia, Booking,etc. )• Annual Budget Preparation• In charge of management of F&B operations (Purchases, costs, losses, satisfaction)• Evaluation and authorization of external Maintenance suppliers. • Supervise and follow up the security programs.• Guest complaints follow up and resolution.Achievements:• Increase in average rate by 18%.• Guest Satisfaction indicator increase from 94% to 98% Show less

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  ExtendedSuites

  Feb 2019 - Sept 2019

  Corporate Operations Manager

  • In charge of management of Room Divisions, Maintenance and Food and Beverages areas.• Commercial and operational KPIs analysis for goals achievements.• Monthly financial analysis. • Supplier evaluation for Maintenance, Housekeeping and Food and Beverages. • Assessments and hiring of General Managers. • Development of business strategies along with Commercial Director. • Development and implementation of operational manuals. • Conducting Quality and Service Audits on the 11 properties in charge.Achievements:• Development and implementation of operational manuals for Housekeeping and Front desk in all 11 properties of the group.• Implementation of corporate suppliers for Housekeeping, F&B and Maintenance. Show less

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  Grupo Mittoz

  Sept 2021 - Jun 2022

  Director of Operations

  *In charge of management of material, human and financial resources for 2 • In charge of the commercial management of the Hotel (Occupancy Forecasting, Annual Budget, Revenue Management)• Monthly financial analysis. • Monitoring of OTA'S (Expedia, Booking,etc. )• Annual Budget Preparation• In charge of management of F&B operations (Purchases, costs, losses, satisfaction)• Evaluation and authorization of external Maintenance suppliers.

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  ULIV

  Jun 2022 - Nov 2023

  Deputy Director of Operations
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  Hampton Inn by Hilton

  Jan 2024 - now

  General Manager