Jesse Bonilla
Miami,Florida
Summary
Dynamic leader with proven expertise in operations management and guest relations, honed at prestigious companies like Melia Hotels International. Skilled in driving revenue growth and implementing cost-control measures. Excelled in employee coaching, achieving significant improvements in service delivery and customer satisfaction. Demonstrates outstanding communication skills and a knack for resolving complex issues efficiently.
Overview
8
8
years of professional experience
Work History
Food & Beverage Assistant Manager
Hilton Hotels & Resorts, Hilton La Romana
05.2024 - Current
- Implemented effective marketing strategies to promote special events and increase overall business revenue.
- Managed financial aspects of the operation, including budgeting, forecasting, and profit analysis.
- Increased staff efficiency through regular training sessions and performance evaluations.
- Ensured compliance with health department regulations by maintaining a clean and safe work environment at all times.
- Responded to customer complaints, addressing concerns, and distress with amicable interactions.
Food & Beverage Manager
AC Marriott
11.2023 - 04.2024
- Managed inventory effectively, reducing waste and optimizing stock levels.
- Developed staff training programs to enhance service skills and increase overall efficiency.
- Resolved customer complaints involving food or beverage quality and service.
- Maintained highest standards for beverage quality and service.
- Improved customer satisfaction by implementing innovative food and beverage menu options.
The Reserve & Nikte Manager
Melia Hotels International
07.2023 - 11.2023
- Regularly analyzed guest feedback data to identify and address areas where improvements could be made, resulting in consistently high customer satisfaction ratings.
- Managed hotel operations for seamless functioning, ensuring high levels of efficiency and guest satisfaction.
- Organized staff training sessions on topics such as effective communication skills, conflict resolution techniques, time management tips.
- Conducted regular inspections of facilities to identify areas in need of maintenance or improvement.
Group Sales Manager
Melia Hotels International
05.2022 - 07.2023
- Coordinated regional trade shows and industry events as part of broader marketing efforts which drove brand awareness and generated leads.
- Increased group sales revenue by implementing strategic marketing initiatives and leading a high-performing sales team.
- Developed key relationships with clients for long-term partnerships, resulting in repeat business and increased revenue.
- Delivered detailed monthly reports on team performance, highlighting areas for improvement while celebrating successes collectively.
- Identified potential upsell opportunities within existing accounts by closely monitoring customer satisfaction levels and addressing concerns promptly.
- Managed a diverse portfolio of clients across multiple industries, demonstrating adaptability and expertise in various sectors.
Events Manager
Centro Leon Jimenes
11.2019 - 05.2022
- Managed budgets effectively, optimizing allocation of resources to maximize event impact.
- Managed administrative logistics of events planning, event booking, and event promotions.
- Delivered exceptional customer service to attendees, addressing concerns promptly and professionally.
- Streamlined event operations for improved efficiency and cost-effectiveness through comprehensive logistical management.
- Coordinated florists, photographers, and musicians for events.
- Ensured smooth event transition with thorough pre-event walkthroughs and detailed day-of coordination efforts.
- Hired and cross-trained staff members for various event-specific functions and assessed employees' understanding of associated processes and procedures.
Sales Associate
Senator Hotels & Resorts
09.2019 - 11.2019
- Maintained a comprehensive understanding of industry trends and best practices, continuously refining sales strategies for maximum effectiveness.
- Participated in industry events such as trade shows and conferences to network with potential clients and promote the hotel brand.
- Increased hotel bookings by developing and implementing strategic sales plans targeting various market segments.
- Optimized use of available resources by strategically allocating sales efforts according to seasonal demand patterns.
Reservation Agent
Senator Hotels & Resorts
10.2018 - 09.2019
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
- Resolved various issues and discrepancies for customers.
- Boosted revenue with upselling additional services such as room upgrades.
Front Office Agent
Courtyard By Marriott
09.2017 - 02.2018
- Enhanced guest satisfaction by providing efficient check-in and check-out processes.
- Collaborated with housekeeping staff to ensure rooms were ready for guests upon arrival.
- Updated hotel information systems regularly, enabling accurate record keeping and seamless communication between departments.
- Provided exceptional concierge services by making restaurant reservations or arranging transportation for guests upon request.
Front Desk Agent
Hard Rock Hotel
08.2016 - 09.2017
- 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.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
Banquet Captain Intern
Hard Rock Hotel
03.2017 - 06.2017
- Ensured timely preparation of function spaces according to client specifications, providing them a hassle-free experience on their special day.
- Maintained clear communication channels between all departments involved in banquets, contributing to successful event outcomes.
- Handled client inquiries promptly and professionally, fostering excellent rapport and driving repeat business.
- Supported catering staff in food preparation and presentation, resulting in high-quality dining experiences for guests
- Improved efficiency through effective time management and prioritization of tasks during event preparation.
Education
Bachelor of Arts - Hotel Management
Pontificia Universidad Católica Madre Y Maestra
Dominican Republic09.2016
Skills
- Complaint resolution
- Guest Relations Management
- Outstanding communication skills
- Revenue Generation
- Scheduling Coordination
- Waste Reduction
- Cost Control
- Employee Coaching
- Food and Beverage Operations
- Guest complaint resolution
- Operations Management
Languages
Spanish
Native language
English
Advanced
C1
Timeline
Food & Beverage Assistant Manager
Hilton Hotels & Resorts, Hilton La Romana
05.2024 - Current
Food & Beverage Manager
AC Marriott
11.2023 - 04.2024
The Reserve & Nikte Manager
Melia Hotels International
07.2023 - 11.2023
Group Sales Manager
Melia Hotels International
05.2022 - 07.2023
Events Manager
Centro Leon Jimenes
11.2019 - 05.2022
Sales Associate
Senator Hotels & Resorts
09.2019 - 11.2019
Reservation Agent
Senator Hotels & Resorts
10.2018 - 09.2019
Front Office Agent
Courtyard By Marriott
09.2017 - 02.2018
Banquet Captain Intern
Hard Rock Hotel
03.2017 - 06.2017
Front Desk Agent
Hard Rock Hotel
08.2016 - 09.2017
Bachelor of Arts - Hotel Management
Pontificia Universidad Católica Madre Y Maestra
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