FREDDY G. CASTILLO GARRIDO
HOTEL MANAGEMENT
Willemstad,Curacao
Summary
I am a professional in the hotel field with good knowledge managing Training, Housekeeping, Loss Prevention and Front Office departments under the international standards of InterContinental Hotels and Resorts, Marriott International and Renaissance Hotels. Good knowledge in marketing and Food & Beverage. Quality System Coordinator of the first Hotel (InterContinental Valencia 2002) certified with a combined quality system with the ISO 9001- 14001 Standards, and chairman of the internal audit committee. Leader, responsible, optimistic and goal reaching oriented with strong people skills. Driven to keep team members engaged, focused and dedicated to customer happiness. Well-versed in collecting and reviewing customer data, producing reports and maintaining records. Highly analytical and organized with good communication and multitasking abilities.
Overview
6
6
Languages
10
10
years of post-secondary education
30
30
years of professional experience
Work History
Front Office Manager
Curacao Marriott Beach Resort
12.2019 - Current
- Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Interpreted management directives to define and document administrative staff processes.
- Communicated corporate objectives across all divisions through regular correspondence and scheduled status updates.
- Oversaw quality control and productivity rates to increase revenue and production times.
- Carry out re-opening of the property.
- Work on implementing the Cleanliness Commitment by Marriott in the property.
- Implement contingency plan for the Covid -19 crisis.
- Developed and implemented office management procedures, increasing training efficiency, team productivity and accuracy.
Consultant
AG CREATIVE
SERVICES
Curacao
01.2018 - 11.2019
- Advisor and Coach.
- Evaluated diverse organizational systems to identify workflow, communication and resource utilization issues.
- Conferred with existing and potential customers to assess requirements and propose optimal solutions.
- Improved client sales by automating system e-commerce feature.
- Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
- Initiated success of client's organization by improving performance, motivation, job satisfaction, hiring practices, Training programs and management systems.
- Contributed to success of client's organization by improving performance, motivation, job satisfaction, hiring practices, training programs and management systems.
GENERAL MANAGER
CLARION HOTEL
04.2016 - 01.2018
- Responsible for planning, coordinating, executing and evaluating the company's marketing and sales plans.
- Perform internal evaluations to our customers and detect opportunities for optimizing processes in their efficiency and productivity.
- Implementation of solutions, training and procedures.
- Responsible for managing a limited service hotel which was deflagged in 2015.
- Mission recover the Clarion Flag.
- Responsible for all areas, I did complete change of leadership in the housekeeping area, Front Office and Engineering.
- Hotel has numerous challenges due to lack of preventive maintenance or unfinished areas.
- I put back in the inventory 35 rooms out of service, remodeled pool area and bar, implemented best practices for housekeeping.
- Developed a marketing plan and picked up some corporate accounts and with some packages attracted local and inter island customers.
- Hired a sales representative in Colombia.
- I partnered with Curacao in Holland to sell the hotel in Europe.
- Upgraded the internet, PBX system, and new lock system.
- Getting a positive impact in the occupancy from 10% to 65% and increasing Revenues unfortunately owners did not bring in the funds to implement Brand Standards.
- Organized budgets, oversaw P&Ls and achieved margin targets consistently to stay on track with growth plans.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
Guest Experience Manager
Renaissance Curaçao
Resort & Casino
Willemstad
04.2011 - 08.2016
- Restructured lines of communication with housekeeping to make sure guests were satisfied with timeliness and quality of housekeeping services.
- Surveyed guests to check for areas in need of improvement.
- Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
- Coached and developed associates to improve soft skills and recovery techniques.
- Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Prepared weekly employee work schedules for 35 team members ensuring all shifts received adequate coverage.
- Supervised 8 administrative team members and provided constructive feedback, resulting in higher morale and increased employee retention.
Guest Experience Manager
RENAISSANCE CURACAO
01.2011 - 01.2016
- (237 Guest rooms) Responsible for managing the Front Office,, Desk, PBX.
- Responsible for the Quality Assurance for the hotel including corrective actions, developing of procedures, analysis of GSS.
- Chairman of the GSS Committee.
- Increase of Arrival Experience from mid 70´s to 85%.
- Responsible for the implementation of the Brand Manifesto.
- Overall Satisfaction increased of 5%.
- Drove from USD 40 K in 2010 to USD 250 K in Upgrade sales at the From Desk.
Front Office Manager
Curaçao Marriott
Beach Resort &
Emerald Casino
Willemstad
01.2007 - 01.2008
- (247 Guest rooms) In 2008, I joined a partnership in this company in order to offer the experience and knowledge to the development of the tourism and the hotel industry in Curacao.
- In charge of Sales and Marketing as well of monitoring budget and book keeping.
- Responsible for managing the Front Office, Bell Desk, PBX.
- Achieved 100% in Brand Standards, record in the CALA region.
- Kept consistent 92% in Check In experience.
- In charge of monthly, weekly and 3 day forecasting.
Loss Prevention Manager
Curaçao Marriott
Beach Resort &
Emerald Casino
08.2005 - 10.2006
- In charge) 2006 (247 Guest rooms As a need to cover the Loss Prevention, I was in charged for 9 months of this area.
- Major achievements: To organize the pandemic preparedness (Standard in Marriott), the evacuation plan, hire and train Loss Prevention Manager.
- Supervised surveillance, detection and criminal processing related to theft and criminal cases.
- Monitored paperwork procedures to prevent error-related losses.
- Collaborated with law enforcement in investigating and solving theft and fraud cases.
- Upheld strict security and safety procedures to protect business from financial losses due to theft or careless mismanagement.
- Delivered training to all new executives and asset protection personnel, both one-on-one and in group settings.
Assistant Front, Office Manager
Curaçao Marriott
Beach Resort &
Emerald Casino
01.2003 - 08.2006
- Responsible for managing the weekly forecast and the 3 day Forecast.
- Implement the Job Certification Program in the Front Desk.
- In charge on the direct supervision of Bell Staff, Recreation, Guest services and the Front Desk.
- Property System Administrator (Fidelio).
- Implemented several processes such as Express which impacted in an increase of 9 points in the Check In rating in the GSS, Financial procedures for cashiers.
- AOS improvement from 66 to 83.
- Brand Standard improvement from 50% to 78.
- Implemented new training programs for administrative personnel on office operations and latest technologies.
- Enhanced collaboration between team members by preparing meeting materials and taking clear notes to distribute to stakeholders.
- Improved office operations by automating client correspondence, record tracking and data communications.
Assistant Front, Office Manager
InterContinental
Valencia
Valencia, Venezuela
01.2002 - 01.2003
- Responsible of Managing all key statistical information and competition analysis.
- Maintain and improved Front Office process and service.
- Improved the guest comments in Front Office from 85 to 92 in FO area.
- Implemented new services during the brand re- launch.
Housekeeping Manager
InterContinental
Valencia
Valencia, Venezuela
12.2001 - 09.2002
- (161 Guest rooms) Responsible for the housekeeping department including Laundry.
- Implemented the Task Routine for public areas to maintain cleaning standards and a logic integration among different shifts.
- Managed the Room Preventive Maintenance.
- Carried out and managed the room inventory.
- Implemented procedures to improve guest satisfaction.
Training Manager
InterContinental Valencia
Valencia, Venezuela
01.1999 - 01.2001
- (161 Guest rooms) Responsible of preparing the annual training plan budget.
- Supported Human Resources Manager in recruiting and selecting the task force for the hotel.
- Implemented training tools for all departments.
- Carried out the Orientation and Corporate courses for employees and Managers.
- Created and performed the Quality System Coordination under the ISO 9001 and 14001 standards.
Instructor- Consultant
INCE TURISMO
Valencia, Venezuela
01.1996 - 01.2001
- Teached several courses related to hotels such as Wines, Waiter Skills, Barman Skills, F & B Cost Control, Warehouse in Hotels, Hotel English.
- Prepared personnel for hotels and restaurants such Byblos, Pipo, Stauffer, Coronado Suites, PDVSA Barinas and procedures to improve guest satisfaction.
Education
Associate of Arts - Hotel Management
Instituto De Tecnología “Antonio José De Sucre”
Venezuela 01.1997 - 01.1999
No Degree - Education English
Universidad Experimental Libertador
Venezuela 08.1996 - 12.2000
No Degree - Marketing Administration
Universidad Simón Rodríguez
Venezuela 02.2000 - 06.2003
Skills
Coachundefined
Accomplishments
- Supervised team of 42 staff members.
- Implement Brand Standards for Loss Preventions, Housekeeping and Front Office.
- Increase revenues through implementation of Up-Sales programs. At the Renaissance Curacao from USD 30k per year to USD 275K per year.
- Pass successfully Brand Standards Audits (Mystery Guest) for InterContinental and Marriott Internationally.
- Arrival Experience and Staff Service Overall increase in more than 10 points over a period (Marriott and Renaissance)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Front Office Manager
Curacao Marriott Beach Resort
12.2019 - Current
Consultant
AG CREATIVE
SERVICES
01.2018 - 11.2019
GENERAL MANAGER
CLARION HOTEL
04.2016 - 01.2018
Guest Experience Manager
Renaissance Curaçao
Resort & Casino
04.2011 - 08.2016
Guest Experience Manager
RENAISSANCE CURACAO
01.2011 - 01.2016
Front Office Manager
Curaçao Marriott
Beach Resort &
Emerald Casino
01.2007 - 01.2008
Loss Prevention Manager
Curaçao Marriott
Beach Resort &
Emerald Casino
08.2005 - 10.2006
Assistant Front, Office Manager
Curaçao Marriott
Beach Resort &
Emerald Casino
01.2003 - 08.2006
Assistant Front, Office Manager
InterContinental
Valencia
01.2002 - 01.2003
Housekeeping Manager
InterContinental
Valencia
12.2001 - 09.2002
No Degree - Marketing Administration
Universidad Simón Rodríguez
02.2000 - 06.2003
Training Manager
InterContinental Valencia
01.1999 - 01.2001
Associate of Arts - Hotel Management
Instituto De Tecnología “Antonio José De Sucre”
01.1997 - 01.1999
No Degree - Education English
Universidad Experimental Libertador
08.1996 - 12.2000
Instructor- Consultant
INCE TURISMO
01.1996 - 01.2001
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