Cristian Segovia

Head of Front Office, assigned to restructure the department for stronger performance, consistency, and guest satisfaction.
Focused on aligning operations with strategic goals while fostering a collaborative and service-oriented team culture of 20+ associates.

⦁ Additional competencies: Oversee the restructuring process to optimize workflows and communication, coach and empower team members across all shifts, and manage resources and budgets to ensure efficient, high-quality service delivery.

Managing and building the newly appointed team for Safety & Security and Customer Relations. In the absence of a permanent Front Office Manager, additional ongoing co-responsibility for the leadership and management of the Front Office.

⦁ Additional competencies: Develop and update safety and emergency procedures in accordance with current laws and fire safety standards, conduct safety & security and CRM training, share responsibility for Marriott Safety & Security Audits, implement strategies to increase guest satisfaction.

Led the Front Office team in the absence of a permanent FOM, with full responsibility for strategic direction and operational optimization.
Focused on efficient day-to-day management, cost control, and overall departmental performance.

⦁ Additional competencies: Developed and implemented strategies to increase revenue and reduce costs, optimized workflows for operational efficiency, led and trained a high-performing team, ensured budget compliance and resource alignment, and maintained smooth operations across all front office areas.

Co-lead and developed front office operations with a focus on superior customer service, employee development and efficient operations.

⦁ Additional competencies: Efficiently designed and oversaw front office operations, implemented customer-focused service improvements, lead training initiatives to increase team competency, coordinate closely with revenue management to maximize operational efficiency, proactively managed customer feedback to ensure guest satisfaction.

Responsible for the Guest Relations and Concierge team, with a strong focus on delivering exceptional service to VIP and corporate guests.

⦁ Additional competencies: Actively shaped and monitored the entire Guest Relations process, developed and implemented customized service concepts for high-profile guests, led and trained the team in service excellence, managed complaints and resolved guest issues at the highest level, and worked closely with the Marketing and Sales team to enhance guest satisfaction and hotel profitability.

Deputy Head of the Guest Relations and Concierge Team, responsible for ensuring a high level of service and representing the General Manager in all operational matters.

Key role in enhancing the guest experience through personalized communication and effective feedback management.

Responsible for the efficient execution of all front office tasks, support with sales and accounting duties, as well as assistance to the Revenue Management team.

Comprehensive training across all core areas of hotel operations, complemented by the role of apprentice spokesperson, representing the interests of fellow trainees.