Summary
Overview
Work History
Education
Skills
LANGUAGES
Timeline
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Bibi Helmes

Alajuela,A

Summary

Experienced HR and Operations Manager with over 7 years of experience. Strong background in recruitment, compliance, and team leadership. Proven track record of improving efficiency and promoting service excellence in diverse, multicultural environments. Skilled at driving organizational growth through strategic decision-making and effective team management.

Overview

8
8
years of professional experience

Work History

Senior Human Resources & Operations Manager

THE ROYAL CORIN THERMAL WATER RESORT & SPA
08.2017 - 04.2025
    • Company Overview: (5 Star Hotel, Top 10 Central America & Costa Rica Luxury Hotels)
    • Advise management on human resources policies and procedures, such as personnel management and improvements to be implemented for the well-being of the team and company.
    • Execute processes based on the labor legislation of the country (Costa Rica)
    • Establish and led continuous improvement in HR operations aligned with corporate governance and risk management objectives.
    • Implement corrective action plans, as an added layer of assurance to support regulatory compliance.
    • Advise different managers on compliance, ensuring that policies and procedures were aligned with legal and regulatory requirements.
    • Recruitment and staff selection.
    • Preparation of job profiles for the recruitment and selection processes of personnel, (writing and publication) of job offers on different channels and on social networks.
    • Coordinate and conduct interviews with candidates in order to verify their abilities and skills, (start to end recruitment process).
    • Generate the documentation required for the entry of new personnel, both permanent and temporary.
    • Management and administration of files.
    • Entry and exit of personnel.
    • Planning and supervision of the development of human talent with the managers from each department.
    • Preparation of payrolls, departmental reports, overtime controls, among others using excel and Skill 4 It.
    • Preparation of settlements.
    • Application and coordination of permits, vacations and sick leaves.
    • Making schedules for different operational departments.
    • Conducting personnel evaluations, depending on the department, holding one-on-one meetings with management and operational staff.
    • Attention to staff in general.
    • Seek continuous improvement in the processes of the human talent department.
    • Problem resolution and decision making.
    • Application of psychometric and personality tests for the recruitment and selection of personnel.
    • Training of personnel in operational positions, training in customer service and company standards.
    • Training to different managers of the company about policies, leadership and HR compliance.
    • Preparation of reports in the system of the Costa Rican social security fund (CCSS) and national insurance institute (INS)
    • Sr Human Resources Manager (August 2017- April 2025)
    • Directed initiatives to improve work environment, company culture or overall business strategy.

Operations Manager

THE ROYAL CORIN THERMAL WATER RESORT & SPA
08.2019 - 04.2025
  • Company Overview: (5 Star Hotel, Top 10 Central America & Costa Rica Luxury Hotels)
  • Plan, organize, coordinate, supervise and direct all activities of the hotel and staff in order to achieve optimal operation and service.
  • Address the needs and demands of the work team and those responsible for each department, taking care of the work environment, motivation levels, performance and productivity.
  • Responsible for directing the staff in the hotel (96 workers).
  • End to end knowledge of the operation and processes from all departments.
  • Knowledge of Cost control.
  • Supervision of all departments, controlling sales, customer service and guest satisfaction.
  • Fill in as a department manager in any of their absence.
  • Ensure that staff are well coordinated with efficient communication between all departments.
  • Responsible for the safety of guests and staff in the hotel. Ensuring that all safety procedures are followed and that any issues are resolved immediately.
  • Responsible of the execution of the hotel's daily operational duties, such as scheduling services, Supervision of staff, customer service, special needs, and others.
  • Manage problem resolutions directly with customers and staff members.
  • Most important achievement: Contribution to the hotel's level to the current ranking of Top 10 Central America through training and constant monitoring in compliance, customer service, also through the hiring of personnel in accordance with the company's work culture, working hand in hand with the heads of departments to achieve the objective.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Analyzed and reported on key performance metrics to senior management.
  • Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
  • Facilitated smooth collaboration between departments through clear communication channels.
  • Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
  • Identified and resolved unauthorized, unsafe, or ineffective practices.
  • Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
  • Directed initiatives to improve work environment, company culture or overall business strategy.
  • Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
  • Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
  • Reduced turnaround time for project completion through effective resource allocation and team management.
  • Trained and guided team members to maintain high productivity and performance metrics.

Psychologist

PATRONATO NACIONAL DE LA INFANCIA (PANI)
06.2021 - 11.2022
  • Attention to emergency incidents in a regional immediate attention unit through the 911 system.
  • Facilitated psychoeducational workshops for patients and families, increasing understanding of mental health issues and available resources.
  • Home visits to homes of minors with imminent risk according to the 911 report, in conjunction with the police
  • Preparation of reports for monitoring minors at imminent risk
  • Preparation of references to medical centers.
  • Defined core problems and determined key strategies for investigating and remediating concerns.
  • Identified concerns, research methodologies and optimal experimental designs to collect desired information.

HR Help Customer Care Specialist

THE COCA-COLA COMPANY
09.2020 - 04.2021
  • Providing expert advice in:
  • Health and welfare benefits: Annual enrollment benefits and others.
  • Separation processes.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Request forms like 1099, 401k, W-2.
  • Took ownership of customers issues to follow problems through to resolution.
  • Payroll request and leave of absences.
  • Responded to customer inquiries via phone, email and web-based platforms.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Pensions and saving plans.
  • Employees relations processes for all organizations.
  • Temporary contract due to closing of the hotel during Covid-19

Education

MSc - Criminology: Crime and Victimology

Universidad Internacional De Valencia
Spain
01.2021

BSc - Phycology

Universidad UNIBE
Costa Rica
01.2019

BA - Phycology

Universidad Autónoma De Centro America
Costa Rica
01.2017

Skills

  • Workday
  • Dynamics
  • Salesforce
  • Skill 4 it (Payroll, Pos Facturacion & Front Desk)

LANGUAGES

Spanish
Bilingual or Proficient (C2)
Dutch
Advanced (C1)
English
Advanced (C1)

Timeline

Psychologist

PATRONATO NACIONAL DE LA INFANCIA (PANI)
06.2021 - 11.2022

HR Help Customer Care Specialist

THE COCA-COLA COMPANY
09.2020 - 04.2021

Operations Manager

THE ROYAL CORIN THERMAL WATER RESORT & SPA
08.2019 - 04.2025

Senior Human Resources & Operations Manager

THE ROYAL CORIN THERMAL WATER RESORT & SPA
08.2017 - 04.2025

MSc - Criminology: Crime and Victimology

Universidad Internacional De Valencia

BSc - Phycology

Universidad UNIBE

BA - Phycology

Universidad Autónoma De Centro America

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