Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Brian Sandi Castro

Tourism And Hospitality
Liberia

Summary

16 years working in the hospitality industry, experiencing different environments that has given me the touch to create experiences based on the several types of travelers and the empathy to lead teams to work motivated with high valued staff, strong attitude and committed to line up top notch on service in every situation. Among other administration tasks learned along all these years. Coming from line staffing and becoming Manager with high responsibility and hard work makes me a good point of contact to learn and teach helping others to achieve their goals.

Overview

16
16
years of professional experience
2024
2024
years of post-secondary education

Work History

Operations & Housekeeping Manager

Hampton By Hilton Guanacaste
09.2023 - 02.2025
  • -Responsible for the coordination and supervision of all activities related to housekeeping operations.
  • -Ensuring that rooms are clean and properly maintained, inspecting guest rooms, coordinating staff schedules, ordering supplies, and resolving customer complaints.
  • -Evaluate guest satisfaction levels and monitor trends with continues improvement.
  • -Operate within departmental budgets through effective stock and cost controls and well managed schedules.
  • -Set departmental targets and objectives.
  • -Recruit, manage, train and develop the housekeeping, laundry, public areas team and receptionists.
  • Update every position manual to guarantee the proper training for new hires and continuous improvement.
  • -Objectives reached in the 1sQ 2024:
  • Overall cleanliness 97.6%.
  • Perfect score in march reaching 100% of cleanliness.
  • Top 5 of brand region ranking of cleanliness and #1 country ranking.
  • In charge of the front desk staff, set procedures, evaluate service delivery and quality in every interaction, provide feedback, role plays as well as goals and targets related to the brand and personal growth.
  • Constant monitoring and communication with maintenance department to guarantee hotel and rooms quality was properly cared.
  • Daily coordination and follow up for improvement, related with customer service, sleep quality, food and beverage service and the day to day operation with supervisors.

Front Desk Manager

Planet Hollywood Costa Rica
12.2022 - 07.2023
  • -Ensuring the front desk staff comply the procesess and standards in the proper way to guarantee the correct customer service.
  • -Measure the quality of check ins and check outs as well as the goals set fot every day. (upselling, upgrades and enrollments for the loyalty program).
  • -Ensuring the department was able to achieve the best measuring weekly and for the end of the month on the different indicators evaluated.
  • -Ensuring front desk and bell boys supervisors were correctly monitoring their line staff to provide the correct service in every interaction or situations may occur.
  • -Planning of the operation weekly to guarantee and evaluate department needs according to the occupancy.
  • -Fully control of staff payroll for accurate paychecks.
  • -Follow up of several emails with different requests before arrival.
  • -Being able for different customers complains using the LEARN model to achieve a best solution for every situation.

Reservations Supervisor

Las Catalinas
05.2022 - 12.2022
  • -In charge of supervising and have courteous contact with diferente travel agents to promote and make the business stronger for all upcoming request.
  • -Assure the agencies are responded as per their request and fulfill their expectations.
  • -Participate in revenue and forecast meetings to create and formulate proposals in common to bring more business.
  • -Strength the communication with the different departments to anticipate any needs for the customers to make sure what is reserved was properly in optimal conditions before checking in.
  • -Create and innovate steps to improve the prearrival process for the upcoming reservations thru an automated portal to ensure the customers will receive information top level.
  • -Measure how to increase the activities revenue as well as accommodation thru different ways and look for improvements and new strategies.
  • -Ensure staff was enough prepared to accomplish all duties assigned and organize different trainings to reinforce their skills and knowledge to guarantee an appropriate approaching to our travel agents and third party vendors.
  • -Guarantee all the admin side of the department was organized on time and accomplish time of every tasks to not affect SLA results.
  • -Work handy with the Subdivision Las Catalinas Collections- Housekeeping coordinators- Quality assurance Manager and Front desk as well as the Guest relations department to make communication more accurate and give the service possible in an environment of teamwork.
  • -Among other administrative duties such as: Scheduling staff- Managing of OKR's and KPI's every quarter- Microsoft 365- Geotime for payroll- Long terms follow up request- payment of commissions for travel Agents and agencies. Etc.

Operations Manager

Wyndham Hotels & Resorts
02.2021 - 05.2022
  • -Front desk & Housekeeping staff organization (schedules, tasks reports, room updates, maintenance room blocks, etc)
  • -Wyndham rewards program, follow up of guest surveys.
  • -Management of incentives and monthly goals for front desk staffing.
  • -In charge of (performance evaluations).
  • -Supplier management with different providers for front desk & housekeeping.
  • -Payroll management.
  • -Ensuring guest service requests as birthdays & anniversaries.
  • -Billing of laundry & restaurant services.
  • -Accounting accounts support.
  • -Wyndham Customer case management (follow up of inquiries, complains and other situations.).
  • -Management of Opera, Oracle support and electronic invoice platform. (issues, work maintenance, rebilling process and adjustments.

Front Desk Manager

Wyndham Hotels & Resorts
01.2020 - 02.2021
  • - In charge of the management and operation at the front desk as well as the staff to make sure to achieve the goals under the hotel standards.
  • - Responsible for the running of the front desk by hiring and training all front desk agents and leading.
  • - Anticipate and handle any guest requests and satisfy their needs within acceptable guidelines.
  • - Assist in the development and monitoring of the budget to provide top quality customer service.
  • - Schedule the front office staff and supervise workload during shifts.
  • - Act as liaison between the General Manager and staff.
  • - Answer phone inquiries, direct calls, and provide basic information.

Corporate Travel Counselor

CWT Energy, Resources & Marine
03.2017 - 12.2019
  • Company Overview: CWT manages business travels for important companies worldwide, most of them located in the USA like Google, Facebook, Amazon, HP, Oracle, General Electric, Chevron and more.
  • -Telephone assistance / reservations (flights-cars-hotels-limos)
  • -Ticket issuance
  • -Travel expenses reports
  • -Email handling
  • CWT manages business travels for important companies worldwide, most of them located in the USA like Google, Facebook, Amazon, HP, Oracle, General Electric, Chevron and more.

Front Desk Receptionist at the Holiday Inn Escazú

Holiday Inn
06.2014 - 03.2017
  • Company Overview: This Hotel belongs to the IHG chain group, but administrated by Agrisal corporation based in El Salvador that has other divisions and markets in all Central america and now growing in South America as part of its expansion.
  • -Guest service
  • -Check in and check out process
  • -Invoicing of master accounts
  • -Cashier handling
  • -Back up Front Office Manager / MOD / Support trainer
  • -Complete Knowledge and usage of systems (Opera and SAS)
  • -Knowledge and abilities in IHG rewards Club
  • -Internal front desk office trainer for Holiday Inn, Escazú and Holiday Inn Express, Lindora.
  • This Hotel belongs to the IHG chain group, but administrated by Agrisal corporation based in El Salvador that has other divisions and markets in all Central america and now growing in South America as part of its expansion.

Front Desk & Reservations

Buena Vista Lodge and Adventure Center
05.2012 - 02.2014
  • -Customer service
  • -Telephone support
  • -Check in and check out proccess
  • -Cashier handling
  • -Reservations and group management
  • -One day tour operation

Front Desk & Night Audit

Marriott International
05.2009 - 12.2011
  • -Customer service
  • -Telephone assistance
  • -Check in and check out process
  • -Invoicing of master accounts
  • -Account review
  • -Reconcile accounts and closures

Education

Bachelor's degree - Business Administration

Universidad Latina De Costa Rica
01.2019 - 01.2021

Curso - Ser Mas Creativos- Innovación y creatividad

Universidad Nacional Autónoma De México
On Line
07-2020

Bachelor's degree - Tourism and Travel Services Management

Universidad Hispanoamericana (CR)
01.2008 - 01.2010

Skills

  • Teamwork
  • Customer Service Management
  • Problem Solving
  • Organizational Skills
  • People skill
  • Attention to details
  • Communication
  • Decision making

Timeline

Operations & Housekeeping Manager

Hampton By Hilton Guanacaste
09.2023 - 02.2025

Front Desk Manager

Planet Hollywood Costa Rica
12.2022 - 07.2023

Reservations Supervisor

Las Catalinas
05.2022 - 12.2022

Operations Manager

Wyndham Hotels & Resorts
02.2021 - 05.2022

Front Desk Manager

Wyndham Hotels & Resorts
01.2020 - 02.2021

Bachelor's degree - Business Administration

Universidad Latina De Costa Rica
01.2019 - 01.2021

Corporate Travel Counselor

CWT Energy, Resources & Marine
03.2017 - 12.2019

Front Desk Receptionist at the Holiday Inn Escazú

Holiday Inn
06.2014 - 03.2017

Front Desk & Reservations

Buena Vista Lodge and Adventure Center
05.2012 - 02.2014

Front Desk & Night Audit

Marriott International
05.2009 - 12.2011

Bachelor's degree - Tourism and Travel Services Management

Universidad Hispanoamericana (CR)
01.2008 - 01.2010

Curso - Ser Mas Creativos- Innovación y creatividad

Universidad Nacional Autónoma De México

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Brian Sandi CastroTourism And Hospitality