Luis Felix
Cottonwood
Summary
Manager skilled in elevating guest satisfaction and operational efficiency in the hospitality sector. Experience includes overseeing project management and implementing strategic initiatives that foster team development and enhance service quality.
Overview
8
8
years of professional experience
Work History
Front Office Manager
Enchantment
Sedona
04.2025 - Current
- Managed daily front office operations and guest services at luxury resort to achieve Forbes Standards.
- Developed and implemented procedures that elevated guest satisfaction and service quality.
- Resolved guest complaints and concerns promptly and professionally.
- Collaborated with other departments to streamline hotel operations effectively.
- Executed administrative tasks such as filing paperwork, preparing reports, and updating databases to support efficient front office operations.
- Analyzed customer feedback data to pinpoint specific areas for improvement in guest services.
- Assisted in recruiting, training, evaluating and developing staff members in order to maintain high standards of performance.
ASSISTANT GENERAL MANAGER
Hilton Grand Vacations
Sedona
02.2022 - 04.2025
- Assisted with acquisition and re-branding process during company transition from Diamond Resorts to Hilton Grand Vacations in 2021.
- Oversaw completion of resort projects including WiFi upgrade, renovation of 52 units, furniture refurbishment, and various property enhancements to elevate guest experience.
- Managed customer relations, achieving high satisfaction levels and fostering repeat business.
- Coordination with GM to discuss annual budgets and financing for property and HOA meetings.
- Coordinated staff training programs to align team performance with Hilton values and standards.
- Met with Inventory Management and Manager of Guest Services on monthly basis to optimize product availability and minimize waste.
- Worked with leadership to ensure compliance with safety and security assessment and QA brand standard compliance.
- Oversaw Laundry Department and assisted with Linen Inventory Operations.
- Coordinated with Engineering department on OOS rooms and property expectations.
- Skilled in managing reservations, check-in/check-out processes, and resolving guest complaints effectively.
- Proficient in utilizing property management systems to ensure smooth daily operations.
- Worked with housekeeping and engineering to ensure efficient operations daily.
- Managed overbooking and room assignments.
- Managed a team of 10 front desk team members, including payroll, schedules, and PTO.
- Ensured owners, members, and guests received their requested accommodations.
FRONT OFFICE MANAGER
Diamond Resorts International
Scottsdale
02.2019 - 02.2022
Education
Business Administration And Management
Mesa Community College
Mesa, ArizonaSkills
- Customer service
- Project management
- Quality assurance compliance
- Staff training and development
- Team leadership
- Strategic planning
- Financial management
- Effective communication
- Problem-solving
- Revenue management
Languages
- Spanish, Advanced
- English, Advanced
Timeline
Front Office Manager
Enchantment
04.2025 - Current
ASSISTANT GENERAL MANAGER
Hilton Grand Vacations
02.2022 - 04.2025
FRONT OFFICE MANAGER
Diamond Resorts International
02.2019 - 02.2022
Business Administration And Management
Mesa Community College