Hugo Nieto Perez
Customer Service Operations Specialist & Sales Consultant
San Jose
Summary
I am a results-driven and highly motivated sales professional with a proven track record in customer acquisition, portfolio expansion. With extensive experience in Customer Service and Operations Management, I have developed a strong ability to understand market dynamics, generate leads, and close high-value sales opportunities. My expertise includes sales strategy development, lead generation, closing property management contracts, and expanding client portfolios. Fluent in both English and Spanish, I am adept at communicating with diverse clients and establishing trust-based relationships, ensuring customer satisfaction and long-term success.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
4
4
Certifications
2
2
Languages
Work History
Revenue Manager
Krain Costa Rica Real Estate
07.2024 - 03.2025
- Examining market dynamics, occupancy levels, and pricing strategies to make informed decisions
- Using data to predict demand and uncover opportunities to enhance revenue
- Creating and implementing flexible pricing models that adjust to market fluctuations, competitor pricing, and seasonal trends
- Continuously adjusting pricing based on analysis to optimize revenue
- Collaborating closely with sales, marketing, and operations teams to align strategies and ensure unified messaging and promotions
- Regularly evaluating key performance indicators (KPIs) to assess the success of pricing and revenue strategies
- Modifying tactics based on performance data
- Utilizing revenue management software to streamline processes, forecast demand, and efficiently analyze data
- Increased the company's portfolio of managed properties by successfully acquiring high-value assets
- Identified and capitalized on emerging market trends, contributing to the acquisition of new properties and a significant growth in the company's portfolio
- Worked closely with the sales team to close multiple deals for property management services, resulting in a substantial increase in the client base
Operations Manager
Krain Costa Rica Real Estate
03.2020 - 07.2024
- Organizing and structuring the company's daily operations
- Managing, supervising, and training the Property Management department
- Preparing and reviewing account statements for managed properties
- Supervising and leading the Housekeeping, Guest Services, and Maintenance teams
- Coordinating maintenance and remodeling of luxury properties
- Negotiating costs and budgets with contractors
- Acquiring new clients for portfolio expansion
- Managing budgets
Services Manager
Rythmia Life Advancement Center
07.2018 - 02.2020
- Managing reception, rooms, spa, fitness center, transport, and holistic team
- Recruitment, training, and development of customer service staff
- Developing customer service procedures
- Managing and resolving operational complaints
- Attending weekly corporate meetings
Restaurant Manager
JW Marriott Guanacaste Resort & Spa
07.2016 - 07.2018
- Supervising restaurants, bars, pool, and beach areas
- Ensuring compliance with Marriott and Real Hotel G Resorts standards
- Recruitment, training, and development of restaurant staff
- Supervising upselling programs and GSS
- Cost control and sales strategies
- Managing payroll and budget
- Strategic meetings with the team to meet income and expense goals
Restaurant Supervisor
JW Marriott Caracas Hotel
01.2014 - 01.2015
- Ensure staff teamwork to deliver optimal service and meet guest needs.
- Inspect staff grooming and attire, addressing any deficiencies.
- Complete opening and closing duties, including setting up supplies, cleaning equipment, and securing the premises.
- Oversee organization, cleanliness, and FIFO practices in storage areas.
- Conduct inventories, stock management, and requisition supplies as necessary.
- Monitor dining areas for seating availability, service, safety, and guest well-being.
- Complete maintenance work orders for necessary repairs.
- Assist management in hiring, training, scheduling, evaluating, and disciplining staff.
- Handled guest complaints professionally, resolving issues to enhance overall satisfaction levels.
- Improved customer satisfaction by ensuring consistent quality of food and service.
- Scheduled staff shifts efficiently, considering individual availability and skill sets for optimal workforce distribution.
- Supervised daily cash handling procedures, ensuring accurate accounting records and minimizing discrepancies.
- Monitored staff performance, enforcing adherence to policies, procedures, regulations, health codes, license requirements and top service standards.
Education
University Technician - Tourism Business Administration
Américo Vespucio University Institute
01.2011 - 01.2012
Bachelors - Tourism Business Administration
Alejandro de Humboldt University
01.2012 - 01.2014
Skills
Microsoft Excel proficiency
Pricing strategy
Data-driven decision making
Process improvement
Sales channel optimization
Customer service
Team management
Problem-solving abilities
Operations management
Client relationship management
Sales & Negotiation
Objections Management
Portfolio management
Personal Goals
- To contribute with my operational, administrative, and leadership skills to achieve excellence in the current labor market.
- To complement the team with my knowledge and experience, and together, accomplish the established goals.
Certification
Closer & Negotiator
Timeline
Closer & Negotiator
03-2025
Revenue Manager
Krain Costa Rica Real Estate
07.2024 - 03.2025
Operations Manager
Krain Costa Rica Real Estate
03.2020 - 07.2024
Services Manager
Rythmia Life Advancement Center
07.2018 - 02.2020
Marriott International – Lobster-Ink Food and Beverage Certification
06-2018
National Restaurant Association – Serv-Safe Certification
02-2018
Marriott International – Inside-out Coaching Development Certification
04-2017
Restaurant Manager
JW Marriott Guanacaste Resort & Spa
07.2016 - 07.2018
Restaurant Supervisor
JW Marriott Caracas Hotel
01.2014 - 01.2015
Bachelors - Tourism Business Administration
Alejandro de Humboldt University
01.2012 - 01.2014
University Technician - Tourism Business Administration
Américo Vespucio University Institute
01.2011 - 01.2012
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