Edgar Monteiro

Dynamic Operations Leader with over 8 years of proven expertise in the hospitality sector. Demonstrated success in driving revenue growth exceeding $3+ million in hospitality and elevating guest satisfaction rates to 89-95% while reducing operational costs by 20% through data-driven process improvements and cross-functional team leadership. Skilled in crisis management, contract negotiation, and hospitality chain optimization, with a strong focus on developing high-performing teams and maintaining operational resilience in complex environments.

Manager of Operations at The Benson Hotel Curio by Hilton (2022-11 – 2026-01)

• Led daily operations of Hilton unit, directly managing a multidisciplinary team of 21 staff across housekeeping, maintenance, front desk, and food & beverage departments, aligning activities with annual budget and strategic growth goals.
• Conducted regular team meetings to discuss operational issues and provide performance feedback.
• Guided employees through complex problem resolution and mediated escalated complaints and disputes.
• Supervised and approved procurement of necessary supplies and operational equipment for maintenance, gardening, and housekeeping.
• Negotiated new contracts with strategic suppliers, achieving significant long-term cost reductions impacting the hotel's annual net profit.
• Created work schedules and assigned specific duties to staff.
• Collaborated with various departments to ensure smooth operational workflows throughout the hotel.
• Monitored and optimized daily operations across all departments, implementing process improvements that increased guest satisfaction ratings from 89% to 95%, reduced operational costs by 40%, and improved average room cleaning times.
• Inspected rooms, public areas, and outdoor spaces to maintain cleanliness and presentation standards.

Front Office Manager at Kimpton Hotels (2019-02 – 2022-10)

• Analyzed customer feedback, market trends, and competitive landscape to define product development strategies.
• Increased guest satisfaction and public reviews by prompt conflict resolution and implementing optimized service protocols.
• Managed daily reception operations including employee scheduling and task assignment for a team of 6 direct reports.
• Maintained accurate records of all transactions, bookings, and payments.
• Trained new employees on customer service policies and best practices.
• Optimized inventory control and changed wholesale suppliers to reduce unnecessary expenses in the reception department.
• Analyzed front desk data to identify and implement improvement opportunities.
• Trained new staff on product knowledge, service protocols, cash handling procedures, and safety standards.
• Recruited and selected qualified candidates for various hotel positions.
• Ensured compliance with local health regulations and safety standards in food and beverage operations.
• Performed administrative duties including report preparation, conducting audits, and resolving guest complaints.
• Monitored weekly sales performance metrics and implemented strategies to meet targets.
• Managed hotel day-to-day operations including staffing and payroll processing.
• Built relationships with corporate clients to maximize loyalty opportunities and new business.
• Coordinated activities with other departments to ensure flawless event execution.

Assistant Manager at Downtown Portland Marriott (2017-09 – 2019-02)

• Trained new employees in product knowledge, service protocols, cash handling, and safety, enhancing staff retention and reducing complaint volume.
• Supervised equipment maintenance to prevent operational interruptions or technical failures.
• Monitored weekly sales metrics and developed strategies to improve performance.
• Managed daily hotel operations including schedule management and payroll routines.
• Collaborated cross-functionally with sales, revenue management, HR, and accounting departments to achieve shared revenue and operational goals.

BBA in Business Administration – University of Washington (2019)

Associate of Science in English-as-a-Second-Language Education – North Seattle College (2016)

High School Diploma – Elizângela Filomena College (2014)