Guillermo Larrory

Hospitality professional with 8+ years of experience across Guest Experience, Front Office, customer service and commercial operations. Currently coordinate operations for a 6-unit boutique property, leading 5 staff members and transportation services. Manage approximately 80 peak-season reservations/month while maintaining 4.9/5 guest ratings across Airbnb and TripAdvisor. Strong background in guest relations, OTA management, service recovery, experiential upselling and team leadership.

Guest Experience & Operations Coordinator at Bohemia Experience (2025-12 – Present)

• Coordinate operations for a 6-unit boutique property with capacity for up to 18 guests, leading 5 staff members plus transportation services.
• Manage approximately 80 reservations/month during peak season across OTA and direct channels.
• Maintain 4.9/5 guest ratings across Airbnb and TripAdvisor through consistent service standards and personalized guest care.
• Manage Booking.com and Airbnb, including reservations, availability and guest communications.
• Generated approximately 20–40 direct/individually sourced reservations between April and August, contributing directly to revenue.
• Developed an authentic, experience-focused approach to upselling, integrating tours, transportation and local experiences naturally into the guest journey.
• Coordinate the complete guest journey from pre-arrival through check-out, including guest recovery and operational problem resolution.
• Train staff and reinforce service standards, operational procedures and guest-focused communication.

Front Desk Agent at ICO Living Hostel (2025-10 – 2025-12)

• Managed check-in, check-out, reservations, guest relations and tourism assistance for international travelers.
• Coordinated OTA bookings, transportation and local experiences while resolving guest requests and operational issues.

Customer Service Team Leader at Cash Market (2025-03 – 2025-06)

• Led customer service operations, monitored KPIs and supported team performance.
• Managed conflict resolution, customer escalations, cash-handling procedures and service standards.

Sales & Collections Specialist at 123 Auto & 365 Prendarios (2018-03 – 2025-01)

• Managed customer portfolios, sales, negotiations, collections and administrative processes.
• Built long-term customer relationships while developing strong skills in negotiation, customer retention and results-oriented service.

colegio San Isidro - bachillerato en ciencias sociales y humanidades