Omar López Torres

Hospitality operations leader with experience managing hotel openings, multi departmental operations, and commercial property environments. Proven track record of driving revenue growth, overseeing P&L performance, and implementing operational frameworks that enhance service quality and operational efficiency. Experienced in commercial building management, Health and Safety compliance, and Building Warrant of Fitness administration.

Recognized for developing high performing teams, strengthening operational standards, and delivering exceptional guest experiences in competitive hospitality markets.

Operations Manager at Marsden Suites Albany (2024-12 – Present)

Leading the operational launch and management of a newly developed hotel within a multi tenant commercial complex, overseeing hotel performance, commercial building compliance, and cross departmental operations.

• Overseeing daily hotel operations across departments to ensure service excellence and operational efficiency.
• Driving sales performance and revenue strategies while maintaining P and L
• Managing building operations for a multi tenant commercial property
• Ensuring compliance with Health and Safety regulations
• Administering Building Warrant of Fitness (BWOF) compliance including inspections, documentation management, and coordination of remedial works.
• Developing and implementing Standard Operating Procedures to support operational consistency and service quality.
• Managing procurement, supplier performance, and inventory to support operational efficiency and cost control.

Resort Manager at Marsden Lake Resort (2023-11 – 2024-12)

• Directed full resort operations including accommodation, restaurant, bar, events venue, and housekeeping departments.
• Led cross functional teams to deliver high service standards and operational performance.
• Oversaw weddings, conferences, and corporate events ensuring successful execution and client satisfaction.
• Improved operational workflows and service delivery, increasing guest satisfaction and operational efficiency.
• Achieved Qualmark 5 Star Silver certification through operational and service quality improvements.

Front Desk Receptionist at Marsden Viaduct Hotel (2023-04 – 2023-11)

• Delivered premium guest service across all front desk operations including check in, check out, and guest relations.
• Supported daily hotel operations while maintaining high service standards in a busy hospitality environment.

Front of House at QT Hotel Rooftop Bar (2023-01 – 2023-04)

• Provided high quality service in a fast paced hospitality environment while maintaining guest satisfaction and efficient service delivery.

Quality Specialist – Customer Care at Lyft (2021-11 – 2022-11)

• Designed and implemented quality assurance processes improving team efficiency by 20 percent.
• Analyzed operational performance data to identify service improvement opportunities.
• Contributed to automation of audit processes and development of training materials.

Assistant Contact Center Manager at Teleperformance (2021-02 – 2021-10)

• Managed multilingual customer support operations across the AMER region delivering service in Spanish, English, and Portuguese.
• Led and supervised a workforce of more than 100 staff members across multiple operational teams.
• Collaborated cross regionally with operational leadership in EMEA and APAC to align processes, service standards, and performance metrics.
• Improved Net Promoter Score by 15 percent through targeted coaching, performance management, and operational improvements.
• Developed Standard Operating Procedures and training programs deployed across global support teams.

Multilingual Quality Analyst (Spanish, English, Portuguese) at Teleperformance (2020-09 – 2021-02)

• Led quality improvement initiatives supporting operations across EMEA and APAC regions.
• Improved quality performance scores by 15 percent through calibration and structured feedback.

Multilingual Team Lead (Spanish, English, Portuguese) at Teleperformance (2018-08 – 2020-09)

• Supervised a 25 person support team serving the AMER region.
• Increased team productivity and first call resolution through coaching and operational improvements.

PR and Operations Coordinator at MerkCon (2018-03 – 2018-07)

• Supported branch level operational coordination and marketing initiatives.

Bachelor in Industrial Design – Universidad de Guadalajara (2014 – 2018)

Exchange Program in Design – Universidade de Sao Paulo (2017 – 2017)