Cynthia Robles

Hospitality SaaS operations and Customer Success specialist with 9 years of experience across luxury hotel operations, short-term rental portfolio management, and multi-account client coordination. Experienced in CRM systems, property management platforms, and cross-functional coordination. Proven ability to translate technical systems into clear guidance, and proactively resolve issues to improve service quality and customer satisfaction.

Seeking to leverage operational expertise to drive client success and revenue growth.

Operations Manager at Tumi Hospitality Staffing (2025-10 – 2026-01)

• Managed relationships with hotel leadership across six properties, serving as primary point of contact for daily operational support and service coordination.
• Proactively identified operational gaps and implemented solutions to maintain service continuity across multiple accounts.
• Resolved last-minute operational and staffing issues to prevent service disruptions.
• Maintained and optimized workforce and compliance data for 100+ employees using CRM systems, ensuring accuracy and reporting readiness.
• Delivered standardized reports and insights to support leadership decision-making and operational performance.

Customer Success Manager at La Isla Vacation Rentals (2022-08 – 2024-08)

• Managed a portfolio of 60+ luxury short term rental properties, delivering high-touch support and maintaining long-term client relationships across 100+ daily interactions.
• Managed multi-platform data integrity across Guesty, Hostaway, Streamline, and OTA channels, ensuring accuracy in reservations, payments, and reporting.
• Provided technical support via live chat and video, troubleshooting OTA sync errors, reservation discrepancies, automation failures, and payment issues, restoring normal operations within hours.
• Led onboarding and supported ongoing use of SaaS platforms, guiding users with varying technical proficiency and improving platform adoption.
• Documented and resolved escalated issues and built process improvements to reduce repeat support tickets and improve resolution speed.
• Maintained consistent 5-star satisfaction rating, generating 30+ verified positive reviews per month through proactive issue resolution.

Revenue & Reservations Manager at Aimbridge Hospitality (2020-10 – 2022-08)

• Directed pricing, distribution, and revenue strategy for a 298-room IHG property using Opera PMS and GDS data, translating complex booking trends into actionable recommendations that helped leadership improve RevPAR.
• Managed reservations, inventory and group room blocks in Opera PMS and OTA platforms, coordinating rooming lists to maintain optimal availability and support group bookings.
• Maintained property data integrity with the expert usage of Opera PMS, tracking reservations, booking pace, account performance, and revenue metrics.
• Built automated Excel reporting tools (macros, pivot tables), reducing manual reporting time by 80%.
• Conducted OTA commission audits, working to identify discrepancies and saved over $2,000+ per month.
• Elevated property to #1 in benchmark group • 65% conversion rate on reservation calls.

Guest Services Coordinator at Safi Royal Luxury Hotels (2019-08 – 2020-11)

• Coordinated guest communications, reservations, billing requests, and service inquiries for a 244-room luxury hotel, serving as a central liaison between guests and operational departments.
• Trained and onboarded new team members, on guest service procedures, systems, and operational workflows, helping maintain service consistency across the department.
• Managed guest services inventory, welcome amenities, personalized arrival experiences, and interdepartmental coordination with housekeeping to ensure consistent luxury service standards.
• Provided cross-functional support to front desk operations, handling reservations, guest check-ins, payment processing, and administrative requests during peak demand periods.
• Resolved a backlog of 1,500+ outstanding invoices, restoring operational workflow and improving billing efficiency.

Corporate Travel Agent at EnlaceForte (2019-02 – 2019-08)

• Served as primary point of contact for 15 VIP corporate accounts, working directly with executive assistants and decision-makers to manage travel programs and specialized accommodation requests.
• Oversaw 150+ daily reservations through Amadeus and Sabre, ensuring accuracy, policy compliance, and seamless traveler experiences under high-volume conditions.
• Developed relationships with hotel sales teams and negotiated preferred rates, partnership opportunities, and accommodation solutions tailored to client requirements.
• Coordinated rooming lists, executive travel itineraries, changes or disruptions, and special accommodations for corporate travelers while maintaining high service standards.

Guest Relations Agent at Grupo Posadas (2018-05 – 2019-02)

• Delivered luxury-level guest service for VIP and high-profile guests at a 180-room business luxury hotel.
• Managed check-ins, check-outs, billing, and guest requests using Innsist and POS systems.
• Resolved guest concerns and service issues while maintaining exceptional satisfaction standards in a fast-paced, high-scrutiny environment.
• Coordinated with housekeeping, maintenance, and operations teams to ensure seamless guest experiences.

Bachelor's Degree in International Relations – Universidad Autónoma de Nuevo León (2013 – 2018)