Joaquim Navarro Serra
Reykjahlíð
Summary
Dynamic Hotel and General Manager with over 10 years of expertise in optimizing hotel operations, leading diverse teams, and implementing effective cost control measures. Strong advocate for sustainability and exceptional guest service, consistently driving continuous improvement initiatives to enhance overall guest experiences. Demonstrated success in managing hotels in remote, high-demand, and highly seasonal environments, ensuring operational excellence and maximizing revenue potential. Committed to fostering a culture of collaboration and innovation within the hospitality industry.
Overview
16
16
years of professional experience
Work History
General Manager
Fosshótel Mývatn
Reykjahlíð
09.2022 - Current
- Reviewed and validated 250+ monthly invoices within Microsoft Dynamics 365 Business Central, preventing approximately 1.2M ISK in billing discrepancies annually.
- Managed daily cash verification averaging and ensured 100% on-time bank deposits with zero reconciliation variances.
- Assisted department managers with oversight of utilization planning and key standards status. Supported department managers in supervising daily work activities. Coordinated morning briefings with department managers to align on daily objectives.
- Oversaw the management of customer complaints by utilizing CRM tools for effective follow-up. Analyzed survey responses and reviews to identify areas for improvement. Championed initiatives to enhance customer experience based on feedback.
- Ensured hotel cleanliness and tidiness consistently met standards, maintaining 95%+ internal audit scores and top-quartile cleanliness ratings on Booking.com and Tripadvisor.
- Reviewed additional sales reports to identify discrepancies.
- Monitored daily sales emails for unusual patterns.
- Formulated and submitted action plan in response to quality control feedback within established time frame.
- Created comprehensive contingency plans and conducted training sessions to equip staff with necessary response strategies.
- Optimized shift plans for 50+ employees, reducing overtime costs by 18% and improving staff satisfaction scores.
- Fostered an encouraging environment and recognized outstanding performance.
- Compiled and sent monthly budget usage summaries to department managers for effective resource management.
- Monitored manager well-being to promote a supportive and positive organizational culture.
- Coordinated timely termination processes for personnel. Conducted proactive checks two months in advance to ensure smooth transitions.
- Assisted in verifying ADR for upcoming days. Supported tip verification and processing prior to pay period.
- Managed onboarding and offboarding processes to ensure seamless transitions for departing employees.
- Assisted in timely preparation of menu items. Supported collaboration with head chef and master chef for food and drink service. Maintained organization during food and beverage preparation achieving Food Cost below 30%.
- Evaluated potential hires through structured interviews to ensure alignment with company culture and objectives.
- Assisted in planning annual CAPEX investments worth 100M+ ISK, prioritizing projects with highest ROI and operational impact.
- Collaborated with main office to evaluate and refine budget proposals for effective planning in the next fiscal year, saving 20M ISK in salary cost in 2025.
- Implemented cost-control measures to optimize budget allocations and reduce expenses.
- Conducted daily briefings, monthly meetings with staff and head of departments.
Hotel Manager
Fosshótel Westfjords
Patreksfjordur, Iceland
03.2022 - 11.2022
- Oversaw daily hotel operations, ensuring exceptional guest experiences and satisfaction.
- Developed and implemented training programs to enhance staff performance and service quality .
- Managed budgeting processes, optimizing resource allocation for increased profitability.
- Conducted regular inspections of facilities, maintaining high standards of cleanliness and safety compliance.
- Resolved guest complaints promptly, fostering positive relationships and repeat business opportunities.
- Analyzed customer feedback to identify trends, driving continuous improvement in service delivery.
- Conducted regular staff performance evaluations, identifying areas for improvement and providing constructive feedback.
Front Desk Manager
Fosshótel Reykholt
Reykholt, Iceland
04.2019 - 03.2022
- Managed front desk operations for 80+ room property handling daily arrivals and departures.
- Supervised front desk staff team of 10, fostering a collaborative team environment and enhancing performance.
- Implemented streamlined check-in/check-out processes, reducing wait times for guests.
- Coordinated communication between departments to resolve guest issues promptly and effectively.
- Trained new hires on customer service protocols and hotel systems to maintain operational standards.
- Led initiatives to enhance front desk technology utilization, improving overall workflow efficiency.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Kept accounts in balance and ran daily reports to verify totals.
- Managed team schedules, ensuring adequate staffing levels for optimal front desk operations reduced labour cost on 15%.
Front Desk Receptionist
Fosshótel Húsavík
Húsavík
04.2017 - 04.2019
- Greeted and assisted guests, ensuring a welcoming atmosphere at reception, property of +120 rooms.
- Managed check-in and check-out processes efficiently, enhancing guest satisfaction.
- Coordinated room bookings using hotel management software to optimize occupancy rates.
- Handled guest inquiries and complaints promptly, resolving issues to maintain service quality.
Front Desk Receptionist Intern
Royal Hideaway by Barceló
Playa Del Carmen, Mexico
05.2016 - 09.2016
- Greeted and assisted guests, ensuring a welcoming atmosphere in lobby area.
- Managed front desk operations, including check-in/check-out processes efficiently.
- Handled guest inquiries and resolved issues promptly to enhance satisfaction.
- Maintained accurate records of reservations and guest interactions using property management system.
- Organized and scheduled appointments for guests, optimizing time management for services offered.
- Collaborated with housekeeping and maintenance teams to ensure timely service delivery.
- Maintained inventory levels, ordering office supplies when necessary to prevent shortages or delays in operations.
- Managed a high volume of incoming calls up to 140 per day, directing them to appropriate departments with professionalism and courtesy.
Head Waiter
Restaurant Cala Bona
Blanes, Spain
03.2014 - 04.2016
- Supervised team operations of 12 waiters to ensure exceptional customer service and dining experiences.
- Trained and mentored junior waitstaff on menu knowledge and service protocols.
- Coordinated front-of-house activities to optimize workflow during peak hours serving more than 300+ covers.
- Implemented inventory management processes for efficient stock control and ordering.
- Developed training materials to enhance staff performance and service consistency.
- Resolved guest complaints swiftly, maintaining high satisfaction levels and loyalty.
- Supervised server staff and simultaneously served personal section of tables.
- Quickly reset and cleaned up tables after customers left to enable speedy turnaround and guest flow.
- Managed food resources, memorized orders, and coordinated customer service.
- Supervised dining table set-up to prepare for diversity of event types, following strict service standards.
Food Waiter
Restaurant Cala Bona
Blanes, Spain
03.2010 - 03.2014
- Delivered exceptional customer service, ensuring a positive dining experience for 200+ guests per shift.
- Managed table settings and maintained cleanliness to enhance dining atmosphere and efficiency in a rank of 15 tables.
- Collaborated with kitchen staff to ensure timely food preparation and accurate order delivery.
- Trained new staff on service protocols and company standards to maintain consistency in operations.
- Streamlined order-taking process, improving communication between front-of-house and kitchen teams.
- Resolved guest concerns promptly, enhancing customer satisfaction and loyalty through effective problem-solving.
- Implemented menu changes based on seasonal ingredients, contributing to improved menu appeal and sales.
- Maintained an organized workspace throughout shifts by consistently restocking supplies such as utensils, napkins, and condiments.
Waiter's Assistant
Pulls & Iberics
Blanes, Spain
06.2010 - 02.2012
- Assisted waitstaff in delivering food and beverages to enhance dining experience in a rank of 20 tables.
- Collaborated with kitchen staff to ensure timely preparation and presentation of orders.
- Maintained cleanliness and organization of dining area to uphold restaurant standards.
- Supported inventory management by tracking supplies and notifying management of shortages.
- Enhanced customer satisfaction by providing attentive service and anticipating guest needs.
- Supported efficient restaurant operations by promptly clearing dishes and resetting tables.
Education
MBA - Hotel & Restaurant Management
EAE Business School Barcelona
Online05-2022
Bachelor of Arts - Tourism And Hospitality
University of Girona
Girona06-2017
Associate of Applied Science - Travel Agency And Events
Bisbe Sivilla
Calella De Mar, Spain06-2014
Skills
- Profit and loss management
- Financial monitoring
- Team development
- Process improvement
- Crisis management
- Sustainable hotel practices
- Food and beverage management
- Effective team management
Accomplishments
- Achieved and sustained #1 TripAdvisor ranking in the local market (2023–Present).
- Promotion of Fosshótel Mývatn to 4-star classification.
- 92% staff retention: the highest in the chain.
- Greatest improvement in service among 18 hotels (Q1 2024: +17% YoY).
- Best-rated Íslandshótel property in 2023 (4.48/5).
- Highest annual cleanliness score in 2023 (4.77/5).
- Studiosus TO Quality Award (2023).
- Implementation of Green Key certification across multiple properties.
- Highest employee satisfaction score 2024 and 2025.
- Drafted house rules for remote locations where staff live-in. As a result HR survey score rose from 3.9 to 4.2 in the last 2 years after implementation.
Timeline
General Manager
Fosshótel Mývatn
09.2022 - Current
Hotel Manager
Fosshótel Westfjords
03.2022 - 11.2022
Front Desk Manager
Fosshótel Reykholt
04.2019 - 03.2022
Front Desk Receptionist
Fosshótel Húsavík
04.2017 - 04.2019
Front Desk Receptionist Intern
Royal Hideaway by Barceló
05.2016 - 09.2016
Head Waiter
Restaurant Cala Bona
03.2014 - 04.2016
Waiter's Assistant
Pulls & Iberics
06.2010 - 02.2012
Food Waiter
Restaurant Cala Bona
03.2010 - 03.2014
MBA - Hotel & Restaurant Management
EAE Business School Barcelona
Bachelor of Arts - Tourism And Hospitality
University of Girona
Associate of Applied Science - Travel Agency And Events
Bisbe Sivilla
Languages
English
Full Professional
Spanish
Native or Bilingual
Catalan
Native or Bilingual
French
Elementary
Systems & Technology
- Hotel PMS: Opera Cloud
- ERP & Finance: Microsoft Dynamics 365 · Microsoft Dynamics 365 Business Central
- Productivity & Collaboration: Microsoft Excel (Advanced) · Microsoft Outlook · Microsoft Teams
- F&B & Point of Sale: POS systems · Bakvörður · Dineout · LS Retail
- Housekeeping & Operations: Sweeply
- CRM & Guest Experience: Revinate
- HR & Culture: Moodup · HR Monitor · 50skills
- Distribution & Revenue: YieldPlanet
- Appointments & Services: Noona
Certifications
- First Aid: certification in emergency response and immediate care within workplace and hospitality environments
- HACCP Levels 1 & 2 (Food Safety): risk control, hygienic food handling, and compliance with sanitary regulations
- Amadeus: global distribution and reservation system (GDS) for travel and hospitality services
- Process Automation & AI: application of artificial intelligence, workflow automation, and operational optimization
Others
Iceland Ambassador – CIDH Global (Council of International Directors in Hospitality)
National representative within an international hospitality leadership network, promoting operational excellence, best-practice exchange, and strategic collaboration among senior industry executives worldwide.
Interests
AI applied to hospitality, leadership and HR, financial markets, personal growth, cycling and trail running.
Systems & Technology
- Hotel PMS: Opera Cloud
- ERP & Finance: Microsoft Dynamics 365 · Microsoft Dynamics 365 Business Central
- Productivity & Collaboration: Microsoft Excel (Advanced) · Microsoft Outlook · Microsoft Teams
- F&B & Point of Sale: POS systems · Bakvörður · Dineout · LS Retail
- Housekeeping & Operations: Sweeply
- CRM & Guest Experience: Revinate
- HR & Culture: Moodup · HR Monitor · 50skills
- Distribution & Revenue: YieldPlanet
- Appointments & Services: Noona
Certifications
- First Aid: certification in emergency response and immediate care within workplace and hospitality environments
- HACCP Levels 1 & 2 (Food Safety): risk control, hygienic food handling, and compliance with sanitary regulations
- Amadeus: global distribution and reservation system (GDS) for travel and hospitality services
- Process Automation & AI: application of artificial intelligence, workflow automation, and operational optimization
Others
Iceland Ambassador – CIDH Global (Council of International Directors in Hospitality)
National representative within an international hospitality leadership network, promoting operational excellence, best-practice exchange, and strategic collaboration among senior industry executives worldwide.