Results-oriented hospitality professional with practical experience in multi-property operations and a talent for spotting inefficiencies. Brings a strong systems-thinking approach and proactive attitude to operational issues. Known for creating automation workflows, enhancing guest experiences, and achieving measurable improvements in occupancy and revenue. Dedicated to scaling operations without increasing complexity while maintaining top-tier service standards.
Hi, I’m
Jessica Escalante
Hospitality Operations Strategist
Santa Marta
Summary
Overview
5
years of professional experience
Work History
Tech First
Guest Services Representative (Remote)
2025.05 - Current (1 education.year_Label & 1 education.month_Label)
Job overview
- Manage 25+ listings across Airbnb, Expedia, Booking.com maintaining 4.8+ rating for a boutique hotel brand.
- Reduce response time 40% using AI-powered automation via Hostify PMS.
- Execute service recovery protocols reducing conflict escalation 60%.
Independent
Property Manager (Freelance)
2024.12 - Current (1 education.year_Label & 6 education.months_Label)
Job overview
- Write high-converting listing copy for property onboarding across platforms.
- Optimize listing performance through data-informed pricing and review management.
- Coordinate vendor relationships ensuring service consistency.
Hilton Santa MartaSanta Marta, Magdalena
Care Line Agent
2023.09 - 2024.10 (1 education.year_Label & 1 education.month_Label)
Job overview
- Central communication hub coordinating 200+ monthly requests across all hotel departments (Front Desk, Housekeeping, F&B, Maintenance).
- Managed interdepartmental coordination ensuring seamless operations and guest experience.
- Zero escalations with 95%+ satisfaction through effective departmental liaison and bilingual communication.
Teleperformance (VRBO/Airbnb)
Bilingual CSR
2021.08 - 2023.05 (1 education.year_Label & 9 education.months_Label)
Job overview
- Handled 50+ daily cases with 85%+ resolution rate, top 10% performer status.
- Managed cases through Salesforce CRM with strong phone-based service.
Education
Universidad Sergio Arboleda
Financial Management Specialization
01.2025
University Overview
Universidad del Magdalena
Tourism & Hotel Management Administrator
01.2022
University Overview
Skills
- Property Management Systems
- Channel Managers
- Guest Services Management
- Multi-Property Coordination
- Service Recovery
- Conflict Resolution
- Market Analysis
- Competitor Research
- SEO Optimization
- AI Tools
- Project Management
- Integration Set Up
Technical Skills
Technical Skills
- ADVANCED PROFICIENCY: Hostify: Automation rules, multi-channel sync, reporting, custom workflows - Salesforce CRM: Case management, reporting, workflow automation - Airbnb: Hosting tools, pricing, SEO, performance analytics - Guest Communication: Pre-arrival sequences, in-stay support, post-checkout.
- PROFICIENT: Booking.com: Extranet management, rate plans, availability - Expedia: Partner Central, inventory management - Google Workspace: Sheets, Docs, Drive, Calendar - Data Analysis: Excel, Google Sheets, performance dashboards.
- WORKING KNOWLEDGE: Revenue Management: Dynamic pricing, seasonality strategy - AI Tools: ChatGPT for templates, automation scripting - Project Management: Task tracking, deadline management - Photography: Basic photo editing for listings
Accomplishments
Accomplishments
- REVENUE IMPACT: +130% Revenue Growth (2025 → 2026) contributed to projected 130% revenue increase through occupancy optimization, listing recovery, and operational excellence.
- OCCUPANCY OPTIMIZATION: +7-9% Occupancy Improvement Improved overall portfolio occupancy by 7%, with 9% improvement in properties through multi-platform synchronization.
- PORTFOLIO RECOVERY: 5 Properties Recovered from Underperformance Transformed struggling listings (+14% to +20% occupancy improvement)
- GUEST SATISFACTION: 4.8+ Average Rating Maintained Managed 1,777 reservations (Q1 2026) maintaining premium guest satisfaction scores (4.5-4.8) across 33 listings.
- OPERATIONAL EFFICIENCY: 40% Reduction in Response Time Implemented AI-powered automation reducing average response time by 40% and escalations by 60%.
Languages
Spanish
English
Timeline
Guest Services Representative (Remote)
Tech First
2025.05 - Current (1 education.year_Label & 1 education.month_Label)
Property Manager (Freelance)
Independent
2024.12 - Current (1 education.year_Label & 6 education.months_Label)
Care Line Agent
Hilton Santa Marta
2023.09 - 2024.10 (1 education.year_Label & 1 education.month_Label)
Bilingual CSR
Teleperformance (VRBO/Airbnb)
2021.08 - 2023.05 (1 education.year_Label & 9 education.months_Label)
Universidad Sergio Arboleda
Financial Management Specialization
Universidad del Magdalena
Tourism & Hotel Management Administrator