Shelley Penilla

As a freelancer, I have developed website creation and optimization projects for brands such as Renthomeliday, Amekar Logistics, and Digitibz. In each project, I work from strategic structure, conversion-focused design, and optimization so that the website not only has a good image but also fulfills a clear objective: generating business opportunities.

Responsible for the integral management of the hotel, leading a team of +20 collaborators and reporting to corporate management. Key achievements and results: Complete P&L management with a focus on profitability and budget control. Optimization of operational costs through process review and improvement of interdepartmental efficiency. Implementation of structured KPI tracking (occupancy, ADR, RevPAR, GOP, customer satisfaction). Improved coordination between departments (Rooms, F&B, Reception, HK, Maintenance), increasing operational agility. Reinforced leadership of the management committee, establishing monthly action plans and a results-oriented culture. Enhanced customer experience through process standardization and a focus on service quality.

Responsible for the Front Office department (team of 6 people). Outstanding achievements: Optimized sales and distribution control, improving channel management and relationship with tour operators. Reduced operational incidents through process improvement and team training. Increased customer satisfaction through service protocols and efficient complaint resolution. Improved coordination with Revenue and Sales to maximize income during high season. Led and developed the team, fostering department stability and performance.