Ulises Lacentre

About Ulises Lacentre

I am a hospitality and operations leader with a strong background in luxury service, guest experience, and multi-unit management. My career has taken me through tourism, luxury hotels, international business development, and multi-unit operations in the United States—giving me a broad and versatile understanding of service, people, and performance.I began my journey in guest-facing roles within luxury hospitality, gaining experience in Front Office, Reservations, and Rooms Operations at Palacio Duhau – Park Hyatt Buenos Aires. There I built the foundation of my service philosophy: attention to detail, authentic care, and the discipline required to deliver exceptional guest experiences.My career later expanded internationally through business development in Brazil and, more recently, through leading multi-unit hospitality operations in the U.S, where I managed P&L, KPIs, teams of 50+ employees, service consistency, community partnerships, and operational excellence across several locations.Today I bring a blend of luxury hospitality experience, operational leadership, and a strong guest-centric mindset. I am passionate about building high-performing teams, elevating service culture, and ensuring operational excellence in every environment I lead.Core strengths:• Luxury hospitality & guest experience• Front Office & Rooms Operations• Operational leadership (multi-unit)• P&L, KPIs & financial performance• Service recovery & problem solving• Training, coaching & talent development• Process optimization & standards implementationAlways open to connecting with professionals in hospitality, operations, and service-driven industries.

Experience

1. Director of Operations

   Firehouse Subs

   Jul 2021 — Present

   As Multi-Unit Director of Operations, I oversee the full operational, financial, and guest-experience performance of multiple locations, ensuring consistent service standards, strong team culture, and profitable, high-quality hospitality environment.Key Responsibilities• Led daily operations ensuring consistent service and quality standards.• Managed full P&L, KPIs, budgeting, labor, and food cost control.• Drove revenue through sales initiatives and local marketing.• Recruited, trained, and developed 50+ team members.• Implemented SOPs and guest-experience improvements.• Ensured top results in safety, health, and compliance audits.• Managed vendors, inventory, and supply chain.Key Achievements• 40% revenue growth and 10% increase in guest transactions through targeted sales strategy and operational improvements.• 15% reduction in operating costs by optimizing labor, inventory, and standardized procedures.• Boosted guest satisfaction scores from 70% to 90%, implementing service-focused training and experience enhancement initiatives.• Successfully recruited, trained, and developed 50+ employees, building strong, service-driven teams across all units.• Achieved top ratings in safety, health, and brand compliance audits across multiple locations.

Education

• UADE

  Bachelor's degree, Tourism and Hospitality Management

  2009 — 2014