Eliana Poveda

• Manage a team of 98 employees, conducting performance evaluations, and providing ongoing training to maintain high service standards
• Implement strategies to improve guest satisfaction scores by 95% through staff training and enhanced customer service protocols.
• Oversee daily operations of front desk, concierge and housekeeping departments, ensuring a seamless guest experience from check in to check out.
• Optimize operational efficiency and reduce costs by implementing inventory management systems for room supplies and amenities.

* Lead and train a team in achieving operational goals and objectives

• Develop and implement effective operational strategies that enhance productivity and profitability. The first month of operation we double not only rooms but also F&B income.
• Manage budgets, forecast, and resource allocation to ensure optimal utilization.
• Prepared reports and presented findings to senior management to facilitate informed decision making-
• Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
• Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.

• Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
• Led hiring, onboarding and training of new hires to fulfill business requirements.
• Developed and maintained relationships with external vendors and suppliers.
• Analyzed and reported on key performance metrics to senior management.
• Increased profit by streamlining operations.
• Interacted well with customers to build connections and nurture relationships.

• Resolved guest complaints effectively, demonstrating empathy and problem-solving abilities.
• Collaborated with other departments to coordinate guest services, resulting in seamless experiences for guests.
• Attended to customer needs, responding to questions, complaints and escalations.
• Analyzed feedback from guest surveys, identifying areas for improvement and implementing necessary changes to enhance service quality.
• Established strong rapport with VIP guests by providing personalized attention and anticipating their needs throughout their stay.
• Reviewed daily bookings, preparing guest rooms prior to arrival.
• Maintained accurate records of guest information and preferences, using this data to provide personalized experiences during future stays.
• Implemented new procedures to reduce wait times during check-in and check-out processes, leading to higher guest satisfaction ratings.