Ana Mercado
Charm on Main
Massachusetts ,MA
3
Languages
30
years of professional experience
Hospitality professional with strong leadership and organizational skills. Proven ability to enhance guest experiences and streamline operations. Excel in team collaboration and adaptable to changing demands. Expertise in staff training, customer service, and conflict resolution. Reliable and results-driven with focus on continuous improvement.
Work History
Hospitality Manager
5 Months- Oversaw daily operations to ensure exceptional guest experiences and satisfaction.
- Managed staff scheduling, optimizing workforce efficiency during peak hours.
- Implemented training programs to enhance team performance and service quality.
- Developed and maintained relationships with local vendors for improved supply chain management.
- Analyzed guest feedback to identify areas for service enhancement and operational improvement.
- Coordinated special events, ensuring seamless execution and positive attendee feedback.
- Led team meetings to communicate goals, expectations, and foster a collaborative environment.
- Increased customer service ratings significantly through personable service.
- Promoted a positive work environment fostering teamwork among employees across all departments within the establishment.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Evaluated and promptly resolved lodging facility operational issues.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Greeted guests upon arrival and offered assistance.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
Executive Housekeeper
29 Years 7 Months- Trained and mentored staff on effective cleaning techniques and safety protocols to enhance team performance.
- Supervised daily housekeeping operations to ensure high cleanliness standards across all guest rooms and public areas.
- Coordinated with maintenance team to address facility repairs, ensuring timely resolution of guest concerns.
- Developed and enforced cleaning schedules to optimize workflow and maintain consistency in service delivery.
- Managed budgeting for housekeeping department, identifying cost-saving measures while maintaining quality standards.
- Led staff meetings to communicate operational goals, fostering a culture of collaboration and accountability within the team.
- Developed and implemented effective training programs for new hires, resulting in a well-prepared and competent staff.
- Increased productivity levels by implementing time-saving strategies such as enhanced scheduling methods or task prioritization techniques.
- Managed budgets for labor, supplies, and equipment, optimizing resource allocation while maintaining service excellence.
- Collaborated with hotel management to address guest concerns, improving overall guest experience and retention rates.
- Provided exceptional customer service support for VIP guests or clients with specific needs or requests.
- Established productive relationships with vendors to ensure timely delivery of quality products and services. Established good customer service with guest. Calling and answering guest questions or concerns.
Education
High School Diploma
Skills
Employee scheduling
Staff training and development
Guest relations management
Health and safety compliance
Exceptional communication
Guest communication
Languages
English
Full Professional
Spanish
Full Professional
Portuguese
Limited Working
Timeline
Hospitality Manager
Charm on Main
03.2026 - CurrentRead More
Executive Housekeeper
Bayside Resort
05.1996 - 12.2025Read More
Barnstable High School
High School Diploma
Read More