Diana Martin
Lutz,FL
Summary
Luxury operations professional with over a decade of leadership experience in Forbes Five-Star hotels and elite resort properties, consistently delivering excellence in service standards and operational management. Expertise in overseeing complex property operations, leading cross-functional teams, and cultivating executive-level relationships to ensure seamless execution of high-profile events and VIP experiences. Proficient in financial reporting, vendor management, crisis leadership, and fostering high-profile client relations, ensuring satisfaction in high-expectation environments. Multilingual communicator skilled at navigating diverse cultural landscapes to enhance guest experiences and drive business success.
Overview
1
1
Certification
15
15
years of professional experience
Work History
Owner
Uber
Lutz, FL
01.2026 - Current
- Evaluate service delivery processes and formulated strategies to elevate customer experience. Supervise daily activities to uphold safety protocols and meet regulatory requirements effectively. Guide the team in implementing best practices for driver engagement and enhancing customer service excellence. Interpret performance data to detect trends and streamline operational workflows for increased productivity.
Guest Services Manager
Wyndham Grand Clearwater
Clearwater Beach, Florida, USA
12.2024 - 10.2025
- Coordinate all facets of guest services, resolving complaints and enhancing team performance to maintain high standards of guest satisfaction.
Hotel Assistant Manager/Overnight Manager
Four Seasons Hotel Miami
Miami, Florida, USA
07.2021 - 03.2024
- Oversee and manage the day-to-day activities of the Front Desk, Concierge and Guest Services. Strategic business leader of daily operations of a full-service luxury hotel, running daily reports and night audit. Respond swiftly in any hotel emergency or safety situation.
Front Office Supervisor
The Westin Snowmass Resort
Colorado, USA
11.2020 - 04.2021
- Ensure proper completion of all front desk duties, coordinating reservations and guest services department to increase the level of guest satisfaction by delivering an exceptional service.
Front Office Supervisor / Assistant Front Office Manager - Hotel Opening
Isla Bella Beach Resort
Florida, USA
02.2019 - 02.2020
- Mentor and oversee the Front Office Department and operations providing a exceptional guest service, monitor all V.I.P’s special guest and requests, achieve budgeted revenues and maximize profitability, implement business strategies, participate in M.O.D program, coordinate group requests, handle incidents and guest concerns in an effective, timely and professional manner.
Executive Assistant to Managing Director- Hotel Opening
Rosewood Hotel Puebla
Puebla, MEXICO
06.2017 - 02.2019
- Achieve seamless administrative support for managing director, enhancing project management efficiency.
Execute strategic initiatives that positively impacted organizational objectives.
Maintain confidentiality of sensitive documentation and case files, safeguarding company interests.
Produce accurate monthly financial reports that informed executive decisions.
Review contracts and agreements, contributing to risk mitigation and compliance.
Deliver timely and precise expense reports for corporate finance.
Enhance brand visibility through effective management of social media platforms.
Establish strong communication lines as primary contact for internal and external stakeholders.
Resolve challenges proactively, demonstrating strong problem-solving and decision-making capabilities.
Event Coordinator
Chefs & Partners Catering
Mexico City, MEXICO
11.2015 - 06.2017
- Act as an onsite contact, plan, budget and contract the catering, create BEO’s, ensure timely special arrangements, attend and supervise the event execution making sure that it runs efficiently and handle any issue that arise creating a unique experience and building a successful customer relationship.
Coffee Specialist
Nespresso
Mexico City, MEXICO
11.2014 - 08.2015
- Provide customer service at the Contact Center sharing the coffee expertise to the clients, give machine troubleshooting, sale, and provide supply chain support.
Front Desk Agent
Four Seasons Hotel Mexico City
Mexico City, MEXICO
01.2012 - 10.2014
- Provide Guest service, make reservations, assign rooms, check in/out in an efficient and friendly manner, ascertain guest satisfaction, settle bill accurately trough credit card and cash transactions, make exchange foreign currency, handle all guest interactions with the highest level of hospitality and professionalism, assist customers in all inquiries, create memorable experiences, complaints solution.
Education
Bachelor’s Degree - Tourism Business Management
Universidad Del Valle De México
Campus Coyoacan, Mexico12-2014
Bachelor of Science - Food Science
Scuola Di Cucina Tu Chef
Rome, Italy03-2010
Bachelor of Science -
Escuela Internacional De Turismo
Mexico City, Mexico07-2008
Skills
- Customer Relationship Management
- Financial Reporting & Budget Oversight
- Cross- Functional Team Leadership and Development
- Emergency and Crisis Management Compliance
- Strategic Planning
- Service Standard Implementation
- Project Management
- Proficient in Microsoft Office, Opera System, Hotel Dashboard & InfoSec Certificate
Certification
- Licensed Community Association Manager - June 2026
Languages
Spanish: Native
Native or Bilingual
English
Native or Bilingual
Italian
Professional Working
French
Limited Working
Timeline
Owner
Uber
01.2026 - Current
Guest Services Manager
Wyndham Grand Clearwater
12.2024 - 10.2025
Hotel Assistant Manager/Overnight Manager
Four Seasons Hotel Miami
07.2021 - 03.2024
Front Office Supervisor
The Westin Snowmass Resort
11.2020 - 04.2021
Front Office Supervisor / Assistant Front Office Manager - Hotel Opening
Isla Bella Beach Resort
02.2019 - 02.2020
Executive Assistant to Managing Director- Hotel Opening
Rosewood Hotel Puebla
06.2017 - 02.2019
Event Coordinator
Chefs & Partners Catering
11.2015 - 06.2017
Coffee Specialist
Nespresso
11.2014 - 08.2015
Front Desk Agent
Four Seasons Hotel Mexico City
01.2012 - 10.2014
Bachelor’s Degree - Tourism Business Management
Universidad Del Valle De México
Bachelor of Science - Food Science
Scuola Di Cucina Tu Chef
Bachelor of Science -
Escuela Internacional De Turismo