Mariana Ponce De Leon
Paia,HI
Summary
Skilled in operations management and team leadership. Achieved an increase in upsell revenue through innovative training programs. Expert in budget tracking and customer engagement, fostering a high-performing team that consistently delivered exceptional guest satisfaction.
Overview
4
4
years of professional experience
Work History
Food and Beverage Manager Trainee
Promontory Club
08.2025 - 02.2026
- Assisted the Food and Beverage Manager in overseeing daily operations of the club restaurant.
- Ensured high-quality, personalized service for club members and their guests.
- Supervised dining room staff during service to maintain professional standards.
- Handled member requests, reservations, and special dining arrangements.
- Assisted with inventory management, ordering, stock control, and sales tracking.
- Supported banquet and private event operations within the club.
Assistant Operations Manager
Hyatt centric park city
01.2024 - 07.2025
- Selected to lead and design an upselling training program for front desk agents, utilizing performance metrics to enhance productivity.
- Drove a 17% increase in upsell revenue during check-in through targeted initiatives, optimizing sales strategies and performance.
- Developed and formalized a comprehensive staff onboarding and training program, contributing to a consistent 90%+ guest satisfaction rating during tenure.
- Managed payroll for the Rooms Division, ensuring efficient budget allocation and cost control.
- Oversaw budget management for the front office, collaborating with the Director of Operations to forecast and achieve revenue goals.
- Personally handled all aspects of VIP guest experience, ensuring high levels of satisfaction and loyalty.
- Led team to exceed quarterly goals through strategic planning and execution.
Front Desk Agent
Park City Peaks Hotel
01.2023 - 01.2024
- Delivered exceptional customer service by managing check-ins, check-outs, and guest inquiries, ensuring smooth operations and a positive guest experience.
- Provided concierge services, including booking transportation, reservations, and tailored local experiences to enhance guest satisfaction.
- Managed reservations, ensuring accurate bookings, room assignments, and up-to-date availability for maximum occupancy.
- Acted as a liaison between guests and hotel departments, efficiently addressing requests and ensuring timely responses to guest needs.
- Handled guest complaints and concerns with professionalism, achieving high resolution rates
Front Desk Agent
Montage Deer Valley
06.2022 - 11.2022
- Provided high-end, personalized service to guests in a luxury resort environment, ensuring a seamless check-in/check-out process and enhancing overall guest experience.
- Completed comprehensive Forbes training, applying industry-leading standards to deliver exceptional service and exceed guest expectations.
- Managed guest arrivals and requests, coordinating special accommodations and anticipating guest needs to ensure satisfaction.
- Utilized property management software to process reservations, assign rooms, and manage guest billing with accuracy and attention to detail.
- Consistently maintained a professional and welcoming atmosphere in a fast-paced, luxury resort setting, contributing to high levels of guest satisfaction.
Education
Psychology
Utah Valley University
Orem, UTSkills
- Operations management
- Budget tracking
- Customer engagement
- Customer service engagement
- Training and mentoring
- Team building
- Team leadership
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Food and Beverage Manager Trainee
Promontory Club
08.2025 - 02.2026
Assistant Operations Manager
Hyatt centric park city
01.2024 - 07.2025
Front Desk Agent
Park City Peaks Hotel
01.2023 - 01.2024
Front Desk Agent
Montage Deer Valley
06.2022 - 11.2022
Psychology
Utah Valley University