Jennifer Sanchez Santiago
Plant City,US
Summary
Dynamic leader with extensive experience in guiding teams and managing complex projects to achieve strategic objectives. Proven track record in developing efficient processes and ensuring high standards that align with organizational goals. Recognized for a collaborative approach, commitment to excellence, and strong problem-solving skills. Adaptable and creative, with a results-oriented mindset, I thrive in navigating challenges and driving meaningful contributions to advance organizational success.
Overview
9
9
years of professional experience
Work History
Rooms Operations Manager
Renaissance Tampa International Plaza Hotel
04.2023 - Current
- Assist in managing operations within the rooms division, enhancing guest and employee satisfaction while maximizing financial performance.
- Monitor compliance with established standards and procedures, leading teams to consistently meet or exceed property goals.
- Proactively address employee concerns and effectively communicate goals and results.
- Respond promptly to guest inquiries and service requests, ensuring all team members uphold hospitality standards.
- Develop team schedules aligned with budgetary and business forecasts to achieve or exceed service expectations.
- Manage and control departmental inventory to optimize resources and reduce costs.
Operations Supervisor
AC Hotel Tampa Airport
09.2022 - 04.2023
- Ensured departments achieved or exceeded guest service expectations.
- Prepared team member schedules in accordance with budgets and business forecasts.
- Trained hotel staff in financial control procedures for cash, vouchers, inventories, and receivables, ensuring compliance with established protocols.
- Assisted in check-in and check-out procedures, telephone procedures, hotel amenities, and computer systems.
- Managed human resources functions, including recruiting, hiring, onboarding, performance evaluations, training, and disciplinary actions.
- Collaborated with other departments to ensure smooth operational flow.
- Monitored daily bookings to coordinate with the front desk team during oversold situations and developed strategies to accommodate guest needs.
Guest Services Associate
AC Hotel Tampa Airport
01.2022 - 09.2022
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Performed all check-in and check-out tasks, managing online, phone, and walk-in reservations.
- Assigned rooms and provided information about the hotel, available rooms, rates, and amenities.
- Responded to guest complaints in a timely and professional manner.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
Front Desk Agent
AC Hotel by Marriott
01.2019 - 07.2020
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Maintained clean and organized front desk areas to uphold polished company image.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
Team Leader
Yogen Fruz
01.2016 - 06.2019
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Provided exceptional customer service, addressing inquiries and resolving issues to enhance the overall guest experience.
- Assisted in product sales, effectively promoting items to maximize revenue and meet sales targets.
- Prepared food items according to established recipes and quality standards, ensuring consistent taste and presentation.
- Maintained a clean and organized work area, adhering to health and safety regulations to provide a safe environment for both staff and customers.
- Handled and managed the cash register, accurately processing transactions and maintaining records of sales.
- Compiled daily sales reports, analyzing data to track performance and inform business decisions.
- Created employee schedules to ensure adequate staffing levels while aligning with operational needs and budget constraints.
Education
Bachelor of Science in Tourism And Hospitality - Major - Hotel Management
Sistema Universitario Ana G. Mendez
San Juan, PR05.2019
Associate Degree in Administrative Assistant -
ITec De Puerto Rico
San Juan, Puerto Rico05.2015
High School Diploma -
Luis Hernaiz Veronne
Canovanas, Puerto Rico05.2012
Skills
- Bilingual Proficiency
- Staff Training & Development
- Property Management Systems
- Product Management
- Analytical & Problem-Solving Skills
- Customer Service Oriented
- Team Building & Leadership
- Adaptability in High-Pressure Environments
- Effective Communication Skills
- Project Management
Timeline
Rooms Operations Manager
Renaissance Tampa International Plaza Hotel
04.2023 - Current
Operations Supervisor
AC Hotel Tampa Airport
09.2022 - 04.2023
Guest Services Associate
AC Hotel Tampa Airport
01.2022 - 09.2022
Front Desk Agent
AC Hotel by Marriott
01.2019 - 07.2020
Team Leader
Yogen Fruz
01.2016 - 06.2019
Bachelor of Science in Tourism And Hospitality - Major - Hotel Management
Sistema Universitario Ana G. Mendez
Associate Degree in Administrative Assistant -
ITec De Puerto Rico
High School Diploma -
Luis Hernaiz Veronne
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