LUZ SANTANA
Oviedo,Florida
Summary
Oversaw hotel operations to enhance guest experiences and team performance. Cultivated a culture of excellence by mentoring associates and promoting engagement. Drove initiatives that improved service quality and operational efficiency.
Overview
21
21
years of professional experience
Work History
Secretary
Seminole County Public Schools
Winter Springs, FL
10.2022 - Current
- Managed scheduling and appointment coordination for administrative staff.
- Maintained accurate records and documentation of school activities and communications.
- Facilitated communication between parents, teachers, and administration effectively.
- Implemented efficient filing systems to streamline document retrieval processes.
- Oversaw office supply inventory, ensuring availability of essential materials for staff.
- Developed standard operating procedures to enhance office efficiency and organization.
- Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
- Answered multi-line phone system and enthusiastically greeted callers.
- Maintained daily report documents, memos and invoices.
- Scheduled appointments and conducted follow-up calls to clients.
Director of Human Resources
Hilton Garden Inn
Orlando, FL
07.2019 - 2022
- Promoted adherence to company vision and mission statement to enhance organizational culture.
- Evaluated operational needs and financial constraints to project staffing levels.
- Executed recruitment strategies to enhance team composition through effective utilization of hiring system.
- Managed the onboarding process, ensuring seamless integration of new hires into the organization. Oversaw the setup of comprehensive benefits packages, enhancing employee satisfaction. Led informative sessions on company policies, procedures, and labor laws, fostering compliance and understanding.
- Oversaw employee relations initiatives, fostering a positive workplace culture through effective grievance resolution and training programs. Championed adherence to FMLA and workers' compensation standards, enhancing organizational compliance. Led efforts to improve employee understanding of rights and benefits.
- Configured payroll operations and allocated resources for annual labor budget to optimize workforce management.
General Manager
Noelani Condo Resort
09.2014 - 05.2018
- Facilitated integration of company vision and mission statement into daily operations to enhance overall organizational culture.
- Evaluated business needs and fiscal constraints to accurately forecast staffing requirements.
- Analyzed and refined recruitment strategies to strengthen team composition by leveraging hiring system capabilities.
- Achieved seamless integration of new hires through effective management of onboarding process. Enhanced employee satisfaction by implementing comprehensive benefits packages. Promoted compliance and understanding by delivering informative sessions on company policies, procedures, and labor laws.
- Fostered a positive workplace culture by resolving grievances and implementing training programs. Enhanced organizational compliance by championing adherence to FMLA and workers' compensation standards. Improved employee understanding of rights and benefits through targeted initiatives.
- Enhanced efficiency in workforce management through configuration of payroll operations and resource allocation for annual labor budget.
Director Of Services
Marriott Vacation Club
Maui
08.2010 - 05.2014
- Analyzed guest feedback and led strategic initiatives to improve satisfaction levels and optimize loyalty program effectiveness.
- Facilitated skill development workshops for service team members, focusing on performance improvement and operational excellence.
- Analyzed existing workflows and introduced improvements that optimized operations and decreased service response durations.
- Conducted analysis of guest feedback data to identify trends and optimize operational processes.
Director Of Front Office
Marriott Vacation Club
Miami
07.2005 - 08.2010
- Managed a team of front desk, valet, pbx, concierge, and bell with 144 two bedroom villas.
- Increased guest satisfaction scores from 86 to 91 for 3 quarters of the yr from building relations with guest pre arrival by phone and email, at arrival greeting in the lobby, at meet and greet, and with follow up after stay.
- Managed the Market Place Express, Awarded for being one of few resorts to meet their annual budget by revisiting vendor contracts during a time of economic hardship and bringing in new popular products that moved quickly including obtaining a liquor license.
- Communicated with other department heads on a daily, weekly, and monthly basis to discuss operations, guest satisfaction, annual budget profit and loss, and staffing and product needs.
Education
Associate of Science - Business, Management, Marketing, and Related Support Services
The Richard Stockton College of New Jersey
New Jersey12.1998
Skills
- Assisted customers with inquiries and issues to enhance satisfaction Provided support in resolving product-related concerns Facilitated communication between customers and service teams
- Facilitated clear communication among team members through verbal and written methods Supported project documentation by creating concise reports and presentations Assisted in conveying information effectively to stakeholders
- Assisted in daily office operations to maintain efficiency Supported team members with administrative tasks to enhance productivity Organized files and documents for easy access and retrieval
- Assisted in organizing team activities to enhance collaboration and efficiency Supported project completion by coordinating schedules and resources Contributed to maintaining a structured workflow for team members
- Oversaw comprehensive schedule management to optimize resource allocation
- Executed payroll processing to ensure timely and accurate employee compensation
- Oversaw database management operations to ensure data integrity and accessibility
- Ensured adherence to HIPAA guidelines to protect patient privacy and confidentiality
Timeline
Secretary
Seminole County Public Schools
10.2022 - Current
Director of Human Resources
Hilton Garden Inn
07.2019 - 2022
General Manager
Noelani Condo Resort
09.2014 - 05.2018
Director Of Services
Marriott Vacation Club
08.2010 - 05.2014
Director Of Front Office
Marriott Vacation Club
07.2005 - 08.2010
Associate of Science - Business, Management, Marketing, and Related Support Services
The Richard Stockton College of New Jersey