María Ximena Luna
Westminster,CO
Summary
Highly-focused, people-driven human resources manager with several years of hotel management experience and a strong background in customer service. Proactive problem-solver with excellent time-management and organizational skills. Recognized for high productivity and efficient task completion. Skilled in employee relations and conducting internal investigations.
Overview
18
18
years of professional experience
1
1
Certification
Work History
HUMAN RESOURCES MANAGER
Xclusive Services
Westminster, Colorado
08.2023 - Current
- Investigated employee relations matters through interviews with involved parties to ensure a fair and consistance resolution.
- Ensured compliance with federal, state and local employment laws.
- Handled sensitive employee and company information with highest level of confidentiality and discretion.
- Investigated workplace issues with professionalism and sensitivity.
- Scheduled meetings with employees to address concerns and grievances.
- Handled employee discipline and termination to address policy infractions.
HOTEL MANAGER
Las Casitas del Arco Iris Hotel
Urubamba, Peru
04.2021 - 02.2022
- Managed budgeting processes including forecasting revenues and expenses for the hotel.
- Maintained high standards of quality control, hygiene, health and safety.
- Developed and implemented hotel policies and procedures.
- Assigned duties and monitored performance of all employees in the hotel.
- Ensured that guests received prompt, courteous attention throughout their stay.
OPENING PROJECT MANAGER
Finca Intiquilla
Urubamba, Peru
10.2020 - 03.2021
- Negotiated contracts with vendors and suppliers based on company objectives and budget constraints.
- Maintained records of all documents related to each project including specifications, change orders, invoices.
- Ensured compliance with applicable laws, regulations, policies and procedures throughout the life cycle of each project.
- Coordinated resources across multiple departments and teams as needed for successful completion of projects.
- Developed and maintained project plans, timelines, and budgets.
- Provided guidance to team members regarding tasks assigned to them.
CORPORATE GROUP OPERATIONS
Belmond Management
Urubamba, Peru
08.2017 - 04.2020
- Developed and implemented operational procedures, and standards to ensure consistent quality of service.
- Managed daily operations of the group, including budgeting, scheduling, staffing, and resource allocation.
- Coordinated cross-functional teams in order to execute operations properly in each hotel and train.
- Attended meetings regularly with clients or group leaders in order to discuss group requirements.
ROOMS DIVISION MANAGER
Belmond Palacio Nazarenas
Cusco, Peru
02.2016 - 08.2017
- Reviewed and monitored the performance of 85 employees to ensure high standards of service.
- Provided leadership, direction, and guidance, ensuring compliance with company policies and procedures.
- Implemented cost control measures in order to reduce costs while maintaining quality standards.
- Prepared annual budget estimates based on current trends and forecasted demand during peak periods.
FRONT OFFICE MANAGER
Belmond Palacio Nazarenas
Cusco, Peru
06.2012 - 02.2016
- Managed the daily operations and a team of 20 front office, concierge, butler, and guest relations staff, including hiring, training, and performance evaluations to maintain high standards of performance.
- Met budget targets and quality standards (LQA) by proactively leading team members and monitoring operations.
- Resolved customer complaints promptly and efficiently while maintaining a professional demeanor at all times.
- Provided leadership to ensure that all Front Office team members are delivering excellent customer service.
OPENING PROJECT COORDINATOR
Belmond Palacio Nazarenas
Cusco-Peru
08.2011 - 06.2012
- Overseed the hotel pre-opening activities and operations directed by the General Manager
- Supported administrative, financial, and logistical for the opening
- Coordinated with contracted third parties, assigned tasks and control schedules
- Developed and implemented Front Office SOPs for hotel opening.
CHIEF CONCIERGE
Marriott - Tambo del Inka Hotel, a Luxury Collection Resort & Spa
Urubamba, Peru
06.2009 - 06.2010
- Ensured that all requests from guests were met in an efficient and timely manner.
- Maintained up-to-date knowledge of the local area, including attractions, restaurants, transportation options.
- Managed daily operations of the concierge desk, butler office and supervised staff members.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Member of Les Clefs d'Or International
FRONT DESK SUPERVISOR
Delfines Hotel & Casino
Lima, Peru
07.2006 - 05.2009
- Supervised daily operations at the front desk, including front desk, concierge, call center, business center, and executive floor, managing a team of 30 employees in a hotel of 206 rooms.
- Created and optimized employee schedules for shift coverage.
Education
Hospitality Management -
E-Cornell
01.2023
Specialization Program in Applied Finance for Non Specialists -
Pacífico Business School
01.2020
Harvard Manage Mentor On Line Program (HMM) -
Harvard University
01.2016
Cross Training Operations Management -
Belmond Hotel Das Cataratas (Basil)
01.2015
16th Les Clefs d'Or Pan American Congress -
01.2010
Industrial Engineering - No degree -
Lima University
01.2007
Skills
- Employee Relations
- Diversity and Inclusion
- Staff Management
- Operations management
- Recruiting
- Training
- Supervision
- Project coordination
- Administrative support
- Financial support
- Logistical support
- Leading Quality Assurance
- Standard operating procedures
- Scheduling
Languages
Spanish
Native/ Bilingual
English
Full Professional
French
Elementary
Alias
Maxi Lawler
Certification
- EEO Investigation Fundamentals.
- EEO Final Guidance on unlawful harassment.
- Sensitivity Basics
- Sexual Harassment and Discrimination
Timeline
HUMAN RESOURCES MANAGER
Xclusive Services
08.2023 - Current
HOTEL MANAGER
Las Casitas del Arco Iris Hotel
04.2021 - 02.2022
OPENING PROJECT MANAGER
Finca Intiquilla
10.2020 - 03.2021
CORPORATE GROUP OPERATIONS
Belmond Management
08.2017 - 04.2020
ROOMS DIVISION MANAGER
Belmond Palacio Nazarenas
02.2016 - 08.2017
FRONT OFFICE MANAGER
Belmond Palacio Nazarenas
06.2012 - 02.2016
OPENING PROJECT COORDINATOR
Belmond Palacio Nazarenas
08.2011 - 06.2012
CHIEF CONCIERGE
Marriott - Tambo del Inka Hotel, a Luxury Collection Resort & Spa
06.2009 - 06.2010
FRONT DESK SUPERVISOR
Delfines Hotel & Casino
07.2006 - 05.2009
Hospitality Management -
E-Cornell
Specialization Program in Applied Finance for Non Specialists -
Pacífico Business School
Harvard Manage Mentor On Line Program (HMM) -
Harvard University
Cross Training Operations Management -
Belmond Hotel Das Cataratas (Basil)
16th Les Clefs d'Or Pan American Congress -
Industrial Engineering - No degree -
Lima University
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