Marcel Pena
Miami,FL
Summary
Seasoned Hotel General Manager with a proven track record at Radisson Red Miami Airport, enhancing revenue and guest satisfaction through strategic leadership and effective staff management. Expert in Opera PMS System and adept at fostering guest relations, I have significantly improved operational efficiency and profitability.
Overview
14
14
years of professional experience
Work History
Hotel General Manager
Kompose Boutique Miami Airport
01.2025 - Current
- Oversee daily hotel operations, ensuring high-quality guest experiences.
- Develop and implement strategic plans to improve revenue and customer satisfaction.
- Manage hotel staff, providing leadership, training, and performance evaluations.
- Ensure compliance with hotel policies, industry regulations, and safety standards.
- Develop budgets, control expenses, and maximize profitability.
- Establish relationships with vendors and stakeholders to enhance hotel services.
- Handle guest relations and resolve escalated customer service issues.
- Manage the day-to-day operations of Maintenance, Housekeeping, and Front Desk, acting as an active manager for these departments.
- Work as a project manager for hotel projects, sourcing vendors, and negotiating agreements.
- Actively oversee HR functions, ensuring employee standards are met, managing the hiring process, and handling all HR-related responsibilities.
- Supervise the Guest Experience department, ensuring guest satisfaction, responding to reviews, and addressing concerns to maintain quality standards.
- Actively work as a Sales Manager, finalizing group contracts, managing group details, and responding to leads to drive revenue.
- Evaluated current and planned occupancy levels, seasonal trends and upcoming special events to determine room pricing and availability
Hotel General Manager
Radisson Red Miami Airport
10.2023 - 12.2024
- Oversee daily hotel operations, ensuring high-quality guest experiences.
- Develop and implement strategic plans to improve revenue and customer satisfaction.
- Manage hotel staff, providing leadership, training, and performance evaluations.
- Ensure compliance with hotel policies, industry regulations, and safety standards.
- Develop budgets, control expenses, and maximize profitability.
- Establish relationships with vendors and stakeholders to enhance hotel services.
- Handle guest relations and resolve escalated customer service issues.
- Manage the day-to-day operations of Maintenance, Housekeeping, and Front Desk, acting as an active manager for these departments.
- Work as a project manager for hotel projects, sourcing vendors, and negotiating agreements.
- Actively oversee HR functions, ensuring employee standards are met, managing the hiring process, and handling all HR-related responsibilities.
- Supervise the Guest Experience department, ensuring guest satisfaction, responding to reviews, and addressing concerns to maintain quality standards.
- Actively work as a Sales Manager, finalizing group contracts, managing group details, and responding to leads to drive revenue.
- Evaluated current and planned occupancy levels, seasonal trends and upcoming special events to determine room pricing and availability
Assistant General Manager
Radisson Red Miami Airport
03.2023 - 10.2023
Assistant Director of Operations
National Hotel South Beach
01.2022 - 03.2023
Front Desk Manager
National Hotel South Beach
03.2021 - 12.2021
Conference Service Manager
Shore Club South Beach
Miami Beach, FL
10.2018 - 08.2020
Guest Experience Manager
Shore Club South Beach
Miami Beach, FL
01.2016 - 01.2018
Front Desk Supervisor
Shore Club South Beach
Miami Beach, FL
01.2015 - 01.2016
Front Desk Agent
Shore Club South Beach
Miami Beach, FL
01.2014 - 01.2015
Hotel Front Desk Clerk
Crowne Plaza Miami International Airport
Miami, FL
02.2014 - 08.2014
Hotel Front Desk Clerk
Hyatt House Miami Airport
Miami, FL
02.2011 - 03.2014
Education
High School Diploma -
Gregorio Luperon H.S
New York, NY01.2008
Skills
- SatynTouch PMS System
- Opera PMS System
- Delphi System
- HotSOS System
- Nuvola System
- Office Management
- Cash Handling
- CeloPay – Credit Card Links
- Guest Services
- Group Contracts
- System Updates
- Staff Management
- Catering Coordination
- Special Events Planning
- Guest Relations
- Excell
- OTAs Systems
Languages
- Spanish
- English
Accomplishments
- Global Business Awards 2024
- Best Airport Hotel 2024 - Florida
- Airport Hotel of the Year 2024 - Florida
Timeline
Hotel General Manager
Kompose Boutique Miami Airport
01.2025 - Current
Hotel General Manager
Radisson Red Miami Airport
10.2023 - 12.2024
Assistant General Manager
Radisson Red Miami Airport
03.2023 - 10.2023
Assistant Director of Operations
National Hotel South Beach
01.2022 - 03.2023
Front Desk Manager
National Hotel South Beach
03.2021 - 12.2021
Conference Service Manager
Shore Club South Beach
10.2018 - 08.2020
Guest Experience Manager
Shore Club South Beach
01.2016 - 01.2018
Front Desk Supervisor
Shore Club South Beach
01.2015 - 01.2016
Hotel Front Desk Clerk
Crowne Plaza Miami International Airport
02.2014 - 08.2014
Front Desk Agent
Shore Club South Beach
01.2014 - 01.2015
Hotel Front Desk Clerk
Hyatt House Miami Airport
02.2011 - 03.2014
High School Diploma -
Gregorio Luperon H.S
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