Mariana Cadenas
Miami Lakes,FL
Summary
Customer-oriented Director of Rooms with eight years of experience in high level customer service and management support. Extensive understanding of leadership and team supervision. Focused on increasing revenues while providing excellent service to customers. Adaptive and deadline-oriented consistently executing goals and completes multiple projects in high-stress environments. Possess a solid background in customer service and grievances within the corporate and hospitality arena. Strong decision-making ability and attention to detail, competent in positively interacting with all staff in a fast-paced and high demand environment. Works great under pressure while remaining calm and executing all tasks. Very resourceful and efficient in any high stress scenario while maintaining a high level of professionalism and confidentiality. Knowledgeable in various PMS Systems such as Roommaster, Webrezpro, Opera, ADP, Paycom and Nuvola.
Overview
15
15
years of professional experience
Work History
Director of Rooms
Eden Roc
Miami Beach, FL
10.2020 - Current
- Oversaw day-to-day operations for the front office, reservations, sales, maintenance, food and beverage, housekeeping, and human resource department.
- Maintained adequate supplies and equipment through monthly inventories, facilitating effective hotel operations.
- Conducted regular meetings with department heads to review progress towards goals; identified areas needing improvement.
- Conducted routine inspections to ensure compliance with safety regulations and maintained documentation.
- Scheduled property inspections, renewed property licenses, taxes and permits.
- Maintained efficient staffing levels during busy periods to provide excellent service without increasing labor expenses.
- Provided department-wide training and oversight, implementing standardized professional development opportunities and leadership protocols to maximize productivity and employee satisfaction.
- Boosted all department productivity by conducting regular training sessions, performance evaluations, and providing targeted coaching.
- Managed all aspects of hotel administration, including budget monitoring for meticulous planning, compliance enforcement, and organization.
- Managed property reviews for major online platforms including Booking.com, Expedia, and Airbnb.
- Properly charged reservations and placed credits in each folio.
- Ensured smooth functioning of the PMS and credit card processing system by promptly addressing any technical glitches.
- Implemented efficient budget management techniques to maximize resource allocation and control expenses.
- Ensured the successful onboarding of newly hired team members, teaching them optimal guest service practices and compliance with hotel SOP.
- Led renovation projects that updated facilities and maintained the property's integrity.
- Successfully managed contract negotiations with external vendors to secure cost-effective solutions for maintenance, HVAC, security, linen and housekeeping chemical supplies.
- Implemented effective interdepartmental communication strategies to efficiently address guest concerns and prevent recurring issues.
- Maintained property appearance by scheduling housekeeping deep cleanings during low occupancy dates as well as coordinating maintenance touch ups for hallways and common areas.
- Successfully oversaw all property's maintenance projects and remodels.
- Developed and implemented annual budget for equipment and repairs.
- Achieved consistently high housekeeping standards across all rooms and common areas through effective implementation of quality control measures.
- Managed daily project list, effectively prioritizing tasks to maximize productivity.
- Recruited and trained new staff members, showcasing superior techniques for serving customers. Additionally instructed employees on adhering to hotel protocols and standards.
- Oversaw day-to-day facility operations, including staff scheduling, budget management, and maintenance projects.
- Proactively addressed facility operational issues, promptly resolving them to minimize guest complaints and maintain high standards of customer satisfaction.
- Achieved higher customer service ratings on third party booking sites by delivering personable service.
- Managed financial activities, including setting room rates, budget establishment, and fund allocation to departments for maximizing revenue.
- Planned and implemented marketing strategies aimed at enhancing property brand and boosting revenue.
- Took part in the development and dissemination of facility's marketing materials, demonstrating effective teamwork skills.
- Managed all aspects of the new hire onboarding process, including background checks and e-verify.
- Conducted exit interviews and performed annual employee evaluations.
- Conducted annual salary analysis.
- Managed and executed yearly insurance enrollment process.
- Managed bi-weekly payroll processing, generating comprehensive reports for all departments.
Director of Operations
Fairwind Hotel Miami
Miami Beach, FL
03.2018 - 10.2020
- Managed and supervised operations of front office, maintenance, and housekeeping teams on a daily basis.
- Provided comprehensive training for all Front Desk Staff members, aligning them with hotel policies.
- Ensured positive guest experiences by professionally handling check-in and check-out procedures.
- Developed and implemented standard operating procedures for the Front Desk.
- Effectively maintained employee records for all departments, overseeing salary adjustments, vacation and absenteeism reports, and weekly schedules in support of hotel payroll processing.
- Recruited and provided comprehensive training to new staff members on optimal techniques for serving clients and guests.
- Recorded staff terminations accurately and updated employee records accordingly.
- Handled all property reviews for booking platforms including Booking.com, Expedia, and Airbnb.
- Analyzed occupancy rates and room availability on a daily basis.
- Implemented reservation policies and methods for Front Desk and Reservation staff.
- Managed customer complaints effectively, fostering a positive environment and ensuring continuous high guest satisfaction ratings.
- Increased customer service ratings in third-party booking sites through personable service.
- Coordinated low occupancy dates in which housekeeping would perform room deep cleanings to maintain the property's appearance, as well as scheduling maintenance touch-ups for hallways and common areas.
- Managed supplier negotiations to ensure competitive pricing and favorable contract terms.
- Maximized room revenue through effective strategies.
- Ensured that all reservations were properly charged and that appropriate credits were placed in each folio.
- Ensured completion of all special guest requests by hotel staff.
- Managed and cancelled outstanding third-party bookings.
- Effectively managed any occurring technical problems in PMS and credit card processing system.
- Conducted approvals and denials of reservation refunds.
- Ensured that guest requests were met within 15 minutes by implementing effective housekeeping guidelines.
- Reviewed and assisted with a special request made by ownership.
- Helped organize special events in our restaurant and bar.
- Assisted with the closing and opening of the hotel due to Covid-19.
Front Desk Manager
South Beach Plaza Hotel and Villas
Miami Beach, Fl
12.2016 - 03.2018
- Managed daily operations for the Front Desk and Bell Staff
- Provided exceptional customer service by efficiently managing the check-in and check-out process for hotel guests.
- Trained Front Desk and Bell Staff team to meet hotel standards
- Created and managed weekly schedules for the Front Desk and Bellman teams.
- Conducted regular reviews of room inventory and in-house count to determine availability and rates
- Ensured seamless communication among housekeeping, maintenance, and security teams for optimal guest satisfaction
- Conducted pre-assignment for arrivals, which includes VIP reservations and repeat guests.
- Guaranteed that all proper credits, payments and procedures were followed by staff.
- Reviewed daily cash logs for accuracy and prepared daily reports for Front Desk.
- Delivered prompt and friendly service to address any guest issues related to rooms or reservations
- Provided hotel guests with information regarding casino, restaurants and fitness centers in the area
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours
- Successfully handled a variety of inquiries regarding reservations, hotel information, and guest concerns via telephone calls, emails, and face-to-face interactions
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
Account Manager
Passion Growers
Miami, Fl
05.2013 - 11.2016
- Oversaw account management for both Sam's Club and H.E.B, regularly communicating with store associates about upcoming client orders
- Assisted in securing new account and oversaw training of representatives at Walmart headquarters in Arkansas with their merchandising team
- Ensured quality control by conducting inspections of PO's and products prior to truck loading
- Kept track of orders, payments, and shipping for our operation
- Utilized data analysis of account details such as usage, sales data, and client feedback to improve comprehension of effectiveness and client needs.
- Updated account information and educated clients about new products, contributing to the delivery of excellent client service.
Front Desk Supervisor
Red Roof Inn
Gainesville, Fl
01.2010 - 04.2013
- Checked all hotel guests into and out of the hotel in a friendly and efficient manner
- Confirmed prepayment and payment method at check in & confirmed full payment for all check outs
- Reviewed room inventory for the day and informed the Front Desk team availability and rates
- Help implement company policies with all Front Desk Agents and assist when issues with reservations occurred
- Made sure that all their requests were taken care of and that they enjoyed a good stay at the hotel with no issues
- Arranged with Housekeeping staff that all guest requests were completed in a timely manner
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel
- Kept accounts in balance and ran daily reports to verify totals
- Performed concierge services for guests as needed.
Customer Service Representative
Advanced America
Gainesville, Fl
09.2009 - 12.2009
- Assisted in setting up new customer's account
- Was responsible for filing account information in accordance with company guidelines
- Made calls to customers to remind them of their payment due date and collected payment on any past due account.
Education
Masters -
University of Miami
Miami, FL05-2025
Bachelor's - Business, Psychology
University of Florida
Gainesville, FL12.2013
High School Diploma -
North Miami Senior High
North Miami, FL05.2009
Skills
- Business Development
- Operations Management
- Client Account Management
- Staff Development and Training
- Revenue Optimization
- Performance Analysis
- Conflict Management
- Employee Development
Timeline
Director of Rooms
Eden Roc
10.2020 - Current
Director of Operations
Fairwind Hotel Miami
03.2018 - 10.2020
Front Desk Manager
South Beach Plaza Hotel and Villas
12.2016 - 03.2018
Account Manager
Passion Growers
05.2013 - 11.2016
Front Desk Supervisor
Red Roof Inn
01.2010 - 04.2013
Customer Service Representative
Advanced America
09.2009 - 12.2009
Masters -
University of Miami
Bachelor's - Business, Psychology
University of Florida
High School Diploma -
North Miami Senior High
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