Marianne Esperancilla
Jarrell,TX
Summary
Accomplished Senior Manager in hospitality with extensive experience leading teams both remotely and on-site across diverse regions. Demonstrates a strong commitment to identifying customer needs and delivering tailored solutions that consistently surpass expectations. Proficient in leveraging tools and resources to resolve issues, ensure quality, analyze market trends, and achieve service excellence. In an era increasingly influenced by AI, the focus remains on being the human heart of the industry, ensuring that technology serves humanity with empathy and understanding.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Management Trainee
Starbucks
Jarrell, TX
06.2025 - Current
- Training in daily operational tasks, ensuring efficient service and customer satisfaction.
- Trained new partners on store procedures and customer engagement techniques.
- Currently training in inventory management practices to reduce waste and optimize stock levels.
- Actively enhancing product knowledge among staff to improve sales performance and customer recommendations.
Senior Ambassador Manager
Marriott International
01.2022 - 01.2025
- Oversaw 4 Ambassador Managers and 50-60 Ambassadors, across regions
- Collaborated with HR in recruiting, interviewing, selecting, and hiring processes
- Member follow up to ensure resolution, resulting in FCRs and increased satisfaction
- Conducted one-on-one and team meetings for communication and alignment
- Updated teams on member promotions to boost program value
- Proactive outreach and utilized all provided resources for optimum results
- Increased member engagement by consistently rolling out new initiatives
- Oversaw team performance to ensure SLA with stakeholders were met or exceeded
- Provided updates to Program Leadership regarding team and program performance
- Spearheaded and customized training to increase productivity and customer service
Ambassador Manager
Marriott International
01.2016 - 01.2022
- Managed teams (15-20 associates), both remote and in-house
- Positive interactions with the Ambassador Service team to ensure loyalty
- Provided innovative and creative resolutions that resulted in customer satisfaction
- Helped my team navigate through challenging situations
- Analyzed KPI to identify strengths, areas for improvement and drive performance
- Fostered a harmonious work environment to promote team engagement
- Worked with Global Leadership to ensure alignment and cohesive functioning
- Conducted Ambassador Manager meetings and team meetings to discuss, brainstorm, and provide continuous improvements to our current department processes
- Monitored associate attendance, delivered coaching and disciplinary action
- Ensure both email and phone queues are monitored, and SLAs are met
- Cultivated leadership skills among my associates, resulting in 5 of my direct reports getting promoted to Ambassador Managers
Ambassador/Team Lead
Starwood Hotels and Resorts
08.2009 - 01.2016
- Evaluated over 500 quality assurance audits on emails and phone calls per month
- Assigned new members to each Ambassador in the global team
- Analyzed over-merged accounts in Starguest and created tickets for IT
- Collaborated with the Global Team
- Provided support to Managers and Ambassadors
- Functioned as the MOD in the absence of Managers
- Handled member escalations to ensure timely resolution
- Conducted weekly meetings for the 247 Ambassador Team
- Served as the single point of contact for Starwood's most loyal members and assist with travel needs
- Recognized each member's milestone events such as birthdays and anniversaries
- Advocated for the high value account members and worked closely with colleagues in the hotel
Education
BS - Hotel and Restaurant Administration
University of the Philippines
Skills
- Call center operations management
- Sales strategy development
- Skilled in delivering exceptional customer service via phone and email
- Proficient in Microsoft Office Suite
- Effective communication
- Strategic issue management
- Proficient in conducting behavioral interviews
- Candidate selection and integration
- Developing management training programs
- Industry knowledge expert
- Supporting professional development
Accomplishments
- Conducted Communications Training for 30 Ohio Ambassadors and 60 Texas Ambassadors
- Boosted employee engagement levels from below 10% to over 78%
- Increased employee retention from 85% to 95%, increasing stability and productivity
- Elevated Mystery Shopper and QA hotel quality scores from 50-60% to over 93%, showcasing a significant improvement in service standards
- Associate of the Month award recipient for 17 consecutive months, demonstrating consistent excellence and dedication
- Ambassador of the Year award recipient in 2013, recognizing outstanding contribution
- Selected as the Ambassador Department’s representative for the JAB Event in Austin, Texas
- Represented the Ambassador Department for the MGM Partnership Training in Las Vegas
Certification
- Food Safety First Principles
- Introduction to AI
- SQL Beginners Course
- Open AI for Project Managers
- Profit and Loss for Beginners
- Introduction to Excel
Languages
English
Native or Bilingual
Tagalog
Native or Bilingual
2013 Ambassador of the Year
Recognized for outstanding leadership, communication, and commitment to representing the Ambassador Department's and organization’s values. Selected from a pool of peers for consistently going above and beyond in engaging with clients, supporting team initiatives, and fostering a positive brand image. Demonstrated excellence in customer relations and exceeding guest expectations.
Timeline
Management Trainee
Starbucks
06.2025 - Current
Senior Ambassador Manager
Marriott International
01.2022 - 01.2025
Ambassador Manager
Marriott International
01.2016 - 01.2022
Ambassador/Team Lead
Starwood Hotels and Resorts
08.2009 - 01.2016
BS - Hotel and Restaurant Administration
University of the Philippines