Maryann Castronovo
San Diego,USA
Summary
Dynamic hospitality professional with a proven track record at Hilton, excelling in customer service excellence and conflict resolution. Adept at anticipating guest needs and delivering personalized experiences, I thrive in fast-paced environments while maintaining professionalism and cultural sensitivity. Recognized for enhancing guest satisfaction and brand representation through effective communication and teamwork.
Overview
25
25
years of professional experience
Work History
Vacation Ambassador / Guest Experience Representative
Hilton
San Diego, CA
01.2024 - Current
- Delivered warm, attentive, and highly personalized guest service in a luxury hospitality environment, creating a welcoming and reassuring experience from first interaction through departure
- Anticipated guest needs and preferences, proactively offering solutions to enhance comfort, convenience, and satisfaction
- Maintained a calm, professional demeanor while managing high guest volume, time-sensitive requests, and competing priorities
- Demonstrated strong situational awareness, adapting communication style and service approach to diverse personalities and expectations
- Resolved guest concerns with diplomacy and empathy, consistently de-escalating situations and achieving positive outcomes
- Collaborated seamlessly with cross-functional teams to ensure smooth service delivery and continuity of guest experience
- Uphold brand standards, cleanliness, and presentation expectations reflective of a premium hospitality environment
- Trusted to represent the Hilton brand with discretion, professionalism, and emotional intelligence
Hospitality and Guest Services Experience
Hyatt
San Diego, CA
01.2010 - Current
- Delivered consistent, professional guest service in fast-paced, high-volume hospitality environments
- Balanced warmth and efficiency while managing time-sensitive guest needs and operational demands
- Demonstrated situational awareness and adaptability, adjusting service flow as conditions and priorities changed
- Resolved guest concerns promptly and professionally, maintaining brand standards under pressure
- Worked collaboratively within structured operating procedures while remaining flexible and service-oriented
- Maintained high standards of presentation, cleanliness, and preparedness aligned with premium service expectations
Marketing Consultant
AC Consultants
01.2016 - 01.2021
- Served as a primary point of contact for clients in high-expectation environments requiring clear communication and follow-through.
- Managed multiple priorities while maintaining attention to detail and professionalism.
Director of Development for Penny Marshall (Actress, Director, Producer)
Columbia Pictures / Universal Pictures/ Parkway Productions
New York City, CA
01.2003 - 01.2008
- Researched and sourced potential film and television projects to develop as directing vehicles.
- Drafted pitches for potential investors and additional producers.
- Edited and assessed potential of all film and television projects.
- Wrote story and script development notes for in-house projects and spec scripts.
- Developed the coveted internship program that exposed graduate students from UCLA, AFI, and USC to filmmaking from script to filming to distribution.
- Mentored graduate students on professional and personal goals and assisted in job placement.
Fine Dining Waitress
Le Parker Meridian Hotel/ Thompson Central Park New York
New York City
01.2001 - 01.2004
- Delivered high-touch, personalized service in a fast-paced luxury dining environment serving high-profile, international, and VIP clientele
- Anticipated guest needs with discretion, precision, and cultural sensitivity, ensuring a seamless and refined experience
- Executed fine dining service standards including multi-course timing, wine service, tableside presentation, and special dietary accommodations
- Maintained calm professionalism under pressure, managing multiple tables while upholding impeccable service quality
- Demonstrated strong situational awareness, adjusting service flow in response to guest preferences and pacing
- Collaborated closely with kitchen, bar, and management teams to ensure flawless execution and guest satisfaction
- Handled guest concerns with diplomacy and solution-focused communication, consistently achieving positive outcomes
- Uphold strict cleanliness, safety, and presentation standards in alignment with luxury hospitality expectations
Education
Bachelor of Arts -
University of California, Irvine
Certificate of Counseling -
University of California, San Diego
Skills
- Customer Service Excellence
- Brand representation
- Safety Awareness and Compliance
- Clear Verbal Communication
- Conflict Resolution and De-escalation
- Calm Under Pressure
- Team Collaboration
- Situational Awareness
- Multitasking in Fast-paced Environments
- Guest and Inflight Service Mindset
- Professionalism and Reliability
- Cultural Sensitivity and Inclusivity
Accomplishments
Professional Distinctions
Recipient of multiple writing and journalism honors for excellence in communication.
Recipient of multiple writing and journalism honors for excellence in communication.
Additional Qualifications
- Comfortable working early mornings, long shifts, and changing schedules.
- Confident delivering clear verbal communication to individuals and groups.
- Strong situational awareness and ability to remain calm under pressure.
- Team-oriented with a strong commitment to safety and service excellence.
Timeline
Vacation Ambassador / Guest Experience Representative
Hilton
01.2024 - Current
Marketing Consultant
AC Consultants
01.2016 - 01.2021
Hospitality and Guest Services Experience
Hyatt
01.2010 - Current
Director of Development for Penny Marshall (Actress, Director, Producer)
Columbia Pictures / Universal Pictures/ Parkway Productions
01.2003 - 01.2008
Fine Dining Waitress
Le Parker Meridian Hotel/ Thompson Central Park New York
01.2001 - 01.2004
Bachelor of Arts -
University of California, Irvine
Certificate of Counseling -
University of California, San Diego