Michele Martinez
DAVIE,FL
Summary
Dynamic hospitality professional with over 8 years of experience at Concord Hospitality Enterprises, specializing in team leadership, guest relations, and operational excellence. Proven success in boosting guest satisfaction scores by 20% through service quality improvements and team engagement initiatives. Skilled in optimizing workflows and resource allocation, reducing operational costs by 10% while maintaining top-tier service standards. Recognized for developing collaborative, high-performing teams and creating a positive workplace culture that drives retention and performance.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Director of Guest Experiences
Wyndham Grand Jupiter
07.2025 - Current
- Directed operational strategies to enhance guest satisfaction and improve service delivery.
- Oversaw budget management, ensuring alignment with financial goals and resource allocation.
- Implemented staff training programs to elevate service standards and employee engagement.
- Collaborated with cross-functional teams to streamline hotel operations and optimize processes.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
Regional Task Force Manager
Concord Hospitality Enterprises
09.2023 - 06.2025
- Foster a collaborative environment among team members, enhancing communication and morale, and contributing to a cohesive work culture.
- Managed budgets and resources effectively, ensuring optimal utilization for maximum results.
- Acting GM for 5 months (AC Clearwater)
- Successfully spearheaded and moved (AC Clearwater) Guest Score Satisfaction from 58% in May 2024 to 69% in August 2024.
- Led cross-functional teams to execute high-impact projects enhancing operational efficiency.
- Streamlined communication processes, improving collaboration among departments and stakeholders.
Director of Operations
Ramada West Palm Beach
03.2023 - 08.2023
- Oversaw daily operations, ensuring timely completion of tasks and projects.
- Assisted the GM in overseeing day-to-day operations of the 154 Room Property.
- Hired, trained, and supervised employees across various departments.
- Responsible for ordering/budgeting front desk and housekeeping supplies.
- Facilitated End of Month.
- Organized regular inventory counts to keep records accurate and identify supply needs.
- Prepared team schedules with a focus on maintaining optimal employee coverage for business needs.
Operations Manager
Courtyard Clearwater Beach
10.2022 - 03.2023
- Acted as a liaison between GM and staff; Assisted the GM in overseeing day-to-day operations of the 139 Room Property.
- Responded to guest inquiries and special requests; resolved issues and concerns in a timely, and efficient manner.
- Conducted staff meetings to review work activities and drive continuous improvement.
- Maintained financial and administrative controls, accurately tracking funds and keeping records current.
- Managed and coordinated the activities of hotel staff.
Dual Manager in Training/Operations Manager
Aloft & Element, Westin
01.2022 - 10.2022
- MIT program provided hands-on learning via a 6–9-month rotation through the various leadership positions in a hotel.
- Supported all aspects of the operation, including associate and guest satisfaction, administration, and human resources.
- Implemented brand standards across all departments, leading to noticeable improvements in guest feedback and service quality.
- Facilitated the successful opening of AC Hotel Clearwater Beach.
- Task Force assignments in Feb. 2022 with Ramada WPB (Airport) & April 2022 with the AC St. Louis, Central West End.
Human Resources Administrator
ALOFT DELRAY BEACH
01.2021 - 01.2022
Reservation Coordinator/Front Office Supervisor
HILTON FORT LAUDERDALE BEACH RESORT
01.2018 - 01.2020
Reservation Agent/Front Office Agent
HYATT PIER 66 HOTEL AND MARINA
01.2017 - 01.2018
Administrative Assistant
BDO USA, LLP
01.2016 - 01.2017
Executive Assistant
GRANT THORNTON LLP
01.2010 - 01.2015
Education
B.B.A. - Hospitality & Tourism Management
FLORIDA ATLANTIC UNIVERSITY
Fort Lauderdale, FL12.2021
Associate of Arts - undefined
PALM BEACH STATE COLLEGE
Lake Worth, FL08.2010
Skills
- Fosse
- OPERA Cloud
- Human Resources
- Lightspeed
- Payroll Management
- Organizational skills
- Team Management
- Microsoft office proficiency
- Brand standards adherence
- Relationship building
Certification
- Leadership & Development I, Concord Hospitality, 2022
- Hospitality & Tourism Management, Florida Atlantic University
- Real Estate 63-Hour Sales Associate Pre-License, Gold Coast Schools
- Microsoft Excel Associate Certification, Microsoft Office Specialist Excel and Excel 2019, Fort Lauderdale, FL
Languages
Spanish
Timeline
Director of Guest Experiences
Wyndham Grand Jupiter
07.2025 - Current
Regional Task Force Manager
Concord Hospitality Enterprises
09.2023 - 06.2025
Director of Operations
Ramada West Palm Beach
03.2023 - 08.2023
Operations Manager
Courtyard Clearwater Beach
10.2022 - 03.2023
Dual Manager in Training/Operations Manager
Aloft & Element, Westin
01.2022 - 10.2022
Human Resources Administrator
ALOFT DELRAY BEACH
01.2021 - 01.2022
Reservation Coordinator/Front Office Supervisor
HILTON FORT LAUDERDALE BEACH RESORT
01.2018 - 01.2020
Reservation Agent/Front Office Agent
HYATT PIER 66 HOTEL AND MARINA
01.2017 - 01.2018
Administrative Assistant
BDO USA, LLP
01.2016 - 01.2017
Executive Assistant
GRANT THORNTON LLP
01.2010 - 01.2015
Associate of Arts - undefined
PALM BEACH STATE COLLEGE
B.B.A. - Hospitality & Tourism Management
FLORIDA ATLANTIC UNIVERSITY