NADIA SANTACRUZ
Page,USA
Work Preference
Summary
Dynamic and results-driven Hospitality Leader with extensive experience overseeing hotel operations, food and beverage branding, and guest satisfaction within luxury and select-service environments. Recognized for transforming assets into award-winning properties through strong financial acumen, operational discipline, and a passion for service excellence. Proven ability to lead diverse teams, drive revenue growth, and deliver exceptional profitability while maintaining top-tier brand compliance and guest satisfaction metrics.
Overview
14
14
years of professional experience
Work History
General Manager
Hyatt Place Page/Lake Powell – Crescent Hotels & Resorts
11.2019 - Current
- Oversee full-scale hotel operations including Rooms, F&B, Engineering, and Sales, ensuring alignment with Hyatt and Crescent Hotels & Resorts brand standards.
- Lead and mentor a 45+ person team, fostering a high-performance culture centered on accountability, engagement, and guest experience.
- Developed and launched The Prickly Pear Kitchen, the hotel’s signature restaurant concept featuring Sonoran-inspired cuisine, elevated mixology, and locally influenced menus that redefined the guest dining experience.
- Improved Guest Satisfaction Scores significantly, earning Crescent’s Most Improved GSS Property Award (2019).
- Directed budgeting, forecasting, and P&L management, achieving consistent GOP growth and a record 94% flow-through in 2024.
- Partnered with ownership and corporate leadership on CapEx planning, PIP execution, and property enhancements, ensuring operational excellence and asset value growth.
- Strengthened community partnerships and implemented innovative marketing initiatives to boost F&B capture rates and elevate the hotel’s local brand presence.
- Recognized as Crescent’s General Manager of the Year (2023) for operational excellence and leadership impact.
Director of Operations
Hyatt Place Page/Lake Powell – Crescent Hotels & Resorts
05.2019 - 11.2019
Executive Housekeeper
Hyatt Place Page/Lake Powell – Crescent Hotels & Resorts
02.2018 - 05.2019
Restaurant Supervisor / Mixologist / Trainer
Amangiri
01.2012 - 01.2018
- Led daily front-of-house operations in a world-class luxury resort environment, ensuring five-star service delivery in alignment with Aman standards.
- Oversaw beverage operations, including inventory control, cost management, and bar organization to optimize profitability and compliance.
- Designed and executed high-end handcrafted cocktail menus featuring premium spirits, local ingredients, and creative presentations.
- Conducted comprehensive team training programs focused on food and beverage knowledge, upselling techniques, and elevated service etiquette.
- Partnered with the culinary team to develop and pair food and beverage menus, enhancing the overall guest dining experience.
- Recognized for leadership, innovation, and contribution to maintaining Amangiri's reputation as one of the top luxury destinations in North America.
Education
Technical Degree - Electromechanics
CBTis 106
Cananea, Sonora, Mexico01.1996
Engineering in Computer Systems
Instituto Superior de Cananea
Cananea, Sonora, Mexico01.2000
Skills
- Strategic Hotel & F&B Operations Management
- Financial Analysis & Budget Oversight
- Staff Development & Leadership
- Brand Compliance & Quality Assurance
- CapEx/OpEx Planning & Project Management
- Guest Experience & GSS Optimization
- Culinary Innovation & Beverage Program Design
- Inventory & Cost Control
- Community Engagement & Local Partnership Development
- Revenue & Sales Strategy
- Crisis Management & Operational Resilience
Accomplishments
Key Accomplishments
- Built and developed strong, successful teams with a focus on accountability, empowerment, and cross-departmental collaboration.
- Reduced costs and optimized labor without compromising service quality through strategic scheduling and operational efficiency.
- Hands-on leadership style fostering mentorship and continuous improvement across all departments.
- Established partnerships with local vendors and community partners to create unique guest experiences, elevating the sense of place and overall stay.
Awards & Recognition
Most Improved Guest Satisfaction Score (GSS) Property – Crescent Hotels & Resorts, 2019, General Manager of the Year – Focus Service Brand – Crescent Hotels & Resorts, 2023, Highest Flow-Through Achievement (94%) – Crescent Hotels & Resorts, 2024
Languages
Spanish
Native or Bilingual
Interests
Local vendor partnerships, culinary R&D, specialty coffee & mixology, desert hiking,
Southwest culture, event styling, foodie travel
Software
Opera Cloud PMS, Envision, M3 Accounting, BirchStreet Procurement, Fintech Beverage Management, Envision Maintenance, UKG HRIS, Microsoft Office, STR Reporting
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Success is often achieved by those who don’t know that failure is inevitable.
Coco Chanel
Timeline
General Manager
Hyatt Place Page/Lake Powell – Crescent Hotels & Resorts
11.2019 - Current
Director of Operations
Hyatt Place Page/Lake Powell – Crescent Hotels & Resorts
05.2019 - 11.2019
Executive Housekeeper
Hyatt Place Page/Lake Powell – Crescent Hotels & Resorts
02.2018 - 05.2019
Restaurant Supervisor / Mixologist / Trainer
Amangiri
01.2012 - 01.2018
Engineering in Computer Systems
Instituto Superior de Cananea
Technical Degree - Electromechanics
CBTis 106