NATASHA SANTIAGO
Bayonne,NJ
Summary
Experienced hands-on hospitality professional with over 8 years in hospitality operations, guest services and front office leadership. Known for being dependable, solution-focused, and passionate about delivering high-quality service. Skilled in leading teams, improving processes, and creating positive guest experiences in fast-paced, high-end environments. Bringing a strong focused understanding of hospitality operations, financial operations, and cross-department collaboration. Building strong working relationships, keeping things running smoothly, and taking pride in helping teams grow and succeed.
Overview
11
11
years of professional experience
Work History
Assistant Director of Front Office
Fairmont Hotels and Resorts - The Plaza
08.2023 - 02.2025
- Led a team of six Front Office Managers, provided training, performance management, and schedule oversight.
- Developed and implemented SOPs to enhance service standards aligning with LQA Forbes and luxury expectations.
- Managed guest relations, resolving escalated concerns ensuring superior guest experience.
- Managed reservations, billing and guest requests.
- Oversaw procurement, expense management, and gift card transactions through Birchsheet and Givex.
- Led process improvements and cross-departmental collaboration for operational efficiency.
Assistant General Manager
HEI Hotels and Resorts - Hilton Garden Inn Chelsea
08.2021 - 08.2023
- Oversaw operational departments including Front Office, Housekeeping & Food and Beverage to ensure property runs smoothly and productively.
- Leveraged financial acumen by assisting with daily accounting duties, including income journals, AP, AR, cash management and tax compliance.
- Managed profitability and risk management by implementing cost controls and strategies effectively.
- Served as the Human Resources Coordinator responsible for hiring, conducting meetings and performance evaluations.
Front Office Manager
Highgate - NOMO Soho
03.2020 - 06.2020
- Solved problems timely and effectively by demonstrating a commitment to customer service and exceeding expectations.
- Ensured development of the team aligned with company’s culture and values while fostering a healthy, successful, and growing team, promoting tenure of employees.
Assistant Front Office Manager
Real Hospitality Group - MADE Hotel
07.2017 - 01.2020
- Provided leadership and best practices, both internally and externally, to ensure company success and productivity.
- Liasoned with Sales and Reservation team on rate structure to implement yield management policies and procedures.
- Oversaw guest reservations and monitored email inquiries.
Guest Service Agent
Firmdale - Crosby Street Hotel
04.2015 - 07.2017
- Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
- Collected room deposits, fees, and payments.
- Maximized revenue by upselling room upgrades and additional services.
- Handled cash transactions accurately, balancing daily reports at the end of each shift.
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
- Managed group bookings to ensure seamless organization of events and accommodations.
- Supported front desk team members during peak times, ensuring efficient operations under high-pressure situations.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
Front Desk Agent
M&R Hospitality - Holiday Inn JFK Airport
09.2013 - 01.2015
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
Education
AA. - Business Administration
Everest University
Tampa, FL05.2010
Skills
- Front Office Operations & Guest Services Management
- Hotel Operations & Staff Supervision
- Luxury Service Standards
- Process Improvement & SOP Development
- Talent Development & Training
- Performance Management
- Guest Satisfaction Tracking
- VIP Coordination
- Microsoft Office
- Google Docs
- Opera
- OnQ
- Birchstreet
Languages
Spanish
Native or Bilingual
Timeline
Assistant Director of Front Office
Fairmont Hotels and Resorts - The Plaza
08.2023 - 02.2025
Assistant General Manager
HEI Hotels and Resorts - Hilton Garden Inn Chelsea
08.2021 - 08.2023
Front Office Manager
Highgate - NOMO Soho
03.2020 - 06.2020
Assistant Front Office Manager
Real Hospitality Group - MADE Hotel
07.2017 - 01.2020
Guest Service Agent
Firmdale - Crosby Street Hotel
04.2015 - 07.2017
Front Desk Agent
M&R Hospitality - Holiday Inn JFK Airport
09.2013 - 01.2015
AA. - Business Administration
Everest University
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