MARIA NAVARRETE

• Direct support to hotel General Managers in daily operations, decision-making, and incident resolution.
• Acted as substitute GM in their absence, assuming full leadership responsibilities.
• Monitored budgets, financial KPIs, and implemented cost-optimization strategies.
• Coordinated staff performance evaluations and departmental compliance with service standards.
• Ensured adherence to company policies on quality, sustainability, and occupational health & safety.
• Conducted regular hotel audits and reported performance to corporate HQ.
• Led recruitment, onboarding, training, and evaluation of hotel staff.
• Fostered a cohesive and positive working environment across multiple hotel units.
• Handled guest satisfaction issues, critical incidents, and service recovery strategies.
• Participated in strategic meetings and coordinated internal/external audits.
• Tracked KPIs and generated performance reports for senior management.

• Sourced and evaluated residential and luxury properties for international clients.
• Assessed property market value based on location, size, condition, and amenities.
• Advised buyers and sellers on legal, financial, and tax aspects of real estate transactions.
• Designed and implemented property marketing strategies via online portals and social media.
• Negotiated terms and conditions of sales agreements to ensure client satisfaction.
• Handled full documentation process including public deeds, contracts, and permits.
• Coordinated property viewings, meetings with stakeholders, and legal representatives.
• Provided after-sales support to foster long-term client relationships.

• Assisted the General Manager in overseeing daily hotel operations and departmental coordination.
• Provided daily performance reports and ensured seamless interdepartmental communication.
• Supported the Marketing team managing online platforms (Booking.com, Expedia, TripAdvisor, social media).
• Controlled and supervised department heads, ensuring alignment with brand standards.
• Managed the GMs agenda, prepared documentation, and translated materials (Spanish, English, German).
• Attended strategic meetings and assisted in budget planning and operational monitoring.
• Acted as manager-in-charge in the absence of senior leadership.
• Analyzed departmental performance and assigned daily operational tasks.
• Ensured guest satisfaction through operational efficiency and service consistency.

• Managed guest experience and relations for both local and international clientele.
• Ensured 5-star service delivery and coordinated closely with reception and housekeeping.
• Anticipated guest needs, addressed service issues promptly, and ensured VIP guest satisfaction.
• Monitored online reviews and implemented service improvement plans based on guest feedback.
• Directed a team of front desk agents and concierges, ensuring adherence to SOPs.
• Built strong relationships with repeat guests and encouraged guest loyalty.
• Managed room allocations and ensured all check-ins were seamless and personalized.

• Managed check-in/check-out, phone inquiries, and agency billing.
• Handled guest complaints and coordinated arrivals with different departments.
• Processed payments, managed room allocations, and supported front office administration.

• Provided multilingual front desk support and resolved guest issues.
• Managed reservations and billing processes.
• Developed cross-cultural communication skills in a fast-paced hotel environment.