Victoria Elena Minca Martinez

• Strategic business leader of the property's Rooms division while managing a team of 8 Managers and 2 Directors, overseeing over 100 ladies and gentlemen
• Overseeing Front Office, Guest Services, Club Lounge and Housekeeping operations to deliver excellent guest experience
• Overseeing the work of several third party agencies in Housekeeping and Club Lounge
• Work with the Hotel Manager to create and set guest satisfaction, department targets, department objectives, and financial benchmarks. with direct reports to develop and implement departmental strategies and ensures implementation of the brand service strategy and brand initiatives
• Achieved over 90% in Employee Engagement Satisfaction in Rooms Division for 2 years in a row
• Improved Elite Appreciation year after year by more than 10 points
• Oversee staffing and quality control methods of front desk, night audit, reservations, valet, housekeeping, concierge and bell staff to ensure a consistent and high-quality experience
• Achieved more than 1 Million Dollars in Rooms Upsells in 2021 and also in 2022, placing the hotel number 3 in the region for MILUX Hotels
• Implemented special packages for In Room Decoration and adding those to Real Time Reservations and generating revenue for the Guest Relations Department
• Achieved to be in the Top 3 Ritz Carlton Club Lounges in North America regarding Guest Satisfaction and Food and Beverage Satisfaction
• Actively participating in New Hire Orientation supporting HR Department
• Part of recruitment trip with HR department to recruit J1 Students for The Ritz Carlton South Beach and The Ritz Carlton Bal Harbor

• Managed a team of more than 40 ladies and gentlemen, 2 supervisors and 2 Managers on Duty
• Overseeing Concierge, Front Desk, Guest Relations and Call Center
• Maintained guest engagement and drove Ritz Carlton philosophy.
• Personally demonstrated commitment to guest services in responding promptly to guest needs
• Ensured all hotel staff, including new hires, know all components of guest relations and are trained to meet standards.
• Developed added value customer service programs.
• Empowered hotel staff to deliver guest service by encouraging and rewarding responsive guest assistance
• Ensured hotel standards and services contribute to delivery of consistent guest service
• Managed and improved guest satisfaction
• Directed staff to handle needs for individual guests to resolve issues and generate positive customer experiences
• Served as main point of contact for VIP guests and kept hotel departments briefed on individual requirements
• Regulated appropriate staffing levels to meet business and customer requirements.

• Managed a team of more than 12 ladies and gentlemen
• Managed a "small hotel" within a hotel while being in charge of Front Office and F&B operations
• Managed most exclusive venue of the hotel
• In charge of Guest Engagement and Satisfaction
• In charge of Entertainment Groups and Special Official Delegations
• Recruited, hired and trained to develop high-performing staff.

• Provided excellent customer service by being readily available/approachable for all guests.

• Strived to continually improve guest and employee satisfaction and maximize the financial performance of the department.

• Reviewed financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.

• Strived to maximize the financial performance of the department

• Provided excellent customer service by being readily available/approachable for all guests.

• Strived to continually improve guest and employee satisfaction.

• Managed a team of more than 10 ladies and gentlemen
• Managed the Pool bar and F&B Operations
• Managed the Pool Restaurant
• Scheduled activations and entertainment activities for guests and creating entertaining activities for children
• Assisted when needed Housekeeping operations
• Monitored pool area for violations and potential hazardous situations.
• Carefully observed people to monitor pool activities and member safety.
• Evaluated employees' daily job performance by adhering to development plans and personnel performance action plans.

• Perform Usual Front Desk Operations : Check in, Check out, Billing
• Daily audit of reservations through multiple reporting capabilities. Look for special requests, coding issues, billing requirements, and modifications. Processing of daily deposits, no shows and cancellations
• Perform other duties as required by Director of Revenue Management
• Assist Front Office and Guest Services operations, as needed.
• Attend scheduled meetings, as required, to support business operations, such as group pick up meetings, weekly operations meeting and sales meeting

• In charge of welcoming and overseeing the stay of the VIP’s
• In charge of the Member’s Lounge
• In charge of the lobby standards and Guest Relations Activations

• Performed the usual tasks as Guest Relations and Call Center agent
• Managed reservations and tour operators contacts
• Managed small group bookings
• Managed individual reservations