Front Desk Guest Services

VIVIANA MARIN VERGARA

Miami, Florida, USA 786-***-**** ️ *******.******@*****.***

PROFESSIONAL SUMMARY

Dynamic and results-driven hospitality leader with a strong background in hotel operations, front desk management, and guest services. Proven ability to lead cross-functional teams, optimize hotel performance and deliver memorable guest experiences. Former attorney with exceptional organizational, innovative solution and communication skills. Passionate about elevating service standards and team engagement.

In my career in the hospitality industry, I developed a deep commitment to service excellence and to creating memorable experiences for the guest. The most important thing is “each interaction has become an opportunity to make a positive and lasting experience”. I anticipate thinking about guests needs, exceed expectations, and provide a warm, personalized and professional service. This philosophy has guided every step of my career and it’s the signature that I try to deliver in all my teams, it continues to fuel my passion for delivering genuine high-quality hospitality.

PROFESSIONAL EXPERIENCE

Santander Bank – Santiago, Chile

Attorney at Law Sep 2013 – Jan 2019

● Assisted with legal documentation, research and case preparation for the bank’s legal department.

● Supported attorneys in the timely and accurate completion of legal tasks.

● Handled confidential client information and maintained organized case files. Fairmont Hotel – Austin, TX

Front Desk Agent Jan 2019 – Nov 2019

● Provided excellent customer service to ensure a positive guest experience.

● Managed check-ins, check-outs, and reservations using hotel software.

● Resolved guest inquiries and concerns professionally.

● Handled financial transactions and collaborated with other departments. Homewood Suites by Hilton & Hampton by Hilton – Austin, TX Front Desk Manager Dec 2019 – Nov 2020

● Supervised front desk staff and ensured hospitality standards were met.

● Addressed guest concerns, maintained financial records, and assigned shifts.

● Led guest recovery efforts and trained new front desk agents.

● Create the schedule for the week

Hermitage Hotel – Nashville, TN

Housekeeping Assistant Manager Jan 2021 – Nov 2023

● Managed operations as Manager on Duty on weekends.

● Create the projects during the week. (Public area, Room attendant and Houseman).

● Generated vendor orders and inventory monthly.

● Led daily team briefings and submitted daily operational reports. CitizenM Hotel – Austin, TX

Operations Manager Nov 2023 – Aug 2024

● Create the schedule based on the forecast report.

● Check the areas and make the reports of the areas in case they need attention.

● Maintained inventories and supervised maintenance projects.

● Control the inventory and vendor orders.

● Led daily team briefings and submitted daily operational reports.

● Rooms inspection.

South Beach Hotel Group – Miami, FL

General Manager Nov 2024 – Present

● Overlook and develop through key departments: front desk, housekeeping, F&B, maintenance.

● Lead guest service initiatives and conflict resolution.

● Budget planning, HR support, and sales strategy.

● Active participation in managerial training programs across multiple properties of the group: Hotel Shelley, Chesterfield Hotel, Whitelaw Hotel and Lounge, Posh South Beach Hostel, Tradewinds Apartments, and Miami Beach Woman’s Club.

● Support in the planning, organization, and execution of social and corporate events at Miami Beach Woman’s Club and other venues.

● Coordination of cross-functional teams to ensure successful experiences for guests and event attendees.

● Development of skills in budget management, inventory control, and public relations.

● Lead Front Office, Housekeeping and Maintenance departments.

● Focused on team motivation, guest satisfaction and financial performance. EDUCATION

Andres Bello National University – Santiago, Chile

● Law Degree, Faculty of Legal Sciences (2005–2010)

● Bachelor’s in Communications and Journalism (2016–2019) Jose Marti Perez University – Sancti Spiritus, Cuba

● Degree in Administration (2018–2019)

Forbes Travel Guide Online Hospitality Webinar - Leadership

● Hospitality Leader 2025 - 2026

LANGUAGES

• English – Fluent

• Spanish – Native, professionally qualified

SKILLS

● Excellent customer service skills ensuring customer satisfaction.

● Bilingual proficiency in English and Spanish.

● Strong computer and hotel management software skills.

● Exceptional writing and communication abilities.

● Interpersonal skills and positive team collaboration.

● Time management and task prioritization.

● Strong organizational and multitasking abilities.

● Attention to detail in all aspects of hotel operations.

● Effective problem-solving and guest recovery skills.

● Excellent memory and guest preference retention.

● Professional communication with upper management and providers.

● Proficiency in Multi-Property Management

● Experienced in Events organization at Miami Beach Women’s Club

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