Natalie Diaz
Miami,FL
Summary
Dynamic and results-driven professional with a strong background in hospitality, customer service, and management. Recognized for excellence in leadership, with a proven track record of driving operational efficiency, enhancing guest satisfaction, and mentoring teams. Received notable awards for performance, demonstrating my commitment to success in both academic and professional environments. Bilingual and experienced in managing high-performing teams, attention to detail, and a passion for achieving corporate goals.
Overview
7
7
years of professional experience
Work History
Spa Director
JW Marriott Marquis / NFC Amenities
Miami, USA
08.2022 - Current
- Managed payroll and scheduling for a team of over 15 employees, ensuring timely and efficient staffing, resulting in a 10% reduction in labor costs while maintaining excellent service levels
- Oversee daily transactions and spa operations, enhancing operational efficiency and contributing to a 15% increase in revenue by optimizing service flow and reducing downtime
- Led hiring and interviewing processes, successfully onboarding high-performing team members, reducing turnover rates by 20%, and strengthening overall team cohesion
- Ensured top-tier guest management and service quality, addressing guest concerns and enhancing satisfaction scores by 12%, contributing to overall spa success
- Directed inventory management and restocking of spa products, esthetician necessities, liquor, and snack amenities, improving inventory accuracy by 25% and ensuring consistent availability for premium guest experiences and service efficiency for staff
Floating Manager
NFC Amenity Management
Miami, USA
08.2020 - 08.2022
- Oversaw operations across multiple locations, quickly adapting to different teams and environments, ensuring consistent service standards and smooth operations at each property
- Provided on-the-spot leadership and support for teams in need, improving operational efficiency by 15% during peak times and enhancing overall guest experiences
- Trained and mentored staff at various properties, enhancing service delivery consistency and reinforcing brand standards across all locations
- Coordinated cross-location initiatives, streamlining processes and improving communication between teams
Lead Concierge
NFC Amenities
Miami, USA
01.2018 - 08.2020
- Managed guest services and concierge requests, delivering personalized experiences that resulted in a 15% improvement in guest satisfaction scores
- Led a team of concierge staff, coordinating schedules and optimizing performance, which enhanced service efficiency and reduced wait times by 20%
- Handled high-profile guest interactions, resolving issues quickly and effectively
- Trained and mentored concierge staff, improving service standards and elevating the overall guest experience across the property
Education
Associate of Arts - Business Administration And Management
Miami Dade College
Miami, FL05.2021
Skills
- Leadership & Team Management
- Financial Acumen
- Sales & Revenue Growth
- Human Resources
- Bilingual Communication
Timeline
Spa Director
JW Marriott Marquis / NFC Amenities
08.2022 - Current
Floating Manager
NFC Amenity Management
08.2020 - 08.2022
Lead Concierge
NFC Amenities
01.2018 - 08.2020
Associate of Arts - Business Administration And Management
Miami Dade College
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