Leilani Santiago work email
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Hospitality Professional | Dedicated to Guest Satisfaction & Operational ExcellenceWith over 10 years of experience in the hospitality industry, I thrive on creating memorable guest experiences, driving operational improvements, and building teams that embody service excellence. From luxury hotel management to boutique property operations, I’ve honed my skills in ensuring seamless guest interactions, enhancing brand loyalty, and optimizing daily operations for efficiency and profitability.I’m passionate about delivering top-tier customer service and fostering environments where guests feel welcomed and valued. Whether I’m managing front-of-house operations, streamlining back-end processes, or leading cross-functional teams, my goal is to exceed guest expectations and contribute to the business's overall success.Key strengths include:Guest Experience Management: Ensuring personalized, top-quality service that exceeds expectations.Team Leadership & Development: Building high-performing teams focused on service excellence.Operational Efficiency: Implementing processes that optimize efficiency without compromising quality.Problem Solving: Anticipating guest needs and resolving issues quickly to ensure satisfaction.I’m always looking to leverage my experience in innovative ways that improve the guest experience and business operations. Let's connect to discuss how I can contribute to your team’s success!
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Event ManagerLv Event DesignsMiami, Fl, Us
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Lifestyle ManagerLivunltd Mar 2024 - PresentMiami, Florida, United StatesLed Front Desk Team to ensure seamless guest interactions, providing top-tier customer service and maintaining a welcoming environment for residents and guests.Managed Amenities across the property, ensuring they were well-maintained and met the needs of residents, enhancing their overall living experience.Developed and Executed Event Programming, from concept to execution, creating memorable resident events that fostered community engagement and satisfaction.Oversaw Fitness Programming, coordinating with fitness professionals and ensuring facilities were optimized for resident use and enjoyment.Handled Resident Complaints swiftly and effectively, resolving issues to maintain high levels of resident satisfaction and retention.Managed Package Room Operations efficiently, ensuring timely and accurate handling of resident deliveries.Assisted Residents with Move-In Process, coordinating logistics and providing personalized support to ensure a smooth and welcoming transition.Collaborated with the Service Team to ensure apartments were move-in ready, conducting inspections to meet high standards of quality and cleanliness.Performed Move-In Inspections to guarantee that new residents were welcomed to a pristine, fully-functional living space. -
Lifestyle ManagerLivunltd Jan 2023 - Mar 2024New York, United StatesPlanned and Executed 6+ Events Monthly for residents across two luxury residential buildings on Wall Street, creating engaging and diverse experiences to foster a vibrant community.Fostered a Strong Community Environment among residents by organizing social events and personalized activities that enhanced interaction and resident satisfaction.Collaborated with Local Vendors to bring unique experiences and services to residents, building strong partnerships that added value to the residential lifestyle.Handled Concierge Requests, including restaurant reservations, ticket bookings, and other personalized services, ensuring residents received top-notch, seamless assistance.
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Rooms Operations ManagerThe St. Regis New York May 2022 - Dec 2022Led and supervised the housekeeping team to maintain high cleanliness standards across all guest rooms and public areas, ensuring a consistent luxury experience.Developed and implemented housekeeping schedules and protocols to optimize efficiency and minimize guest disruption while maintaining service quality.Conducted regular inspections of rooms and facilities to ensure compliance with safety and sanitation standards.Collaborated closely with the maintenance and front office teams to ensure swift resolution of guest requests and any operational issues.Trained and mentored staff, providing ongoing coaching and feedback to enhance performance and service levels.Handled guest complaints related to housekeeping services, ensuring timely and satisfactory resolutions.Acted as Manager on Duty, overseeing the entire property’s operations during designated shifts, including handling guest escalations, staff coordination, and ensuring a seamless guest experience.Coordinated with all department heads to address any operational challenges, ensuring high standards of service across the property. -
Guest Relations ManagerSojo Spa Club Dec 2021 - May 2022Managed day-to-day operations of the reservation center, ensuring all bookings and inquiries were handled efficiently and accurately.Supervised and coached a team of reservation agents, providing ongoing training, performance feedback, and development opportunities to enhance service quality and team productivity.Monitored call performance metrics (e.g., response times, booking accuracy, customer satisfaction) to ensure the team met or exceeded targets.Developed and implemented process improvements to streamline the reservation process, improve customer experience, and increase operational efficiency.Collaborated with the sales and marketing teams to ensure promotions, availability, and pricing were up-to-date and effectively communicated to the reservation staff.Resolved escalated customer issues and special requests, providing personalized solutions to ensure guest satisfaction.Maintained accurate records and reporting on reservation statistics and performance, presenting key insights to senior management. -
Guest Services ManagerSojo Spa Club Jun 2021 - Dec 2021
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Guest Services SupervisorSojo Spa Club Jul 2020 - Jun 2021
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Guest Relations ManagerDenihan Hospitality Group Sep 2019 - Oct 2020New York, New YorkManaged and enhanced the VIP guest experience by providing personalized service and ensuring all special requests were met to exceed guest expectations.Built and maintained strong relationships with luxury travel agencies and high-end concierge services, ensuring seamless coordination for VIP guest bookings and stays.Collaborated closely with the sales and marketing teams to curate exclusive offers and experiences tailored to VIP guests, driving guest satisfaction and loyalty.Coordinated pre-arrival preparations and personalized itineraries for VIP guests, ensuring every aspect of their stay was meticulously planned and executed.Acted as the primary point of contact for VIP guests, handling all communications, addressing requests, and resolving any issues with discretion and professionalism.Worked closely with all departments, including housekeeping, food & beverage, and concierge, to ensure the highest standards of service were provided to VIP guests.Monitored guest feedback and satisfaction, implementing service improvements where needed to enhance the overall guest experience -
HostessHakkasan Group Apr 2019 - Oct 2019New YorkWarmly greeted guests upon arrival, providing a professional and welcoming first impression in line with the restaurant's high standards.Managed reservations and seating arrangements, optimizing table turnover while maintaining a balanced and enjoyable dining experience for guests.Coordinated closely with the service and kitchen teams to ensure smooth operations and timely service for guests.Handled guest inquiries and special requests with attentiveness and efficiency, ensuring a personalized and high-quality guest experience.Assisted in managing VIP guest bookings and preferences, ensuring top-tier service for high-profile guests.Maintained the cleanliness and presentation of the reception and waiting areas, contributing to the overall upscale atmosphere of the restaurant. -
ConciergeKimpton Hotel Eventi Jan 2018 - Sep 2019New York, New YorkDelivered exceptional guest service as the first point of contact, providing a warm and professional welcome to all guests in a luxury boutique setting.Managed check-in and check-out processes efficiently while ensuring personalized guest experiences tailored to individual preferences.Assisted guests with concierge services, including restaurant reservations, theater tickets, transportation arrangements, and personalized recommendations for local attractions, delivering curated NYC experiences.Developed strong relationships with local vendors, restaurants, and entertainment providers to offer exclusive services and access for guests.Handled guest requests and inquiries promptly, resolving any issues with professionalism to ensure guest satisfaction and loyalty.Collaborated with the housekeeping and maintenance teams to address guest concerns and ensure rooms met the highest standards of quality and comfort.Managed billing and guest accounts, ensuring accuracy and resolving any discrepancies efficiently.Proactively anticipated guest needs, providing personalized recommendations and tailored services to enhance their stay.
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Office ManagerStoneworks Granite And Marble Del Caribe Jun 2016 - Mar 2017Caguas, PrGenerated performance metrics reports to identify opportunities for improvement and drive operational efficiency.Reviewed contracts, billing, and accounts payable, ensuring accuracy and compliance with regulatory standards.Ensured regulatory compliance across all financial operations.Provided training and mentorship to junior team members, enhancing their skills and contributing to their professional development.Revitalized the past due account process, successfully bringing 75% of delinquent accounts up to date. -
Executive Administrative AssistantSe Primary Care 2011 - 2017Maunabo, PrSupported the President and CEO by performing a range of administrative functions to facilitate smooth operations.Made travel arrangements and organized logistics to ensure efficient itineraries.Managed and maintained executives’ schedules and calendars, coordinating with internal teams and Health Insurance partners.Assisted in setting up monthly meetings and coordinating employee routes to optimize communication and workflow.
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Front Desk AgentCaribe Hilton Aug 2014 - Nov 2016San Juan, Puerto Rico -
Sales AssociateNike Oct 2013 - Mar 2015San Juan, Pr
Leilani Santiago Skills
Leilani Santiago Education Details
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Hospitality Administration/Management -
Public Relations, Advertising, And Applied Communication
Frequently Asked Questions about Leilani Santiago
What company does Leilani Santiago work for?
Leilani Santiago works for Lv Event Designs
What is Leilani Santiago's role at the current company?
Leilani Santiago's current role is Event Manager.
What is Leilani Santiago's email address?
Leilani Santiago's email address is ls****@****lub.com
What schools did Leilani Santiago attend?
Leilani Santiago attended Johnson & Wales University, University Of Puerto Rico-Rio Piedras.
What skills is Leilani Santiago known for?
Leilani Santiago has skills like Leadership, Multitasker, Stressful Situations, Energetic, Calendaring, Running Errands, Microsoft Powerpoint, Front Office, Customer Satisfaction, Communication Skills, English, Office Administration.
Who are Leilani Santiago's colleagues?
Leilani Santiago's colleagues are Emmanuel Wargniez, Bethany Hiwale, Dana Duke, Ashtyn Murphy, Mohamed Guernah, Olamiposi Lawal, Ariel Guerrero.
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Leilani Santiago
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