Luz Santana Email & Phone Number

Austin, Texas, United States

Houston, Texas

Marriott Marquis Houston

Houston, Texas

Event Manager for the Houston Marriott Medical Center/Museum District Hotel.

San Juan

• Contact person for VIP and high profile guest such as Companies CEO’s, Celebrities, Sport athlete, etc.• Slashed annual amenities costs $100K by looking for nicest and less expensive gifts for guests to reduce costs and improve engagement.• Ensure accuracy of rooming lists, groups, arrivals, amenities, etc.• Ensure compliance to various brand standards and managed work accordingly. • Monitor all quality issue complains, investigated issues and implemented required training programs. • Stay informed about hotel events and activities.• Hire and train front of the house employees in performing efficient work. • Supervise and oversee all the duties performed by all employees of Front of the House, six departments.• Discipline, counsel and coach employees if necessary, using proper techniques and documentation as instructed by Human Resources (HR)• Monitor daily and facilitate proper training to excel service levels provided by employees to guest and fellow employees.• Prepare employees schedules according to forecasts and occupancy levels.• Monitor and supervise that all employees follow proper cash handling procedures.

San Juan, Puerto Rico

• Generated $825K with a successful implementation of the pre-arrival email process in guest relations. In the first year of implementation the department exceeded its revenue goal by 70% for this program. • Managed pre-arrival revenue for more than $500,000.00 on an annual basis• In charge of following up on our VIP guest requests• Ensure guest recognition, engagement and amenities• Handle reports for Guest Incidents and Internal Incidents• Provide support to the Front Office supervisor and Manager• Trainer for all of the Front Office employees

San Juan, Puerto Rico

• Train new servers and handle testing for their certification• Handled restaurant supplies requisitions as needed• Offered lateral services at other food & beverage outlets like the Lobby Lounge, the Sushi bar, Room Dining, and Banquets department.

San Juan, Puerto Rico

• Responsible for the launch of the Go Red for Woman campaign in Puerto Rico• Wrote press releases as well as correspondence• Translated documents from English to Spanish and vice versa• Assisted Communication Department with our annual Heart Walk and Heart Ball events, which included the coordination of the Press Conference • In charge of coordinating the participation of celebrities in events• Program Coordinator for the Heart to Heart Health Initiative

Bachelor Of Arts (B.A.), Social Science And Communication

Master Of Arts (M.A.), Public Relations/Image Management

Activities and Societies: International Public Relations Trip ExperienceParticipated one educational week in Spain to gain insights.