Leilani Santiago

Experience

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  SE Primary Care

  Jan 2011 - Jan 2017

  Executive Administrative Assistant

  Supported 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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  Nike

  Oct 2013 - Mar 2015

  Sales Associate
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  Caribe Hilton

  Aug 2014 - Nov 2016

  Front Desk Agent
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  Stoneworks Granite and Marble del Caribe

  Jun 2016 - Mar 2017

  Office Manager

  Generated 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. Show less

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  Kimpton Hotel Eventi

  Jan 2018 - Sept 2019

  Concierge

  Delivered 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. Show less

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  Hakkasan Group

  Apr 2019 - Oct 2019

  Hostess

  Warmly 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. Show less

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  Denihan Hospitality Group

  Sept 2019 - Oct 2020

  Guest Relations Manager

  Managed 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 Show less

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  SoJo Spa Club

  Jul 2020 - May 2022

  Managed 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. Show less

  • Guest Relations Manager

    Dec 2021 - May 2022

  • Guest Services Manager

    Jun 2021 - Dec 2021

  • Guest Services Supervisor

    Jul 2020 - Jun 2021
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  The St. Regis New York

  May 2022 - Dec 2022

  Rooms Operations Manager

  Led 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. Show less

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  LIVunLtd

  Jan 2023 - now

  Led 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. Show less Planned 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. Show less

  • Lifestyle Manager

    Mar 2024 - now

  • Lifestyle Manager

    Jan 2023 - Mar 2024