Susana Mendoza Cárdenas

• Promoted from Manager to Senior Manager in April 2025.
• Oversee F&B data analytics, including the review of F&B monthly reports, and the continuous enhancement of F&B dashboards.
• Drive operational efficiency by developing and implementing procedures and guidelines, with a focus on service standards and sustainability.
• Support pre-opening hotels with the approval of SOPs and other documents in Taskworld.
• Development and implementation of training programs for operating hotels, and orientation program for new F&B leaders.

• Supported Front Office pre-opening tasks, focusing on staff training.
• Monitored day-to-day hotel operations and assisted VIP guests.
• Led projects to enhance operational efficiency, regularly reporting the progress to the Executive Management team.
• Managed customer inquiries and resolved issues promptly to maintain positive relationships and uphold brand reputation for quality service.

• Completed specialized training with Assistant Managers in the Front Office Department.
• Led a project to improve check-in efficiency.

• Completed cross-departmental training to gain a comprehensive understanding of hotel operations.
• Implemented a staff campaign that boosted satisfaction scores and elevated the hotel’s GRI ranking by one position within three months.

• Assisted FO Manager with pre-opening tasks.
• Responsible for handling guest inquiries, check-in and check-out procedures, and other operational tasks.

• Assisted in the effective control of operational procedures and customer incentives, such as annual fee waivers, statement credits, lower interest rates, and special promotions.
• Responsible for the analysis and prompt resolution of critical complaints, most of them coming from INDECOPI (the National Institution that protects the rights of consumers in Peru).

Welcomed and assisted the branch customers, efficiently handling diverse requests and ensuring timely resolutions to minimize wait times during peak hours.

• Assisted with daily store opening and closing procedures.
• Operated the cashier using the MICROS system.
• Performed weekly inventory checks to ensure stock accuracy.