Sandra Martins

Manage every aspect of a Hotel. Handle everything from sales to hospitality, to facilities management and personnel. Keep track of overhead expenses, incident reports, department requests, purchase reports, and accounts payable and receivable to meet financial goals. Excellent communication skills and the ability to put guest satisfaction first.

Hotel Director

February 2022 – Present Day

Responsibilities:

• Responsible to co-ordinate all Hotel Department heads to ensure a smooth and flawless operation.
• Ensure full compliance with operating controls, policies, procedures, and service standards.
• Handling complaints, and overseeing the service recovery procedures.
• Manage ongoing profitability, ensuring revenue and guest satisfaction targets are met and exceeded.
• Deliver budget goals and set other short and long-term strategic goals.
• Closely monitor the reports on a daily basis and take decisions accordingly.
• Ensure that monthly financial outlooks for Rooms, Food & Beverage, Admin & General, are on target and accurate.
• Helping in the procurement of operating supplies and equipment, and contracting with third-party vendors for essential equipment and services.
• Be accountable for the responsibilities of department heads and take ownership of all guest complaints.
• Respond to audits to ensure continual improvement is achieved.
• Responsible for legalization, occupational health & safety act, fire regulations, and other legal requirements.

Project Director / HR at L’Oreal

December 2020 – January 2022

Responsibilities:

• Providing new employees with information and training. 
• Functioning with expert-level proficiency in daily operations. 
• Overseeing and managing the team creating visual display plans. 
• Escalating important events and incidents to senior HR members in France. 
• Assisting in updating employee benefits information and cascading this to staff. 
• Developing company policies and codes of conduct that support long-term and short-term goals. 
• Working in collaboration with the senior project manager to define project goals, establish a timeline and implement strategies.

Entertainment Director

June 2019 - January 2020

Responsibilities:

• Preparing the daily program by working together with the Head Of Departments to deliver exclusive options to the guests.
• Managing 30+ staff (ACD, IH, Musicians, technicians, lecturers, singers, dancers, special guest entertainers).
• Organizing schedules
• Performing morning and evening announcements over the PA system. 
• MC all special activities and shows.
• Hiring local shows.
• Attending events, training programs, and seminars to maintain knowledge. 
• Implementing a training plan for the team.
• Spearheading “Exceptional Customer Service” program onboard Silversea Ships 
• Developing cruise, quarterly reports, and inventories for the office in Monaco. 

Silversea

International Hostess: November 2013 – April 2018 / ACD: April 2018 - June 2019

Reporting to Monaco Head Office

Responsibilities:

• Managing the International Program onboard. 
• Improving the guest's experience by anticipating their needs.
• Assisting with reception duties during check-in at embarkation. 
• Providing translations in Portuguese, Spanish, Italian, French, and German. 
• Providing interpretation services for guests requiring language assistance.
• Hosting activities such as Arts and Crafts Seminars, Social Get-Togethers, and Computer and Languages Classes. 
• Training and coaching new international hostesses to perform with excellence. 

Royal Caribbean Cruise Line

April 2012 – September 2013

Reporting to Miami Head Office

Responsibilities:

• Directing, coaching, supporting and supervising staff over 20+ staff
• Assisting with compiling shoreside reports as required. 
• Balancing operational needs between financial and guest services.
• Providing performance feedback for the evaluation of Guest Relations staff.
• Addressing guest feedback and providing solutions to issues in a timely manner. 
• Coaching and mentoring the team to deliver focused, high-end customer service. 

Royal Caribbean Cruise Line

April 2010 – April 2012

Reporting to Miami Head Office

Responsibilities:

• Serving as a hostess and/or translator for any type of event or activity. 
• Assisting VIP guests and exceeding the guests’ expectations on every level. 
• Supporting international guests on the Gangway for embarkation and debarkation. 
• Providing translations for documents in Portuguese, Spanish, Italian, French, and German.

Carnival Cruise Line

January 2008 – January 2010

Reporting to Miami Head Office

Responsibilities:

• Handling guest complaints and tending to their needs and inquiries.
• Supervising services such as tracing missing luggage, lost and found, printing and issuing of guest Sail & Sign cards, selling shore excursions, and cashiering.
• Broadcasting ships announcements.
• Demonstrating effective leadership including staff training and development.
• Placing focus on international guests and taking responsibility for translations of documents in Portuguese, Spanish, Italian, French, and German.

December 2022 Ultimate Service Experience

Dorchester Collection Academy

February 2012 – July 2012 CHS (Certificate of Hospitality Supervisor)

Developing Leaders and Starting as a New Leader Trainings.

October 2006 – Nov. 2006 Certificate of Professional Aptitude (CAP)

Learned how to be an Educator - Level 5 (Excellent)

October 2003 – Feb. 2004 ERASMUS at Université Lumière de Lyon 2

French Language Practice; English Language and Civilization; Translation and Interpretation; Italian; Linguistic and Methodology

May 2002 – July 2002 French Certificate at Alliance Française - Intensive French Learning

September 2001 – Feb. 2006 Master's Degree in Applied Foreign Languages and Hotel Management

Foreign Languages (English, French, Spanish, and Italian), Cultural Studies, Linguistics, Translation and Documentation, Interpretation, Natural Sciences and Technology, Philosophy, Law and Economics, and Hotel Management.