Ena Arias

Hospitality and customer service professional with experience in front office operations, guest relations, team leadership, and high-volume service environments. Skilled in guest experience management, service recovery, problem-solving, and operational support. Bilingual in English and Spanish with a Project Management Certification supporting strong organization, process improvement, and leadership capabilities.

Desk Manager/Night Auditor - Ocean Properties Hotels Resorts & Affiliates

(2022-03 - 2026-04)

• Oversaw overnight front office operations while ensuring exceptional guest service, accurate reporting, and smooth property operations.
• Managed guest arrivals, departures, reservations, room assignments, billing inquiries, and service requests.
• Coordinated with housekeeping, maintenance, and front office teams to ensure timely resolution of guest needs.
• Completed nightly audits, reconciled transactions, reviewed operational reports, and maintained financial accuracy.
• Independently managed front desk responsibilities, escalations, and operational decisions during assigned shifts.

Remote Guest Support Specialist - Ocean Properties Hotels Resorts & Affiliates

(2021-12 - 2022-03)

• Supported guests across multiple hotel properties while achieving a 98% first-contact resolution rate.
• Delivered service recovery by addressing concerns professionally and identifying effective solutions.
• Collaborated with hotel departments to coordinate guest requests and maintain seamless experiences.

Team Leader / Customer Support Specialist - Rack Room Shoes

(2019-01 - 2021-12)

• Supported daily store operations by assisting management with team coordination, customer service standards, and sales objectives.
• Provided leadership and guidance to associates by answering questions, assisting with training, and reinforcing company procedures.

High School Graduate - Sarasota High School