Ramona Stoian

Dynamic hospitality leader in luxury hotels, resorts, and spa management. Recognized for blending operational excellence with a people-first approach, consistently elevating guest satisfaction, strengthening team performance, and upholding the highest standards of service.

Front Office Manager - Skipjack Resort & Marina - Marathon, FL

(2021-08 - 2026-03)

• Introduced operational efficiencies that improved guest satisfaction and service flow.
• Managed vendor contracts, staff scheduling, and capital improvement projects.
• Resolved guest concerns with professionalism, contributing to strong online reviews.
• Trained and mentored front desk staff on customer service protocols and operational procedures.
• Oversaw daily front office operations to ensure optimal guest experiences and satisfaction.
• Implemented process improvements that enhanced check-in/check-out efficiency and reduced wait times.
• Led initiatives to optimize revenue management strategies through upselling techniques at the front desk.

Spa Manager - The Peninsula Hotel NYC - NYC

(2014-03 - 2020-01)

• Oversaw daily operations for a Forbes 5-Star spa, ensuring flawless execution of luxury service standards.
• Managed spa inventory, payroll, staff scheduling, and retail performance.
• Delivered personalized guest service for VIP, celebrity, and international clientele.
• Trained, mentored, and supervised a team of receptionists, and attendants to exceed performance goals.
• Coordinated cross-departmental communication to streamline guest experiences.
• Led regular quality audits to maintain Forbes 5-Star and AAA Five Diamond ratings.
• Designed and implemented promotional packages, boosting revenue and repeat visits.
• Handled guest recovery situations with discretion and service excellence.

Front Desk Receptionist - The Peninsula Spa NYC - NYC

(2008-05 - 2014-03)

• Welcomed guests at front desk and facilitated smooth check-in process.
• Scheduled, coordinated and confirmed appointments and meetings.
• Handled large volumes of phone calls, ensuring efficient routing to relevant departments.
• Collected room deposits, fees, and payments.
• Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
• Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
• Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
• Facilitated smooth communication between departments by accurately relaying messages and information.
• Confirmed appointments, communicated with clients, and updated information.
• Supported internal staff with clerical tasks to enhance efficiency.

Bachelor's Degree - Business Management - Baruch College