Maria Florencia Arenaza Appointed General Manager of Los Sueños Marriott Ocean & Golf Resort, Costa Rica

USA, Bethesda, Maryland. March 13, 2019

With 27 years of experience in the hotel industry, María Florencia Arenaza is the new General Manager of Los Sueños Marriott Ocean & Golf Resort. She began her career in his native Argentina in the hotel Caesar Park Buenos Aires where she played different roles. Later she continued her professional development as Sales Director of the Mexican group Posadas where she made several hotel openings, returned to Argentina in 2005 where she led the sales team of the Sheraton Salta hotel and three years later she participated in the opening of the Sheraton Mendoza, a leisure destination of the South American country.

In 2010, María Florencia returns to Mexico as Hotel Manager of the Westin Resort & Spa in Cancun, two years later she assumes her first position as General Manager at the Sheraton Colonial Golf & Spa Resort Uruguay and later takes the leadership of the Four Points of Montevideo. Her passion and dedication achieved outstanding results in the commitment of the associates of her properties, as well as in their financial returns.

María Florencia has a degree in Tourism and Hospitality from the Technological University of Mendoza, she also has technical training in hospitality and gastronomy from the Ateneo de Estudios Teciarios of Argentina and a Global Executive MBA from EAE Business School, Madrid. She speaks fluent English and Portuguese, and in her free time enjoys yoga and meditation, loves to travel and spend time with her nephews and her faithful cat Violeta.

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Guest Service: A Culture of YES

In a recent global consumers report, 97% of the participants said that customer service is a major factor in their loyalty to a brand, and 76% said they view customer service as the true test of how much a company values them. And since there is no industry more reliant on customer satisfaction than the hotel industry, managers must be unrelenting in their determination to hire, train and empower the very best people, and to create a culture of exceptional customer service within their organization. Of course, this begins with hiring the right people. There are people who are naturally service-oriented; people who are warm, empathetic, enthusiastic, pleasant, thoughtful and optimistic; people who take pride in their ability to solve problems for the hotel guests they are serving. Then, those same employees must be empowered to solve problems using their own judgment, without having to track down a manager to do it. This is how seamless problem solving and conflict resolution are achieved in guest service. This willingness to empower employees is part of creating a Culture of Yes within an organization.  The goal is to create an environment in which everyone is striving to say “Yes”, rather than figuring out ways to say, “No”. It is essential that this attitude be instilled in all frontline, customer-facing, employees. Finally, in order to ensure that the hotel can generate a consistent level of performance across a wide variety of situations, management must also put in place well-defined systems and standards, and then educate their employees about them. Every employee must be aware of and responsible for every standard that applies in their department. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.