Milena Nakayama
Maringá, Parana,PR
Summary
Hospitality Operations & Guest Experience Leader with over eight years of progressive experience delivering exceptional guest experiences across Front Office, Hospitality Operations, Food & Beverage and Event Management within upscale hotel environments. Recognized for leading high-performing teams, improving operational efficiency and creating customer-centric service cultures. Proven expertise in guest journey management, service excellence, operational leadership, hotel pre-opening projects, PMS implementation and continuous improvement initiatives. Successfully managed multidisciplinary teams, coordinated guest-facing operations and implemented standardized procedures aligned with international hospitality standards. Strong ability to collaborate across departments while maintaining outstanding guest satisfaction in fast-paced, multicultural environments. Academic qualifications in Hospitality Management, Strategic People Management, Process Management, Gastronomy and Chemical Engineering provide a unique combination of analytical thinking, operational excellence and people-centered leadership. Passionate about creating memorable guest experiences while inspiring teams and contributing to world-class hospitality and international events.
Hospitality professional with extensive experience in managing lodging facilities and delivering outstanding guest experiences. Proven record of improving operational efficiency through team collaboration and adaptability to changing needs. Skilled in guest relations, staff management, and problem-solving.
Experienced with overseeing lodging operations to ensure high standards and guest satisfaction. Utilizes effective staff management and resource allocation to optimize performance. Track record of maintaining operational efficiency and fostering positive guest experience.
Overview
7
7
years of professional experience
Work History
Lodging Supervisor
Hotel Deville Business Maringá
05.2023 - 12.2025
- Responsible for leading Front Office and Guest Services operations while supervising a team of nineteen employees. Managed daily guest-facing activities ensuring operational excellence, premium customer service and compliance with corporate quality standards.
- One of Brazil's leading hotel groups operating premium brands including Marriott International.
- Key Responsibilities
- Led Front Office, Reception and Bell Desk operations.
- Supervised and developed multidisciplinary teams.
- Coordinated daily operations according to occupancy and business demand.
- Monitored guest satisfaction KPIs and implemented service improvement initiatives.
- Delivered operational and behavioral training programs.
- Managed service recovery and guest complaint resolution.
- Collaborated closely with Housekeeping, Food & Beverage, Maintenance and Reservations.
- Ensured compliance with Marriott operational standards.
- Key Achievements
- Participated in the pre-opening operation of The Westin São Paulo.
- Supported PMS implementation across three hotel properties.
- Redesigned reservation processes and guest preference workflows.
- Automated operational routines, improving productivity and communication.
- Supported multiple hotel units during leadership transition periods.
- Contributed to continuous improvement initiatives reducing operational failures.
Junior Lodging Assistant
Hotel Deville Business Maringá
04.2022 - 05.2023
- Delivered personalized guest assistance throughout the customer journey.
- Managed check-in and check-out procedures.
- Coordinated reservations and guest requests.
- Maintained accurate guest information within PMS.
- Supported Front Office administrative operations.
Food & Beverage Supervisor
Golden Ingá Hotel
10.2019 - 11.2021
- Led Food & Beverage operations supervising a team of twenty employees while ensuring exceptional guest experiences, operational efficiency and profitability.
- Main Achievements
- Reorganized operational workflows.
- Developed staff training programs.
- Reduced departmental costs.
- Improved guest satisfaction.
- Standardized service procedures.
- Redesigned kitchen and restaurant layout.
Events Assistant
Golden Ingá Hotel
08.2018 - 10.2019
- Supported the planning and execution of corporate and social events ensuring exceptional customer experiences from proposal to event completion.
- Responsibilities included client communication, event logistics, operational coordination and billing support.
Education
Postgraduate Certificate - Hospitality Management
Estácio University
01-2025
MBA - Strategic People Management
Estácio University
01-2024
MBA - Process Management
Anhembi Morumbi University
01-2023
Bachelor's Degree - Gastronomy
Unicesumar
01-2014
Bachelor's Degree - Chemical Engineering
State University of Maringá
01-2009
Skills
- Guest Experience Management
- Customer Journey
- Guest Relations
- Front Office Leadership
- Luxury Hospitality
- Service Excellence
- Customer Satisfaction
- VIP Guest Services
- Hospitality Operations
- Hotel Pre-opening
- Operational Excellence
- Cross-functional Leadership
- Stakeholder Management
- People Development
- Conflict Resolution
- Training & Coaching
- Performance Management
- Continuous Improvement
- Quality Assurance
- Process Improvement
- KPI Analysis
- Service Recovery
- Operational Planning
- Multicultural Communication
- Oracle Opera Cloud
- Opera PMS V5
- HITS PMS
- Desbravador PMS
- Microsoft Office
- Advanced Excel
- Google Workspace
- Process Mapping
- Quality Management
- Operational KPI Analysis
- Front desk operations
- Property maintenance
- Sales and marketing
- Budget planning
- Guest relations management
- Reservation management
- Revenue optimization
- Guest services management
- Guest experiences
- Training and mentoring
- Guest complaint resolution
- Talented leader
- Staff training
- Interpersonal communications
- Staff supervision
LANGUAGES
Portuguese — Native
English — Proficient (C2)
Spanish — Basic
French — Basic
Japanese — Beginner
PROFESSIONAL DEVELOPMENT
- Leadership Development
- Hospitality Management
- Operational Excellence
- Customer Service
- Performance Indicators
- Continuous Improvement
INTERNATIONAL PROFILE
- Available for international relocation
- Available for international travel
- Experience working with multicultural guests
- Strong adaptability
- Customer-centric leadership
- High-pressure operational environments
- Continuous learning mindset
- Driving License (A/B)
CAREER HIGHLIGHTS
- Led Front Office and Guest Services operations supervising a team of 19 hospitality professionals.
- Contributed to the successful pre-opening operation of The Westin São Paulo, supporting operational readiness and implementation of Marriott brand standards.
- Participated in PMS implementation projects across three hotel properties.
- Redesigned reservation workflows and guest preference management, improving operational efficiency.
- Developed operational and behavioral training programs that enhanced employee performance and service consistency.
- Supported hotel units during leadership transitions while ensuring operational continuity.
- Implemented continuous improvement initiatives that reduced operational failures and increased productivity.
- Extensive experience managing high-volume guest interactions while maintaining premium hospitality standards.
Timeline
Lodging Supervisor
Hotel Deville Business Maringá
05.2023 - 12.2025
Junior Lodging Assistant
Hotel Deville Business Maringá
04.2022 - 05.2023
Food & Beverage Supervisor
Golden Ingá Hotel
10.2019 - 11.2021
Events Assistant
Golden Ingá Hotel
08.2018 - 10.2019
MBA - Strategic People Management
Estácio University
MBA - Process Management
Anhembi Morumbi University
Bachelor's Degree - Gastronomy
Unicesumar
Bachelor's Degree - Chemical Engineering
State University of Maringá
Postgraduate Certificate - Hospitality Management
Estácio University