Extensive Hospitality Leadership Experience

Susan Sereno has built a strong hospitality career across major national brands, including Embassy Suites, Doubletree, Crowne Plaza, Marriott, Radisson, Sheraton, Greektown Casino, Aloft, and Remington Hotels. Her leadership experience spans front office, operations, sales, service delivery, and overall property performance.

Operational Excellence Across Multiple Properties

Susan has successfully managed and supported hotel operations involving guest services, housekeeping, food & beverage coordination, and revenue strategy. She is known for stabilizing processes, improving workflow efficiency, and strengthening communication between departments.

Proven Ability to Elevate Guest Experience

Consistently praised for improving guest satisfaction, Susan creates environments where guests feel welcomed, understood, and genuinely cared for. She specializes in identifying service gaps and implementing training and standards that elevate the overall experience.

Strong Team Leadership & Staff Development

Susan has a long track record of hiring, coaching, mentoring, and developing high-performing teams. She believes in empowering people through clear expectations, hands-on support, and ongoing feedback. Her leadership approach has produced stronger retention, better morale, and more consistent service delivery.

Sales & Revenue Support Expertise

With extensive sales experience, Susan has supported key account development, local market outreach, community partnerships, and revenue-related initiatives. She understands how to drive business through relationships, service consistency, and reputation-building.

Crisis Management & Turnaround Success

Throughout her career, Susan has stepped into properties facing service inconsistencies, operational gaps, or leadership challenges — and has successfully guided teams through stabilization and improvement. Her calm, solution-oriented style helps teams regain focus and confidence quickly.

Brand Standards & Quality Assurance Compliance

Susan maintains a firm understanding of brand requirements and quality expectations across top hotel flags. She ensures procedures, audits, checklists, and service standards are followed consistently and accurately.

Entrepreneurial Innovation

Susan is also the creator of an innovative swimwear concept designed for ease, comfort, and practical functionality — demonstrating her creativity, problem-solving ability, and product development skills.

Commitment to Service-Driven Leadership

Across all roles, Susan is recognized for her dedication to human connection, guest comfort, and leading with empathy, professionalism, and accountability. Her experience has shaped a leadership style grounded in integrity, communication, and genuine care for guests and team members.