Driven by Service, Powered by Leadership.

Hospitality, beyond the ordinary

Hospitality is built on human connection, and Susan believes that every guest interaction is an opportunity to create comfort, trust, and a sense of belonging. Her philosophy centers on treating each person with genuine care, respect, and attention to detail — whether they are a guest, team member, or partner.

Susan approaches hospitality with the understanding that people remember how they feel, not just what they receive. She focuses on creating environments where guests feel welcomed and valued, and where teams feel supported and empowered to deliver exceptional service. By combining empathy, consistency, and clear communication, she builds relationships that strengthen both the guest experience and the workplace culture.

Leadership, beyond the ordinary

Susan leads with a balance of compassion and accountability. She believes great results come from strong teams, clear expectations, and leaders who model the behavior they expect from others. Her hands-on approach allows her to understand the daily challenges and opportunities within each department, fostering collaboration and trust.

She prioritizes open communication, recognition, and continuous coaching, ensuring her teams feel confident and motivated. Susan is committed to creating a culture where people take pride in their work, support one another, and understand the impact they have on each guest’s experience.

Her leadership style is defined by:

  • Empathy and emotional intelligence

  • Clear, consistent communication

  • Leading by example

  • Strengthening team confidence and performance

  • Maintaining high service and operational standards

  • Supporting growth and development for every team member

  • Through this approach, Susan consistently cultivates workplaces that deliver strong results, exceptional service, and memorable guest experiences.

Skills & Expertise

Hospitality Operations Management

Experienced in overseeing daily hotel operations, ensuring smooth workflows, strong service standards, and an exceptional guest experience across all departments.

Guest Experience & Service Excellence

Focused on creating welcoming, memorable experiences through personalized service, attention to detail, and a deep understanding of guest expectations.

Team Leadership & Development

Dedicated to building confident, high-performing teams through coaching, mentorship, communication, and leading by example.

Sales Strategy & Business Development

Proven ability to increase revenue by cultivating key accounts, strengthening community relationships, and developing sales initiatives that grow market presence.

Revenue & Performance Optimization

Skilled in analyzing performance metrics, identifying opportunities, and implementing strategies that improve profitability and operational efficiency.

Problem-Solving & Crisis Management

Able to navigate challenges with calm, practical decision-making and a solution-driven mindset that keeps teams focused and supported.

Hotel Repositioning & Transitions

Experienced in elevating service levels, stabilizing operations, and supporting properties during periods of change or recovery.

Cross-Department Collaboration

Strong at working with housekeeping, front office, F&B, sales, and ownership groups to align goals and enhance overall property performance.

Communication & Relationship-Building

Recognized for building trust with teams, guests, vendors, and partners through clear communication, empathy, and professional integrity.

Entrepreneurial Innovation

Creator of an original swimwear concept focused on comfort, ease, and practical design — demonstrating creativity, market awareness, and product development skills.

“Hospitality begins with making people feel seen, valued, and genuinely cared for.”

Information

Connect with me at: https://www.linkedin.com/in/susan-sereno-812a5a2ba/