Kenia Miranda

▪️ Operational management of 5 buildings (student residence), totalling over 1900 accommodations, responsible for managing all corporate operations, covering services, human resources, maintenance, contracts and hospitality. ▪️ Management of a multidisciplinary team (face-to-face and remote) made up of 44 professionals, 5 of whom are unit managers, 16 operational, 3 corporate and 20 third parties (maintenance, cleaning and security). ▪️ Responsible for guaranteeing commercial results and managing contracts, building loyalty and attracting new clients. ▪️ Financial management of corporate contracts (facilities, partnerships, maintenance, cleaning and security). ▪️ Preparation of the central budget and management and control of the budgets by project (Actual vs. Budget). ▪️Participation in drawing up, implementing and monitoring marketing and sales plans and strategies. ▪️ Analysing customer satisfaction levels by applying satisfaction surveys and managing their results/setting and monitoring qualitative targets. ▪️Coordinating the implementation and opening of new ventures. ▪️ Coordination of people management processes: selection, training and performance evaluation. ▪️Facilitating processes in the operations area with other corporate areas: finance, supplies, HR, sales, marketing, projects and IT. ▪️ Participation in the development and implementation of the integrated operating system, in partnership with IT, responsible for surveying operational needs, from detailed client registration, occupancy management and bed blocking, to contract control and analysis. Operational needs, from detailed client registration, occupancy management and bed blocking, to contract control and analysis.

▪️ Reported directly to the Hotel Manager, leading a multidisciplinary team of 156 professionals across various departments, including housekeeping, maintenance, reception, reservations, sales, events, food & beverage, HR, and quality. ▪️ Contributed to commercial strategy development and monitored financial performance against targets. ▪️Approved procurement requests and expense payments, maintained investor relations, and conducted competitive analysis. ▪️Ensured service quality and implemented actions based on customer satisfaction surveys.

▪️Managed the housekeeping department, ensuring the organisation, cleanliness, and maintenance of guest rooms and public areas. ▪️Controlled apartment availability and prioritised production to meet demand. ▪️Oversaw procurement and inventory management of equipment, décor, linen, and uniforms. ▪️Designed operational activity schedules to meet deadlines.