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Leandro Luna

@leandroluna

Professional with a solid track record in Operations Management, Premium Hospitality, Guest/Customer Experience, and Real Estate Implementation.

Brazil

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What I'm looking for

I'm seeking CX roles, for support and leadership.

Over 12 years of hospitality experience, with tenure at Marriott International and Meliá Hotels International, as well as experience in Short-Term Rental. Career progression within hospitality operations, advancing from guest services to Supervision, Night Management, Front Office Management, CX & Investor Relations, and Implementation Management.

Experience leading hotel operations, Front Office, premium guest service, development implementation, process standardization, operations manual development, team training, and cross-departmental integration, with direct interface with real estate developers, investors, construction companies, and internal teams. Skilled in structuring operational workflows, crisis management, KPI monitoring, and preparing developments to go live.

At Housi, I helped build the Implementation function, developing processes and manuals to streamline the handover of developments to operations, and worked on 10 implementations between June and December 2025 and supported 5 developments implemented in May 2026, with others in the final stages. At Meliá, I restructured Front Office processes and developed operational training programs, achieving 75% overall guest satisfaction and over 80% check-in satisfaction in 2023 and 2024.

Experience

Work history, roles, and key accomplishments

Implementation & Multi-Unit Manager

Housi

May 2025 - May 2026 (1 year)

Oversaw operational implementation of developments, liaising with real estate developers, construction companies, and internal departments. Developed operational manuals and structured workflows to standardize processes and prepare developments for launch.

Operations Management Real Estate Implementation Process Standardization Workflow Development Training Cross Functional Communication

CX & Investor Relations (RI) Manager

Housi

Mar 2025 - May 2025 (2 months)

Managed relationships with investors and customers, resolving experience and service issues. Developed department-specific operational manuals and standardized communication and internal routines across departments.

Customer Experience Investor Relations Process Standardization Operating Manual Communication Skills

Front Office Manager

Meliá Hotels International

Nov 2022 - Feb 2025 (2 years 3 months)

Monitored Front Office satisfaction and performance metrics, identifying gaps and implementing corrective actions. Developed a structured hospitality service training program and restructured front desk processes, achieving 73% overall guest satisfaction and over 80% check-in satisfaction in 2023 and 2024.

Front Office Guest Satisfaction Training Process Improvement Loyalty Programs Opera

Commercial Specialist

Estação Segura Insurance Brokerage

Jul 2021 - Nov 2022 (1 year 4 months)

Assessed client needs and identified suitable insurance solutions for B2B and B2C clients. Managed sales activities, client relationships, and claims-related support throughout the policy purchasing process.

Sales Customer Relationship Management Insurance B2B B2C

Administrator

Sterna Café Silvio Romero

Mar 2019 - Mar 2021 (2 years)

Managed daily store operations including supplier quotes, purchasing, budget adjustments, time tracking, and payroll. Analyzed operational metrics and coordinated the team to improve store performance.

Operations Management Budgeting Team Coordination Loss Prevention Customer Service

Night Hotel Manager

Renaissance São Paulo Hotel Marriott International

Feb 2016 - Dec 2018 (2 years 10 months)

Oversaw overnight hotel operations as primary management point of contact, coordinating integration among Front Desk, Security, Valet, Housekeeping, Kitchen, Night Audit, Room Service, and Bell Services. Managed operational incidents and complex guest situations.

Hotel Operations Night Management Team Coordination Incident Management Guest Relations

Guest Services Supervisor

Renaissance São Paulo Hotel Marriott International

Feb 2014 - Feb 2016 (2 years)

Oversaw daily routines of guest services teams, maintaining alignment with Marriott service standards. Delivered brand and operational training, coordinated staff, and developed guidelines focused on service excellence.

Guest Service Team Supervision Training Service Excellence Marriott Standards

Guest Services Agent

Renaissance São Paulo Hotel Marriott International

Apr 2009 - Feb 2014 (4 years 10 months)

Assisted guests with requests related to hotel experience and services. Supported Front Office routines, liaised with other operational departments, and followed up on and resolved guest requests.

Guest Service Front Office Customer Service Problem Solving