Hotel Management · Customer Success · Multilingual Services

Victoria
Afiune Maya

10+ years turning every guest interaction into a lasting impression.

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VA

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About Me

Passionate about people,
driven by excellence

An experienced Customer Service Professional with an accomplished career spanning over 10 years across Customer Support, Restaurant Management, Front Office Management, Assistant General Management, and Language Services.

At all levels, I strive to connect with customers and stakeholders — believing that strong relationships are essential to driving service levels and long-term business success. Capable of adapting to any environment to deliver results efficiently, with impeccable analytical thinking and sharp attention to detail.

Currently based in the San Francisco Bay Area, with deep international experience across the US and Germany. Fluent in English and German, with intermediate Spanish — enabling me to serve diverse, global clientele.

10+ Years of Experience
3 Languages
2× Cornell Certified

Career Journey

Where I've made an impact

Assistant General Manager

Kensington Park Hotel · San Francisco, CA

Dec 2023 — Present
  • Elevated from Front Office Manager to AGM, overseeing full hotel operations at a boutique luxury property in downtown San Francisco.
  • Drive strategic decisions across departments — from front office and housekeeping to F&B — ensuring consistent five-star service delivery.
  • Serve as the primary escalation point for guest relations, resolving high-stakes issues with diplomacy and efficiency.

Front Office Manager

Kensington Park Hotel · San Francisco, CA

Dec 2022 — Present
  • Ensured every customer and visitor feels welcome and well looked after from arrival through departure.
  • Oversaw employee scheduling, front office staff training, and performed daily reconciling of receipts.
  • Handled customer complaints, special requests, and all HR-related scheduling tasks with precision and warmth.

Translator & Language Coach

AddSecure · Mülheim an der Ruhr, Germany

May 2018 — Nov 2022
  • Taught students to master English and German languages — both written and oral — including structure, development, and history.
  • Translated technical documents, PowerPoint presentations, websites, and subtitles across multiple industries.
  • Collaborated in monitoring student progress, instructional practices, and program development outcomes.

Restaurant Manager

Franky's Gastronomie GmbH · Mülheim an der Ruhr

Sep 2017 — May 2018
  • Oversaw all food preparation and ensured full compliance with health, safety, and hygiene standards.
  • Ensured complete customer satisfaction with all aspects of the dining experience, handling complaints diplomatically.
  • Managed inventory, purchasing, daily inspections, and submitted operational reports to regional management.

Front Office Manager

Parkhotel Oberhausen · Oberhausen, Germany

Jan 2016 — Sep 2017
  • Managed all front desk operations ensuring guests received a warm, professional welcome at every touchpoint.
  • Supervised and trained front office staff, overseeing schedules and day-to-day HR tasks.
  • Handled all customer-related tasks accurately and on time to consistently exceed guest expectations.

Hotel Management Apprenticeship

Hotel Essener Hof 4★ · Essen, Germany

2012 — 2015
  • Trained to lead hotel crews and collaborate with all aspects of hospitality operations to deliver premium, tailor-made service.
  • Rotated through every department — front office, F&B, housekeeping, events — building a ground-up understanding of hotel operations.

Core Competencies

What I bring to the table

🏨

Hotel & Front Office Operations

Front office management, employee scheduling, receipt reconciliation, PMS systems, upselling, and cross-department coordination across luxury properties.

⭐

Guest & Customer Experience

VIP services, complaint resolution, special requests, service recovery, CRM, and a deep commitment to making every guest feel seen and valued.

👥

Team Leadership & Training

Staff training & development, performance coaching, shift management, HR coordination, and building high-performing hospitality teams.

🍽️

Restaurant Management

Food safety compliance, inventory management, daily inspections, staff supervision, and ensuring exceptional end-to-end dining experiences.

🌍

Multilingual & Translation

Expert German · Fluent English · Intermediate Spanish. Technical translation of documents, presentations, websites, and subtitles across industries.

📊

Revenue & Office Management

Revenue management (Cornell certified), upselling strategies, Microsoft Office & Outlook, CRM systems, reporting, and telephone etiquette.

My Philosophy

Strong relationships are essential to driving service levels — and ultimately, long-term business success. I strive to connect at every level, with every guest, every time.

— Victoria Afiune Maya

01

Adapt

Capable of thriving in any environment — from a luxury San Francisco hotel to an international language services firm — delivering results under pressure.

02

Connect

At all levels — guest, staff, or stakeholder — meaningful relationships drive everything. Real service starts with genuine human connection.

03

Excel

Results-driven by nature. Whether managing a front desk or a full restaurant, the goal is always the same: exceed expectations, every single time.

Education & Certifications

Built on a strong foundation

🏅

Revenue Management Certification

Cornell University

April 2024 — Present

🏅

Hospitality Leadership Certification

Cornell University

November 2023 — Present

🎓

Apprenticeship in Hotel Management

Hotel Essener Hof 4★ · Essen, Germany

2012 — 2015

📜

Vocational Diploma in Hotel Management

WIHOGA · Dortmund, Germany

2012 — 2013

📜

Vocational Diploma in Business

Wirtschaftsgymnasium Lehnerstraße · Mülheim an der Ruhr

2011 — 2012

🌐

GCSE — Bilingual German & English

Städtische Realschule Stadtmitte · Mülheim an der Ruhr

2005 — 2011

Get in Touch

Let's build something exceptional together

Open to new opportunities in hotel management, customer success, and hospitality leadership. Based in Pleasant Hill, CA — available for roles across the Bay Area and beyond.

LinkedIn Profile [email protected] +1 (720) 724-6520