Mariam Martinez
Alexandria
Summary
Results-driven Operations and Program Leadership professional with over 10 years of experience in higher education, hospitality, and business operations. Led large-scale initiatives, managed cross-functional teams, and enhanced organizational performance through effective stakeholder engagement and crisis management.
Overview
10
10
years of professional experience
Work History
Consulting & Operations Experience
Independent Consulting
Alexandria
01.2025 - Current
- Partnered with organizations across education, hospitality, and fitness sectors to enhance operations and client engagement, driving revenue-generating initiatives
- Manage university partnerships and business development efforts, contributing to pipeline growth, improved conversion rates, and client retention
- Deliver client-facing service and sales support in high-volume environments, enhancing customer experience and contributing to revenue performance
- Supported administrative and operational functions for school leadership, streamlining workflows and improving communications and stakeholder coordination
- Led training and onboarding initiatives in short-term hospitality leadership role, facilitating staff development and ensuring operational readiness during organizational transition
Assistant Director, Campus Living Operations
George Washington University - GWU
Washington
04.2023 - 01.2025
- Directed operations for 7,500+ residents across 30 facilities, overseeing facilities, housekeeping, security, dining, and emergency preparedness
- Exceeded revenue targets by 20% ($12M) through operational efficiencies, strategic pricing, and program optimization
- Led and developed 34+ staff, implementing training programs that improved service delivery and operational consistency
- Coordinated cross-functional collaboration among Facilities, HR, Finance, and Security, enhancing performance and compliance outcomes.
- Served as senior administrator on call, leading crisis response for emergencies including facilities failures, medical incidents, and resident safety concerns
- Developed and coordinated emergency preparedness plans, ensuring resident safety and well-being during crises.
- Implemented operational efficiencies to ensure consistency across all service areas.
- Fostered culture of excellence among staff, resulting in improved service quality across all operations.
Community Director
George Washington University - GWU
Washington
06.2022 - 04.2023
- Led large-scale summer programs, establishing external partnerships and group housing that generated $3M+ in revenue
- Designed and implemented engagement initiatives that increased participation and enhanced resident satisfaction
- Managed operations and community development for residential facilities, enhancing occupancy rates and student support services while coordinating maintenance
Executive Associate, Office of the Provost
George Washington University - GWU
01.2020 - 06.2022
- Facilitated university-wide projects to improve enrollment, student experience, and academic operations outcomes.
- Directed executive operations with complex scheduling and cross-functional coordination to support strategic initiatives.
- Streamlined administrative processes, enhancing communication and collaboration across departments.
Hotel Operations Manager
Marriot International
Washington
09.2019 - 01.2020
- Directed 100+ staff across front office, housekeeping, security, and food service operations to maintain seamless service delivery
- Led overnight operations for a 1,175-room flagship property, overseeing multiple departments and ensuring service excellence
- Managed high-pressure guest situations and emergency response, achieving swift resolution and enhancing guest satisfaction
Guest Experience Manager
Walt Disney World Resort
Lake Buena Vista
01.2016 - 08.2019
- Implemented service improvement initiatives that increased guest satisfaction scores by 17%
- Led operations and training for over 300 employees across multiple resort properties, enhancing team readiness and service delivery
- Collaborated with senior leadership on workforce planning and performance improvement strategies, aligning training initiatives with business goals
- Directed emergency preparedness and crisis response operations, ensuring effective management and safety protocols were in place
Education
Ph.D. - Human And Organizational Learning
George Washington University
Washington, DC05-2027
Master of Arts - Higher Education Administration
Georgetown University
Washington, DC05-2021
Bachelor of Science - Hospitality Administration And Management
Florida International University
Miami, FL05-2017
Skills
- Agile project management
- Client engagement
- Staff development
- Data analysis
- Budget management
- Team leadership
- Crisis management
- Staff training and development
- Guest relations management
Languages
Spanish
Native/ Bilingual
Timeline
Consulting & Operations Experience
Independent Consulting
01.2025 - Current
Assistant Director, Campus Living Operations
George Washington University - GWU
04.2023 - 01.2025
Community Director
George Washington University - GWU
06.2022 - 04.2023
Executive Associate, Office of the Provost
George Washington University - GWU
01.2020 - 06.2022
Hotel Operations Manager
Marriot International
09.2019 - 01.2020
Guest Experience Manager
Walt Disney World Resort
01.2016 - 08.2019
Ph.D. - Human And Organizational Learning
George Washington University
Master of Arts - Higher Education Administration
Georgetown University
Bachelor of Science - Hospitality Administration And Management
Florida International University