Shanny N. | Leland

Shanny Neuman

5.0

(1)

Studied at Cornell University

Hiring Manager at Surf & Sand Resort

Successful clients at

Not currently taking new clients

Protected by the Leland Experience Guarantee

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About Shanny

Hi, I’m Shanny! Have you ever wondered how to truly unlock your potential and lead with confidence, while maintaining balance in your life? With my experience leading diverse teams in roles at Disney and luxury hotels, I’ve discovered that the key to growth isn’t just about professional skills: it’s about connection, self-awareness, and harnessing both inner and external resources. Having lived in four countries and speaking multiple languages including English, Spanish, and Italian. I’ve come to appreciate how our unique backgrounds shape us. Beyond my professional work, I’m an avid hiker, reader, and daily meditator, always seeking ways to stay grounded while helping others reach their fullest potential. I bring this well-rounded approach to my coaching, blending leadership development with mindfulness and personal growth to support you on your journey to success. Let’s work together to create the path that’s right for you!

Why do I coach?

Coaching matters to me because, quite simply, I want to pay forward the amazing guidance I’ve been lucky enough to receive. I’ve had mentors who helped me navigate tough decisions, find my confidence in leadership roles, and sometimes just reminded me to take a breath. Those little moments of support have made a world of difference, and now I’m excited to offer that same guidance to others. I’ve had my share of challenges: balancing demanding roles with maintaining personal well-being, overcoming self-doubt, and learning how to keep going even when things don’t go as planned. But I also learned that sometimes, the best way to grow is with a coach or mentor by your side, showing you where to focus, encouraging you to trust your own strength, and reminding you that you don’t have to do it alone. Through coaching, I get to help others break through their own barriers and see just how capable they really are. It’s a rewarding experience to guide people to that “aha!” moment when they realize they can do more than they ever thought possible. That’s why I coach, because I believe everyone deserves to have that support and encouragement along their journey.

Work Experience

Guest Experience Manager

Surf & Sand Resort

May 2023 - Present

Hiring Manager

Developed and implemented a comprehensive 3-week training program for over 30 new hires in various departments, designed for ongoing use over a year period, ensuring ongoing relevance and effectiveness. Enhanced operational efficiency and profitability by establishing 40+ SOPs post-renovation, aligning procedures with Forbes Standards. Conducted a 6-hour onboarding orientation for 70 employees, reinforcing service excellence. Led a +5.4-point increase in Front Desk NPS scores and coached team to generate upsell revenue 9 times higher than the previous year. Fostered synergy among departments to align best practices and boost employee satisfaction through targeted recognition programs.

Guest Relations Manager

Sands Hotel and Spa

June 2020 - March 2023

Hiring Manager

Served as Interim General Manager. Achieved a record-breaking occupancy, ADR and RevPar numbers since 2018. Spearheaded an Upgrade Program that increased average monthly revenue and tripled the number of five-star guest reviews within 3 months through targeted staff training and enhanced guest service strategies. Developed staff training programs across five hotels, boosting service quality through cultural immersion and cross-training, while managing HR functions like payroll, recruitment, onboarding, and mentoring to improve retention and performance.

Front Desk Manager

Auberge Resorts

January 2019 - May 2020

Restructured and redefined multiple training manuals, streamlined intradepartmental processes that ensured efficient operations to surpass guest expectations in compliance with Forbes Standards. Fostered cross-team collaboration to strengthen brand identity and managed a guest loyalty program with a 20% monthly return rate.

General Manager Assistant

DowntownMexico

May 2018 - December 2018

Hiring Manager

Served as Director of Rooms Division, Guest Relations Manager, and Public Relations coordinator for special events. Developed measurable SOPs and training programs that boosted guest satisfaction, increased occupancy rates by 200% YTD, and enhanced staff skills while improving service quality. Identified service gaps and restructured new protocols that were implemented brand-wide, by anticipating challenges and analyzing trends, which reduced guest complaints by 25% in 6 months.

Front Desk Agent

The Sea Pines Resort

August 2016 - September 2017

Recognized with Forbes Five Star Award for exceptional guest service. Gained cross-functional experience in Night Audit, Concierge, Food & Beverage, Golf Operations, and Sales through active participation in resort-wide operations.

Disney International Cast Member

The Walt Disney Company

January 2014 - August 2014

Disney Academic Exchange Program participant recognized for exceptional guest service across multiple roles. Boosted sales at a top Epcot store, averaging $3,000 daily through strategic merchandising and fostering memorable guest experiences.