Danielle Lee
Linden
Summary
Innovative and discipline Director of Front Office with 19 years of leadership experience. Proven problem-solver with resourcefulness to handle unprecedented challenges. Detail-oriented team player, organizer and delegator with constant focus on adherence to processes and standards that lead to complete customer satisfaction. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Director of Front Office
Omni Berkshire Hotel
11.2021 - Current
- Manage guest satisfaction and guest recovery for all guest main profitability
- Increase guest satisfaction by establishing standard 3 day pre-arrival emails, responding to all Medallia responses
- Increase overall experience on Medallia
- Ensuring qualified personnel are selected, hired, and trained in all areas of responsibility
- Increasing employee morale by establishing yearly Front office appreciation week
- Educate and train team members in compliance with brand standards training program of Power of Engagement by being the hotel trainer designated by the General Manager
- Implementing, supporting and participating in all hotel programs, policies, and procedures
- Working closely with Reservations, revenue, and Sales to maximize occupancy, rate, and revenue
- Oversaw financial management for the front office, including budgeting, forecasting, and expense tracking.
Director of Front Office
Omni Berkshire Hotel
11.2021 - Current
- Manage guest satisfaction and guest recovery for all guest main profitability
- Increase guest satisfaction by establishing standard 3 day pre-arrival emails, responding to all Medallia responses
- Increase overall experience on Medallia
- Ensuring qualified personnel are selected, hired, and trained in all areas of responsibility
- Increasing employee morale by establishing yearly Front office appreciation week
- Educate and train team members in compliance with brand standards, service and behavior by being the hotel trainer designated by the General Manager
- Implementing, supporting and participating in all hotel programs, policies, and procedures
- Working closely with Reservations, revenue, and Sales to maximize occupancy, rate, and revenue
- Oversee all payroll, scheduling and purchasing.
Operations Manager
Hilton Garden Inn Hotel
04.2021 - 11.2021
- Manage the day-to-day operations of the hotel, ensuring high standards of customer service and guest satisfaction.
- Collaborated with other department heads to align organizational goals and maximize efficiency across all departments.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Assistant Director of Front Office
Omni Berkshire Hotel
12.2018 - 06.2020
- Effectively planned, managed and led the operation of a 399 room luxury hotel, headed arrival and departure experience of guests
- Trained, developed and guided a team of 6 managers and 38 employees in customer service and front office procedures
- Created a checklist for managers and associates to ensure operation is running smoothly
- Analyzed and managed schedule and payroll to ensure we are operating according to budget
- Utilized proactive disciplinary actions to sustain policies and regulation procedures
- Proficient in Birchstreet, purchase and receiving
- Able to analyze P&L, controlled expenses and increased revenue for the hotel
- Comprehensive knowledge of Medallia, handled guest comments and increased guest satisfaction scores
- Significantly reduced overtime hours due to implementation of schedule change.
Front Office Manager
The Roosevelt Hotel
02.2016 - 12.2018
- Oversaw and managed front desk agents, bellman, doorman, guest response, pbx and supervisors
- Managed scheduling and payroll
- Reviewed and communicated arrivals to ensure that they are blocked properly, and other departments are notified
- Reviewed the daily room availability and balanced the house to accommodate guest satisfaction
- Handled and responded to guest questions, complaints and comments
- Acted as MOD and resolved guest issues so the guest had a great experience and left the hotel satisfied
- Able to maintain a professional and composed presence during periods of intense activity
- Handled and responded to guest comments on Medallia and Social Media
- 80% of time in the lobby to meet and greet guests.
Guest Service Manager
The Roosevelt Hotel
02.2015 - 02.2016
- Oversaw and managed front desk agents, bellman, doorman, guest response, pbx and supervisors
- Managed scheduling and payroll
- Reviewed and communicated arrivals to ensure that they are blocked properly, and other departments are notified
- Reviewed the daily room availability and balanced the house to accommodate guest satisfaction
- Handled and responded to guest questions, complaints and comments
- Acted as MOD and resolved guest issues so the guest had a great experience and left the hotel satisfied
- Able to maintain a professional and composed presence during periods of intense activity
- Handled and responded to guest comments on Medallia and Social Media
- 80% of time in the lobby to meet and greet guests.
Banquet Manager
The Roosevelt Hotel
10.2013 - 02.2015
- Monitored the daily operation of the banquet department, managed staff, execution of events from set up to break down ensure that the functions were executed seamlessly
- Managed 5 Food & Beverage Outlets (Breakfast, Lobby Lounge, Commuter Bar, Rooftop Lounge, and Room Service)
- Oversaw and managed 80 associates and a supervisor
- Created and opened a Commuter bar in March 2010 and headed 3 seasons of a Rooftop Lounge that generated over $1.5 million in revenue each year
- Responsible for hiring, scheduling, payroll, layoffs and associate union issues
- Responsible for handling and maintaining financial reports and inventory for month end
- Cross trained as a Banquet Manager and oversaw banquet functions at the rooftop lounge along with other banquet functions at the hotel
- Developed new menus in the outlets and helped with promotions to generate more business
- Responded to client inquiries and reservation requests; handled complaints
- Improved breakfast satisfaction by 15 points and Associate satisfaction by 10 points.
Food and Beverage Operations Manager
The Roosevelt Hotel
02.2010 - 10.2013
- Monitored the daily operation of the banquet department, managed staff, execution of events from set up to break down ensure that the functions were executed seamlessly
- Managed 5 Food & Beverage Outlets (Breakfast, Lobby Lounge, Commuter Bar, Rooftop Lounge, and Room Service)
- Oversaw and managed 80 associates and a supervisor
- Created and opened a Commuter bar in March 2010 and headed 3 seasons of a Rooftop Lounge that generated over $1.5 million in revenue each year
- Responsible for hiring, scheduling, payroll, layoffs and associate union issues
- Responsible for handling and maintaining financial reports and inventory for month end
- Cross trained as a Banquet Manager and oversaw banquet functions at the rooftop lounge along with other banquet functions at the hotel
- Developed new menus in the outlets and helped with promotions to generate more business
- Responded to client inquiries and reservation requests; handled complaints
- Improved breakfast satisfaction by 15 points and Associate satisfaction by 10 points.
Restaurant Manager
Marriott Eastside
06.2006 - 02.2010
- Oversaw and managed opening and closing shifts for 60 associates for Restaurant, Room Service, Lounge
- Responsible for hiring, scheduling, payroll, and layoff process complying with the Collective Bargaining Agreement
- Improved guest satisfaction by implementing comment cards at the restaurant, care calls in room service and emailing our valued guests.
Education
Bachelor of Science Degree - Food Service Management
Johnson and Wales University
01.2006
Associate of Science Degree - Culinary Arts
Johnson and Wales University
01.2004
Skills
- Proficient in MS Word, MS Excel, PowerPoint
- Extensive knowledge of Opera, Kronos, Synergy, Alice, Micros, ADP and Guestware
- Detail oriented
- Excellent communication
- Critical thinking
- Conflict management
- Customer service oriented
- 15 years experience with Union properties
Professional Highlights
- Omni Berkshire: Manager of the Quarter 2019 and 2022
- Omni Berkshire: Manager of the Year 2022
- Big Apple Award for Manager Below General Manager
- Nominated and Graduated Asian McKinsey Management Accelerator Program
- Nominated and Executed Omni Power of Engagement Trainer
Certification
- Manager of the Quarter 2019 and 2022
- Manager of the Year 2022
- Big Apple Award for Manager Below General Manager
- Nominated and Graduated Asian McKinsey Management Accelerator Program
- Nominated and Executed Omni Power of Engagement Trainer
Timeline
Director of Front Office
Omni Berkshire Hotel
11.2021 - Current
Director of Front Office
Omni Berkshire Hotel
11.2021 - Current
Operations Manager
Hilton Garden Inn Hotel
04.2021 - 11.2021
Assistant Director of Front Office
Omni Berkshire Hotel
12.2018 - 06.2020
Front Office Manager
The Roosevelt Hotel
02.2016 - 12.2018
Guest Service Manager
The Roosevelt Hotel
02.2015 - 02.2016
Banquet Manager
The Roosevelt Hotel
10.2013 - 02.2015
Food and Beverage Operations Manager
The Roosevelt Hotel
02.2010 - 10.2013
Restaurant Manager
Marriott Eastside
06.2006 - 02.2010
Bachelor of Science Degree - Food Service Management
Johnson and Wales University
Associate of Science Degree - Culinary Arts
Johnson and Wales University
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