Deja Linares
Summary
Driven and motivated leader with a passion for creating unforgettable moments in time. Ultimate goal is to deliver exceptional service to valued guests and the dedicated individuals who serve them. Strong commitment to excellence and constantly strives to craft meaningful experiences that leave a lasting impact and create lifelong memories for all discerning guests.
Overview
10
10
years of professional experience
Work History
Assistant General Manager
Driftwood Hospitality Management LLC
12.2023 - Current
- Ongoing training and development with Driftwood and Marriott Leadership programs.
- Increased Guest Satisfaction Scores more than 20 points in one quarter. Highest for Brand in the two years.
- Supported and developed training for the Front Office Staff
- Propelled hotel from 131 (164) to 20 in second quarter of employment
- Actuated hotel in the top 5% May and June of 2024 (8 of 164)
- Supported Brand standards to elevate services and staff satisfaction to increase Revinate and Medallia scores.
- Implemented Leadership Development Book Club to drive a collaborative, service focus culture
Area Manager of Operations
Exclusive Resort's
11.2021 - 06.2024
- Oversight of $42 million dollars of real estate for a premier destination at Montage and Ironwood Estates
- Assisted with oversight of 6 property rehab including AV, FF&E, exterior and interior upgrades
- Assisted in implementing a new role for a hybrid mountain position with training, creation & revision of S.O.P's
- Assisted with induction of new traveling role to assist throughout mountain portfolio
- Role playing with the team to ensure capabilities in responding favorably to opportunities
- Trained and guided a novice team to maintain Luxury Forbes standards during peak Winter Season while maintaining satisfactory scores
- Property inspections to ensure both property quality standards as well as asset quality standards are met and maintained
- Identifying opportunities for enhancement
- Effectively handled internal and external customers that require high levels of patience, tact and diplomacy to defuse unsatisfactory situations, collect accurate information and resolve conflicts in a timely manner.
Operations Manager
Homestead Resort
05.2021 - 11.2021
- Reviewed daily revenues/labor reports and compared them to monthly forecast budgets
- Developed cost saving and profit enhancing measures throughout property
- Monitored payroll and equipment costs
- Improved service by implementing Forbes standards and demonstrating anticipatory service
- Provided guidance to subordinates, including setting performance standards and while monitoring and providing feedback
- Maintained open communication with management and other departments to ensure guest service needs were met
- Recruitment, training and development of all associates.
Guest Reception Manager
Montage, Deer Valley
05.2019 - 05.2021
- Successfully assisted in the goal to obtain Forbes 5-Star rating and increase satisfaction scores across various metrics
- Increased revenue for department through leadership of the 'Upsell' Program increasing revenue by 75% after training and implementing new strategies with the front line team
- Frequently evaluated scores and implemented improvements to raise guest satisfaction
- Thoroughly trained in each department to ensure understanding of each department's function
- Revised and amended training manual for Front Office procedures at the height of Covid
- Actively assisted in Housekeeping with room inspections
- Routinely assisted In-Room-Dining during high volume.
Front of House /Night Audit Manager
Montage, Deer Valley
05.2019 - 05.2021
- Verification of correct money allocation while assisting finance and accounting
- Manager on Duty during the absence of the General Manager
- Maintained standards of guest service quality
- Greeted guests upon arrival with a warm and sincere welcome and escorted them to their rooms
- Registered guests into the computer, verifying of reservation, address, and credit information
- Training of International associates to assist with their growth in a Luxury Hospitality Resort setting
- Managed, coached, and mentored the Guest Reception Supervisor and Associates
- Performed and delegated tasks of agents associated with guest pre-arrival, billing, and organization of the Guest Reception Desk
- Maintained a daily log of all guest opportunities with corrective action steps
- Follow-up on any unresolved situations in a timely manner and pass on appropriate information to other Managers for handling.
Front Office Manager
Renaissance/Residence Inn Marriott
08.2018 - 05.2019
- Front Desk / Hotel staff supervision: hiring, terminating, training, and development
- Scheduled staff according to labor standards and forecasted occupancy
- Increased the level of guest satisfaction by delivery of an improved product through employee development
- Answered inquiries pertaining to hotel services, registration of guests and shopping, dining, entertainment and travel directions
- Managed the reservation function to maintain highest possible room occupancy and average daily rate
- Created incentive program for employees who meet/exceed guest expectations
- Participated in the preparation of the annual departmental budget
- Developed Micros skills and routinely assisted with Housekeeping, F & B and events.
Guest Services Manager
Mayo Hotel
06.2017 - 02.2018
- Acted as the face of the company remaining cheerful, present and in control during high pressure, high volume situations
- Oversight of the room assignments and efficiency of Housekeeping
- Assisted Sales with Group and Wedding Bookings
- Ensured quality and reputation of the historic hotel
- Room assignments, balances and exchanges
- Assisted with apartment residences.
Guest Service/Media Representative
Disneyland Hotels & Resorts
08.2014 - 09.2016
- Evaluated occurrences to find win-win solutions within a timely manner by taking responsibility, following through and reconnecting to see if the guest feel their needs were met
- Provided gracious and encouraging services to guests of all ages utilizing empathetic skills while handling Concierge, Media Representation and V.I.P
- Activities
- Hosted as a Production and Public Relations liaisons during media presentations by assisting media throughout the Resort with accurate information
- Greeted guests and completed the registration, hotel knowledge and check-outs
- Assessment of high stress situations and utilizing soft skills to mediate and create favorable outcomes
- Assisted with Community Outreach through volunteering
- Provided excellent service utilizing full knowledge of the Resort Activities and Los Angeles County, Orange County seasonal events and tourist staples.
Education
No Degree - Hospitality And Tourism Management
Florida Atlantic University
Florida08.2020
No Degree -
Certified Rooms Division Executive
Park City, Utah06.2020
Business Management -
El Camino College
Torrance, California06.2016
Event Planning Certification -
ICOES
06.2016
Skills
- Leadership
- Team Development
- Budget Forecasting
- Forbes Standards
- Luxury Hotel Experience
- Communication
- Luxury Hotel Operations
- Inventory Control
- Operations Management
Accomplishments
- Disney: Customer Care
- Disney: Four Keys
- Disney: Recognition
- Montage International
- Letters from guests at Disney commending on great service provided during their stay
- Four Keys Achieved: Show, Courtesy, Efficiency, Safety
- Recognition from General Managers
- Montage International Founder/GM Recognition
- Montage MVP Manager Nomination
Timeline
Assistant General Manager
Driftwood Hospitality Management LLC
12.2023 - Current
Area Manager of Operations
Exclusive Resort's
11.2021 - 06.2024
Operations Manager
Homestead Resort
05.2021 - 11.2021
Guest Reception Manager
Montage, Deer Valley
05.2019 - 05.2021
Front of House /Night Audit Manager
Montage, Deer Valley
05.2019 - 05.2021
Front Office Manager
Renaissance/Residence Inn Marriott
08.2018 - 05.2019
Guest Services Manager
Mayo Hotel
06.2017 - 02.2018
Guest Service/Media Representative
Disneyland Hotels & Resorts
08.2014 - 09.2016
Business Management -
El Camino College
Event Planning Certification -
ICOES
No Degree - Hospitality And Tourism Management
Florida Atlantic University
No Degree -
Certified Rooms Division Executive
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