Summary
Overview
Work History
Education
Skills
Timeline
Generic

Diana Calderon

Knoxville,TN

Summary

Focused Regional Director with demonstrated talent in organizing work, establishing priorities and delegating tasks to meet service delivery requirements. Skilled in communicating to meet performance and productivity requirements while ensuring compliance with policies and regulations. Proven expertise in Hospitality Industry. Ready to offer exceptional leadership and planning abilities to take on new role. Demonstrated expertise in cultivating and managing exceptional teams to meet and exceed demanding targets. Well-versed in Hospitality standards and market trends.

Overview

13
13
years of professional experience

Work History

Regional Director of Operations

Mastercorp Hospitality LLC
Knoxville, TN
05.2018 - Current
  • Defined, implemented and revised operational policies and guidelines.
  • Oversaw day-to-day production activities in accordance with business objectives.
  • Successfully managed the operations of multiple sites including brands like Wyndham, holiday inn, bluegreen, diamond and capital resorts.
  • Evaluated employee performance and developed improvement plans.
  • Maintained controls over expenses and inventory for optimal budget tracking.
  • Directed team of 25 direct reports and 200+ indirect reports.
  • Recruited, developed and managed salary employees.
  • Assisted other regions during and post covid-19 pandemic.
  • Created the Rock and Hero program.
  • 30-69-90 SMART goals assignment.
  • Monthly Site visits.
  • Managed H2B's and J1's program.
  • Performed internal QA twice a year.
  • Performed annual performance review with salary and hourly employees.
  • Performed property inspections to ensure safety policies were in place.
  • Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
  • Reduced operational risks while organizing data to forecast performance trends.
  • Directed preparation of regular and special budget reports to interpret budget directives and establish policies for execution.
  • Analyzed revenues, expenditures and cash management.
  • Monitored and reported budgetary discrepancies to corporate senior management to maximize reporting efficiency and finalized spending plans.
  • Reviewed monthly operations to assess compliance with budgets and determine necessary adjustments for future plans.
  • Performed month-end account analysis, headcount and salary reports, and related journal entries.
  • Prepared project budgets, forecasting and inventory, and material pricing points.
  • Executed financial controls, procedures, systems and forecasting techniques to evaluate budget status.
  • Developed and maintained monthly overtime report to address inefficiencies agency-wide.
  • Generated annual budget forecasting information for executive and corporate reports.
  • Worked with human resources to assess labor patterns and hiring requirements.
  • Implemented budgetary monitoring techniques to improve corporate spending habits.

Hotel General Manager

Holiday Inn
Denver, CO
01.2016 - 03.2018
  • Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.
  • Drove year-over-year business growth while leading operations, strategic vision and long-range planning.
  • Reduced corporate risk by managing shrink processes and controlling inventory levels.
  • Managed budget implementations, employee reviews, training, schedules and contract negotiations.
  • Developed value-added solutions and approaches by leveraging trends in customer marketplaces and industries.
  • Designed modern employee recognition program which boosted productivity and improved morale.
  • Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
  • Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
  • Developed and maintained relationships with customers and suppliers through account development.
  • Hired and trained new employees, demonstrating best methods for serving clients and guests.
  • Increased customer service ratings through personable service.
  • Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
  • Oversaw day-to-day operations of 180-room hotel with staff of 50 employees.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Resolved conflicts and negotiated mutually beneficial agreements between parties.
  • Eliminated downtime and maximized revenue by providing top project quality control.
  • Worked flexible hours; night, weekend, and holiday shifts.
  • Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
  • Closed over $ 200k in new sales.
  • Created effective strategies to target new markets after researching and analyzing competitor behavior.
  • Ensured full compliance of the hotel operations, policies, procedures and standards.
  • Final decision maker in hiring key staff.
  • Developed action plans to generate savings and extra revenue.
  • Prepared monthly financial reports.
  • Implemented performance review and motivational strategies to elevate HR team results.
  • Monitored and handled employee claims involving performance-based and harassment incidents.
  • Managed employee disputes by employing conflict resolution techniques.
  • Maintained company compliance with local, state and federal laws, in addition to established organizational standards.
  • Reduced process gaps while supervising employees to achieve optimal productivity.
  • Monitored and reported budgetary discrepancies to corporate senior management to maximize reporting efficiency and finalized spending plans.
  • Analyzed revenues, expenditures and cash management.
  • Designed and implemented effective budgeting policies and procedures.

Director of Quality Control

Ameristar Casino Resort Spa
Black Hawk, CO
01.2014 - 12.2015
  • Approved incoming materials by confirming specifications and taking measurement tests.
  • Documented inspection results by completing logs.
  • Collaborated with development teams, internal customers and product line management to verify delivery of desired quality requirements to distributors.
  • QA inspections.
  • Developed and analyzed quality control processes and deliverables to determine present standards and establish recommended action plans.
  • Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
  • Used LMS to produce reports regarding daily production quality, nonconformance of products or processes and quality trends.
  • Utilized chemicals and cleaning equipment in accordance with safety protocols and proper operating standards.
  • Directed team of 120 personnel in busy hotel with 1,200 rooms.
  • Communicated repair needs to maintenance staff.
  • Evaluated employee performance and developed improvement plans.
  • Managed team productivity and workflow to exceed quality standards.
  • Worked with front desk to respond promptly to all guest requests.
  • Managed laundry sorting, washing, drying and ironing.
  • Maintained excellent relationship with cleaning staff while merging lines of communication with front desk employees to achieve timely execution of cleaning duties.
  • Maintained required records of work hours, budgets and payrolls.
  • Drove continuous commitment to product quality and safety, reducing downtime and overtime with effective budgeting and assignation of talents as well as resources.
  • Managed j1 and H2B program.
  • Managed Housing and transportation.
  • Implemented employee motivation program.
  • Worked with Hotel management to meet scores and guest satisfaction.
  • Consistently responded to cleaning emergencies on behalf of guests with speed, ease and confidentiality.
  • Inspected facility cleaning and maintenance to prevent mistakes and maintain quality service.


Director of Environmental Services (EVS)

S.A.T Construction Company
Edmonton , Canada
10.2012 - 11.2013
  • Created annual budget and developed comprehensive plan to accomplish company objectives while staying within budget.
  • Managed daily operations while overseeing multiple locations to foster increased productivity.
  • Mitigated costs while collaborating with vendors to manage inventory items.
  • Trained staff on safe operation of cleaning equipment, tools, devices and chemical and cleaning agents to efficiently perform duties and reduce harm to floors, fixtures, staff and environment.
  • Distributed supplies and goods to staff at beginning of shift to manage inventory and maintain proper supplies while controlling expenses.
  • Prepared and presented reports of hours worked, staff assignments and tasks and duties performed to properly allocate department expenses and maintain budget.
  • Conducted or assisted with screening and hiring of job applicants, training employees and administering performance reviews to maintain adequate and qualified workforce.
  • Selected most suitable cleaning materials for different types of linens, furniture, flooring and surfaces.
  • Maintained required records of work hours, budgets and payrolls.
  • Supervised work of contracted employees to keep on task for timely completion.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Organized daily cleaning schedules for custodial team.
  • Inspected ongoing projects for compliance with preset procedures.
  • Recommended or arranged for painting, repair work, renovations and replacement of furnishings and equipment.

Guest Services Manager

Hilton Hotels Corporation
Barcelona, Spain
12.2010 - 08.2012
  • Assisted with check-ins and check-outs during high traffic seasons to deliver excellent customer service.
  • Developed and implemented strategies to improve guest experiences and build loyalty.
  • Organized and distributed payroll for 20 staff members.
  • Managed 20 staff members to deliver timely and courteous guest service in front desk, housekeeping and maintenance operations.
  • Led weekly team meetings to communicate upcoming promotions and current metrics.
  • Maintained high employee satisfaction and performance with hands-on and collaborative style.
  • Reviewed upcoming events and planned for expected challenges.
  • Created and delivered effective training materials and courses.
  • Handled front desk and guest services budget and outlined adherence plans for specific positions.
  • Oversaw lobby operations and concierge services.
  • Reviewed daily bookings, preparing guest rooms prior to arrival.
  • Understood and implemented safety and emergency procedures.
  • Attended to customer needs, responding to questions, complaints and escalations.
  • Monitored staff training, scheduling and shift changes.

Assistant Guest Services Manager

Hyatt
Munich, Germany
02.2008 - 10.2010
  • Hired and trained new employees, demonstrating best methods for serving clients and guests.
  • Booked large groups for weddings, seminars, conferences and other events, providing best available room rates.
  • Supervised team of 10 front desk agents and helped to resolve issues arising during shifts.
  • Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
  • Coordinated arrivals and departures of VIPs.
  • Contacted housekeeping staff and maintenance department immediately to resolve guest room issues.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Planned coverage needs and organized services to support incoming special events.
  • Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
  • Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
  • Surveyed guests to check for areas in need of improvement.

Education

Associate of Resort Management -

Colorado Mountain College
Steamboat Springs/Online
09.2018

Associate Business Administration -

Politecnico Gran Colombiano
Online
10.2012

Skills

  • Strategic planning
  • Process improvements
  • Performance Analysis
  • Recruitment
  • Budget development
  • Effective leader
  • Coaching and mentoring
  • Delegation
  • Inventory management
  • Staff training/development
  • Client account management
  • Relationship building
  • Attention to Detail
  • Conflict Resolution
  • Time Management
  • Bilingual English/Spanish
  • Team Leadership
  • Training and Development
  • Performance improvement
  • Deadline-oriented

Timeline

Regional Director of Operations

Mastercorp Hospitality LLC
05.2018 - Current

Hotel General Manager

Holiday Inn
01.2016 - 03.2018

Director of Quality Control

Ameristar Casino Resort Spa
01.2014 - 12.2015

Director of Environmental Services (EVS)

S.A.T Construction Company
10.2012 - 11.2013

Guest Services Manager

Hilton Hotels Corporation
12.2010 - 08.2012

Assistant Guest Services Manager

Hyatt
02.2008 - 10.2010

Associate of Resort Management -

Colorado Mountain College

Associate Business Administration -

Politecnico Gran Colombiano

Similar Profiles

CREATE PROFILE
Diana Calderon