Summary
Overview
Work History
Education
Skills
Timeline
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Diana Desmoulin

Miami Beach

Summary

Operations professional with a proven track record in optimizing processes and driving efficiency. Strong focus on team collaboration, strategic planning, and achieving measurable results. Adept at adapting to changing needs and leading cross-functional teams. Skilled in project management, process improvement, and resource allocation. Dependable and results-driven individual known for enhancing operational performance.

Overview

6
6
years of professional experience

Work History

Rooms Operations Manager

The Miami Beach EDITION
04.2024 - Current
  • Supervising operations and keeping employees compliant with company policies and procedures.
  • Empowering employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Conducting regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Consistently managing inventory to achieve timely and accurate delivery of goods and services.
  • Leading hiring, onboarding and training of new hires to fulfill business requirements.
  • Enhancing guest satisfaction by establishing clear communication channels and addressing concerns promptly.
  • Establishing positive and effective communication among the employees and leadership, reducing miscommunications, and missed deadlines.
  • Working with maintenance team to enhance guestrooms quality by using GXP effectively.
  • Facilitating smooth collaboration between departments through clear communication channels.
  • Identifying and resolving unauthorized, unsafe, or ineffective practices.
  • Developing and implementing strategies to maximize guest satisfaction.
  • Developing strong relationships with vendors, resulting in better and improved service quality.
  • Implementing quality control systems to boost overall high cleanliness score consistency and reliability.
  • Leading successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
  • Implementing sustainability initiatives, reducing environmental impact.
  • Seizing opportunities to interact well with guests to build connections and nurture relationships.
  • Scheduling employees for shifts, taking into account hotel's occupancy and productivity
  • Implementing innovative programs to increase employee loyalty and reduce turnover.
  • Reporting issues to higher management with great detail

Housekeeping Coordinator

The Miami Beach EDITION
06.2021 - 04.2024
  • Worked with front desk to respond promptly to all guest requests.
  • Enhanced guest satisfaction by ensuring the timely completion of housekeeping tasks and maintaining high-quality standards.
  • Streamlined communication between housekeeping staff and office management, resulting in improved efficiency and teamwork.
  • Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
  • Conducted regular room inspections to ensure adherence to cleanliness standards, resulting in higher guest satisfaction ratings.
  • Trained all new J1 personnel to add to their learning journey.
  • Collaborated with other departments to resolve guest issues promptly, fostering a seamless service experience for guests.
  • Served as a liaison between the housekeeping department and front desk staff, facilitating clear communication regarding room statuses and guest requests.
  • Maintained accurate records of maintenance requests through GXP and coordinated with the engineering department to ensure timely repairs or replacements when needed.
  • Assisted in developing standard operating procedures for various tasks within the housekeeping department, contributing to greater efficiency and consistency across teams.
  • Contributed to the establishment of a positive work environment through effective leadership and support for housekeeping staff members.

Guest Experience Expert

The Miami Beach EDITION
09.2019 - 06.2021
  • Enhanced guest satisfaction by addressing and resolving concerns promptly and professionally.
  • Streamlined check-in process for improved efficiency and reduced wait times.
  • Handled guest complaints with tact and empathy, resulting in successful conflict resolution.
  • Monitored online reviews from past guests, identifying areas for improvement in service delivery or facility management as needed.
  • Implemented effective up-selling techniques for additional revenue generation while maintaining genuine care for the guest's needs.
  • Provided knowledgeable support to guests regarding hotel amenities and offerings, ensuring satisfaction with available options.
  • Participated in regular team Daily EDITION to discuss best practices or address challenges encountered in the course of daily operations, fostering a strong sense of teamwork and collaboration.
  • Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
  • Assisted guests with check-ins, account inquiries, and any additional services needed.

Education

Bachelor - Business Administration And Management

Miami Dade College
Miami, FL
04-2024

Skills

  • Detail-oriented with strong technical skills and the ability to learn concepts quickly, and to function at a high level in wide variety of setting Ability to plan, organize and prioritize work
  • Great communication skills – Fluency in English, French, Haitian Creole and moderate level of Spanish
  • Team leadership
  • Employee relations and conflict resolution
  • Planning and implementation
  • Employee motivation
  • Schedule management
  • Performance reporting
  • Decision-making

Timeline

Rooms Operations Manager

The Miami Beach EDITION
04.2024 - Current

Housekeeping Coordinator

The Miami Beach EDITION
06.2021 - 04.2024

Guest Experience Expert

The Miami Beach EDITION
09.2019 - 06.2021

Bachelor - Business Administration And Management

Miami Dade College

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Diana Desmoulin