Diana Rollins
Summary
Enthusiastic Director Of Housekeeping offering 30 years of hospitality experience. Hands-on manager and team leader dedicated to providing high-quality, efficient housekeeping operations in support of guest needs. Greets and assists guests with questions or problems to resolve situations to promote guest satisfaction while maintaining service within policy guidelines.
Overview
33
33
years of professional experience
Work History
Executive Housekeeper
Vision Hospitality
Wilmington, North Carolina
06.2025 - 12.2025
- Inspection of all areas of the hotel to ensure cleanliness.
- Hands on training with new employees to ensure all correct standards were a focus.
- Maintained excellent relationship with various departments while merging lines of communication.
- Consistently responded to cleaning emergencies on behalf of guests with speed, ease and confidentiality.
- Lead monthly linen inventory as well as ordered all supplies for dept.
Custodial Manager I
New Hanover County Schools
Wilmington, North Carolina
10.2023 - 07.2025
- Evaluated employee performance and developed improvement plans.
- Communicated repair needs to maintenance staff.
- Increased employee performance through effective supervision and training.
- Inventory for all Custodial supplies and school essentials.
- Disposed of trash and recyclables each day to avoid waste buildup.
- Conducted regular classroom inspections to verify compliance with county standards.
- Monitored lunchroom activity during all periods. Cleaned up spills, wiped down tables between classes.
- Maintained positive relationship with teaching staff and office by addressing problems head-on and implementing successful corrective actions.
Director of Housekeeping
Hotel Ballast
Wilmington, NC
07.2021 - 12.2022
- Created schedules, shift reports and other business documentation to coordinate housekeeping needs.
- Inventoried incoming supplies and placed items in stock for use by personnel.
- Reviewed employee performance and devised improvement plan to achieve goals.
- Established hands-on, proactive management style to facilitate improvements to workflow and room turnover.
Housekeeping Director
Cambridge Village Of Wilmington
Wilmington, North Carolina
08.2019 - 08.2021
- Verified each completed room against standard plans to maintain consistency.
- Placed housekeeping staff on specific areas and resident apartments
- Reviewed employee performance and devised improvement plan to achieve goals.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Scheduled meeting with new residents and their families to set-up cleaning schedule for there apartments and provided information on what services were offered and addressed any concerns they may have.
seasonal work from home Customer Care
William Sonoma
10.2018 - 02.2019
- Organized professional with expertise in managing resources and optimizing performance. Proficient in providing valuable insights and supporting decision-making processes. Committed to enhancing productivity and contributing to overall success.
- Identified issues, analyzed information, and provided solutions to problems.
- Self-motivated, with a strong sense of personal responsibility.
- Versatile professional with strong problem-solving skills and history of adapting to diverse challenges. Applies innovative solutions and technical expertise to deliver exceptional results. Committed to streamlining processes and advancing organizational objectives.
- Paid attention to detail while completing assignments.
- Avaya Experience
Director of Housekeeping
Embassy Suites Wilmington Riverfront
Wilmington, North Carolina
11.2017 - 07.2018
- Arranged employment open house for new property
- Interviewed prospective employees and submitted onboarding packets to HR for processing
- Evaluated individual and team business performance and identified opportunities for improvement.
- Conducted all purchases for supplies necessary for dept function
- Analyzed business performance data and forecasted business results for upper management.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
Sales Associate
AutoZone
Wilmington, North Carolina
03.2013 - 06.2016
- Engaged customers in friendly, professional dialogue to determine needs.
- Answered incoming telephone calls to provide store, products and services information.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Received and displayed product shipments on store retail shelves upon delivery.
- Provided required service, to include, testing alternators, batteries
Executive Housekeeper
Hilton Garden Inn Mayfaire
Wilmington, North Carolina
08.2010 - 02.2014
- Managed Housekeeping and laundry staff for 119 room property
- Achieved all budgetary goals for the the department
- Quality Assurance inspection exceeded brand expectations year after year
- As member of Executive team, attended various meetings and trainings
- Recommended for taskforce assignments through Alliance Hospitality and Interstate Hotels, assisting at Macon Marriot City center as well as Hampton Inn White Plains
Director of Housekeeping
Hotel Chelsea
New York, NY
08.2007 - 08.2010
- First Hired head of Housekeeping for this Historic property
- Designed and promoted new SOP
- Designed and implemented a training program to increase Guest service satisfaction
- Successfully worked within department budget consistently for all three years
- Created spreadsheet in a shared drive to track all cyclical cleaning and engineering projects
- Responsible for sourcing, interviewing and selecting many vendors and contractors for the renovation and restoration of this historical building and its antique furniture
- Assisted in supervising all projects to restore building and antiques
- Interim Maintenance manager supervising and hiring maintenance staff and painters when needed
- Trained staff on proper floor care for specialized marble (aged) tiles, and area carpets
Education
Technical Diploma - Computer Networking And Data Communications
The Chubb Institute
New York, NY04.2001
Some College (No Degree) -
Kingsborough Community College of The City University of New York
Brooklyn, NYSome College (No Degree) -
Cape Fear Community College
Wilmington, NCSkills
- Department Coordination
- Revenue Forecasting
- Complex Problem Solving
- Administration and Reporting
- Performance Tracking and Evaluation
- Work Planning and Prioritization
- Onboarding and Orientation
- Document Control
- Payroll Administration
- Expense Tracking
- Quality Assurance and Control
- Supply Inventory Management
- Goal Setting
- Scheduling and Coordinating
- Verbal and Written Communication
- Project Planning
- Managing Operations and Efficiency
Timeline
Executive Housekeeper
Vision Hospitality
06.2025 - 12.2025
Custodial Manager I
New Hanover County Schools
10.2023 - 07.2025
Director of Housekeeping
Hotel Ballast
07.2021 - 12.2022
Housekeeping Director
Cambridge Village Of Wilmington
08.2019 - 08.2021
seasonal work from home Customer Care
William Sonoma
10.2018 - 02.2019
Director of Housekeeping
Embassy Suites Wilmington Riverfront
11.2017 - 07.2018
Sales Associate
AutoZone
03.2013 - 06.2016
Executive Housekeeper
Hilton Garden Inn Mayfaire
08.2010 - 02.2014
Director of Housekeeping
Hotel Chelsea
08.2007 - 08.2010
Technical Diploma - Computer Networking And Data Communications
The Chubb Institute
Some College (No Degree) -
Kingsborough Community College of The City University of New York
Some College (No Degree) -
Cape Fear Community College