Diane Elledge
Daly City,US
Summary
Knowledgeable Operations Manager with proven track record in optimizing operational efficiency and streamlining processes. Successfully managed large teams and implemented strategic initiatives that improved productivity and reduced costs. Demonstrated leadership and problem-solving skills to drive continuous improvement and achieve organizational goals.
Overview
7
7
years of professional experience
Work History
Director of Operations
Canopy By Hilton
02.2024 - Current
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Trained and guided team members to maintain high productivity and performance metrics.
- Managed daily hotel operations, ensuring smooth functioning and excellent customer service.
- Oversaw day-to-day operations of 200 room hotel with staff of 14 employees.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
Operations Manager
DoubleTree by Hilton
08.2023 - Current
- Works with the hotel General Manager to achieve and exceed guest satisfaction scores in all areas of the hotel
- Responsible for satisfaction scores for the front desk operations
- Addresses any deficiencies in the area immediately
- Work with the corporate training department to develop action plans as necessary to achieve expected guest satisfaction scores
- Train guest service agents on proper front desk procedures
- Recruits, interviews and selects, in conjunction with the General Manager, the most qualified candidates for front desk positions
- Prepare weekly schedules for front office staff
- Address performance deficiencies of front office staff through coaching and disciplinary actions
- Complete performance evaluations for front office staff
- Responsible for posting weekly guest satisfaction scores for hotel associates to see and review
- Ensure guest service agents are in compliance with clean, neat uniforms and name badges
- Managing inventory in the property management system
- Responsible for settling guest accounts and all aspects of record keeping by overseeing and coordinating front desk and audit function to ensure financial transactions for the day were verified and balanced
- Introduced and oversaw implementation of new procedures, policies, and methods for smooth departmental operations
- Enter payroll for guest service and supervisors
Front Desk Supervisor/Manager on Duty
Hotel Zetta
01.2022 - 09.2023
- Assumed Manager-on-Duty responsibilities when scheduled
- Held responsible for the successful operations of the Front Office department daily, along with the training and development of all associates
- Assisted guest and fell associates to resolve and in-house issues promptly whenever they would arise
- Achieved quality results by leading the department through training, communication, and empowerment
Residence Services Supervisor
Fairmont Heritage Place Ghirardelli Square
02.2021 - 01.2022
- Working with the Residence Manager to ensure daily operations are in order
- Scheduling, inspecting rooms
- Supervising the front desk team
Guest Experience Specialist-Front Desk Agent
San Francisco Proper Hotel
03.2018 - 01.2021
- Lead front desk agent to Guest Experience Specialist
- My job was to motivate the team
- Daily operations at the front desk
Education
B.A. - English
Skills
- Operations Manager
- Guest Services Manager
- Administrative Experience
- Teaching
- Opera performance
- Interviewing
- Supervising experience
- Front desk
- Hotel experience
- Hospitality management
- Hospitality
- Guest services
- Leadership
- Guest relations
- Customer service
- Communication skills
- Oracle
- OPERA
- Microsoft Office
- Computer skills
- Payroll
- Sales
- Hotel management
- Forecasting
- Operations management
- Operational efficiency
- Operations oversight
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Manager of the year
I was awarded manager of the year at the Doubletree for my dedication to excellence and high social media scores.
Colleague of the quarter 3 times for excellent Trip Advisor reviews, and perfect attendance.
Timeline
Director of Operations - Canopy By Hilton
02.2024 - Current
Operations Manager - DoubleTree by Hilton
08.2023 - Current
Front Desk Supervisor/Manager on Duty - Hotel Zetta
01.2022 - 09.2023
Residence Services Supervisor - Fairmont Heritage Place Ghirardelli Square
02.2021 - 01.2022
Guest Experience Specialist-Front Desk Agent - San Francisco Proper Hotel
03.2018 - 01.2021
CSU - B.A., English
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