Drake Diaz
Greenville,SC
Summary
Outgoing professional with a background managing employees, issues and administrative tasks in fast-paced environments. A highly visible and friendly Community Manager promoting exemplary talents in customer service, policies and procedures' oversight and facility security measures.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Portfolio Community Manager
CAMS
05.2024 - Current
- Serve as the primary point of contact between homeowners and the HOA board(s), facilitating open communication and promote community initiatives
- Overseeing 12 communities, ranging from communities with 20 homes to communities with over 300 homes
- Plan, organize, and execute community events (e.g., town halls, social gatherings, annual or board meetings) to enhance resident engagement and satisfaction
- Curate content for community newsletters, websites, and bulletin boards, and ensuring timely updates
- Address disputes between homeowners or between residents and the board(s) or committees, ensuring resolutions are in line with HOA guidelines and fostering a respectful community atmosphere
- Collaborate with vendors and contractors to oversee maintenance and improvement projects within the community, ensuring timelines and budgets are met while maintaining quality standards
- Monitor community compliance with HOA rules and regulations/covenants and bylaws, issuing reminders, notices, and follow-ups as necessary to maintain community standards
- Completed at least one inspection of the community per month
- Track key performance metrics, such as resident satisfaction, event participation, and compliance rates, to inform strategic decisions and improve overall community experience
- Managed each HOA's monthly budget and created budgets for each community
General Manager
Holiday Inn Express
02.2023 - 05.2024
- Managed bi-weekly payroll using Inova for 25+ employees, while also overseeing hiring, training, and coaching to enhance team efficiency and motivation
- Supervised daily hotel operations, including room bookings, guest services, housekeeping, and maintenance
- Developed and executed business strategies to meet financial objectives
- Conducted daily deposits and managed invoice payments
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Implemented operational strategies and effectively built customer and employee loyalty.
Assistant General Manager
Home2 Suites by Hilton
02.2022 - 02.2023
- Provided top-tier customer service via multiple channels, addressing guest inquiries and issues promptly
- Utilized Quore and other tools to ensure efficient communication and guest satisfaction
- Conducted engaging meetings to motivate and develop staff.
- Oversaw all trainings for front desk agents on all Hilton and management company practices, including OnQ and PEP Systems.
- Managed accounts for extended stays and processed accurate payroll
- Oversaw daily hotel operations and supervised employee recruitment and training
- Maintained reports using M3 software and managed inventory and supply orders
Assistant General Manager
Home2 Suites by Hilton
11.2020 - 02.2022
- Provided exceptional customer service through various channels
- Utilized platforms like Kipsu and Quore for prompt guest responses and team communication
- Conducted engaging meetings to foster employee development
- Managed accounts for extended stays and handled payroll processing
- Created and maintained weekly schedules for multiple departments
- Supervised daily hotel operations
- Led recruitment, training, and coaching efforts for staff
- Maintained updated reports and spreadsheets
- Managed procurement of supplies from various vendors while monitoring inventory levels
Sales Gallery Manager
Hilton Grand Vacations
05.2018 - 10.2020
- Frontline interaction with guests/owners, managing check-ins and assigning Vacation Counselors
- Organized tours for sales team and handled multiple tasks simultaneously
- Managed gift distribution and inventory tracking
- Provided sales team attendance reports
- Utilized IBM system for guest/owner information
- Guided closing process and managed contract documentation
Night Manager
Coral Beach Resort
02.2019 - 02.2020
- Oversaw night audit for 3 properties, ensuring accuracy
- Developed audit checklists
- Updated statistical worksheets
- Provided top-notch customer service
- Managed reservations using Maestro
- Balanced cash drawer and verified accuracy
- Checked-in guests and managed leads for email service
Taskforce Front Desk Manager
Patricia Grand Resort
03.2018 - 02.2019
- Managed night audit operations for 6 properties, ensuring accurate financial reporting
- Updated statistical worksheets using Micros system and managed reservations with RDP
- Provided excellent customer service and maintained cash drawer accuracy
- Streamlined front desk processes by creating and updating SOP/DOPs
- Developed weekly schedules for Guest Service team members
Education
Bachelor - Business Management
COASTAL CAROLINA UNIVERSITY
12.2019
Associate of Arts - Associates in Arts
RICHMOND EARLY COLLEGE
12-2012
Skills
- Leadership
- Micros POS
- Communication skills
- Microsoft Suite
- Sales management
- Merchandising
- Human Resources
- Serving
- Property Management
- CERTIFIED POOL OPERATOR
- Food industry
- PEP
- Team management
- ADP
- Cooking
- Food preparation
- Budgeting
- M3
- Driving
- Profit & loss
- Accounting software
- ZenDesk
- Assistant manager experience
- Box truck
- Hotel Effectiveness
- ALCOHOL SERVER/SELLER
- Customer service
- Payroll
- Cost control
- Loss Prevention
- Google Suite
Certification
- Certified Pool Operator
- Driver's License
Timeline
Portfolio Community Manager
CAMS
05.2024 - Current
General Manager
Holiday Inn Express
02.2023 - 05.2024
Assistant General Manager
Home2 Suites by Hilton
02.2022 - 02.2023
Assistant General Manager
Home2 Suites by Hilton
11.2020 - 02.2022
Night Manager
Coral Beach Resort
02.2019 - 02.2020
Sales Gallery Manager
Hilton Grand Vacations
05.2018 - 10.2020
Taskforce Front Desk Manager
Patricia Grand Resort
03.2018 - 02.2019
Bachelor - Business Management
COASTAL CAROLINA UNIVERSITY
Associate of Arts - Associates in Arts
RICHMOND EARLY COLLEGE
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