Pennelope Wright
La Quinta,CA
Summary
Dynamic luxury hospitality executive with a record of driving operational excellence across multiple departments in Four Diamond hotels and luxury resorts. Demonstrated success in enhancing guest experiences and leading multimillion-dollar renovations while aligning operations with brand standards and ownership goals.
Overview
14
14
years of professional experience
Work History
Regional Director of Operations
SAFECO Parking & Protection
10.2024 - Current
- Led multi-site operations for luxury hotels and resorts, ensuring exceptional service delivery.
- Directed regional leadership teams to uphold high guest service standards across all sites.
- Oversee budgeting and labor forecasting to consistently hit a 96% operational accuracy target.
- Partner with hotel leadership teams to enhance guest arrival experiences, boosting front-drive efficiency by 14%.
- Developed SOPs and operational procedures to enhance consistency and improve guest arrival metrics.
Rooms Director
Sands Hotel
Indian Wells, CA
03.2025 - 10.2025
- Directed daily operations for housekeeping and engineering departments to elevate service delivery at luxury boutique resort.
- Achieved a 3.2-point increase in guest satisfaction scores through improved room quality and service standards.
- Streamlined inventory controls and supply management processes to minimize waste and enhance resource allocation.
- Authored departmental SOPs, resulting in a 94% compliance rating on Forbes service standard evaluations.
Assistant General Manager
Indian Wells Golf Resort
Indian Wells, CA
11.2023 - 02.2025
- Partnered with celebrity chef Richard Blais to launch Kestrel Kitchen + Lounge, driving a 22% increase in capture rate.
- Implemented labor and cost-control strategies that increased GOP margins by 4.5%, surpassing financial targets.
- Managed 150+ employees across resort operations and food & beverage departments, maintaining an 88% retention rate.
- Directed hospitality and food & beverage operations to achieve $7.25M in annual revenue.
Assistant General Manager
Hotel Fera, DoubleTree by Hilton
Orange, CA
08.2022 - 11.2023
- Oversaw pre-opening operational execution, successfully hitting the opening deadline while staying 3% under budget.
- Led seven department heads in hotel operations and guest services to enhance service delivery.
- Coordinated operational alignment among ownership, contractors, and leadership teams to ensure project objectives were met.
- Directed operations during an $18M hotel renovation and rebranding project for a 400-room property.
Director of Food & Beverage
Hilton Universal
Universal City, CA
02.2022 - 08.2022
- Directed food & beverage operations for a Four Diamond luxury hotel with extensive banquet operations.
- Led 22 operational leaders across restaurants, bars, and events to enhance service quality and operational alignment.
- Managed post-pandemic reopening initiatives, optimizing labor efficiency by 18% to support operational recovery.
Assistant General Manager
The Westin Anaheim Resort
Anaheim, CA
09.2019 - 02.2022
- Managed operations for AAA Four Diamond luxury resort with seven outlets and extensive event space, enhancing guest experience and operational efficiency.
- Supervised 25 managers, directing operational restructuring that contributed to 12% RevPAR growth during market recovery.
- Assisted in daily operations of golf course and resort facilities.
- Coordinated staff schedules to ensure adequate coverage for events.
- Managed guest relations to enhance customer satisfaction and experience.
General Manager
Wyndham Hotels & Resorts
Los Angeles, CA
11.2016 - 03.2019
- Led $6M renovation project, achieving 15% increase in ADR and 9% growth in F&B revenue.
- Negotiated $1.5M government lodging contract, ensuring occupancy remained above 82%.
- Oversaw daily hotel operations and staff performance management.
- Developed and implemented operational policies to enhance guest experience.
- Managed budgeting processes and financial reporting for hotel profitability.
Director of Operations
Hyatt Regency
Los Angeles, CA
01.2012 - 01.2016
- Directed operations for 580-room hotel, overseeing 140 employees and 17 managers to enhance guest satisfaction and operational efficiency.
- Managed $6M annual F&B revenue and led $20M renovation, resulting in property GSS ranking improvement to top 10%.
- Streamlined daily operations to enhance guest services and satisfaction.
- Coordinated staff schedules to optimize team efficiency and coverage.
- Managed vendor relationships to ensure quality supplies and services.
Assistant General Manager
Marriott Hotel Fullerton
Assistant General Manager
DoubleTree Orchard Restaurant & Piano Nightclub
Front Office Manager
Riverside Marriott (Sunstone Hotels)
Reservations Manager
Pechanga Resort & Casino
Skills
- Luxury Resort Operations
- Hotel Operations
- Multi-Department Leadership
- Rooms Operations
- P&L Management
- Budgeting & Forecasting
- Labor Management
- Revenue Growth Strategies
- Vendor Negotiations
- F&B management
- Event Operations
- Renovation management
- SOP Implementation
- Service excellence standards
- Guest experience
Earlier Career History
- Assistant General Manager, Marriott Hotel Fullerton
- Assistant General Manager, DoubleTree Orchard Restaurant & Piano Nightclub
- Front Office Manager, Riverside Marriott (Sunstone Hotels)
- Reservations Manager, Pechanga Resort & Casino
Core Competencies
Luxury Resort Operations, Hotel Operations, Multi-Department Leadership, Rooms Operations, P&L Management, Budgeting & Forecasting, Labor Management, Revenue Growth Strategies, Forbes & AAA Service Standards, Guest Experience Excellence, SOP Implementation, Renovation & Rebranding, Vendor Negotiations, Food & Beverage Management, Event Operations
Executive Profile
Director of Operations, Luxury Resort & Hospitality Executive, Luxury hospitality executive with 25+ years of experience leading operations for Four Diamond hotels, luxury resorts, destination dining venues, and large-scale hospitality environments. Proven track record of driving operational excellence, improving guest satisfaction, leading multimillion-dollar renovations, and building high-performing leadership teams. Recognized for aligning property operations with ownership goals and luxury brand standards.
Languages
Spanish
Professional
Timeline
Rooms Director
Sands Hotel
03.2025 - 10.2025
Regional Director of Operations
SAFECO Parking & Protection
10.2024 - Current
Assistant General Manager
Indian Wells Golf Resort
11.2023 - 02.2025
Assistant General Manager
Hotel Fera, DoubleTree by Hilton
08.2022 - 11.2023
Director of Food & Beverage
Hilton Universal
02.2022 - 08.2022
Assistant General Manager
The Westin Anaheim Resort
09.2019 - 02.2022
General Manager
Wyndham Hotels & Resorts
11.2016 - 03.2019
Director of Operations
Hyatt Regency
01.2012 - 01.2016
Assistant General Manager
Marriott Hotel Fullerton
Assistant General Manager
DoubleTree Orchard Restaurant & Piano Nightclub
Front Office Manager
Riverside Marriott (Sunstone Hotels)
Reservations Manager
Pechanga Resort & Casino