QUENTIN MCELVEEN
Florence,SC
Summary
Accomplished leader with over 10 years of experience in operations and customer experience management, including a recent focus on healthcare settings. Proven track record in driving organizational success through effective team leadership, strategic planning, and operational efficiency. Skilled at seamlessly transitioning skills to new industries such as agriculture and environmental services, while maintaining a strong commitment to sustainability, community engagement, and regulatory compliance.
Overview
13
13
years of professional experience
Work History
Guest Experience Coach/Trainer
HopeHealth
09.2021 - Current
- Pioneered initiatives to enhance customer service and experience in a diverse range of healthcare settings, resulting in improved patient interactions aligned with company goals.
- Successfully implemented focused training programs on hospitality and service excellence, resulting in notable improvements in patient satisfaction and engagement metrics.
- Collaborated with cross-functional teams to develop and implement standardized processes for enhanced service delivery and operational efficiency in over 15 locations.
Enterprise Delivery Recruiter
The Adecco Group
12.2020 - 05.2021
Assistant General Manager
Hampton Inn by Hilton
08.2019 - 12.2020
- Directed a multidisciplinary team, enhancing operational standards, guest satisfaction, and employee engagement.
- Led initiatives that improved the hotel's regional standing for service quality, particularly in guest satisfaction metrics. C
- Managed budget and operational efficiency to align with corporate objectives.
Operations Manager
Aloft Greenville Downtown
08.2017 - 12.2018
- Managed and supervised hotel operations to ensure outstanding guest satisfaction and profitability.
- Implemented process improvements resulting in sustained high rankings in guest satisfaction.
- Provided continuous leadership and mentorship to foster a culture of excellence.
Front Office Manager
Spartanburg Marriott
09.2016 - 08.2017
- Achieved top-tier rankings in service delivery across the Marriott brand by managing front office operations.
- Enhanced employee engagement and operational efficiency through strategic initiatives and targeted training programs.
- Ensured compliance with brand standards and quality assurance protocols, playing a key role.
Guest Services Shift Leader
The Inn at USC Wyndham Garden
04.2016 - 09.2016
- Assisted management in developing strategies to increase occupancy percentage and average daily rates.
- Enhanced guest satisfaction by promptly addressing inquiries and resolving issues in a professional manner.
- Ensured accurate billing practices were followed, minimizing discrepancies and potential conflicts with guests during checkout procedures.
Admissions Recruiter
Strayer University
01.2015 - 04.2016
- Conducted thorough evaluations of each applicant''s transcripts, test scores, essays, and extracurricular activities for compatibility with institutional standards.
- Enhanced applicant experience by conducting informative campus tours and providing comprehensive information on academic programs.
- Organized successful open house events, resulting in increased attendance and higher levels of student engagement.
Assistant Branch Manager
Enterprise Rent-A-Car
05.2013 - 01.2015
- Trained and developed new team members in alignment with branch service standards and objectives.
- Monitored daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
- Oversaw successful completion of internal audits with minimal findings, demonstrating strong adherence to bank policies and regulations.
Guest Services Manager
Hyatt Regency New Orleans
08.2011 - 12.2012
- Successfully finished the Management Development Program, focusing on rooms departments as well as food and beverage departments.
- Supervised a team of front desk agents, ensuring adherence to policies, procedures, and top-notch customer service standards.
- Led weekly team meetings to communicate upcoming promotions and current metrics.
Education
Bachelor of Science - Hospitality Management
University of South Carolina
Columbia, SC05.2011
Associate of Arts - Small Business Management
Florence-Darlington Technical College
Florence, SC12.2009
Skills
- Sustainable Practices & Environmental Stewardship
- Regulatory Compliance & Quality Assurance
- Team Leadership & Development
- Stakeholder Engagement & Community Outreach
- Data Analysis & Performance Metrics
- Property Management Systems (Opera, HotSOS, OnQ Insider, Marsha PMS)
- Effective Communication & Group Leadership
- Operations & Project Management
Websites
Affiliations
- American Hotel & Lodging Association (AHLA) — Member since 2016
- St. Jude Children's Research Hospital donator
Timeline
Guest Experience Coach/Trainer
HopeHealth
09.2021 - Current
Enterprise Delivery Recruiter
The Adecco Group
12.2020 - 05.2021
Assistant General Manager
Hampton Inn by Hilton
08.2019 - 12.2020
Operations Manager
Aloft Greenville Downtown
08.2017 - 12.2018
Front Office Manager
Spartanburg Marriott
09.2016 - 08.2017
Guest Services Shift Leader
The Inn at USC Wyndham Garden
04.2016 - 09.2016
Admissions Recruiter
Strayer University
01.2015 - 04.2016
Assistant Branch Manager
Enterprise Rent-A-Car
05.2013 - 01.2015
Guest Services Manager
Hyatt Regency New Orleans
08.2011 - 12.2012
Bachelor of Science - Hospitality Management
University of South Carolina
Associate of Arts - Small Business Management
Florence-Darlington Technical College
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