Richard Diaz
Orlando,FL
Summary
Hospitality professional with extensive experience in cruise line and hotel operations, guest services, and food & beverage. Proven ability to manage multi-million dollar budgets, optimize operations, and drive revenue growth. Skilled in leading teams, implementing cost-control strategies, and overseeing fleet-wide initiatives to enhance guest experiences. Seeking a leadership role to apply expertise in financial oversight, operational strategy, and project management.
Overview
6
6
years of professional experience
Work History
Specialist – Rooms Division
Holland America Line
12.2022 - Current
- Support Rooms Division operations across 11 ships, ensuring consistency in housekeeping, guest services, and port experience teams by providing strategic guidance, operational oversight, and process improvements
- Manage an annual budget of $3.4M for uniforms and $7.5M for linen, terry, and amenities, optimizing spending while maintaining high guest satisfaction standards
- Lead all revenue projects, from initial planning to execution, ensuring seamless rollout across the fleet while maximizing profitability
- Supervise onboard laundry operations, monitoring equipment status, maintenance needs, and efficiency to ensure smooth service
- Collaborate with shipboard and corporate teams to enhance guest experiences, improve operational efficiencies, and address service gaps based on feedback and performance metrics
- Implement cost-control measures across all managed areas, reducing waste, optimizing procurement strategies, and driving long-term savings
F&B Manager
Lodge Kohler
08.2022 - 12.2022
- Managed Food & Beverage operations for Lodge Kohler, a Four-Diamond resort located directly across from Lambeau Field, home of the Green Bay Packers
- Increased F&B revenue by 54% during football season by implementing game-day promotions, strategic pricing, and VIP dining packages tailored for high-traffic events
- Developed seasonal menus and exclusive dining experiences, enhancing the resort’s reputation for culinary excellence
- Led a team of chefs, servers, and bartenders, providing training that improved service quality and operational efficiency
- Managed inventory, vendor relations, and cost controls, balancing high service standards with budget efficiency
- Ensured compliance with luxury service standards, maintaining the AAA rating through exceptional guest experiences
Senior Analyst – Housekeeping
Royal Caribbean International
02.2022 - 05.2022
- Provided operational support to a fleet of 26 ships, assisting with housekeeping, inventory management, and process optimization
- Implemented a once-a-day service model, leading to annual cost savings of $9.8M in salaries and $575K in inventory while maintaining service quality
- Developed and maintained fleet-wide KPI reports, enabling data-driven decision-making for operational improvements
- Liaised with corporate IT teams to deploy new mobile applications for Guest Services and Stateroom Attendants, improving onboard efficiency
- Recruited and onboarded housekeeping supervisors and senior staff, ensuring a high level of expertise and service across the fleet
Corporate Manager – Rooms Division
Royal Caribbean Group - Azamara Cruises
09.2019 - 03.2022
- Led Rooms Division operations across four cruise ships, enhancing Housekeeping, Guest Relations, and guest satisfaction programs through strategic oversight and process improvements.
- Managed a $5M annual consumables & replaceable budget, implementing cost-saving strategies that cut expenses by $400K annually while maintaining quality standards.
- Consistently achieved top-tier Net Promoter Scores (NPS) for Housekeeping & Guest Relations by proactively resolving issues, optimizing service delivery, and improving guest engagement.
- Partnered with HR, F&B, and Marine Operations to standardize guest service protocols fleet-wide, fostering a seamless and elevated guest experience.
- Redesigned the check-in experience, transitioning to a digital, streamlined process that enhanced efficiency, reduced wait times, and improved overall guest satisfaction.
- Implemented staff engagement, gender diversity, and cultural initiatives, while introducing a real-time reporting tool for hiring trends and workforce analysis
Lead Hotel Operations Purchaser
Royal Caribbean Group - Azamara Cruises
12.2018 - 09.2019
- Managed procurement for all hotel operations for a new-build cruise ship, overseeing Housekeeping, F&B, Guest Relations, and Entertainment needs
- Controlled a $6.2M budget, negotiating vendor contracts to maximize cost-efficiency while ensuring high-quality supply chain standards
- Coordinated logistics and inventory delivery, working with global suppliers to ensure timely and accurate shipments to shipyards and vessels
- Led a team of 20 at the shipyard, overseeing warehouse operations, deliveries, and onboard installations
Education
Associate in Arts -
Miami Dade College
Completed Coursework Toward Food & Beverage Management Certificate - undefined
Miami Dade College
Hospitality Management Certificate - undefined
eCornell
Skills
- Hotel Operations Management
- Guest Experience Enhancement
- Equipment Oversight in Laundry
- Project Implementation Strategy
- Procurement Optimization Techniques
- Vendor Relations Management
- Inventory & Par Level Management
- USPH Compliance Expertise
- Simphony PMS Expertise
- Crunchtime Proficiency
- MXP Proficiency
- AMOS Proficiency
- Hyperion Reporting
- Proficient in Silverware POS Systems
Timeline
Specialist – Rooms Division
Holland America Line
12.2022 - Current
F&B Manager
Lodge Kohler
08.2022 - 12.2022
Senior Analyst – Housekeeping
Royal Caribbean International
02.2022 - 05.2022
Corporate Manager – Rooms Division
Royal Caribbean Group - Azamara Cruises
09.2019 - 03.2022
Lead Hotel Operations Purchaser
Royal Caribbean Group - Azamara Cruises
12.2018 - 09.2019
Completed Coursework Toward Food & Beverage Management Certificate - undefined
Miami Dade College
Hospitality Management Certificate - undefined
eCornell
Associate in Arts -
Miami Dade College
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