Ruben Duran
San Antonio
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Focused Director of Operations with 22 years of success in designing customer-oriented programs and developing high performing service-oriented teams. Accomplished in working with organizational leaders to establish business goals and devise strategies driving revenue generation and business growth. Proven track record in creating scalable customer service operations infrastructures and leveraging social media to nurture relationships with customers.
Overview
23
23
years of professional experience
Work History
Director of Operations
Intercontinental Hotels Group
San Antonio, TX
01.2024 - Current
- Oversee daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
- Developed systems and procedures to improve operational quality and team efficiency.
- Monitored budget and utilized operational resources.
- Oversee day-to-day production activities in accordance with business objectives.
- Enhanced employee engagement by developing training programs, fostering a collaborative culture, and promoting professional development opportunities.
- Assisted in recruiting, hiring and training of team members.
- Implemented quality control measures to maintain high standards of service delivery.
- Maximized profitability with strategic menu pricing and comprehensive inventory management systems.
- Optimized labor costs by monitoring staffing levels based on business needs and adjusting schedules accordingly for maximum efficiency.
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
- Oversaw food preparation and monitored safety protocols.
- Established procedures for corrective and preventive maintenance.
- Attended weekly department head meetings to share information and voice concerns.
- Managed budgets for engineering projects, making strategic decisions to optimize resources while maintaining quality standards.
- Streamlined inventory management processes, reducing waste and ensuring consistent availability of necessary supplies.
Director Rooms
Holiday Inn Riverwalk
San Antonio, TX
01.2017 - 01.2024
- Maintain OSAT to ensure Superior status
- Issued supplies and equipment to employees, regularly checking inventories to meet demand and support successful operations.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Provided training and oversight for large temporary workforce, implementing standardized professional development opportunities and thoughtful leadership protocol to maximize productivity and employee satisfaction.
- Help Implement guidelines to all departments in increase Trip-Advisor ranking
- Upheld high standards for customer service and led by example.
- Implemented successful strategies to increase customer satisfaction.
- Ensure weekly walk of property is being done and ensure department heads are following up with any deficiencies
- Oversell all Capital projects and execute for the hotel, set up the 5 year plan
- Ensure Hotel social media is maintained.
Front Office Manager
Holiday Inn Riverwalk
San Antonio, TX
01.2013 - 01.2017
- Oversee the day-to-day front office operations
- Coached employees through day-to-day work and complex problems.
- Delivered performance reviews, recommending additional training or advancements.
- Ensure Front Office OSAT scores in all areas are above brand standards
- Ensure front office staff follow company policy and rules
- Help Implement service recovery guidelines/ problem resolutions are above brand standards Inspect all VIP rooms with Director of Housekeeping and Chief Engineer
- Ensure weekly walk of property is being done and ensure department heads are following up with any deficiencies
- Established team priorities, maintained schedules and monitored performance.
- Attend Weekly Revenue meetings with Regional Director and go over rate strategies/ structure
- Monthly Risk Management audit/ assessments
- Maintain Monthly department operational checkbook/ expenses
Operations Manager
IHG Army Hotels
FT Sam Houston
01.2012 - 01.2013
- Oversee the day-to-day operations and assignments of the hotel staff; assist the Regional Operations/ General Manager in the development and communications of hotel strategies’ and goals
- Help Achieve budgeted revenues, control labor cost and expenses and maximize profitability with in rooms and gift shop areas
- Assisted in recruiting, hiring and training of team members.
- Developed and implemented strategies to maximize customer satisfaction.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Do a housekeeping daily check on rooms and ensure a weekly deep clean is being done and tracked
- Ensure weekly walk of property is being done and ensure department heads are following up with any deficiencies
- Make recommendations to Regional Director of Operation of any Capital hotel might need in near future.
Front Office Manager
Crowne Plaza Energy Corridor
Houston, TX
01.2011 - 01.2012
- Monitored customer service trends and provided insights to management team for further improvement.
- Delivered performance reviews, recommending additional training or advancements.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Oversee and maintain all I.T.
- Attend and review weekly revenue management calls and have a rate set up for the following week
- Acting Director of Operations for five months helping hotel change flags and managements
Controller
Holiday Inn Select East
Memphis, TX
01.2009 - 01.2011
- Ensure all financial controls in place and meet all company requirements via CSA
- Prepare annual operating hotel budget and financial planning to support the overall objective of the hotel
- Completed journal entries, reconciliations, and account analysis to prepare quarterly financial documents and general account management.
- Prepare all end of the month functions (re-classes, accruals, credits)
- Ensure all cash and credit cards are reconciled on a daily bases and balanced to hotels bank account
- Prepared balance sheets, cash flow reports and income statements.
- Ensure all credits meeting are held monthly
- Accurately completed financial statement audits and thoroughly reviewed results.
Assistant Director of Finance
Holiday Inn Select
San Antonio, TX
01.2002 - 01.2009
- Assist Area Director of Finance with all accounting function for a cluster environment
- Reviewed accounting and financial documents for accuracy and examined supporting documentation to establish conformance with contracts and agreements.
- Prepared monthly reconciliation of bank accounts and took corrective actions on deviations.
- Communicated with staff, vendors and contractors regarding invoices and payment status to facilitate accounts payable and accounts receivable procedures.
- Prepared and transmitted payroll for four hotels and maintain a 1% error rate for the year
- Assisted IHG via Task Force as a temporary Controller around the nation for three years
Education
No Degree -
St Phillips
01.2021
Blessed Sacrament Academy
2001
Skills
- Company Standards
- Business Operations
- Budget Tracking
- Operational Planning
- Manage Budgets
- Policies and Procedures
- Administrative Support
- Critical Thinking
- Operational Efficiency
- Operations Oversight
- Strategic planning and execution
- Quality Assurance
- Capital Spending
- Performance Evaluation and Monitoring
- Employee Motivation
Accomplishments
2007 Hotel Finance Employee of the Year - Americas US Southwest Region
2006-2008 Received an IHG Payroll award for a 1 % error rate for 3 hotels.
Timeline
Director of Operations
Intercontinental Hotels Group
01.2024 - Current
Director Rooms
Holiday Inn Riverwalk
01.2017 - 01.2024
Front Office Manager
Holiday Inn Riverwalk
01.2013 - 01.2017
Operations Manager
IHG Army Hotels
01.2012 - 01.2013
Front Office Manager
Crowne Plaza Energy Corridor
01.2011 - 01.2012
Controller
Holiday Inn Select East
01.2009 - 01.2011
Assistant Director of Finance
Holiday Inn Select
01.2002 - 01.2009
No Degree -
St Phillips
Blessed Sacrament Academy