Administrative Operations Professional with Leadership Experience

DIANE F. WILLIAMS

***** ***** ** **************@*****.***

Elmendorf, Texas 78112 210-***-****

SUMMARY

Dynamic, resourceful, and effective Manager and Team Leader with an excellent record of performance in operational management and customer service.

Skilled in recruiting, hiring, training, and mentoring team members who are motivated and focused on meeting organizational objectives.

Strong supervisory, organizational, and time-management abilities – accustomed to handling multiple ongoing activities in a fast-paced and time-sensitive environment.

Flexible fast-learner who adapts quickly to new challenges, works effectively in a team setting, and can be counted on to attain desired results.

Bilingual with the ability conduct formal business in English and Spanish

EXPERIENCE

MARRIOTT NORTHWEST, San Antonio, Texas 9/2017 – Present

Director of Housekeeping – Implemented changes in operations that improved laundry and housekeeping services for this 297-room hotel.

Replaced temporary positions with full-time employees and conducted formal training for all team members that focused on company policies and procedures and providing quality guest services.

Significantly improved guest satisfaction and reduced complaints.

Handle hiring, training, and scheduling for up to 50 team members.

CROWNE PLAZA HOTEL, San Antonio, Texas 5/15 – 9/17

Director of Housekeeping – Successfully turned around Housekeeping and Laundry Department performance through recruiting, hiring, and training new team members and eliminating temporary employees.

Managed a team of 45 and directed all activities that included scheduling, purchasing supplies, and meeting operational budget.

Worked closely with the Chief Engineer to design and implement a Maintenance Work Order System that significantly improved use of resources.

Consistently met/exceeded performance standards and received numerous positive compliments from guests.

HOLIDAY INN INTERNATIONAL AIRPORT HOTEL 1/14 – 10/14

San Antonio, Texas

Executive Housekeeper – Selected by management to manage service for a 150-room section used exclusively by airline crew members.

Initiated a comprehensive training program that focused on company standards and worked with full-time and agency team members.

Handled hiring and personnel actions for full-time and agency personnel.

Managed the transition from in-house laundry services to contracted services.

STAYBRIDGE SUITES SIX FLAGS FIESTA TEXAS 2012 – 2014

San Antonio, Texas

Housekeeping Manager – Developed and initiated process improvements that enhanced housekeeping and laundry services for this extended-stay facility with full kitchens.

DIANE F. WILLIAMS Page 2

EXPERIENCE (Continued)

Managed a staff of 10 and initiated comprehensive retraining that focused on company policies, standards, and expected performance goals.

Conducted room audits to ensure rooms had all required equipment and consumable supplies.

Worked closely with the Maintenance Department to create and implement a preventive maintenance and inspection program that improved serviceability of room equipment.

Proactively worked with staff and provided guidance and counseling on performance and expectations.

Successfully turned around Housekeeping and Laundry Department performance.

SAINT ANTHONY HOTEL RIVERWALK, San Antonio, Texas 2011 – 2012

Director of Housekeeping – Managed a team of 50 that included five supervisors and 45 housekeepers.

Maintained an excellent record of performance in meeting service expectations for this historic downtown hotel.

CROWNE PLAZA – RIVERWALK, San Antonio, Texas 2000 – 2011

Front Office Manager – Managed all guest check-in, check-out, reservations, and guest service issues for this high-volume downtown property.

Functioned as General Manager in the absence of the incumbent.

Ensured meeting/exceeding standards for all guest services and resolution of guest issues.

Reviewed and approved payroll for processing.

Consistently met/exceed performance goals and won formal recognition that included:

Manager of the Year (2000 & 2007)

Manager of the Quarter (2004 & 2007)

Nominated for Manager of the Year (2004)

Director of Housekeeping – Supervised up to 135 team members and handled recruiting, hiring, training, and scheduling for the Housekeeping and Laundry Departments.

Managed operational budget, purchased supplies and equipment, supervised maintenance of equipment, and purchased consumable supplies.

Reviewed and approved employee schedules to ensure meeting payroll budget.

EDUCATION

Pursued a Bachelor’s degree and completed preliminary undergraduate courses from the University of the Incarnate Word, San Antonio, Texas.

Professional Development:

Company-sponsored training in Management, Leadership, and Customer Service

REFERENCES AVAILABLE ON REQUEST

Contact this candidate