Diana Panlaqui
Hospitality Manager
Invermere,BC
Summary
Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services.
Overview
2025
2025
years of professional experience
5
5
years of post-secondary education
3
3
Certifications
Work History
Front Office Manager
Copper Point Resort
08.2024 - Current
- Developed comprehensive training manuals and best practices for front desk staff, enhancing team knowledge and performance.
- Successfully handled escalated guest complaints, achieving a high rate of satisfaction and positive feedback.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Analyzed department trends to optimize operations, leading to more effective resource allocation and improved guest experiences.
Assistant Front Office Manager
Fairmont Jasper Park Lodge
07.2024 - 08.2024
- Employment disrupted due to the wildfire.
Sales and Guest Experience Manager
Old Mill Toronto Hotel
10.2021 - 01.2024
- Managed Corporate and Group bookings, ensuring accurate room availability information for guests and staff.
- Created weekly schedules for front office and housekeeping staff members to ensure appropriate coverage during peak hours or high demand periods.
- Collaborated with housekeeping and maintenance departments to ensure prompt resolution of room issues affecting guest experience.
- Established strong relationships with key industry partners and clients, leading to repeat business and referrals.
- Resolved guest complaints promptly, demonstrating exceptional problem-solving skills and commitment to customer satisfaction.
Duty Manager
Residence Inn Toronto Downtown/Entertainment District
4 2019 - 10.2021
- Initiated plans to improve customer relations, quality standards and service efficiency.
- Responded to customer concerns by providing friendly, knowledgeable support and maintaining composure and professionalism.
- Trained employees in essential front desk functions.
- Reported financial data and updated financial records in ledgers and journals.
Night Auditor
Courtyard by Marriott Brampton
12.2016 - 06.2019
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Handled all duties and tasks for night manager to maintain front desk efficiency.
- Reviewed daily financial reports and completed end-of-day paperwork in Fosse with 100% accuracy.
Service Coordinator
Brampton Mitsubishi
11.2013 - 11.2016
- Maintained effective customer service by responding to service requests via phone calls and e-mail.
- Coordinated with technicians, sales team, and third party services to prepare sold cars for on time deliveries.
- Performed general administrative duties such as processing of purchase orders, billing invoices, filling work orders, data entry.
Customer Service Team Leader
Teletech Philippines
02.2009 - 08.2010
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
- Facilitated regular team meetings to discuss progress and challenges.
Education
Bachelor of Science - Business Management
University of The Philippines - Clarkfield
06.2000 - 04.2005
Skills
Staff Scheduling and Payroll
Operations Management
Team Collaboration
PMS - OPERA, Fosse, WebRez
Problem-Solving Skills
Coaching and Mentoring
Staff Scheduling and Payroll
Certification
Caregiver/Nursing Assistant
Volunteer Experience
- 10/01/16 - 07/01/24, Habitat for Humanity, Brampton, ON, Helped in building/construction of Habitat homes
- 04/01/12, 05/01/14, Thorncliffe Neighbourhood Office, Toronto, ON, Attended monthly meetings to discuss upcoming events and tasks to be completed, Helped the reception in answering phone calls
Timeline
Front Office Manager
Copper Point Resort
08.2024 - Current
Assistant Front Office Manager
Fairmont Jasper Park Lodge
07.2024 - 08.2024
Standard First Aid & CPR/AED Level C
04-2023
Sales and Guest Experience Manager
Old Mill Toronto Hotel
10.2021 - 01.2024
Smart Serve
06-2020
Night Auditor
Courtyard by Marriott Brampton
12.2016 - 06.2019
Service Coordinator
Brampton Mitsubishi
11.2013 - 11.2016
Customer Service Team Leader
Teletech Philippines
02.2009 - 08.2010
Caregiver/Nursing Assistant
08-2007
Bachelor of Science - Business Management
University of The Philippines - Clarkfield
06.2000 - 04.2005
Duty Manager
Residence Inn Toronto Downtown/Entertainment District
4 2019 - 10.2021
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