Ellie Wei Email and Phone Number
3+ years in multi-property Hotel Opearions.20 years of progressive leadership positions in 6 hotel brands.Experience with major renovation, construction, large system upgrades and major system implementation for hotels in different sizes.2019 Leader of the Year, InterContinental San Diego2019 Manager of the Quarter, InterContinental San Diego2019, Lean Six Sigma Black Belt Certification awarded.2018, Opened Legoland Castle Hotel, Pre-opening leadership team.2015 HotSOS Award- 1 Million Tickets and spoke at Engineering Conference by Destination Hotels (Two Roads).2014 Manager of the Quarter, Paradise Resort & Spa, Destination Hotels.2014, Trained 10+ Hotel executives "How to build a centralized communications ops department for a resort using hotel optimization technology" using HotSOS/ hotel optimization program.2009 Supervisor of the Quarter, Marriott Del Mar.2009 invited to train Renaissance (Marriott) hotel to maximize functions in Guestware (Hotel Ops program)2007 MCRB certified- Marriott qualification for managers.Highly passionate and experienced in building new team, maximize hotel technology, construct and impliment SOPs, improve hotel operation efficiency, optimize revenue and improve guest and team experience. 19 years in leadership positions, proven records of increased GSS, revenue performance and staff satisfaction scores.1998 Thesis publication, "Diffusion Innovation of Technology Among Organizations". The Ohio State University.
Soul Community Planet
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Regional Director Of Guest Experience And Business OptimizationSoul Community Planet Apr 2022 - PresentLaguna Beach, California, UsInterim GMSCP Hotel Colorado SpringsSCP Laguna Surf LodgeSCP Seven4OneOperations Efficiency, Maximize Financial performance- Labor and cost control, Manage /Improve GSS (Revinate- Surveys, Reputation and Trip Advisor), and manage /build vendor, guests, and team member relationships.Developed and implement company operation standards tools to reflect company brand and core values at hotel level. Interim General Manager and hotel performance optimization auditor.Improve guest and team member experience to achieve holistic hospitality success through training, SOPs, and culture lessons. Created QA Assessment Tool and conduct Annual Quality Assurance Audit according to brand and ops standards to each hotel.Evaluate overall hotel operation efficiency and effectiveness and apply strategies and tactics to make trackable improvement in a set time frame.
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Director Of Rooms- Executive CommitteeNoble House Hotels & Resorts May 2021 - Apr 2022Kirkland, Wa, UsKona Kai Resort & Spa175 luxury marina and bay view guest rooms with 100+ weddings an social events annually at beautiful Shelter Island. Executive Committee. Managed 4 directors/managers and team members. Rebuilt Rooms division teams post covid recovery. Managed steep occupancy jump from single digit to full occupancy with successful revenue and improved GSS. -
Quality Guest Experience & Communications TechnologyIntercontinental San Diego Apr 2019 - May 2021San Diego, California, Us400 luxury guestrooms & suites in downtown San Diego. 2020 Quality Assurance Audits including Covid 19 Guidelines 2019 Project Management- Starbuck new store launchQA/Guest Experience Satisfaction Analyze Staff Performance and Problem Experience reported by guests (find root cause and supply solutions)Admin for hotel operations programs: Micros Symphony, EMC, OPERA, HotSOS, Alice, Zello and etc.. Device Management.IHG Green Engage- Execute and lead company's initiative to reduce carbon footprint.Increase usage in hotel communications technology for staff and positively impact guest experience. -
Hotel Operations ConsultantIntercontinental San Diego Oct 2018 - Apr 2019San Diego, California, UsUse LEAN SIX SIGMA principles, data analysis and service optimization programs to maximize staff performance and reduce problem experienced.Created performance guideline and metrics for Guest Services & In-Room Dining- Service of sequence.Identify top issues, find root cause, apply solution with appropriate SOP and/or training to reduce or eliminate issues in multiple operations department including F&B, Housekeeping, Front Office and guest services.
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Director Of Front Office Operations Dual HotelsLegoland California Resort Oct 2017 - Oct 2018Carlsbad, Ca, UsOpened Legoland Castle Hotel in April 2018.Managed both hotels Front Offices, Valet/bell, Reservations and Hotel Retail stores for total of 500 themed guestrooms and suites. Managed a team included 5 managers, 4 supervisors and staff of near 60.Improved efficiency, effectiveness in rooms, F&B and gift shop revenue strategically. -
Director Of Front Office And Operations OptimizationParadise Point Resort & Spa Dec 2016 - Oct 2017San Diego, California, Us44 acres, 462 rooms/suites island resort. managed 5 managers, 5 supervisors. Created and maintained positive work environment reinforcing company core values & culture, improved motivation and morale. Hotel Admin for OPERA, ALICE, HotSOS, Zello and other programs. Created SOPs to ensure shift efficiency. Promote the importance of staff performance and accountability to improve staff productivity.Establish performance guideline and metrics for housekeeping and front office team.Worked with Performance Optimization Group at corporate office in Denver, CO to monitor progress.Support all other divisions such as Catering & Conference Services, HR, Finance, Engineering and Sales & Marketing to accomplish company goals. -
Director Of Performance Optimization- Executive CommitteeParadise Point Resort & Spa Oct 2013 - Dec 2016San Diego, California, UsAnalyze, evaluate, and monitor overall resort operations (Front Office, Housekeeping, Engineering, Security, Food & Beverage) to optimize team performance in services efficiency and revenue by utilizing technology and tools.Programs Proficient: HotSOS, REX, QIC, GoConcierge.net, ALICE, Zello, Springer Miller (SMS), OPERA, Unifocus (Guest survey), Revinate, Watson Payroll, BuyEfficient, Micros POS, OpenTable, Profit Watch, UA5200 CLIENT (ACD), GNAV (call monitor), StayNTouch and DASH.
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Instant Service ManagerParadise Point Resort & Spa Nov 2010 - Oct 2013San Diego, California, Us-Built "INSTANT SERVICE", a guest experience call center that handled 1300+ calls a day to ensure guest satisfaction. the department handled all guests and staff requests by utilizing multiple computer/web-based systems such as HotSOS, and ALICE.-Staff's responsibilities includes but not limited to answer phone calls to resolve issues, fulfill guest requests and answer questions. Team is trained to take care of inquiries such as accounting, billing, in-room dining orders, concierge, resort recreation needs, restaurant reservations & emergency response.Instant Service Department work with all departments to follow-up and ensure guests and staff requests are fulfilled and with satisfaction.
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Front Office Supervisor/ At Your Service SupervisorMarriott International Apr 2005 - Nov 2010Bethesda, Md, UsFront Office Supervisor, Marriott Marquis San Diego Marina, San Diego, CA (1362 Rooms)At Your Service Supervisor, Marriott Del Mar, San Diego, CA (264 Rooms)Courtyard by Marriott, Lexington Kentucky, KY (146 Rooms) -
Account ExecutiveGee, Jeffery Advertising Agency Feb 2001 - Jan 2002Account Executive for Cincinnati Bell
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Media PlannerIntertrend Communications, Inc. Oct 1999 - Feb 2001Long Beach, Ca, UsAnnual/Quarter/Monthly media plans/media insertion with approved budget for Fortune 500 clients.Build/maintain media relation with all media.Explore new media including non-tradition, alternative and online media. -
Account ExecutiveSaeshe Jun 1998 - Jul 1999Los Angeles, Ca, UsAccount Executive- Thai Airway
Ellie Wei Education Details
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The Ohio State UniversityMass Communications-Diffusion Of Technology Among Organizations -
The Ohio State UniversityTelecommunications
Frequently Asked Questions about Ellie Wei
What company does Ellie Wei work for?
Ellie Wei works for Soul Community Planet
What is Ellie Wei's role at the current company?
Ellie Wei's current role is Interim General ManagerRegional Director of Operations in Guest Experience & Business Optimization.
What schools did Ellie Wei attend?
Ellie Wei attended The Ohio State University, The Ohio State University.
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