Customer Service Quality Assurance

Mariela Camargo

***** ******** **** ( Silver Spring, Maryland 20904 (

**************@*****.*** ( H: 301-***-****

January 16, 2013

With more than twelve years of success managing housekeeping operations and

event coordination within the hospitality/club industry, I am offering my

strengths in leadership, operational skill, and emphasis on service

excellence in a new and challenging role with NAME OF COMPANY.

MY PROVEN TRACK RECORD INCLUDES MEETING THE CHALLENGE OF PROVIDING SUPERIOR

SERVICE WHILE ADVANCING BUSINESS PROFITABILITY IN A HIGHLY COMPETITIVE

INDUSTRY. THE ENCLOSED RESUME OUTLINES THE FOLLOWING PREVIEW OF MY SKILLS

AND EXPERIENCE:

. SOUND LEADERSHIP TALENT; DEMONSTRATED ABILITY TO EFFECTIVELY DIRECT,

COACH, MENTOR, MOTIVATE, AND EVALUATE TEAMS TO PERFORM WITH TOP

EFFICIENCY AND PROVIDE EXCEPTIONAL CUSTOMER SERVICE DELIVERY.

. Organization, as well as time and resource management expertise;

ability to create and implement operative schedules and work procedures

to achieve optimal cost-effectiveness, productivity, and efficiency.

. Communicate confidently with clients, vendors, and all levels of

management; detailed focused, with solid capacity to court customer

approval and meet and exceed expectations.

. Administrative skills, including payroll, budget preparation and

reporting, inventory, and purchasing. Ability to identify opportunity

and implement improved operating and resource management procedures.

. Skilled problem resolution aptitude, competent in written and verbal

English and Spanish language.

Throughout my career, my zeal to achieve unsurpassed service, combined with

strong leadership and operational management, has supported the

accomplishment of measurable outcomes in business productivity and

profitability for my previous employers.

I AM CONFIDENT IN MY ABILITY TO MAKE THE SAME DIRECT AND LONG-TERM

CONTRIBUTION TO YOUR COMPANY. I RESPECTFULLY WELCOME AN OPPORTUNITY TO MEET

WITH YOU TO DISCUSS MY CREDENTIALS AND APPLICATION IN FURTHER DETAIL.

SINCERELY,

MARIELA CAMARGO

MARIELA CAMARGO

Director of Housekeeping

HIGHLY SUCCESSFUL, RESULTS-FOCUSED HOUSEKEEPING DIRECTOR WITH AN EXEMPLARY

TRACK RECORD SPANNING MORE THAN TWELVE YEARS. EFFECTIVELY LEAD TEAMS IN

EXCEPTIONAL HOUSEKEEPING OPERATIONS AND EXECUTIVE MEETING/EVENTS

COORDINATION WITHIN THE HOSPITALITY SECTOR. SKILLED IN STAFF AND PROJECT

MANAGEMENT, EXPERTLY BUILDING TEAMS AND EXECUTING STRATEGIC PLANS TO ENSURE

PRODUCTIVITY AND PROFITABILITY.

Areas of Expertise

. Expertly coordinate and lead teams in top-level service and work

performance; schedule and assign tasks, fostering customer service

excellence. Experienced in supervising teams of 80+.

. Competently administer payroll, as well as weekly, monthly and annual

budgets, and reports for occupancy, payroll, and housekeeping expenses.

Oversee requisition/inventory control, and manage vendor negotiations.

. Utilize keen attention to detail and presentation to facilitate advanced

client relationship management and service delivery. Investigate and

astutely resolve issues in early stages.

. Offer well-developed communication skills; confidently interact with

clients and collaborate effectively with catering, front desk, human

resources, accounting, and purchasing, as well as contracting companies.

. Source and recruit new staff and deliver in-service training in policies,

work procedures, and correct equipment use; provide mentoring and work

performance evaluation and development.

. Bilingual, with solid skills in written and verbal English as well as

Spanish language skills. Proficient in Microsoft Word, Excel, and Outlook

on Windows operating system.

Professional Experience

Embassy Row Hotel - Washington D. C.

20010 to Present

Director of Housekeeping

As Director of Housekeeping I have to achieve the goals and quality

standards of Housekeeping Department, from standard of cleanliness to

associate morale, to budgetary goals and interdepartmental

relations.

Overseen operation of the Housekeeping Department on a day to day basis.

Daily walk-around documented inspections of guest rooms public areas and

support facilities.

Thorough Staff training and review process

Comprehensive Work order Program to ensure that:

Work orders are written.

Catalogue so they can followed up.

Follow up with engineering for thank-you or for reason for lack of

completion.

Built and maintain an Associate relation Program that will both meet the

associate needs and the company's goals (this is a UNION Property.

Active involvement in the budgetary system of the department and hotel.

Consistent preparation of weekly budgeted progress reports.

Participation in periods inventories.

Control/ accounting of weekly over time

Participation in annual budgeting process.

One Washington Circle Hotel - Washington D.C.

2007 to 2010

Director of Housekeeping

Distribute assignment sheets, room Keys. Maintain accurate records of

assignments for security .

Inspect all check-out rooms and 50% of stay overs rooms cleaned by

assigned room attendants using

designated check list to ensure rooms are up to hotel standards an follow

up with necessary corrections/

counseling.

Inspect public areas, restrooms, meeting and office space at least twice a

day to ensure cleanliness utilizing designated checklist.

Monitor and respond to guest complains to insure guest satisfaction.

Provide feedback to staff on performance/disciplinary problems through one-

on one sessions as well

As monthly department meetings.

Complete all paper work closing duties before leaving. Review the forecast

daily and follow-up action necessary.

Conduct weekly supply audits to ensure all hotel supplies are at adequate

par levels.

Purchase of guestroom linens/bedding.

Prepare departmental payroll.

Oversee the Lost and Found procedures.

Schedule all housekeeping staff in accordance with occupancy levels and

labor guidelines.

Coordinate with sales managers to ensure all meeting room functions are

property set up according to the

request indicated on BEO.

Communicate with the Front Desk, Sales and Maintenance Department to ensure

a high quality product

And service level is delivered to our guests.

Chevy Chase Club - Chevy Chase, Maryland 1999 to 2007

Director of Housekeeping

Accountable for daily operations; allocate daily tasks and prepare weekly

schedules for housekeepers, floor supervisors, housemen, and laundry teams.

Recruit, train, and orient new staff. Process payroll and prepare

department budget, requisitions, and accounts payable, oversee linen and

china inventory. Create purchase orders and requisitions for continental

breakfasts. Key Contributions:

. Led a team of 32 employees in conveying advanced service provision to

club members.

. Trained and supervised individual team member and provided ongoing

mentoring and evaluations.

. Directed all facets of preparation and set-up for banquets and special

events catering.

. Promoted excellent communication and staff rapport, cultivating high-

level client relations with club and fitness center members at all

times; delivered flawless job execution.

. Liaised with vendors and negotiated purchasing conditions for linen,

paper, and amenity supplies.

. Decreased overhead by tightening operational efficiency and

successfully slashing overtime hours.

. Provided training in proper use of cleaning machinery and equipment,

and ensured appropriate maintenance.

. Purchased press machine for use in-house, reducing expense of

outsourcing linen laundry.

. Used bilingual skills to aid Human Resource team with translating

between English and Spanish.

Doubletree Hotel - Rockville, Maryland 1998 to 1999

Director of Housekeeping

Responsible for oversight of 40 staff in performing daily housekeeping

functions and special events coordination. Delivered team training and

development; prepared payroll and annual budget, organized supply orders,

and managed inventory. Key Contributions:

. Delivered orientation and training to new employees as well as

monitoring staff work performance.

. Primed individual staff members for promotion by supporting their

continuous skill enhancement.

. Trimmed staff overtime hours to absolute minimum through meticulous

planning and scheduling.

. Teamed with Engineering, Catering, and Sales sections to ensure highest

level of service delivery for group and special functions.

Ramada Hotel - Alexandria, Virginia 1997 to 1998

Executive Housekeeper

Supervised large housekeeping team; evaluated and improved all areas of

operations. Key Contributions:

. Implemented a range of policies and procedures which led to a

significant improvement in efficiency and productivity across all

levels of housekeeping.

. Spearheaded upgrade of housekeeping equipment, inventory, and

procedures to bring into line with Ramada's high standards; attained

noteworthy 95% inspection rating during last Ramada Quality Assurance

review.

. Trained Housekeeping, Supervisors, and Laundry employees to deliver

advanced service.

Best Western Hotel - Arlington, Virginia 1994 to 1997

Executive Housekeeper

Contributed to pre-opening activities including inventory purchasing, staff

hiring and coaching, and front desk system set-up. Key Contributions:

. Partnered Front Desk staff during implementation of front desk systems

ready-for-launch.

. Assisted in all areas of Hotel, consistently delivering exceptional

customer service experience.

. Assisted with operations at Days Inn of Annapolis, with ensuing

reassignment to property.

.

Education

Business Administration - Universidad San Andres, La Paz, Bolivia

Association Membership: Locker Room Manager's Association

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