Management Customer Service

ENGEL SANTOS

**-** ***** ****** 646-***-****

Kew Gardens, NY 11415 ************@*****.***

QUALIFICATIONS SUMMARY

Seasoned hospitality professional with over 15 years of experience with demonstrated excellence in housekeeping management, and operations management. A proven record of achievement in building and driving superior operation success, recruitment, training, inventory control, and strategic planning. Expertise in establishing process improvements that advance performance levels and drive company objectives.

CORE COMPENTENCIES

Hospitality Management • Operations Management • Customer Service • Client Relations • Recruitment & Training Scheduling Budgeting • Housekeeping Management • Team Leadership • Communications Inventory Management • Health Compliance • Quality Assurance • Vendor Relations • Union & Non Union Management (Local 6, 26 & 1199) • Laundry Management • Cleanliness

PROFESSIONAL EXPERIENCE

New York-Presbyterian Hospital-New York, NY 7/2015-Present

Environmental Supervisor/Department Trainer

Supervise a staff of over 45 employees in a hospital with 780 patient beds; Responsible for performance evaluations, payroll, and scheduling

Selected to lead the entire department training program in all areas; Established and implemented business training program. Trained a total of 337 staff members to ensure compliance on all health regulations.

Instruct weekly “7 Steps of Training”/3 Steps of service workshops keeping staff abreast and compliant with all health rules and regulations in all shifts.

Monitor metrics to show the overall effectiveness of training campaigns; Ensure quality and maintain consistent participant experience

Provide best practice insights on operations management, talent management, and health compliance

Hackensack University Medical Center - Hackensack, NJ 8/2014 – 7/2015

Environmental Supervisor

Supervise a staff of over 75 employees in a hospital with 775 patient beds; Responsible for performance evaluations, payroll, and scheduling

Selected to lead large scale renovation project; Strategic oversight of project plan/ timeline and scope of work

Recognized for receiving stellar reviews from inspections conducted by Joint Commission; 0 findings found – the first in the hospital’s history

Instruct weekly “7 Steps of Training” workshops keeping staff abreast and compliant with all health rules and regulations

Establish and monitor metrics to show the overall effectiveness of training campaigns; Ensure quality and maintain consistent participant experience

Provide best practice insights on operations management, talent management, and health compliance

Manage supply budget and inventory; Ensure controls are in place and implemented

The Taj Boston Hotel – Boston, MA 11/2012 – 7/2014

Executive Director, Housekeeping and Laundry

Direct a staff of 60 union and 10 nonunion associates including leaders in a property of 273 rooms.

Scheduling, purchasing, inventory control, and payroll.

Oversaw Daily Operations: Guaranteeing cleanliness in order to maintain standards, conduct daily walk through of the hotel, and inspect guest rooms, meeting rooms, executive offices, employee locker rooms, restrooms and storage/public areas.

Conduct training on the combined TAJ brand and LQA (Leading Quality Assurance) standards in order to increase our scores.

In a span of 12 months incremented our LQA goals from 75% to 81.5% (80% being our goal).

Resolved any guest issue immediately with guest satisfaction in mind as to maintain GSTS scores

Incremented the employee survey scores in 2013 compared to 2012.

Promoted a supervisor to the assistant manager role, and a turndown attendant to the supervisor role

Addressed employee concerns diplomatically increasing morale and team culture

Conduct monthly departmental meetings and daily line-ups with staff and linen inventories in order to maintain par-levels.

The Ritz-Carlton Santiago – Santiago, Chile 4/2007 – 12/2011

Executive Director, Housekeeping and Laundry

Spearheaded operations of housekeeping; Ensured product quality standards were met in all guestrooms, public space, and back of the house areas

Managed a staff of over 70 employees across all management levels and associates with oversight of upscale 205 rooms

Reduced costs of linen purchasing by 15% and washing by 8%; Required staff to attend training on laundry SOPs and implemented an effective accountability system

Instituted streamlined process for ensuring cost and labor controls; Created vendor management system

Led monthly PNL strategy meetings; Set forecasts for talent needs

Increased guest service scores by 30% improving the overall client experience and service provided

Maintained the correct par levels of uniforms

Addressed employee concerns diplomatically increasing morale and team culture

Conducted monthly departmental meetings and daily line-ups with staff

Instrumental in ensuring a spotlessly clean and well maintained hotel on a 24/7 bases

The Ritz-Carlton Central Park – New York, NY 7/2010 – 10/2010

Task Force Experience, Housekeeping Support

Recognized for assignment by leadership team in Chile given strong performance

Assisted housekeeping operations team with all upkeep protocols and procedures

Algonquin Hotel – New York, NY 3/2003 – 4/2007

Executive Director of Housekeeping and Security

Promoted through the ranks from Floor Supervisor to Executive Director in under two years

Managed a staff of 42 union and 5 non-union employees in a property size of 174 rooms; Supervision of security staff

Responsible for scheduling, purchasing, inventory control, and payroll

Maintained cost control system for linen, cleaning and guest supplies

Aided in the department’s annual budget, recruited, trained and provided career development for staff

Oversaw daily operations; Guaranteed cleanliness to maintain standards, conducted daily walk through of the hotel, and inspected guest rooms, meeting rooms, executive offices, employee locker rooms, restrooms and storage/public areas

Maintained guest complaints were at a minimum and received high guest stratification ratings

Conducted retraining of the fire brigade team to ensure fire safety procedures were followed

Guaranteed all exits of egress were clear at all times; Conducted fire drills on every shift and yearly evacuation fire drills

Played a key role during the July 2004renovation in organizing and coordinating the re-opening of the hotel. Accomplished the tasks at hand in 28 days, instead of the 30 days allotted

Helmsley Park Lane Hotel – New York, NY 1/2003 – 1/2004

Night Manager

Supervised a union staff of 15 employees in a 583 room property

Maintained all public areas, employee locker rooms, ball rooms, meeting spaces, kitchen area, housekeeping and front office departments

Supervised weekly stripping, waxing and buffing of floors throughout the public areas and departments

Trained staff on stripping, waxing floors, shampooing carpets and upholstery

W The Court & W Tuscany Hotels – New York, NY 2/1999 – 6/2002

Talent Coach/Housekeeping Manager

Supervised a union staff of 70 employees in a 321 room property

Trained room stylists on the Starwood’s ABCs of Housekeeping

Responsible for inventory control, payroll, scheduling, daily work sheet assignments, and inspections of guest rooms, corridors, pantries, restrooms, public areas, meeting rooms, employee locker rooms as well as the cafeteria

Led daily morning meetings and monthly departmental meetings

Partnered closely with the Welcome Desk and Engineering Departments to ensure a satisfactory guest experience

EDUCATION

DeVry University – New York, NY

Bachelors of Science, Hospitality Management Major, June 26, 2016 (3.3GPA)

Certification:

Marsh Risk Management training: “SUPERVISORY SAFETY LEADERSHIP, HAZARD IDENTIFICATION/COMMUNICATION AND ACCIDENT INVESTIGATION, BLOODBORNE PATHOGENS”. Mandated by OSHA in accordance with 29CFR 1910.1030

T-CHEST Certified.

LANGUAGES/COMPUTER SKILLS

Fluent in Spanish. Proficiency in Microsoft Office Word, Excel, Powerpoint, Access, Visio and Outlook. GEAC, SpringerMiller, FIDELIO, OPERA, Hotel Expert, Sentact and Amadaeus property management systems. Knowledge of Access. Also, proficiency in the following payroll systems, timesaver, ADP, Kronos, Clairvia and Peoplesoft.

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