Manager Customer Service
Resume:
Julio F. Wong
*** ******** **** *****, ** *****
Email Address: *****.****@*****.***
Career Objective: To secure a Management position that would utilize my extensive over 27 plus years of experience in operations.
PROFESSIONAL EXPERIENCE
Regional Medical Center of San Jose Hospital 4/13 to Present
San Jose, CA
Position: Environmental Services Manager
oIncreased 18% Hospital scores cleanliness in the HCAHPS surveys
oPass and meet the hospital cleaning quality standard and infection control based on JACHO requirements
oEstablish training procedures to meet the hospital Quality Assurances rating.
oCost control on Linen inventory
LAGUNA HONDA HOSPITAL 09/09 to 4/13
San Francisco, CA
Position: Operations Manager
Ensures that Hospital meets the cleanliness, licensing and certifications mandated by the state, Department of Justice and the Joint Commission. Increased hospital rating from a 3 star to a 4 star level.
Directs and may participates in the indoctrination of new employees; conducts evaluation interviews, and makes recommendations. Handles employee on the job training and counseling as needed.
Runs overall operational function of the environmental services departmental-- plans, prepares and regularly reviews manpower scheduling.
Budget planning and implementation. Cost reduction in Hospital Laundry Linens and Recycling programs.
Manages and implements special projects as assigned-- e.g construction of the new hospital building/ coordination of new linen vendor take over.
HYATT SAN JOSE
San Jose, CA
Position: Director of Housekeeping 04/04 to 04/06
Hired, trained and motivated the Housekeeping and laundry staff. Worked closely with Front office, Engineering, Sales, and Food & Beverages to exceed guest expectations. Maintained the Guest Satisfaction Index of the Department at par with the Hyatt Standard.
Handled the department’s Profit and Loss Management; keeping cost and labor down while increasing productivity. Coached the Housekeeping staff for promotions within the department and other Departments. Worked closely with the Union.
MARRIOTT EXECUSTAY 04/00 to 04/04
Position: Senior Operations Manager
Provided leadership and direction for the Operations Team.
Managed day-to-day operations in an efficient and cost effective manner.
Ensured that the group works a team by spearheading team building activities and training.
Manages all resources in the department to ensure high level customer service, exceeding client expectations. Overseen contracted housekeeping services for clients and vendors.
Managed and lead a diverse workforce over 40 staff covering the operations of the entire Bay Area, Stockton and Sacramento region. Managed the warehouse inventory for all three regions.
THE ARGENT HOTEL 1/99 to 4/00
San Francisco, CA
Position: Director of Housekeeping
Managed the operations of the Housekeeping and Laundry Department. Maintaining highest standards in a Four Diamond Hotel.
Managed the operations utilizing 140 Team Members and keeping budgets at par with management standard at 2.5 Million dollar labor annual cost.
HYATT SAN JOSE 9/97 to 1/99
San Jose, CA
Position: Director of Housekeeping
Managed the housekeeping and laundry staff. Worked closely with Front office, Engineering, Sales, and Food & Beverages to exceed guest expectations. Kept the Guest Satisfaction Index of the Department at par with the Hyatt Standard.
Managed and controlled the department’s Profit and Loss Management; keeping cost and labor down while increasing productivity. Developed the housekeeping staff for promotions within the department and other Departments. Works closely with the Union.
CATHEDRAL HILL HOTEL 400 ROOMS 1/93 to 10/96
San Francisco, CA
Position: Executive Housekeeper
Managed the operations and training of the Housekeeping Department and the Laundry Department, budget for both departments and personnel.
ADDITIONAL WORK EXPERIENCE
College Instructor: Housekeeping Management Course
The Management College of San Francisco
AWARDS RECEIVED
Employee of the Month: Amfac Hotel 1983
Manager of the Quarter: Hyatt San Jose 1997 2nd Quarter
Manager of the Year: Hyatt San Jose 1997
EDUCATION/TRAINING RECEIVED
Hyatt Pillars of Excellence Training Seminar
Hyatt Communications Skills Behavioral Problem Solving
Educational Institute Hotel and Motel Association for Hospitality Management.
Leadership Development Institute seminar training HCA Far West Division
Certification Executive Housekeeping, Right to know & Blood borne training.
Hazardous Material training
Fire & Safety Director Training Seminar (San Francisco Fire Department)
Associated Arts Degree, Commercial Arts, Skyline College. (San Bruno, CA)
Other Languages: Fluent in Spanish
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