Rooms Division Professional

PROFILE

An accomplished Rooms Division professional with over 18 years experience in both front office and housekeeping. Recognized as a dedicated and committed individual, entrusted to delivering outstanding service while focused on financial results. Excellent interpersonal and leadership skills, constantly drives the team to achieve outstanding service level and work environment.

EXPERIENCE

DIRECTOR OF HOUSEKEEPING, The MerCER HOTEL, NEW YORK,NY

October 2019 - April 2020

Responsible for all aspects of the Housekeeping department, including amenities program, implementing new hotel standards, Laundry and dry cleaning services.

In charge of interviewing, hiring, training, counseling, coaching and scheduling with focus on optimizing productivity, implementing standards and maintaining employee satisfaction. Performs departmental payroll, expenses, budgeting, inventory controls and purchasing. Liaises with various departments to Coordinate Preventive Maintenance Program of all guest rooms, offices and public areas.

Senior Assistant Director of Housekeeping, The SURREY hotel, new york, ny

MAY 2019 - October 2019

Acting as Executive Housekeeper and responsible for Payroll, scheduling, inventorying, purchasing and day to day operations of the department. Liaising with union delegates to find common understanding of union rules vs. business needs. Responsible for maintaining standards and employee morale at high levels and coordinating with various departments in order to improve the product.

Director of Housekeeping, The high line hotel, new york, ny

october 2017 - April-2019

Manages all aspects of the Housekeeping Department, including guest rooms, public areas, laundry and landscaping, as well as the Engineering Department, while ensuring the highest levels of hospitality and professionalism. Responsible for interviewing, hiring, training, counseling, coaching and scheduling of Housekeeping and Engineering departments, with focus on controlling labor expenses, maximizing productivity and maintaining employee satisfaction. Executes departmental payroll, expenses, forecasting, budgeting, inventory controls and purchasing requirements. Coordinates Preventive Maintenance Program of all guest rooms, offices and public areas.

Guest Services manager, Peninsula New york, new york, ny

Assistant executive housekeeper, Peninsula New york, new york, ny

June 2015 - october 2017

Responsible for bellman, doorman and page staff. Responsible for maintaining lobby standards and high level of guest experience. In control of department payroll, scheduling, counseling, stock levels and storage upkeep. Vital role in dealing with union delegates and employee’s affairs. Directly responsible for communication with various departments.

As Assistant Executive Housekeeper, in charge of day to day operations overlooking over 80 union employees. Responsible for carrying out performance reviews, coaching and counseling staff. Active role in dealing with union delegates and employee’s issues. Responsible for representing the department in daily and weekly meetings. Engaging all staff members and promoting a positive work environment amongst employees.

Head housekeeper, Mandarin Oriental HYde Park, London, UK

May 2014 - April 2015

Responsible for the daily operations of the housekeeping department with over 150 employees. In control of maintaining par stock levels and compliance with Health & Safety regulations. In charge of conducting performance appraisals, coaching, counselling, scheduling and recruiting of staff. Liaising with other departments in order to schedule projects and accomplish it on a timely manner. Personally responsible for inspecting VIP rooms on a daily basis and ensuring that their requests are fulfilled.

Assistant executive housekeeper, The marylebone hotel, London, UK

January 2011 - may 2014

Managing the department to ensure smooth transition between Executive Housekeepers (4 months); Essential role in training the staff in order to increase the Department Standards and Scores. Directly responsible for reducing staff turnover via colleague engagement program. Conducting performance appraisals, coaching, counseling, training and hiring of staff. Planning and scheduling of special projects between hotel and contractors within budget.

Assistant Housekeeping Manager, The Back Bay Hotel, Boston, MA

november 2008– december 2010

Active role in the Hotel name change process assisting Front Office and Housekeeping. Performing all duties of daily operations of the housekeeping department. Maintaining an open channel of communication between the hotel and local union. Responsible for conserving the par level of stocks and outsourcing any innovative ideas. Implementing a new laundry system based on ozone instead of traditional chemicals (eco-friendly). Scheduling, training, monitoring and disciplining of entire Housekeeping department. Creating training to engage staff in the departmental objective process.

Assistant Front Office Manager, The Back Bay Hotel Boston, MA

june 2006 – november 2008

Monitoring all Front Desk-related tasks, including supervising and coaching the team. Use of discretionary authority to assess guests' complaints, taking corrective action to ensure maximum guest satisfaction. Performing night audit duties and producing daily and monthly Front Office Reports.

Assistant Front Office Manager, XV Beacon Hotel, Boston, MA

july 2005 – june 2006

Responsible for the Front Office Department’s daily operations also acting as Manager on Duty for the Hotel. In charge of orientation and training of new hires. in control of ordering supplies and maintaining par stock of inventory items. Representing the Front Office Department in weekly department meetings with the Executive Committee.Overseeing and maintaining guest satisfaction levels on hotel daily operations.

Assistant Front Office Manager, The Eliot Suite Hotel, Boston, MA

may 2002 - july 2005

Providing full responsibility for the Front Office Department. In charge of training of new employees. Development and implementation of 5* standards program for the Front Office. Participating in bi-monthly Executive meetings and Coordinating departmental meetings.

EDUCATION

Glion Hotel School, Switzerland — Bachelor Degree in Hospitality and Tourism Management - 2001

SKILLS

Languages: Portuguese, English, Spanish and French Microsoft Office, Mac, Pages, Numbers, Internet, HotSos, GoConcierge, PMS systems- Opera and PSMS, Quore, Netchecks, ADP REFERENCES - Available upon request

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