Carlos C Claure

**** **** ****** **. ***** Phone: 703-***-****

Richmond, VA 23294 Email address: adkhos@r.postjobfree.com Summary of Qualifications

Extensive experience in training, leadership, operations management, staff supervision, administra- tive, maintenance support, safety, housekeeping services, food and beverage operations. Recent ex- perience in management of line supervisory and managers involved in increasing responsibility for people. Over 15 years of experience within the following areas

> Adaptable Leader >Team Player

>Computer Knowledge > Problem Solver

>Team Development > Highly Energized

Bilingual English-Spanish

Attained the positions of Assistant General Manager, Operations Manager, Restaurant Manager Ex- ecutive Housekeeper and Assistant Executive housekeeper and most recently as GM, applying all my experience and skills including being bilingual into my operational duties. Professional Experience

General Manager

Best Western Plus-Glen Allen, Va.

02-19-2019 to Present

Developed, coordinated and implemented all day-to-day operations of the hotel. Directing efforts related to team member staffing including recruitment, orientation, training & development, scheduling, counseling, performance management, and other team member relations issues .

Maintained personal connections with guests, clients and community organizations Prepared annual operating budget to include a sales, marketing and revenue management plan

Analyzed financial performance by comparing actual performance to planned perfor- mance, identifying variances, and initiating corrective action. Maintains product and service quality standards by implementing policies and proce- dures, investigating deficiencies/complaints, and initiating corrective action. Inspecting guest rooms continuously to ensure all company and brand cleanliness stan- dards are met specially applying COVID-19 approach and policy. Monitoring and upholding procedures for control of supplies, keys, monies and credit. Additionally, I am responsible for overseeing other specific business functions. This might include (but would not be not limited to) hiring, scheduling, Associate develop- ment and training, ordering and inventory management, facilities maintenance, and mar- keting.

Monitoring and upholding procedures for safety and security of hotel staff and guests- Completing administrative tasks such as ADP-Payroll and Employee Evaluations, Com- pleting Schedules and making sure labor time to help make-bottom line.Conducting Hu- man Resources activities by interviewing, calling referrals prior to hiring, hiring, training new employees.

Maintained knowledge, skills, and abilities needed to perform any position at the hotel. Remained current on industry trends and local market activities Performed additional responsibilities as assigned by leadership with out any bother man- agers or supervisors on patrol.

Operations Manager II

IHG Army Hotels, Fort Lee, Va. 1000 + rooms single hotel Largest in Richmond,Va. 06-2016 to 01-30-2019

Directly supervised the housekeeping and laundry operations and direct institutional housekeeping program to ensure clean, orderly, and attractive conditions of the hotel. Hands-on, motivated manager willing to ambitiously improve the level of service, quality and operational performance.

Overseeing the entire housekeeping and laundry areas, ensuring adherence to standards and guest satisfaction. Responsible for managing of all housekeeping and laundry per- sonnel and in control of all Housekeeping Department expenses. Directly involved in hiring and training while effectively organizing and delegating work assignments to respective staff.

Trained staff on proper cleaning techniques; requirements and use of equipment; ability to prioritize and organize work assignments; and enforced hotel's standards, policies and procedures.

Empowering my team with strong leadership skills and ability to manage sub staff with positive motivation. Including effective time management and strong communication skills.

Inspiring a team-winning, proactive attitude to all team members including management. Executive Housekeeper

Four Points by Sheraton Richmond Airport

02- 2014 to 06-2016

Overall responsibilities:

• Responsible for providing exceptional service to every guest while training staff to do the same.

• Directing and coordinating the daily housekeeping tasks, inspecting, rooms, writing work orders to Maintenance

• Ensuring supervisor and inspectors are checking all assigned rooms .

• Completing administrative tasks such as ADP-Payroll and Employee Evaluations, Completing Schedules and making sure labor time to help make-bottom line.

• Conducting Human Resources activities by interviewing, calling referrals prior to hir- ing, hiring, training new employees.

• Completing all paper work for the housekeeping bonus program offered by SMI hotel company.

• Communicating /updating results with all employees during stand and departmental meetings.

• Develop and implement procedures for managing the quality of housekeeping and laundry services. Schedule routine inspections of all guest rooms and public areas to ensure furnishings, guest rooms/suites, equipment, housekeeping and food and bever- age linens, public restrooms, lobby, etc. are clean and in good repair to meet guest sat- isfaction. Ensure that employees are advised of deficiencies and instructed on correc- tive action.

• Established proactive and positive initiative when dealing with challenges and oppor- tunities.

Promoted teamwork and quality service through daily communication and coordination with other departments.

Housekeeping Manager

Courtyard by Marriott, Richmond Airport 05/2010 to 01/14/2014

• Created and nurtured a property environment that emphasizes motivation, empowerment, team- work, continuous improvement and a passion for providing excellent service.

• Understanding employee and guest satisfaction results and developing game plans to attack need areas and expand on the strengths.

• Ensured that the team has the capabilities to meet expectations.

• Leading by example demonstrating self-confidence, energy and enthusiasm.

• Assisted employees in understanding guests’ ever-changing needs and expectations, and exceed- ing them.

• Published all guest satisfaction results in a timely fashion including all guest satisfaction forms, comment cards and guest letters.

• Established proactive approaches when dealing with employee concerns and extended profes- sionalism and courtesy to employees at all times.

• Communicates/updates all goals and results with employees. and meeting annually with staff on a one-to-one basis.

• Provided excellent customer service by being readily available/approachable for all guests and taking proactive approaches when dealing with guest concerns.

• Extended professionalism and courtesy to guests at all times by responding in a timely manner to customer service department request. and ensured all team members meet or exceed all hospitality requirements.

• Assists in performing required annual Quality audit with GM & RD including self audit when in- structed.

• Ensured a viable key control program is in place.

• Reviewed financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program im- provement.

• Served as Manager on Duty as required.

Assistant General Manager / Manager

Marriott Residence Inn, Richmond, VA.06/ 2005-12/2010 Improved the organizations overall effectiveness by establishing clear and attainable, short and long-term organizational goals and objectives. This process included all team members which created a stronger team-oriented organization.. Recognized by area and regional management.

• Evaluated, formatted several lesson plans to ensure proper implementation and execution of the Marriott International standards.

• Reorganized to effectively use current resources. Accurately foresighted future resource requirements that resulted in a more effective an efficient organization.

• Organized a Safety Committee with department heads and supervisors, which established high teaching standards and maintain a safer environment for a staff of 34 associates and our guests.

• Analyzed job openings to determine mandatory success factors and recruited candidates internal- ly and externally who possessed the desired qualifications

• Directed the staff in service delivery skills/techniques and keeping a service oriented attitude. Provided technical quality and top-notch customer service which improved guest satisfaction scores by 50%. Identified to be elevated to General Manager of the Marriott Residence Inn Conducting Human Resources Activities

• Interviews and assists in making hiring decisions.

• Received hiring recommendations from team supervisors and ensured orientations for new team members are thorough and completed in a timely fashion. Executive Housekeeper

Marriott Residence Inn, Tyson’s Corner, Va. 12/ 2000-01/2004 I was hired to build an efficient team, and open a new hotel brand for Marriott International. Successfully opened as schedule on 01/07/2001 for Innkeepers Hospitality Co.

• Led by directing, controlling and supervising department heads and non management associates, to ensure the best possible guest satisfaction, associate morale, standards, training, and profit.

• Provided detailed career paths and role model counseling, leading individuals to opportunities within the hospitality field.

• Focused in my direct functional areas of housekeeping and laundry departments, developed supervisors to exceeding all standards in work performance, maintained above 93 cleanliness scores continuously and keeping inventory, cost and labor controls by 15% below budget. Pro- moted to Operations Manager of the Residence Inn by Marriott, Tyson’s Corner Mall, VA.

• Key responsibilities included room & property inspections, assisting front desk in its daily operations and ensuring associate and guest satisfaction. Also assisted front desk with check-ins and checkouts, as well as the restaurant peak hours. Development/Education/ Training

Ayacucho National College La Paz (Bolivia)

T C Williams HS Alexandria Virginia

Yorktown Business Institute, College Park, MD.

Marriott International 5 Star Service Advantage Seminar Management Trainee ( B. F. Saul Co)

Certified T. I. P. S Manager

Knowledge of Property Management systems Fosse, OnQ and Opera CPR trained - Serve Safe Graduated

Behavioral Interviewing Graduated

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