Customer Service Operations Management
Resume:
RN
Roxann Navarro
Professional Summary
Dynamic hospitality professional with extensive experience at Extended Stay America, excelling in customer service and team leadership. Proven track record in enhancing guest satisfaction through effective problem- solving and staff training. Skilled in operations management, successfully improving service quality and fostering a positive work environment. Committed to achieving excellence in all aspects of hotel management. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm. Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Accomplishments
● Supervised team of 14 staff members.
Achieved labor cost by completing labor tracker with accuracy and efficiency.
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Work History
Extended Stay America - Assistant Manager
San Antonio, TX
****************@*****.***
San Antonio, Texas 78249
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Skills
Customer service
Money handling
Team leadership
Decision-making
Problem-solving
Staff training and development
Staff supervision
Task delegation
Goal setting
Conflict resolution
Team building
Employee scheduling
Operations management
Sales strategies
Policy enforcement
Orientation and training
Employee performance evaluations
Multitasking and organization
Strategic thinking
05/2020 - Current
Courtyard by Marriott - Executive Housekeeping Manager Laredo, TX
09/2018 - 05/2020
Supervised day-to-day operations to meet performance, quality and service expectations.
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Developed strong working relationships with staff, fostering a positive work environment.
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Improved customer satisfaction by addressing and resolving complaints prompt.
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● Evaluated and promptly resolved lodging facility operational issues. Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
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Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
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● Generated repeat business through exceptional customer service. Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
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Supported timely and complete billing by documenting milestones and submitting accurate invoicing paperwork.
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Established and upheld high standards, promoting great customer service and assistance to guests.
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Greeted and assisted guests by gathering information pertaining to reservations or requests.
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Solicited and reviewed guest feedback and promptly resolved complaints.
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Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
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● Oversee a staff 12
Led cross-functional teams to complete large-scale projects within tight deadlines while ensuring minimal disruption to guests'' experience.
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Conducted regular inspections of guest rooms and public areas to ensure adherence to quality standards and address any issues promptly.
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Organized seasonal deep-cleaning initiatives for thorough sanitization of all guestrooms, ensuring impeccable presentation year round.
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Oversaw laundry operations, managing efficient workflows while maintaining consistently high levels of linen quality for guests.
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Ensured compliance with safety regulations, maintaining a safe work environment for all employees.
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Built strong relationships with key vendors, resulting in cost-effective solutions and timely delivery of supplies.
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Mentored junior team members, providing guidance on best practices in housekeeping management techniques for their professional development.
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Managed a team of housekeeping staff to achieve consistent high- quality service standards in guest rooms and common areas.
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Verbal and written communication
Employee supervision
Product and service sales
Customer service and satisfaction
Computer skills
Multitasking
Active listening
Education
03/2008
Aims Community College
Greeley, CO
GED
Certifications
* Time Management
* Sales
*Improving Employee Performance
Residence Inn Marriott - Housekeeping Manager
Laredo, TX
01/2014 - 06/2018
Developed and executed preventive maintenance plans for long-term facility upkeep and smooth daily operations.
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Maximized guest satisfaction by promptly addressing any concerns or special requests related to room cleanliness or amenities during their stay.
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Enhanced overall guest satisfaction by implementing thorough cleanliness and maintenance programs.
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Collaborated with other department managers to achieve seamless coordination between housekeeping services and hotel operations overall.
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Maintained excellent relationship with cleaning staff while merging lines of communication with front desk employees to achieve timely execution of cleaning duties.
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Inspected facility cleaning and maintenance to prevent mistakes and maintain quality service.
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Implemented daily, weekly and monthly cleaning routines for staff to follow.
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Supervised team of housekeeping and janitorial workers to meet highest quality of cleanliness and safety standards.
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● Addressed customer feedback and complaints to maximize satisfaction.
● Maintained required records of work hours, budgets and payrolls. Evaluated employee performance and recommended promotions, transfers and dismissals.
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● Streamlined weekly cleaning schedule for 14 employees.
● Worked with front desk to respond promptly to all guest requests. Managed inventory levels effectively, ensuring adequate supplies for daily operations while minimizing waste and costs.
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● Communicated repair needs to maintenance staff.
Conducted regular performance evaluations for housekeeping staff, identifying areas for improvement and providing constructive feedback for professional development.
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● Managed staff of 14 housekeepers.
Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
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Investigated customer complaints promptly, seeking timely resolutions to maintain positive guest experiences throughout their stay at the hotel.
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● Managed team productivity and workflow to exceed quality standards.
● Completed schedules, shift reports, and other business documentation. Improved overall cleanliness scores with thorough inspections and prompt corrective actions as needed.
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Managed labor costs effectively by monitoring staffing needs based on occupancy levels and adjusting schedules accordingly to maximize efficiency without compromising service quality.
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Collaborated with other departments to coordinate special events and ensure seamless execution of services across all areas of the hotel.
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● Evaluated employee performance and developed improvement plans. Increased room readiness rates through close monitoring of room status reports and effective communication with front desk personnel.
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● Placed orders for housekeeping supplies and guest toiletries. Enhanced guest satisfaction by maintaining a high standard of cleanliness and orderliness in all hotel areas.
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Utilized chemicals and cleaning equipment in accordance with safety protocols and proper operating standards.
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Reduced staff turnover by providing ongoing training, support, and mentorship to team members.
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Languages
English
Full Professional
Spanish
Professional Working
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