Operations Leader with 12+ Years Experience

Rosa Santana

Operations Manger SUMMARY

Results-driven Operations Manager with over 12 years of experience in enhancing profitability and customer satisfaction. Proven track record of

improving operational efficiency by 15% through effective scheduling and payroll monitoring. Skilled in team leadership, training, and conflict resolution, resulting in a 20-employee turnover reduction and a 25-point increase in customer satisfaction ratings.

SKILLS

•Cross-functional team management

•Supervision and training

•Product costing

•Budgeting and cost control strategies

•Communication skills

•Top talent recruiting, hiring and retention

•Customer relationship management

•Leadership and team building

•Financial document control

•Schedule management

•Client relations

•Networking abilities

Linchris Corporation May'23-Aug'25

•Delegated tasks for completion, performed inspections and resolved housekeeping complaints promptly.

•Supervised and supported housekeeping personnel to maximize quality of service and performance.

•Assigned tasks for completion, inspected work and resolved housekeeping complaints promptly.

•Trained, coached and mentored staff on best practices and protocols to secure smooth new program adoption.

•Collaborated with front desk to respond promptly to guest requests and promote positive experience.

•Created schedules, shift reports and other business documentation to coordinate housekeeping needs.

•Submitted repair requests to maintenance team to reduce operating costs and improve energy-saving strategy.

•Placed housekeeping staff on specific shifts and room blocks based on abilities and daily requirements.

•Established hands-on, proactive management style to facilitate improvements to workflow and room turnover.

•Controlled full-cycle household cleaning services, including business development and client relations.

•Utilized chemicals and cleaning equipment with discrepancies or hazards.

•Commanded controls over expenses and inventory for optimal budget tracking.

•Coordinated between housekeeping crew to inspected assigned areas to ensure standards are met

EXPERIENCE

Omni Hotel & Resorts New Haven, CT

•Delegated tasks for completion, performed inspections, and resolved housekeeping complaints promptly.

•Supervised and supported housekeeping personnel to maximize the quality of service and performance.

•Assigned tasks for completion, inspected work, and resolved housekeeping complaints promptly.

•Trained, coached,d and mentored staff on best practices and protocols to secure smooth new program adoption.

•Collaborated with the front desk to respond promptly to guest requests and promote a positive experience.

•Created schedules, shift reports, and other business documentation to coordinate housekeeping needs.

•Submitted repair requests to the maintenance team to reduce operating costs and improve energy-saving strategies.

•Placed housekeeping staff on specific shifts and room blocks based on abilities and daily requirements.

•Established hands-on, proactive management style to facilitate improvements to workflow and room turnover.

•Controlled full-cycle household cleaning services, including business development and client relations.

•Utilized chemicals and cleaning equipment with discrepancies or hazards.

•Commanded controls over expenses and inventory for optimal budget tracking.

•Coordinated with the housekeeping crew to inspect assigned areas to ensure standards are met.

Hampton INN & Suites East Hartford, CT

•Conducted thorough inspections of designated areas with the housekeeping team, leveraging mobile apps and quality control software to enhance quality standards, resulting in a 15% increase in customer satisfaction ratings

•Improved operational efficiency by 30% and cut costs by 15% through the effective use of Google Sheets in managing staff schedules and inventory oversight, upholding high cleaning standards

Comfort Inn Hotel Naugatuck, CT

•Delivered exceptional client experiences through hands-on leadership of associates and managers.

•Managed inventory levels and conducted corrective action planning to minimize long-term costs.

•Executed regular audits and training programs to detect rule violations and preempt fines and lawsuits, fostering a culture of compliance within the organization

•Strengthened team cohesion and reduced workplace conflicts by applying performance evaluations and conflict resolution techniques in administering verbal and written disciplinary actions

•Led employee evaluations with constructive feedback to boost performance.

•Enhanced scheduling and payroll monitoring through Excel, driving a 15% increase in operational efficiency

•Championed employee development and skill enhancement in communication, leadership, and problem-solving, driving a reduction of turnover by 20 employees and elevating customer satisfaction by 25 points

•Developed service and sales strategies to improve retention and revenue.

•Cultivated a positive team atmosphere that decreased errors by 10% through the application of performance evaluations and robust communication strategies, supported by project management software

•Boosted team efficiency by 15% by effectively leveraging applicant tracking systems in the recruitment, interviewing, and hiring process for qualified staff

•Maximized time and employee productivity, consolidating data, payroll, and accounting programs into centralized systems.

•Analyzed quarterly sales statistics and prepared analyses for corporate management.

CERTIFICATIONS

HOST Certification CPR Food Protection Manager Learn to serv Certified proctor Adult Education Center Adult Ed Meriden CT 06450 2

EDUCATION AND TRAINING

Adult ED Hartford, CT

Housekeeping Manager Feb '22 - Nov '22

Executive Housekeeping Manager Jan '21 - Dec '21

General Manager Jul '16 - Oct '20

GED Jan '23

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