Hotel Industry

JUANA NINFA RENDON

**** ** ***. ****** ***. * • Miami, Florida • 33130

Cell: 305-***-**** ********@*******.***

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Objective: Seek the Position in Hotel as Housekeeping Manager/Assistant Executive Housekeeping/ Assistant Manager in any Company/ Costumer Services/ Methods and Procedures/ Reduction of costs/ Quality.

SUMMARY

Remarkably knowledgeable and skillful Hotel Housekeeping Manager/Assistant with great experience in taking overall responsibility for managing the housekeeping and laundry operations of hotels to ensure product quality standards are met and that optimum service is provided to guests and a grate experience in Opening Hotel. With huge experience in Peru (18 years) in different type of companies: Industrial, commercial and Services. Manage directly around 400 employees.

Summary of Qualifications

More than five years experience.

• Thorough knowledge of methods of cleaning rooms and laundering.

• Great knowledge of the proper use and storage of cleaning chemicals.

• Considerable knowledge of such equipment as vacuums, commercial washers and dryers.

• In-depth ability to select, train, evaluate, motivate and discipline as needed.

• Proven ability to operate the department within the budget by appropriately forecasting and scheduling staff members.

• Strong working knowledge of all Housekeeping administrative functions to include scheduling, status, payroll and other clerical areas.

• Considerable computer software knowledge to include Word and Excel.

• Remarkable ability to lead, guide, direct, develop and motivate people at all levels.

• Strong written and verbal communications skills.

• Excellent interpersonal, customer service, team building and problem solving skills.

• In-depth ability to speak, write read and understand English and Spanish.

• Uncommon ability to calmly handle difficult situations.

Professional Experience

Canyon Ranch South Beach, Miami Beach, FL

Aug. 2008 – Jan. 2009

Laundry Manager

• Manages and maintains all laundry facilities and machines as well as managing the costing, pricing, and timing of laundry services.

• Ensuring proper staffing forecasts, hiring, scheduling, evaluating, and training of laundry staff.

• Ensuring the satisfaction of all beneficiaries

• Prepare monthly housekeeping inventory.

• Manages the daily operation and activities in the laundry department.

• Setting up SOP`s and ensures the results meet the standards

• Manages the Uniform Department

Sofitel Miami, Miami, FL

March 2006 - Aug. 2008

Assistant and Quality Manager, Housekeeping

• Develop and implement procedures for managing quality of housekeeping and laundry services.

• Ensure standards of guest rooms.

• Assumed overall control and responsibility in the absence of the housekeeping Manager.

• Prepare daily work assignments.

• Inspected guest rooms to ensure the highest cleaning standards are met.

• Investigate complaints regarding housekeeping service and equipment, and take corrective action.

• Provided counseling and supported team members in meeting their responsibilities and becoming part of the team.

• Interviewed applicants and hired qualified candidates.

• Executed and issued notices of disciplinary action and positive feedback.

• Ensured all team members follow hotel policies and procedures.

• Expedited and oversaw special requests from the Front Desk.

• Attended management meetings.

• Establish incentives programs.

• Motivated employees to provide superior customer service to guests.

• Monitored job performance daily.

• Met the attendance guidelines of the job and adhered to departmental and company policies.

• Plan, schedule, and organize work to ensure proper coverage according with the forecast.

• Monitored the day-to-day operations of scheduling functions understanding labor standards.

• Communicate and enforce policies and procedures.

• Ensure all staff is properly trained and have the tools and equipment needed to effectively carry out their respective job duties.

• Participate in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel.

• Conduct pre-shift meeting and review all information pertinent to the day's activities.

• Prepare monthly housekeeping inventory.

• Establish par levels for supplies and equipment.

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

• Assist with deep cleaning projects and assist housekeeping staff during unanticipated rush periods.

Ritz Carlton South Beach, Miami Beach, FL

April 2005 – March 2006

Housekeeping Supervisor

• Checked rooms inventory, assigned rooms to housekeeping staff.

• Inspected rooms and public areas thorough throughout entire hotel.

• Completed reports, verified status reports, reported status of all assigned rooms to Front Desk and inputted into automated computer system.

• Assisted Housekeeping Manager in completing payroll edits, created weekly schedules for Housekeeping staff according to forecasted hotel occupancy.

• Ensured highest productivity and efficiency in Housekeeping operations.

• Managed Lost & Found program and Key Control Program.

• Ensured stock rooms and carts were maintained with sufficient supplies.

• Assisted Housekeeping Manager with guest supply ordering, inventory, and monthly linen inventory.

• Provided excellent customer service (internal and external), and maintained good knowledge of hotel services, operations, local area & attractions, etc.

• Solved guest problems to exceed customer expectations, and effectively managed guest and team member issues and incidents (including injuries, accidents, emergency response, proper handling of situations involving bodily fluids, etc.).

• Coached, counseled, motivated and maintained high employee morale, positive relations with the Housekeeping staff.

• Promoted team member empowerment and loyalty.

• Provided training to new employees, and monthly safety training, effectively preventing injuries.

• Communicated effectively with Maintenance staff to ensure timely repair and maintenance throughout entire hotel.

• Communicated effectively with all hotel departments for all guest and operational needs.

• Ensured highest standards of cleanliness and quality, maintained high scores in guest surveys and regular company inspections.

Mandarin Oriental Hotel, Miami, FL

Aug. 2003 – April 2005

Housekeeping Services Supervisor

• Ensured agreed standards of cleanliness and hygiene were maintained in all hotel areas in accordance with correct procedures and administration.

• Organized day to day work requirements and set required standards against which work would be checked, in accordance with correct procedures and administration on an as and when required basis.

• Ensured that all equipment, furniture and furnishings were maintained, checked and kept in good working order in accordance with correct procedures and reported all relevant faults.

• Ensured linen was dealt with in accordance with the hotel's procedures and administration.

• Ensured that special requests from guests were carried out in a timely and cost effective manner.

• Ensured that any complaints or feedback from guests were dealt with in a timely and cost effective manner.

• Liaised with relevant departments, in a timely fashion, to ensure that the guests expectations were consistently met and where possible exceeded.

• Took all reasonable steps to ensure the safety of guests, property and the building.

Education

Universidad Nacional de San Agustín de Arequipa-Peru (1981)

Industrial Engineer

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