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0-5 years of experience
Supervised everyday functions of Rooms, Front Office, Guest Services and Night Audit.
- Increased service scores at check-in from 77% to 91% and at check-out from 78% to 87% within a four month time period.
- Ensured complete guest satisfaction by contacting “at risk” guests to resolve any disputes or complaints in a timely manner.
- Identified specific Priority Club Rewards guests and provided incentives for guest loyalty.
- Reviewed financial activity on a daily, weekly and monthly basis.
0-5 years of experience
Managed 46 employees within the Housekeeping & Laundry Division with an emphasis on back of house operations.
- Launched, maintained and monitored a program that played integral part in managing the perfection of guest rooms with emphasis on housekeeping and engineering.
- Championed the introduction of Departmental Payroll practices, and Heath & Co. Labor Management Systems.
- Mended existing and created new partnerships with key operational vendors resulting in an enhanced room product.
- Completed all-encompassing training of a Front Office Manager and two Housekeeping Management transfers.
0-5 years of experience
Responsible for overseeing the daily operation of housekeeping and front office departments for 234 room Sheraton Hotel and 56 studio suite boutique hotelVetro.
- Managed annual 2014 budget of $10 million in total room revenue and $3 million in total room expenses. Coordinated development of 2015 operating budget for rooms department.
- Utilized Opera and Galaxy property management systems unique to each property.
- Coordinated communication throughout rooms department to effectively manage high occupancy turnover.
- Hired, trained, coached, conducted performance appraisals for staff of 80 individuals.
- Mentored and developed Front Office Manager and Executive Housekeeper alongside 4 supervisors in each department.
- Created weekly schedules for housekeeping department and coordinated with staffing company to ensure adequate staff levels present to meet business needs.
- Followed PDQ Steps program in housekeeping department to train staff and meet productivity goals on a weekly basis.
0-5 years of experience
Oversaw Rooms Division for a 385 room property that ran an average of 90% occupancy during the 4 month summer season
- Directed over 100 employees in Front Office, Housekeeping, Bell Desk, Pool, Activities Desk, and Transportation departments
- Coached managers and employees to create experiences of a lifetime for guests
- Audited housekeeping, front desk, pool, and bell desk operations to meet brand standards
- Forecasted and administered rooms budget of over $10 million
- Implemented labor scheduling procedures in housekeeping to reduce overtime and achieve budgeted labor expense
0-5 years of experience
Actively served as a member on ARAMARK’s opening team at the facility and assisted with getting the client’s facilities to operational standards.
- Directed all operations and the management of team members within the guest services and housekeeping departments to include hiring, training, and scheduling of staff in addition to adhering to all ARAMARK operating standards.
- Monitored the cleanliness standards of areas serviced by the housekeeping department to include guest rooms and public spaces.
- Served as hotel administrator for all property management system (Opera) needs.
- Implemented safety program and served as property safety leader.
- Ensured a consistent practice of reservation operations allowing for maximization of all house space.
- Designed LEED credit proposal document for a new build facility for client accreditation that addresses all ARAMARK facility services. Trained personnel on low environmental impact cleaning policy.
- Motivated, coached and developed a team of 14 employees to ensure the highest level of guest satisfaction and labor productivity.
0-5 years of experience
4 Diamonds full service resort with 1128-rooms and Villas, 70,000 sq. ft. of interior Meeting space, 12 specialty Restaurants, Water Park, Casino and Spa.
- Responsible for the reorganization of the housekeeping department including inventories, par stocks, CPOR, payroll and other expenses.
- Awarded for best Quality of Service by Puerto Rico Hotel & Association in 2005.
- Initiate procedures for guest requests and guest inconvenience recovery effectively reducing room adjustments and guest inconveniences by $23,000 in 2004 compared to 2003 and $15,000 in 2005 compared to 2004.
- Developed sales strategies for the reservation department to increase room revenue by 12% YOY.
0-5 years of experience
Managed full conversion from an independent property to a flagged Renaissance brand Marriott in all areas related to the critical path defined for the rooms division and Information technology areas
- Maintained a Guest Satisfaction score avg of 88% thru complete renovation
- Opened hotel as a Renaissance in April 2010 with a GSS score of 94.4 (#1 in Brand)
- Improved property image thru 3rd party sites such as Trip Advisor, by moving hotel from #11 to #1 out of 13 hotels in Novi, MI with aggressive strategy.
- Member of the first Sage Innovation Team
- Successfully Introduced “Cartless” Housekeeping, as well as Personal Navigator(Front Desk) programs
- Reduced labor cost in both these areas by over 35% year over year
- Hotel Named Marriott’s Best New Product in 2010
0-5 years of experience
Revenue Manager for 161 room hotel.
- Increased Rev Par Index to 105% for the year, resulting in an increase of 4% from previous year.
- Managed, motivated a staff of 30 including the Front Desk and Housekeeping Team.
- Increased AOS scores from 81% to 94% in employee satisfaction.
0-5 years of experience
- Hired, trained and supervised Front Desk, Bell Staff and maintenance operations personnel
- Coordinated renovation operations to ensure minimal impact on room availability and profits
- Assisted in all customer relations functions
- Achieved a 10% increase in overall efficiency of operations.
- Improved occupancy rates to better than 85%
0-5 years of experience
Recruited to reorganize, and upgrade, property for the new owner.
- Retrained staff and improved service to high hospitality standards.
- Achieved room revenue increases in excess of 25%.
- Implemented new CLS property management and Safeloc systems.
- Developed brand logo for the property.
- Supervised Front Office, Housekeeping and Engineering departments.
0-5 years of experience
Managed operations of Front Desk, Reservations, Bell Staff, Housekeeping, Security, Maintenance and Lifeguards
- Coached front line staff on resolving guest concerns and increasing guest satisfaction
- Produced 10 day and monthly forecasts; produced e-commerce tracking reports for submittal to corporate office
- Implemented Rooms Department Budget and ensured department was operating within constraints
0-5 years of experience
- Managed operations for this 205-room hotel and resort, including four departments and staff of 47.
- Prepared and administered a $12 million budget.
- Identified and resolved state and federal code violations.
- Implemented local reservation tracking and stop/sell reports to optimize revenue.
6-10 years of experience
- Assisted with managing daily operations to assure optimum performance and continual improvement in guest service, employee performance, sales/marketing and property profit
- Described and delegated responsibility and authority for operations to various departments
- Summarized daily sales, trend, marketing and yield reports
- Forecasted monthly room revenue to maximize profits
- Hired, trained, supervised and evaluated front desk staff members
- Managed and scheduled an 8-10 person staff for a 161-room property
- Coordinated interdepartmental training and activities
0-5 years of experience
- Managed three departments totaling 60 people
- Reviewed & processed all Payroll for managed departments
- Conducted and ran daily/weekly staff meetings
- Handled guest issues on demand
- Prepared financial auditing reports for General Manager focused on bottom line revenue, profitability per room and assessing any write-offs.
- Assisted the sales managers in the sale of meeting space and guest rooms to help close deals.
- Executed the Hyatt service essentials
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[Rooms Division Manager]
Last edited by: Gabriela Barcenas, CPRW, Content Writer II -
Gabriela Barcenas
CPRW, Content Writer IIGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
