Andrea Oliva
Orlando,FL
Summary
Dynamic, detail-oriented and proactive leader with 5+ years in the hospitality business. Multi-talented manager, with proven ability to maintain high standards of cleanliness, safety and efficiency. Known for building rapport and creating memorable guest/customer experiences.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Housekeeping Manager
Waldorf Astoria Orlando
Orlando, FL
09.2023 - Current
- Proven track record of maintaining high standards of cleanliness and guest satisfaction (current cleanliness score 95.5%).
- Developed and implemented housekeeping policies and procedures to ensure efficient operations such as Steps of services booklet, Forbes oriented trainings and special projects.
- Supervised, trained, evaluated staff of 40+ housekeepers daily.
- Created a recognition system based on guest satisfaction and cleanliness inspections monthly scores.
- Identified opportunities for process improvements in order to increase efficiency and productivity of housekeeping services.
- Trained and assisted in translating for a recognized FORBES member during assessment.
- Task force: Hampton Inn and Homewood Suites Seaport, Boston (September 2024).
Assistant Housekeeping Manager
Gaylord Palms Resort & Convention Center
Orlando, FL
09.2021 - 08.2023
- Proven track record of maintaining high standards of guest satisfaction (Score from 67& to 76.6%).
- Lead the housekeeping team, providing training, guidance and performance evaluations.
- Kept abreast of industry trends in order to recommend changes or improvements that would benefit the hotel's overall operations.
- Established hands-on, proactive management style to facilitate improvements to workflow and room turnover.
- Inventoried incoming supplies and placed items in stock for use by personnel.
- Collected, analyzed and prepared reports of statistical data to assess facility management objectives.
- Resolved customer complaints in a timely manner while maintaining high service quality standards.
Housekeeping Supervisor
Courtyard Lake Buena Vista at Vista Centre
Orlando , FL
08.2020 - 09.2021
- Successfully led team in hotel reopening from a millionaire renovation.
- Scheduling, payroll, and supply inventory.
- Created a system to ensure linen quality by conducting weekly audits in the laundry area.
- Supervised and trained staff in housekeeping operations.
- Inspected 300+ guest rooms and public areas to ensure they met cleanliness standards.
- Investigated customer complaints regarding housekeeping services and took appropriate action to resolve them.
- Recruitment and hiring.
Front Desk Agent
Marriott Stanton South Beach
Miami, FL
08.2019 - 04.2020
- Answered high volume of phone calls and chats daily.
- Processed payments accurately and efficiently.
- Resolved customer complaints promptly and courteously.
- Addressed customer needs in a timely manner.
- Kept accurate records of guest transactions, providing receipts, proper bills, and change.
- Input customer data into reservation systems and update to reflect room changes.
- Enhanced guest satisfaction by answering inquiries about business operations and policies, resolving concerns, and developing creative solutions to guest concerns.
- Supported Events department with VIP guest tracking.
- Created a special welcoming technique for highest-tier Bonvoy members.
Education
Bachelor of Arts - Journalism
National Autonomous University of Honduras
Honduras11-2018
Skills
- Bilingual: English and spanish
- Management software: PMS, OnQ, HotSos, Synergy and Salfesforce
- Scheduling: UNIFOCUS
- Communication tools: Outlook, Kipsu, Salesforce
- Staff Training & mentoring
- Adaptive Leadership
- Detail Oriented
- Multitasking
- Project Planning
- Time Management
- Conflict Resolution
- Relationship Building
Accomplishments
- Gaylord Value Award recipient (Q4 2022)
- Achieved "Hotel of the Year 2022" (Gaylord Palms Resort & Convention Center)
- Achieved 100% score in Hilton Quality Assurance audit (Waldorf Astoria Orlando)
- Recognized as 4-star hotel given by FORBES, 2023 (Waldorf Astoria Orlando)
Certification
- FORBES
- Panel review
Languages
English
Full Professional
Spanish
Native/ Bilingual
Timeline
Housekeeping Manager
Waldorf Astoria Orlando
09.2023 - Current
Assistant Housekeeping Manager
Gaylord Palms Resort & Convention Center
09.2021 - 08.2023
Housekeeping Supervisor
Courtyard Lake Buena Vista at Vista Centre
08.2020 - 09.2021
Front Desk Agent
Marriott Stanton South Beach
08.2019 - 04.2020
Bachelor of Arts - Journalism
National Autonomous University of Honduras
- FORBES
- Panel review
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