ASHLEY ALFARO
San Antonio,TX
Summary
Dedicated professional with technical, analytical, and communication skills demonstrated in work-related environments. Passionate in offering years of success and experience in hospitality service.
Overview
7
7
years of professional experience
Work History
Director of Housekeeping
Thompson - San Antonio Riverwalk
08.2022 - Current
- Committed to improving yearly and monthly HYSTAT scores (5 times in 1 year in 2023) through daily interaction with associates and guests
- Increased participation and responses on monthly colleague surveys focusing on work ethic and management by 40%
- Responsible for overall cleanliness rating for all 162 guest rooms, public areas, and pool presentation
- Built an inventory checklist routine to ensure the department was stocked with guest room amenities, reflecting Hyatt Standards, while controlling departmental operating expenses
- Created a digital format and method for team schedules, budget, payroll, and prepped training manuals for associate on boarding
- Monitored preparation and cleanliness of Resident Condo Cleaning, ~$5,000 in 6 months
- Focused and revamped Mini Bar items in all guests rooms including prices and addition of city complied vendors. Revenue was increased by 50%, reaching ~25K on monthly sales
- Turndown enhanced for all VIP guests by providing luxury and detailed Thompson branded items
Housekeeping Manager
Gateway Canyons Resort and Spa
09.2020 - 08.2022
- Trained 14+ employees, each season, through the H2B program in efforts to support a growing customer base department
- Responsible for overall cleanliness rating for all 72 guest rooms, public areas, and 2 pool presentations
- Committed to improving Revinate scores (from 4.2 to 4.7 overall cleanliness) through daily interaction with associates and guests
- Prepared daily reports and updated PMS system, Resort Suite, to meet guest satisfaction and Noble House Standards
- Started an inventory system to ensure the department was stocked with guest room amenities while controlling departmental operating expenses
- Sustained a format and method of schedules, budgets, payroll, and created training manuals for associate preparation
- Added value to the operation by increasing basic guest laundry production ($5,000 in 8 months), turn down service enhancement, and critical insight on designated housekeeping areas
- Began an embroidery production that increased guest satisfaction and Revinate name mentions (custom embroidered pillowcases, towels, and t-shirts)
- Monitored preparation and cleanliness of associate living in dorms and apartments
Front Office Supervisor
La Cantera Resort & Spa
12.2019 - 09.2020
- Familiarized and trained for the Fine Hotels and Resorts program to help ensure proper benefits are being elaborated and provided to members
- Supervised all front desk operations with eye for hotel reputation, staff productivity, and operation efficiency
- Planned coverage needs and organized services to support incoming special events
- Set up house accounts for all new groups
- Assisted in monitoring room inventory and balanced out over bookings and discrepancies
- Interviewed, hired, and trained +15 team members for easy transition
Front Desk Agent / Trainer
La Cantera Resort & Spa
09.2017 - 12.2019
- Monitored all incoming calls regarding specific requests, billing, and disputes through PBX, a phone operating system used for answering inquiries at a reliable and fast pace
- Operated with HotSOS - Computer based service used for guest requests and service order tracking
- Mastered Opera - Software used to update, check-in, check-out, and bill guests
- Started a 2-week training program that consisted of SOPs and manuals with day-to-day elaboration on procedures, compliance requirements, and performance strategies
Education
Master of Science in Biology with a concentration in Epigenetics -
The University of Texas at San Antonio
San Antonio, TX12.2019
Bachelor of Science in Biomedical Sciences with a minor in Chemistry -
Texas A&M University at Kingsville
Kingsville, TX05.2017
Degree with certifications in Computer Application Specialist, Multimedia Specialist, and Web Design/HTML -
South Texas College
McAllen, TX05.2013
Accomplishments
- La Cantera Resort and Spa - Associate Council Member
- La Cantera Resort and Spa - Employee of the Month - 3X
- Thompson - San Antonio - Department of the Month, July 2023
- Thompson - San Antonio - Leader of the Quarter, October 2023
- San Antonio Hotel and Lodging Association - Manager of the Year - Heart of House, November 2023
Timeline
Director of Housekeeping
Thompson - San Antonio Riverwalk
08.2022 - Current
Housekeeping Manager
Gateway Canyons Resort and Spa
09.2020 - 08.2022
Front Office Supervisor
La Cantera Resort & Spa
12.2019 - 09.2020
Front Desk Agent / Trainer
La Cantera Resort & Spa
09.2017 - 12.2019
Master of Science in Biology with a concentration in Epigenetics -
The University of Texas at San Antonio
Bachelor of Science in Biomedical Sciences with a minor in Chemistry -
Texas A&M University at Kingsville
Degree with certifications in Computer Application Specialist, Multimedia Specialist, and Web Design/HTML -
South Texas College
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