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, TX
12.2019
Bachelor of Science in Biomedical Sciences with a minor in Chemistry -
Texas A&M University at Kingsville
Kingsville, TX
05.2017
Degree with certifications in Computer Application Specialist, Multimedia Specialist, and Web Design/HTML -
South Texas College
McAllen, TX
05.2013
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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