Brenda Ortega
Broadview,IL
Overview
7
7
years of professional experience
Work History
Assistant Manager of Housekeeping
First Hospitality Group
Oak Brook, IL
04.2024 - Current
- Managed daily operations and staff of housekeeping department, ensuring compliance with established policies and procedures.
- Supervised and trained housekeeping staff in providing quality service to guests.
- Created and monitored work schedules for housekeeping personnel.
- Performed regular inspections of guest rooms to ensure high standards were met.
- Ensured that all cleaning supplies were stocked properly and kept up-to-date inventory levels of same.
- Maintained records of room status, occupancy rates, special requests.
- Provided feedback to management regarding employee performance issues or concerns.
- Monitored the use of linens, towels, amenities and other related items to ensure cost control measures are being implemented effectively.
- Conducted investigations into any theft or damage incidents reported by guests or employees.
- Assisted in budget preparation for Housekeeping Department expenses including labor costs, materials and supplies.
- Coordinated with Engineering and Maintenance Department on repairs or replacements of furniture, fixtures and equipment.
- Established effective working relationships between Housekeeping Department personnel and other departments within the hotel.
- Supervised and supported housekeeping personnel to maximize quality of service and performance.
- Verified each completed room against standard plans to maintain consistency.
- Practiced safe work habits and wore protective safety equipment.
Director of Housekeeping
Chicago Marriott Schaumburg
02.2023 - 04.2024
- Oversees the housekeeping department of 50 plus employees
- Manages a team of housekeepers and ensures they are properly trained
- Monitors the cleanliness and maintenance of guest rooms, public areas, and back-of-house, the building having 400 rooms
- Orders housekeeping supplies and keeps track of inventory
- Develops and implements housekeeping policies and procedures
- Communicates with other departments to ensure guest satisfaction
- Prepares budgets and tracks expenses related to housekeeping
- Reports any maintenance or equipment needs
- Ensures compliance with safety and health regulations
- Provides exceptional customer service to guests
Housekeeping Manager
Residence Inn Chicago Oakbrook
08.2020 - 02.2023
- Ensure recruiting, hiring, and training
- Approach all encounters with guests and employees in an attentive, courteous, and service-oriented manner
- Ensured the efficient operation of the hotel in the absence of the General Manager by supervising and supporting the Guest Services, Food & Beverage Food and Housekeeping departments
- Communicate and correct deficiencies in these departments with the supervisor on duty
- Assist General Manager in developing managerial and hourly employees through implementing Corporate-approved training programs
- Participate in (at a minimum) bi-weekly one-on-ones with the Department Heads to facilitate personnel development
- Assist in creating an environment where employees make empowered decisions to ensure guest satisfaction
- Follow up on all empowerment successes and opportunities with the appropriate Department Head
Housekeeping Supervisor
HYATT HOUSE OAKBROOK IL
04.2018 - 01.2020
- High level of energy and commitment to the hotel business
- Ensure that every effort is made to create an excellent experience for every guest
- Effectively lead, teach, and continually train team
- Effectively deal with internal and external customers with the highest level of professionalism
- Follow and enforce hotel policies and procedures
- Manage and resolve all guest complaints in a timely, professional, and courteous manner
- Train and lead the team meetings
- Initiate and monitor shift checklists for proper completion of tasks
- Respond to all guest needs and requests in a timely manner
- Maintain a high level of professional appearance and demeanor of the staff
- Create courteous, friendly, professional and training focused work environment
- Inspect all rooms and public areas
Education
Hospitality Administration and Management
Triton College
River Grove, IL05-2020
Skills
- Excellent communication skills
- Customer service
- Team leadership
- Budgeting and finance
- Inventory control
- Process improvement specialist
- 45 wpm
- Bilingual (Spanish/English)
- Self-motivated
- Sales analysis
- Cash register familiarity
- Staff training and development
- Task Delegation
- Staff Scheduling
- Team performance management
- Cleaning and sanitation
- Budget Administration
- Expense Tracking
- Performance Improvements
References
- Kevin Stone, 6307307454
- Nicole Patterson, 7735935795
- David Martinez, 8473467152
Timeline
Assistant Manager of Housekeeping
First Hospitality Group
04.2024 - Current
Director of Housekeeping
Chicago Marriott Schaumburg
02.2023 - 04.2024
Housekeeping Manager
Residence Inn Chicago Oakbrook
08.2020 - 02.2023
Housekeeping Supervisor
HYATT HOUSE OAKBROOK IL
04.2018 - 01.2020
Hospitality Administration and Management
Triton College
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