Carmen Cervantes
Hialeah,Fl
Summary
Diligent Housekeeping Manager with proven background in leading housekeeping teams to maintain high standards of cleanliness and organization. Successfully implemented efficient cleaning protocols and staff training programs. Demonstrated expertise in team management and quality control.
Overview
22
22
years of professional experience
Work History
Housekeeping Manager
CitizenM Miami World Center
09.2022 - Current
- Completed schedules, shift reports, and other business documentation.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Trained and mentored all new personnel to maximize quality of service and performance.
- Evaluated employee performance and developed improvement plans.
- Worked with front desk to respond promptly to all guest requests.
- Improved overall cleanliness scores with thorough inspections and prompt corrective actions as needed.
- Managed inventory levels effectively, ensuring adequate supplies for daily operations while minimizing waste and costs.
Hosekeeping Manager
East Hotel
02.2020 - 08.2022
- Placed orders for housekeeping supplies and guest toiletries.
- Managed team productivity and workflow to exceed quality standards.
- Promoted safety by demonstrating proper operation and training staff on power equipment tools.
- Communicated repair needs to maintenance staff.
Housekeeping Manager
Trump National Doral
02.2019 - 02.2020
- Supervise Room Attendants in their duties
- Ensure that they perform to the prescribed hotel standards
- Responsible for fostering team spirit among the Room Attendants and direct them toward achieving guest satisfaction
- Weekly schedules, projects, incentives
- Follow up on any guest complaints and take corrective actions
- Inventory
- Yearly reviews
- Hiring
- VIP Rooms
Housekeeping Manager
Faena Hotel
07.2016 - 01.2018
- Supervise Room Attendants in their duties
- Ensure that they perform to the prescribed hotel standards
- Responsible for fostering team spirit among the Room Attendants and direct them toward achieving guest satisfaction
- Weekly schedules, projects, incentives
- Follow up on any guest complaints and take corrective actions
- Inventory
- Yearly reviews
- Hiring
- Training
- VIP Rooms
Assistant Front Office Manager
Eden Roc Hotel
01.2016 - 07.2016
- Day-to-day shift knowledge in all positions: Guest Services, Guest Relations, Front Office & Reservations
- Ensured that skills and procedures were improved upon while working at the front desk
- Detailed-Oriented, self-motivated, persistent, & goal-oriented
- Effective communication amongst departments while maintaining confidentiality when assisting high profile guests and celebrities
- Scheduling
- Auditing agents
- MOD functions
Front Desk Supervisor
Biltmore Hotel
04.2013 - 12.2015
- Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
- Coordinated with housekeeping staff to ensure rooms were ready for incoming guests in a timely manner.
Reservations Consultant, Housekeeping Supervisor
Mandarin Oriental, Miami
06.2010 - 04.2013
- Streamlined reservation processes for increased accuracy and reduced booking errors.
- Enhanced customer satisfaction by efficiently handling reservation inquiries and providing accurate information.
Housekeeping Supervisor, Front Desk Supervisor
Grove Isle Hotel & Spa
01.2008 - 11.2009
- Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Optimized workflow by regularly assessing employee performance and reallocating resources as needed, maximizing team efficiency.
Administrative Assistant
ESPA International
09.2006 - 09.2007
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
Assistant Reception Manager, Front Desk Supervisor, Guest Service Agent
Mandarin Oriental, Miami
08.2003 - 08.2006
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Ensured compliance with safety protocols at the front desk area, contributing to a secure environment for both guests and staff members.
- Resolved guest complaints by addressing issues with rooms promptly.
Education
Psychology
Mercy College
Dobbs Ferry, NY12.1983
Skills
- Fluent in English & Spanish
- Proficient in Microsoft Office and Word
- Confident in public speaking
- Excellent communication and organization skills
- Reliable and team player
Accomplishments
- Certificates of Completion
- ResMax 2012
- Legendary Quality Trainer 2005
- On-Job Training & Train the Trainer 2003
- Awards – Mandarin Oriental, Miami
- Manager of the Quarter Nominee 2005 & 2006
- Colleague of the Quarter Nominee 2012
- Awards - Biltmore Hotel
- Colleague of the Quarter - Winner Oct. 2014
- Colleague of the Year - Winner Dec. 2014
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Housekeeping Manager
CitizenM Miami World Center
09.2022 - Current
Hosekeeping Manager
East Hotel
02.2020 - 08.2022
Housekeeping Manager
Trump National Doral
02.2019 - 02.2020
Housekeeping Manager
Faena Hotel
07.2016 - 01.2018
Assistant Front Office Manager
Eden Roc Hotel
01.2016 - 07.2016
Front Desk Supervisor
Biltmore Hotel
04.2013 - 12.2015
Reservations Consultant, Housekeeping Supervisor
Mandarin Oriental, Miami
06.2010 - 04.2013
Housekeeping Supervisor, Front Desk Supervisor
Grove Isle Hotel & Spa
01.2008 - 11.2009
Administrative Assistant
ESPA International
09.2006 - 09.2007
Assistant Reception Manager, Front Desk Supervisor, Guest Service Agent
Mandarin Oriental, Miami
08.2003 - 08.2006
Psychology
Mercy College
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