Cristina Castillo
Elizabeth,NJ
Summary
Accomplished Housekeeping Manager with a proven track record at Hilton Newark Airport, enhancing room cleanliness scores and guest satisfaction through effective team leadership and meticulous facility inspections. Skilled in ordering cleaning supplies and training staff, I excel in guest relations and operational efficiency, ensuring top-notch service and cost control. Knowledgeable housekeeping management professional familiar with hotel operations, cleaning procedures and health and safety regulations.
Overview
18
18
years of professional experience
Work History
Housekeeping Manager
Hilton Newark Airport
09.2022 - Current
- Worked with front desk to respond promptly to all guest requests.
- Managed inventory levels effectively, ensuring adequate supplies for daily operations while minimizing waste and costs.
- Conducted regular performance evaluations for housekeeping staff, identifying areas for improvement and providing constructive feedback for professional development.
- Communicated repair needs to maintenance staff.
- Managed staff of 42 housekeepers including 8 Houseman
- Investigated customer complaints promptly, seeking timely resolutions to maintain positive guest experiences throughout their stay at the hotel.
- Managed team productivity and workflow to exceed quality standards.
- Completed schedules, shift reports, and other business documentation.
- Improved overall cleanliness scores with thorough inspections and prompt corrective actions as needed.
- Managed labor costs effectively by monitoring staffing needs based on occupancy levels and adjusting schedules accordingly to maximize efficiency without compromising service quality.
- Collaborated with other departments to coordinate special events and ensure seamless execution of services across all areas of the hotel.
- Placed orders for housekeeping supplies and guest toiletries.
- Coordinated household cleaning service operations and managed client relations.
- Utilized chemicals and cleaning equipment in accordance with safety protocols and proper operating standards.
- Developed and implemented detailed housekeeping standards to promote cleanliness standards for guest rooms and common areas.
- Conducted regular audits of public spaces and staff work areas to maximize quality control.
- Supervised team of housekeeping and janitorial workers to meet highest quality of cleanliness and safety standards.
- Trained and mentored new staff on cleaning and safety protocols.
Housekeeping Manager
Embassy Suites
06.2020 - 09.2022
- Conducted regular performance evaluations for housekeeping staff, identifying areas for improvement and providing constructive feedback for professional development.
- Communicated repair needs to maintenance staff.
- Worked with front desk to respond promptly to all guest requests.
- Managed inventory levels effectively, ensuring adequate supplies for daily operations while minimizing waste and costs.
- Improved overall cleanliness scores with thorough inspections and prompt corrective actions as needed.
- Managed labor costs effectively by monitoring staffing needs based on occupancy levels and adjusting schedules accordingly to maximize efficiency without compromising service quality.
- Managed laundry sorting, washing, drying, and ironing.
- Scheduled and prioritized tasks to staff, overseeing work completion.
- Developed and maintained comprehensive inventory system to track equipment and supplies.
- Trained and mentored new staff on cleaning and safety protocols.
- Established and enforced safety protocols and guidelines for staff.
Housekeeping Manager
Hilton Newark Airport
10.2017 - 09.2019
- Worked with front desk to respond promptly to all guest requests.
- Coordinated special projects such as deep cleans or major event preparations while minimizing disruption to guests'' experiences.
- Monitored staff performance regularly, providing constructive feedback when necessary for continuous improvement efforts.
- Collaborated with maintenance teams to address urgent repair needs, minimizing operational downtime in guest rooms.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
Housekeeping Manager
Hilton Chicago
09.2018 - 09.2018
- Managed staff of 10 housekeepers daily during straight
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Increased room readiness rates through close monitoring of room status reports and effective communication with front desk personnel.
- Promoted safety by demonstrating proper operation and training staff on power equipment tools.
- Utilized chemicals and cleaning equipment in accordance with safety protocols and proper operating standards.
- Communicated repair needs to maintenance staff.
Housekeeping Supervisor
Hilton Newark Airport
02.2015 - 05.2017
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Placed orders for housekeeping supplies and guest toiletries.
- Communicated repair needs to maintenance staff.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Ensured timely completion of daily tasks, leading to an increase in positive guest feedback regarding room cleanliness.
- Collaborated with front desk staff to address guest concerns promptly, promoting an atmosphere of exceptional customer service.
Room Attendance
Hilton Newark Airport
04.2006 - 10.2015
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Achieved time management goals by following designated schedules and completing assigned tasks within allotted time frames.
- Reduced guest complaints by maintaining a high standard of cleanliness in all assigned rooms.
- Vacuumed carpets, mopped floors and dusted surfaces to maintain spotless environment.
- Enhanced guest satisfaction by providing thorough and timely room cleaning services.
- Vacuumed, dusted and maintained common areas, hallways, and waiting areas at elevators.
- Checked appliances in guest rooms to determine good working order.
- Performed deep-cleaning assignments on a regular basis to maintain the hotel''s overall appearance and appeal for both new and returning guests alike.
- Handled requests for extra linens, toiletries and other supplies.
- Changed bed linens and collected soiled linens for cleaning.
Education
Theology
LABI
La Puente, CA01.2022
Associate of Science - Hospitality Administration And Management
Union County College
Cranford, NJ09.2018
High School Diploma -
INSE
El Salavdor 11.2004
Skills
- Training and mentoring
- Cleaning and sanitation
- Guest Relations
- HotSoS
- ONQ
- Payroll understanding
- Employee evaluations
- Facility Inspection
- Word Processing
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Housekeeping Manager
Hilton Newark Airport
09.2022 - Current
Housekeeping Manager
Embassy Suites
06.2020 - 09.2022
Housekeeping Manager
Hilton Chicago
09.2018 - 09.2018
Housekeeping Manager
Hilton Newark Airport
10.2017 - 09.2019
Housekeeping Supervisor
Hilton Newark Airport
02.2015 - 05.2017
Room Attendance
Hilton Newark Airport
04.2006 - 10.2015
Theology
LABI
Associate of Science - Hospitality Administration And Management
Union County College
High School Diploma -
INSE
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