Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
References
Timeline
Generic

Cristina Vasquez

Phoenix,AZ

Summary

Dedicated and organized financial professional with outstanding relationship-building and problem-solving skills. Driven to exceed expectations and operate effectively in fast-paced, high-pressure environments. Self-motivated team player adept at cultivating partnerships and building lasting relationships across all demographics and management levels. Dynamic and reliable with exceptional customer service and communication skills. High-performing professional with several years of experience delivering successful improvements for business operations, profitability and team development. Resourceful project manager and compliance specialist to thrive in fast-paced and changing environments. Dedicated to sustaining operational accuracy and delivering results for optimal profitability.

Overview

17
17
years of professional experience

Work History

Rooms Operations Manager

Hyatt Hotels Corp
Phoenix, AZ
03.2023 - Current
  • Developed and implemented operational procedures to ensure quality standards are met.
  • Monitored and improved efficiency of processes, team performance, and customer service.
  • Directed operations staff by providing guidance, training, and support in order to meet company objectives.
  • Established effective relationships with vendors to negotiate pricing and secure materials needed for production.
  • Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
  • Coordinated with other departments including sales, marketing, finance, human resources. to ensure efficient operations.
  • Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
  • Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
  • Tracked and replenished inventory to maintain par levels.
  • Produced SOPs to document workplace procedures and optimize productivity through standardization.

Director of Housekeeping

Hilton Hotels Worldwide
Phoenix, AZ
04.2021 - 03.2023
  • Directed and supervised the housekeeping staff, ensuring that all tasks were completed in a timely manner.
  • Developed and implemented effective policies and procedures for cleaning operations to ensure high standards of cleanliness.
  • Implemented quality control measures to uphold company standards.
  • Analyzed business performance data and forecasted business results for upper management.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Mediated conflicts between employees and facilitated effective resolutions to disputes.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Recruited and trained new employees to meet job requirements.
  • Delegated work to staff, setting priorities and goals.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Communicated guest service scores to drive improvement and higher guest satisfaction.
  • Prepared work schedules for associates to promote proper staffing levels.
  • Submitted repair requests to maintenance team to reduce operating costs and improve energy-saving strategy.
  • Reviewed employee performance and devised improvement plan to achieve goals.
  • Collaborated with front desk to respond promptly to guest requests and promote positive experience.
  • Supervised and supported housekeeping personnel to maximize quality of service and performance.
  • Inspected guest rooms prior to check-in to verify that they meet quality assurance standards.
  • Ensured compliance with OSHA regulations regarding hazardous materials used in housekeeping operations.
  • Provided support during peak times by working alongside housekeeping staff when necessary.

Senior Events Manager

Hilton Hotels Worldwide
Phoenix, AZ
02.2011 - 06.2021
  • Developed detailed timelines for each event to ensure deadlines were met.
  • Oversaw the setup of events to ensure that all elements were in place according to plan.
  • Managed budgeting process from planning through execution of events.
  • Arranged security, printing and supply vendors to meet unique requirements of each event.
  • Applied industry knowledge and personal expertise to customize meetings, conferences and conventions to specific standards.
  • Managed safe and smooth food delivery at banquets, conferences and social events.
  • Spearheaded planning, organization, and execution of corporate events, ensuring seamless operations from start to finish.
  • Facilitated smooth on-site operations, resolving unforeseen issues promptly to avoid disruptions.
  • Oversaw logistics including venue selection, catering, transportation, and accommodation arrangements.
  • Met with potential clients to perform site inspections and give tours of facility, meeting rooms and offered activities.
  • Facilitated communication between internal teams and external vendors and suppliers prior to the start of an event.
  • Maintained relationships with existing clients by providing ongoing customer service.

Front Desk Agent

Hilton Hotels Worldwide
Phoenix, AZ
06.2007 - 02.2011
  • Processed payments accurately and efficiently.
  • Provided information about hotel amenities, services, and local attractions.
  • Inputted guest information into computer system accurately and securely.
  • Verified accuracy of room rates and other charges during check-in process.
  • Managed cash drawer responsibly throughout shift.
  • Collaborated with colleagues to ensure smooth operations of front desk area.
  • Provided excellent customer service while upholding company policies.
  • Answered telephones and greeted visitors to assist, answer questions and direct.
  • Assisted guests at check-in, providing information on various services within hotel.

Education

Bachelor of Science - Business Management

University of Phoenix
Phoenix, AZ
06-2013

Skills

  • Performance reporting
  • Performance monitoring
  • Health and safety compliance
  • Production
  • Marketing
  • Incidents management
  • Goal attainment
  • High-pressure environments
  • Cross-functional coordination
  • Continuous improvements
  • Purchasing and procurement
  • Delegation

Affiliations

  • Marathon Runner
  • Obstacle Courses
  • Energetic
  • Adaptable
  • Love learning

Accomplishments

  • Water – June 2005, JW Marriott Desert Ridge
  • Safety Committee – 2007-2011, Boulders Resort
  • Commitment Award – December 2015, Pointe Hilton Tapatio Cliffs Resort
  • Commitment Award – November 2017, Pointe Hilton Tapatio Cliffs Resort
  • Ignite (Hilton Leadership Program) – 2019, Pointe Hilton Tapatio Cliffs Resort

References

References available upon request.

Timeline

Rooms Operations Manager

Hyatt Hotels Corp
03.2023 - Current

Director of Housekeeping

Hilton Hotels Worldwide
04.2021 - 03.2023

Senior Events Manager

Hilton Hotels Worldwide
02.2011 - 06.2021

Front Desk Agent

Hilton Hotels Worldwide
06.2007 - 02.2011

Bachelor of Science - Business Management

University of Phoenix

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Cristina Vasquez