Daisy Flores
Waukegan,IL
Summary
Proven leader in hospitality and retail management, excelling in guest relations and staff development with Hersha Hospitality Management LP. Demonstrated ability to enhance customer satisfaction and team efficiency through effective complaints handling and inventory monitoring. Achieved significant improvements in service quality and operational excellence, embodying a results-driven approach with a blend of strong communication and organizational skills.
Overview
6
6
years of professional experience
Work History
Housekeeping Supervisor
Hersha Hospitality Management LP
03.2022 - Current
- 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.
- Worked with front desk to respond promptly to all guest requests.
- Trained and mentored all new personnel to maximize quality of service and performance.
- Ensured timely completion of daily tasks, leading to an increase in positive guest feedback regarding room cleanliness.
- Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
- Contributed to the hotels reputation for excellence by consistently meeting or exceeding cleanliness benchmarks set by the brand.
- Adapted quickly to changing priorities or emergencies in order to maintain seamless daily operations without compromising guest experience or satisfaction.
- Regularly monitored employees adherence to hotel policies and procedures, ensuring consistent application of brand standards across the department.
Merchandise Coordinator
TJX Companies
08.2021 - 03.2022
- Supervised daily operations on the sales floor, ensuring smooth customer interactions and prompt issue resolution.
- Answered customer questions regarding store merchandise, department information, and pricing.
- Trained new team members on company policies, procedures, and merchandising best practices.
- Educated employees on new merchandise during seasonal workshops.
- Collaborated with store managers to optimize product placement and enhance customer experience.
- Initiated store layout changes based on consumer shopping patterns, resulting in improved navigation for shoppers and increased sales per square foot.
- Monitored and analyzed sales records and consumer purchasing trends.
- Supervised departmental employees.
Housekeeping Room Attendant
White Lodging
07.2019 - 07.2021
- Enhanced guest satisfaction by maintaining clean and well-stocked rooms in a timely manner.
- Promoted a safe work environment by adhering to health and safety regulations while performing duties.
- Engaged with guests on room requirements and amenities to promote overall satisfaction.
- Provided exceptional customer service when interacting with guests during their stay, creating a positive impression of the hotels commitment towards excellence.
- Maintained a professional demeanor and appearance, following hotel policies regarding uniform and grooming standards.
- Contributed to positive guest experiences with meticulous attention to detail in all aspects of room cleaning and presentation.
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Assisted colleagues during peak periods or staff shortages, promoting teamwork within the department.
- Reduced housekeeping complaints by ensuring consistent adherence to hotel standards and procedures.
- Assisted in training new employees on housekeeping protocols, leading to improved staff performance.
Store Associate
La Michoacana Ice Cream Parlor
04.2018 - 04.2019
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Maintained a clean and safe shopping environment for customers through regular cleaning and monitoring of store conditions.
- Utilized strong multitasking abilities to manage multiple responsibilities simultaneously during busy periods.
- Increased customer satisfaction by providing efficient and friendly service while handling transactions.
- Worked closely with fellow associates to create a positive work environment, fostering teamwork and mutual support.
- Trained new associates in customer service protocols, enhancing team efficiency and consistency.
- Managed inventory to keep shelves well-stocked and organized, contributing to seamless shopping experience.
- Handled customer phone inquiries, providing information and resolving issues, enhancing remote customer service.
- Resolved customer complaints with empathy and professionalism, restoring confidence in store services.
Education
Accounting
College of Lake County
Grayslake, ILSkills
- Guest Relations
- Customer Service
- Employee Training and Development
- Complaints Handling
- Report Preparation
- Staff Forecasting
- Inventory Monitoring
Languages
Spanish
Timeline
Housekeeping Supervisor
Hersha Hospitality Management LP
03.2022 - Current
Merchandise Coordinator
TJX Companies
08.2021 - 03.2022
Housekeeping Room Attendant
White Lodging
07.2019 - 07.2021
Store Associate
La Michoacana Ice Cream Parlor
04.2018 - 04.2019
Accounting
College of Lake County
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