Elizabeth Canadilla
Las Vegas,NV
Summary
Dynamic Housekeeping Manager with extensive experience at Station Casinos, excelling in quality assurance and team building. Proven track record in enhancing employee performance through effective training and mentoring, while managing budgets to optimize resources. Skilled in guest relations, consistently resolving complaints to elevate customer satisfaction and loyalty.
Overview
20
20
years of professional experience
Work History
Housekeeping Manager
Station Casinos
08.2024 - Current
- Trained and mentored all new personnel to maximize quality of service and performance.
- Worked with front desk to respond promptly to all guest requests.
- Communicated repair needs to maintenance staff.
- Evaluated employee performance and developed improvement plans.
- Managed staff of near 100 housekeepers.
- Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Drove continuous commitment to product quality and safety, reducing downtime and overtime with effective budgeting and assignation of talents as well as resources.
- Developed and implemented staff recognition programs to motivate and reward employees.
- Scheduled and prioritized tasks to staff, overseeing work completion.
- Recommended or arranged for painting, repair work, renovations and replacement of furnishings and equipment.
- Addressed customer feedback and complaints to maximize satisfaction. Using Medallia Chatmeter Responses.
- Maintained required records of work hours, budgets and payrolls.
- Completed financial tasks by estimating costs and preparing and managing budgets.
- Developed and maintained comprehensive inventory system to track equipment and supplies.
- Coordinated with outside vendors to provide supplies and equipment for staff.
Housekeeping Manager
Mastercorp Resort Housekeeping Services
02.2024 - 08.2024
- Managed staff of 30 housekeepers, Housepersons and Supervisors.
- Monitored priorities and liaised between maintenance team and management, delegating tasks to complete on time.
- Supervised team of housekeeping and janitorial workers to meet highest quality of cleanliness and safety standards.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Placed orders for housekeeping supplies and guest toiletries.
- Managed laundry sorting, washing, drying, and ironing.
- Worked with front desk to respond promptly to all guest requests.
- Communicated repair needs to maintenance staff.
- Completed schedules, shift reports, and other business documentation.
- Promoted safety by demonstrating proper operation and training staff on power equipment tools.
- Managed team productivity and workflow to exceed quality standards.
- Addressed customer feedback and complaints to maximize satisfaction.
Housekeeping Supervisor
Station Casinos Red Rock Casino Resort and Spa
04.2019 - 02.2024
- Trained and mentored all new personnel to maximize quality of service and performance.
- Increased employee performance through effective supervision and training.
- Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Evaluated employee performance and recommended promotions, transfers and dismissals.
- Conducted regular audits of public spaces and staff work areas to maximize quality control.
- Trained and mentored new staff on cleaning and safety protocols.
- Monitored staff performance and provided feedback to drive productivity.
- Addressed customer feedback and complaints to maximize satisfaction.
- Supervised team of housekeeping and janitorial workers to meet highest quality of cleanliness and safety standards.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Evaluated employee performance and developed improvement plans.
Floor Manager
ARIA Resort & Casino Las Vegas
08.2017 - 04.2019
- Inspected guest rooms, lobbies, and common areas to verify cleanliness and tidiness.
- Reported damages, maintenance problems, safety issues, and potential hazards to management.
- Kept logs of cleaning activities to enable tracking history and maintain accurate records.
- Checked guest rooms to identify damages or maintenance needs and reported to supervisor for prompt response.
- Observed proper keys and key card control procedures to provide security, protection and privacy of guests.
- Demonstrated positive and professional attitude with guests, coworkers and management to contribute to positive work environment and maintain reputation of hotel.
- Responded to customer inquiries and resolved complaints to increase satisfaction.
Quality Assurance Supervisor
SLS Las Vegas Hotel & Casino
08.2014 - 08.2017
- Oversaw onboarding and training of new employees to promote quality on room cleanliness.
- Inspected a minimum of 50-60 rooms daily.
- Worked as supervisors duties in the absence of a floor supervisor.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or deficiencies.
- Inspections must meet Standards of cleanliness for all guest rooms, suites and villas.
- Participated in special projects during the shift.
- As a Quality Assurance Supervisor spent up to 90% of the time on the floor, interacting with guests and employees, coaching Guest Room Attendant and Utility Houseperson on room standard techniques and completing written documentation.
Guest Room Attendant
ARIA Resort & Casino Las Vegas
11.2013 - 08.2014
- Replenished guest room water glasses, toiletries, and paper products.
- Washed and cleaned windows and mirrors.
- Vacuumed, dusted and maintained common areas, hallways, and waiting areas at elevators.
- Reported damages, disturbances and shortcomings to supervisor.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Slid beds, sofas, and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Responded to guest requests for assistance, toiletries, and personal care items.
- Engaged with guests on room requirements and amenities to promote overall satisfaction.
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Vacuumed carpets, mopped floors and dusted surfaces to maintain spotless environment.
- Checked appliances in guest rooms to determine good working order.
- Scrubbed floors with special cleaners and equipment to achieve deep clean.
- Eliminated germs and minimized infection risk with expert bathroom and kitchen cleanings.
- Collected trash and moved garbage cans from kitchen areas to pick-up stations.
- Restocked towels and amenities in bathrooms, bedrooms and kitchen spaces.
- Emptied waste paper and other trash from premises and moved to appropriate receptacles.
- Exercised politeness and discretion when dealing with guests and guest property.
Director of Housekeeping
Islazul
02.2006 - 07.2013
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Developed detailed plans based on broad guidance and direction.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Established team priorities, maintained schedules and monitored performance.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Placed orders for housekeeping supplies and guest toiletries.
- Worked with front desk to respond promptly to all guest requests.
- Communicated repair needs to maintenance staff.
- Completed schedules, shift reports, and other business documentation.
- Trained and mentored all new personnel to maximize quality of service and performance.
- Evaluated employee performance and developed improvement plans.
- Increased employee performance through effective supervision and training.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Education
High School Diploma -
Vocational Institute of Exact Sciences
Santiago De Cuba CubaAssociate of Science - Medical Billing And Coding
Northwest Career College
Las Vegas, Nevada, NV12-2018
Skills
- Quality assurance and control
- Customer relationship management
- Invoice processing
- Guest relations
- Payroll administration
- Budget administration
- Employee evaluations
- Training and mentoring
- Payroll
- Team building
- Department coordination
- Scheduling and planning
Languages
Spanish
Native or Bilingual
French
Elementary
English
Native or Bilingual
Timeline
Housekeeping Manager
Station Casinos
08.2024 - Current
Housekeeping Manager
Mastercorp Resort Housekeeping Services
02.2024 - 08.2024
Housekeeping Supervisor
Station Casinos Red Rock Casino Resort and Spa
04.2019 - 02.2024
Floor Manager
ARIA Resort & Casino Las Vegas
08.2017 - 04.2019
Quality Assurance Supervisor
SLS Las Vegas Hotel & Casino
08.2014 - 08.2017
Guest Room Attendant
ARIA Resort & Casino Las Vegas
11.2013 - 08.2014
Director of Housekeeping
Islazul
02.2006 - 07.2013
High School Diploma -
Vocational Institute of Exact Sciences
Associate of Science - Medical Billing And Coding
Northwest Career College