Summary
Overview
Work History
Education
Skills
References
Accomplishments
Languages
Timeline
Generic

Giselma Balboa

Miami,FL

Summary

Professional Executive Housekeeper with more than twenty years of experience in the industry, strong organizational and multi-tasking skills as well as superior time and resource management capabilities. Dedication to completing tasks and surpassing expectations. Able to excel in fast-paced high-pressure environments. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.

Overview

8
8
years of professional experience

Work History

Director of Housekeeping

Lennox Hotel
Miami
01.2021 - Current
  • Maintain housekeeping staffing levels to provide for optimal performance
  • Interviews, selects all department management level personnel
  • Schedules all management level personnel to provide for proper supervision at all times
  • Develops/approves all departmental; budgets, forecasts and schedules
  • Responsible for the smooth, efficient, cost effective operation of the housekeeping department, to include; labor management, inventory control, product selection
  • Coordinates special projects related to housekeeping operations as determined by the Hotel General Manager
  • Establishes work routines and schedules which address the needs of the hotel, while being flexible enough to respond to emergency situations and fluctuations in occupancy
  • Keeps the General Manager apprised of all significant happenings within the department
  • Assists in the selection employee uniforms and determination of uniform purchase requirements
  • Attends all required hotel meetings to keep abreast of in-house activities/promotions and upcoming events; maintain communication with other departments within the hotel.

Housekeeping Manager

Hotel Colonnade Coral Gables
06.2018 - Current
  • Ensures guestrooms, public space and employee areas are cleaned according to operating standards
  • Ensures compliance with all housekeeping policies, standards and procedures
  • Supervises and approves the budgeting and ordering of guestroom and cleaning supplies
  • Celebrates successes and publicly recognizes the contributions of team members
  • Develop housekeeping and laundry budget
  • Utilize labor management tools to schedule and control labor costs
  • Interview, hire, train, develop, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate of staff members
  • Inspect all VIP rooms prior to arrival
  • Prepare employee schedule according to business forecast, payroll budget guidelines and productivity requirements
  • Review Housekeeping staff's worked hours for payroll
  • Focus the Housekeeping Department on their role in contributing to Medallia Scores
  • Ensure proper clock-in procedures are followed
  • Monitor hours worked to prevent overtime
  • Coordinate special project work, such as mattress turning, deep cleaning, carpet cleaning, upholstery cleaning, etc., to ensure high standards of cleanliness and comfort to the guest
  • Maintain lost and found
  • Enforce the policy that all found items are to be locked up and recorded
  • After 90 days, items turned in are to be given to the finder
  • Handle guest inquiries and process items to be returned to the guest COD in a timely manner
  • Ensure that lost and found storage is effectively secured
  • Record all incidences of tardiness and absenteeism
  • Handle guest complaints and requests efficiently to ensure high guest satisfaction.

Executive Housekeeper

Four Points Hotel
Miami Beach, FL
12.2016 - 06.2018
  • Responsible for cleanliness, orderliness and appearance of the entire Hotel
  • Ensure that rooms are made as per company standard
  • Maintain par stock of guest supplies, cleaning supplies, linen and uniform
  • Ensure staffing levels cover business demands
  • Conduct public area inspections as well as room inspections to evaluate the physical condition of the hotel
  • Attend weekly staff meetings
  • Maintain employee records concerning attendance and punctuality
  • Prepare staff work schedules bases on present and anticipated occupancy
  • Manage operating expenses to minimize costs
  • Ensures proper usage of chemicals and equipment
  • Observes and evaluates quantity and quality of work completed
  • Prepare for and oversee the interviewing, hiring, and training of all assigned personnel to accomplish assigned tasks
  • Knowledge of OSHA and safety standards within Housekeeping department
  • Plan and organize the work of others
  • Orders and receives supplies so as to maintain adequate inventory levels.

Housekeeping Manager

Grand Beach Surfside
Surfside, FL
01.2016 - 12.2016
  • Motivate, coach, counsel and discipline all Housekeeping personnel
  • Develop employee morale and ensure training of Housekeeping personnel
  • Assist the Director of Housekeeping in inspecting all VIP rooms prior to arrival
  • Assist in conducting monthly and quarterly Housekeeping inventories on a timely basis
  • Follow up on work orders to ensure completion
  • Manage and organize large turn days (including group check-ins or check-outs)
  • Properly store, secure and issue supplies as needed to meet business demands.

Housekeeping Manager

Mayfair Hotel and Spa
Coconut Grove
  • Planning, organizing and directing team members
  • Daily supervision of the housekeeping staff, including the day, event and post-event crews
  • Daily supervision of the grounds keeping staff, including the day, event and post-event crews
  • Uphold the highest standards of cleanliness, safety, and conduct
  • Knowledge of OSHA and safety standards within Housekeeping department
  • Use the telephone and computer system for reporting and verifying room status
  • Guest degree of guest satisfaction.

Housekeeping Supervisor

Mayfair Hotel and Spa
Coconut Grove
  • Training and developing housekeeping staff
  • Coordinates work assignments
  • Inspect completed work
  • Assign non-accommodation cleaning assignments to housekeeping team leaders
  • Assist with inventory control, supplies, and keys.

Housekeeping Supervisor

Grand Beach Hotel
Miami Beach, FL
  • Thorough knowledge of all matters relating to the proper administration and operation of housekeeping
  • Promotes and applies teamwork skills at all times
  • Ensures aggressive cleaning of vacant dirty rooms during tight turns; punches vacant ready rooms, and provides any other assistance as needed on guest floors
  • Provides Team Member Safety training to prevent accidents, comply with OSHA regulations, and ensure hotel life safety
  • Greets and interacts with guests in an outstandingly friendly and professional manner
  • Accordance with hotel standards
  • Investigate guest complaints and take correct measures
  • Attends appropriate hotel meetings and training sessions
  • Maintains cleanliness and excellent condition of equipment and work area
  • Complies with hotel standards, policies and rules
  • Remains current with hotel information and changes
  • Complies with hotel uniform and grooming standards.

Housekeeping Coordinator

Gansevoort South Miami
Miami, FL
  • Monitors the systems and ensures all arrivals, VIP and rushed rooms are communicated to the housekeeping supervisors
  • Continually communicates with Front Office, Engineer and Supervisors to verify status of all guest rooms
  • Assign work to Room Attendants and train personnel in housekeeping duties; may perform cleaning duties
  • Ensure key control policies
  • Log all calls in hotel communication tool
  • Answers telephone in a prompt and courteous manner
  • Other duties as assigned
  • Maintains cleanliness and excellent condition of equipment and work area.

Lobby Attendant

Intercontinental West Miami
Doral, FL
  • Clean hallways, lobbies, lounge, restrooms, corridors, elevators, stairways, locker room and other work areas so that health standards are met
  • Delivery Guest request
  • Request repair services and wait for repair workers to arrive
  • Observe precautions required to protect hotel and guest property and report damage, theft and found articles to supervisors.

Room Attendant

Mandarin Oriental
Miami, FL
  • Clean guestrooms according to standards
  • Complete all pre-cleaning duties, including but not limited to, guest supplies, cleaning supplies, and linen for housekeeping cart set-up
  • Remove all trash and dirty linen from guestrooms and hallways
  • Restock housekeeping cleaning cart for next day's use
  • Replenish chemical bottles
  • Report all missing items from room (i.e., irons/boards, hair dryers, etc.) to Housekeeping Supervisor/Manager
  • Report any maintenance repairs immediately to Housekeeping Supervisor/Manager
  • Handle items for 'Lost and Found' according to the standards
  • Ensure overall guest satisfaction.

Education

Skills

  • Hotsos, Opera, Opera Cloud, Paylocity, Birch Street, Light Speed, Nuvola, Microsoft system, Galaxy
  • Staff Management
  • Inventory Control
  • Recruiting and Interviewing
  • Staff Scheduling
  • Policy Enforcement
  • Cost Control
  • Chemical Handling
  • Expense Tracking
  • Storage Area Management
  • Housekeeping
  • Supplies Inventory
  • Operations
  • Budgets
  • Employee Evaluations
  • Payroll Administration

References

  • Judith Fernandez,General Manager,305-609-2011
  • Donis Tejada, Property Manager, 786-523-3604
  • Henry Cuesta, Room Division, 786-487-3419
  • Julio Harrington, Director of Operations, 754-204-4786
  • Alejandra Franco, Director of Rooms, 305-767-5049
  • Roger Vivas, General Manager, 614-946-0284
  • Leslie Weils, General Manager, 954-494-9626

Accomplishments

  • Leader of the Quarter
  • Employee of the Month

Languages

English
Professional
Spanish
Professional

Timeline

Director of Housekeeping

Lennox Hotel
01.2021 - Current

Housekeeping Manager

Hotel Colonnade Coral Gables
06.2018 - Current

Executive Housekeeper

Four Points Hotel
12.2016 - 06.2018

Housekeeping Manager

Grand Beach Surfside
01.2016 - 12.2016

Housekeeping Manager

Mayfair Hotel and Spa

Housekeeping Supervisor

Mayfair Hotel and Spa

Housekeeping Supervisor

Grand Beach Hotel

Housekeeping Coordinator

Gansevoort South Miami

Lobby Attendant

Intercontinental West Miami

Room Attendant

Mandarin Oriental

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Giselma Balboa