Holly Santroch
Egg Harbor,WI
Summary
A hospitality professional prepared for leadership roles in housekeeping management. Proven track record of enhancing guest satisfaction and operational efficiency. Reliable team collaborator with focus on achieving results and adapting to changing requirements. Skilled in staff training, inventory management, and quality control.
Overview
12
12
years of professional experience
Work History
Director of Housekeeping
The Landmark Resort
Egg Harbor, WI
01.2026 - 07.2026
- Managed 296 rooms on property.
- Supported housekeeping, laundry, and operations departments to maintain cleanliness and guest satisfaction.
- Guided new staff in effective cleaning methods and safety protocols.
- Coordinated daily cleaning tasks to uphold hygiene standards throughout facilities.
- Collaborated with HOA to improve unit conditions and enhance guest experiences.
Executive Housekeeper
Madison Marriott South
Madison
06.2022 - 09.2025
- 239 rooms on property
- Utilization of LightSpeed PMS
- Directed daily operations of housekeeping department, ensuring high standards of cleanliness and guest satisfaction
- Conducted regular inspections of guest rooms, public spaces, and heart-of-house areas to maintain brand cleanliness and quality standards
- Recruited, trained, motivated, and coached team members to achieve departmental goals and deliver exceptional guest satisfaction
- Calculated and monitored productivity (MPR/labor) for each housekeeper weekly using Hotel Effectiveness to ensure operational efficiency and cost control
- Prepared and maintained weekly labor schedules in Hotel Effectiveness for accuracy and compliance with labor budgets
- Managed monthly inventory counts of supplies and linens, implementing controls to reduce waste and maintain adequate stock levels
- Utilized Birch Street online ordering system to manage procurement and maintain property budget compliance
- Responded promptly and professionally to guest and management housekeeping requests, ensuring timely resolution and guest satisfaction
- Assisted the General Manager (GM) with key property operations, including capital projects, renovations, and customer service initiatives
- Conducted performance reviews, delivered coaching and counseling, and executed disciplinary actions and terminations as needed
- Led monthly housekeeping meetings to communicate departmental goals, safety procedures, and performance metrics
- Used Guest Satisfaction Survey (GSS) data to track performance and recognize team members for achieving cleanliness targets
- Implemented training programs for staff, enhancing team performance and service quality
- Managed payroll processing using Paycom online system and submitted weekly contract labor hours for accuracy and compliance
- Attended weekly staff meetings, monthly safety committee meetings, and corporate housekeeping conference calls to ensure alignment with property and brand standards
- Increased overall cleanliness scores by 35%, significantly improving guest satisfaction and brand audit results
Executive Housekeeper
Hilton Garden Inn
Wausau
09.2021 - 03.2022
- 108 rooms on property
- Experience with OnQ PMS
- Provided leadership and direction for all housekeeping and laundry operations, ensuring the highest standards of cleanliness across guest rooms, public areas, and back-of-house spaces
- Conducted regular inspections of guest rooms, public areas, and heart-of-house spaces to maintain brand and property cleanliness standards
- Recruited, trained, motivated, coached, and counseled staff members to achieve departmental and organizational goals
- Calculated and analyzed Minutes Per Room (MPR) for each housekeeper weekly to ensure optimal productivity and labor efficiency
- Developed and maintained a comprehensive cleaning schedule to support consistent quality and operational excellence
- Prepared and managed weekly work schedules to align staffing levels with occupancy and labor budget targets
- Monitored and maintained supply and linen inventories to ensure adequate stock levels and cost control
- Responded promptly, efficiently, and professionally to housekeeping requests from guests and management, ensuring a high level of guest satisfaction
- Conducted employee performance reviews, provided feedback, and executed personnel actions such as coaching, disciplinary measures, and terminations when necessary
- Achieved and maintained an overall cleanliness score of 100%, demonstrating exceptional quality control and guest satisfaction standards
Rooms Manager
La Quinta Inn & Suites by Wyndham
Stevens Point, WI.
10.2015 - 09.2021
- 73 rooms on property
- Experience in use of NiteVision PMS
- Supervised daily operations of hotel rooms, ensuring optimal guest satisfaction and compliance with quality standards
- Coordinated staff schedules to align resources with occupancy rates, enhancing operational efficiency
- Implemented training programs for housekeeping staff, improving service consistency and performance standards
- Managed inventory control for linens and amenities, reducing costs through effective supplier negotiations
- Developed and enforced standard operating procedures for room inspections, increasing cleanliness ratings from guests
- Analyzed guest feedback to identify areas for improvement, facilitating targeted enhancements in service delivery
- Led cross-departmental initiatives to streamline communication between front desk and housekeeping teams, boosting responsiveness
- Provided leadership and direction for all housekeeping and laundry operations to ensure the highest standards of cleanliness across guest rooms, public areas, and back-of-house spaces
- Inspected guest rooms, public spaces, and heart-of-house areas regularly to maintain brand standards and operational excellence
- Trained, motivated, coached, and counseled team members to foster engagement, teamwork, and consistent performance
- Monitored and maintained supply and linen inventories, ensuring proper stock levels and cost control
- Responded promptly and professionally to guest and management housekeeping requests, ensuring service was timely, efficient, and courteous
- Supported the General Manager (GM) in all aspects of hotel operations, contributing to smooth daily management and long-term success
- Assisted the GM with key property initiatives, including capital projects, customer service programs, and refurbishment planning
- Participated in the recruitment and selection of hotel staff, ensuring the hiring of skilled and service-oriented team members
- Conducted employee performance evaluations and administered personnel actions, including coaching, disciplinary measures, and terminations
- Achieved and maintained an average cleanliness score of 98%, consistently meeting or exceeding brand quality and guest satisfaction benchmarks
Assistant Executive Housekeeper
Comfort Suites
Stevens Point, WI.
03.2014 - 08.2015
- 104 rooms on property
- Trained and onboarded new housekeeping employees, ensuring adherence to brand cleanliness and service standards
- Assigned daily room cleaning duties and inspected completed rooms to maintain quality and consistency across all guest areas
- Logged cleaned and inspected rooms into the property's computer system for accurate reporting and room readiness tracking
- Identified maintenance or repair needs during inspections and communicated issues promptly to the maintenance department
- Partnered with management to resolve guest or customer issues quickly, ensuring high satisfaction and positive experiences
- Monitored housekeeping and laundry inventory levels, reporting shortages and supply needs to the Executive Housekeeper for replenishment
- Cleaned and restocked guest rooms efficiently and thoroughly, maintaining attention to detail and presentation standards
- Treated, washed, folded, and distributed linens to ensure consistent availability and quality for guest use
- Delivered outstanding hospitality service and professionalism, contributing to increased guest satisfaction and repeat business
Education
2018 - 2020 - Interdisciplinary Studies
Colorado State University - Global Campus
United States2016 - 2018 - Business Management
Colorado State University- Global Campus
Associate of Applied Science - Multimedia Technologies
Rasmussen College
Wausau, WI.2014
(Course) - Written Communications
Mid-State Technical College
Stevens Point, WI.09-2010
Skills
- Task delegation
- Inventory control
- Guest service
- Sanitation protocols
- Staff management
- Health and safety
- Staff training and development
- Health and safety compliance
- Department coordination
- Quality assurance
- Health and safety regulations
- Cost control
Languages
English
Native or Bilingual
Spanish
Professional Working
Timeline
Director of Housekeeping
The Landmark Resort
01.2026 - 07.2026
Executive Housekeeper
Madison Marriott South
06.2022 - 09.2025
Executive Housekeeper
Hilton Garden Inn
09.2021 - 03.2022
Rooms Manager
La Quinta Inn & Suites by Wyndham
10.2015 - 09.2021
Assistant Executive Housekeeper
Comfort Suites
03.2014 - 08.2015
(Course) - Written Communications
Mid-State Technical College
Associate of Applied Science - Multimedia Technologies
Rasmussen College
2016 - 2018 - Business Management
Colorado State University- Global Campus
2018 - 2020 - Interdisciplinary Studies
Colorado State University - Global Campus