Ivette De Los Santos
New York,USA
Summary
Experienced hospitality management professional bringing expertise in budget administration, inventory controls and schedule management. A keen eye for organization and quality control, combined with strong ability to train and motivate teams. Ready to bring transformative improvements to operational efficiency to deliver high-quality service.
Overview
19
19
years of professional experience
4017
4017
years of post-secondary education
Work History
Director of Housekeeping
The Avalon Hotel
New York, USA
01.2019 - 04.2024
- Assuming Operational responsibilities in the absence of the General Manager
- Plan and prepare weekly work schedule for union members and managers
- Prepare reports on activity, personnel, and information such as occupancy, hours worked, facility usage, work performed, and departmental expenses
- Evaluate employee performance and recommend personnel actions such as promotions, transfers, and dismissals
- Conduct daily and monthly associate meetings to record concerns and develop action plans
- Review inventory and maintained par levels of guest supplies, cleaning supplies, and other operating supplies based on budgetary guidelines
- Creating SOP's for associates to follow
- Oversaw day-to-day production activities in accordance with business objectives
- Worked collaboratively with Department heads to implement new procedures and corrective actions to improve quality of service
- Defined, implemented and revised operational policies and guidelines
- Interviewed and hired strong candidates for all departments
- Negotiated price and service with customers and vendors to decrease expenses and increase profit
- Built loyal account base and long-term business relationships with clients accounts
- Scheduled managers for shifts, taking into account hotel occupancy and daily city events
- Worked collaboratively with Debarment heads to implement new procedures and corrective actions to improve quality and staff performance
- Conducting daily inspections to maintain cleanliness following Hotel Standards
- Processing payroll using ADP
- Training of new employees
- Managing and distributing uniforms for hotel staff
- Creating daily assignments for room attendants and house attendants
- Conducting monthly linen inventory to maintain proper par levels
- Coordinating weekly projects with Engineering Department
- Managed laundry sorting
- Completed schedules, shift reports and other business documentation
Housekeeping Manager
The Knickerbocker Hotel
New York, USA
03.2017 - 01.2019
- Inspect all hotel room, public areas, VIP rooms to insure that cleanliness meets hotel standard
- Assist in managing preparation of schedule, payroll and workload for housekeeping staff
- Conducted monthly inventory of linen and department supplies
- In charge of leading room's heavy cleaning program
- Respond to special guest requests in a timely, friendly and efficient manner
- Assigned housekeeping staff to specific room blocks based on their assigned permanent sections and daily hotel occupancy
- Communicated repair needs to maintenance/engineering staff
- Utilized chemicals and cleaning equipment accordance with safety protocols and proper operating union standards
- Trained and mentored all new personnel to maximize quality of service and performance
- Evaluated employee performance and developed improvement plans
- Managed staff of 98 housekeepers and housemen
Housekeeper
The Knickerbocker Hotel
New York, USA
06.2016 - 03.2017
- Responsible for maintaining clean and attractive rooms and servicing guest rooms daily in accordance with hotel standards.
- Replacing bedding, making beds, and replacing toiletries.
- Cleaning, dusting and vacuuming guest rooms and bathrooms.
- Deep cleaning rooms when assigned as a project.
- Reporting breakages, damages, and safety issues for repairs to managers and department head.
- Ensuring that areas and assigned floors are tidy and well organized.
Supervisor/Executive Assistant /Bookkeeper
New York Foundation for Senior Citizens
New York, USA
02.2005 - 12.2014
- Oversaw workers compensation and disability claims including representing the company in court.
- Participated in payroll functions of bookkeeping department, including answering telephones, filing timesheets and other information.
- Prepared log batches and submitted home attendant timesheets on a weekly basis.
- Fulfilled the responsibility for preparation of garnishment, union dues and payroll tax reduction.
- Distributed weekly paychecks
- Prepared/maintained employee files in a timely and accurate manner.
- Assisted Human Resources Department with initial candidate screening
- Screened calls and emails and initiated actions to respond or direct messages for managers.
Education
Hospitality
Starr Hospitality Institute
New York, NYAccounting - Technology and Bookkeeping
City College of New York
New York, NYSkills
- Union Relations & Negotiations
- Policy Development and Enforcement
- Accounts Payable and Accounts Receivable
- Records Organization and Management
- Local 6 Union Policies and Procedures
- Budget governance
- Inter-department collaboration
- Payroll understanding
- Hospitality expertise
- Housekeeping staff training
- Room inspections
- Inventory supply management
Languages
Spanish
Proficient (C2)
Timeline
Director of Housekeeping
The Avalon Hotel
01.2019 - 04.2024
Housekeeping Manager
The Knickerbocker Hotel
03.2017 - 01.2019
Housekeeper
The Knickerbocker Hotel
06.2016 - 03.2017
Supervisor/Executive Assistant /Bookkeeper
New York Foundation for Senior Citizens
02.2005 - 12.2014
Hospitality
Starr Hospitality Institute
Accounting - Technology and Bookkeeping
City College of New York
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