JESSICA CASTILLO

• Oversaw laundry operations, managing efficient workflows while maintaining consistently high levels of linen quality for guests.
• Built strong relationships with key vendors, resulting in cost-effective solutions and timely delivery of supplies.
• Organized seasonal deep-cleaning initiatives for thorough sanitization of all guestrooms, ensuring impeccable presentation year around.
• Mentored junior team members, providing guidance on best practices in housekeeping management techniques for their professional development.
• Enhanced overall guest satisfaction by implementing thorough cleanliness and maintenance programs.
• Reduced operational costs with effective budget management, inventory control, and vendor negotiations.
• Streamlined housekeeping operations for increased efficiency through regular staff training and performance evaluations.
• Managed a team of housekeeping staff to achieve consistent high-quality service standards in guest rooms and common areas.
• Maximized guest satisfaction by promptly addressing any concerns or special requests related to room cleanliness or amenities during their stay.
• Collaborated with other department managers to achieve seamless coordination between housekeeping services and hotel operations overall.
• Increased staff productivity through continuous process improvement initiatives focused on workflow optimization.
• Ensured compliance with safety regulations, maintaining a safe work environment for all employees.
• Conducted regular inspections of guest rooms and public areas to ensure adherence to quality standards and address any issues promptly.
• Improved employee retention rates by creating a positive work culture, offering competitive benefits packages, and conducting regular performance reviews.
• Developed and executed preventive maintenance plans for long-term facility upkeep and smooth daily operations.
• Promoted a culture of open communication among team members, fostering collaboration and teamwork that resulted in improved overall department performance.
• Streamlined weekly cleaning schedule for 20 employees.

• .Managed team of 26 GRA, 6 Laundry attendants,5 house persons,3 Inspectors, 3 Supervisors and 4 Public Areas attendant to ensure efficient cleaning services across all areas of hotel
• Developed and implemented a system to track and monitor progress off all housekeeping staff
• Scheduled and organized daily cleaning duties to ensure the hotels is sanitized and well maintained
• Ensure staff is well-trained on proper cleaning techniques and safety procedures
• Monitor GSS to ensure cleanliness of hotel is up to company standards and focus on what we can control
• Monitor cleanliness of Guest Rooms, public areas and back of house
• Coordinate with other departments to ensure smooth operations
• Provide feedback on staff performance to Human Resources. Report disciplinary problems to participate in counseling of employees
• Streamlined inventory management processes, reducing waste and ensuring consistent availability of necessary supplies.
• Managed housekeeping staff;hiring, counseling, performance evaluation, training and development
• Create a work environment of employee engagement and trust that promotes teamwork
• Delegate and executed daily projects to appropriate staff
• Reduced employee turnover rate by fostering a positive work environment and providing opportunities for professional growth.
• Coordinated scheduling and staffing to accommodate fluctuating occupancy rates, maximizing efficiency and minimizing labor costs.
• Implemented staff recognition programs to boost morale and acknowledge exceptional performance, contributing to a motivated and engaged workforce.
• Championed environmental sustainability efforts within the department by adopting eco-friendly cleaning practices and reducing energy consumption where possible.
• Conducted regular inspections of guest rooms and public spaces, ensuring adherence to established cleanliness standards and addressing any issues promptly.
• Oversaw renovations projects in collaboration with maintenance teams, ensuring minimal disruption to guests during periods of construction.
• Enhanced communication between housekeeping staff and other departments, fostering a collaborative work environment that improved overall hotel operations.
• Implemented regular performance evaluations for staff members, identifying areas for improvement and providing constructive feedback for personal development.
• Increased team productivity by effectively delegating tasks and setting clear expectations for each staff member''s role within the department.
• Developed strong working relationships with vendors, negotiating favorable terms for supply contracts and service agreements.
• Improved overall guest satisfaction by implementing efficient housekeeping procedures and staff training programs.

• Started as Executive Housekeeping then Promoted to Operations Manager with in 6 months of employment
• Developed strong working relationship with other department managers and directors to ensure communication and teamwork’s at its optimum
• Developed department monthly budget while monitoring performance
• Establish quality standards and work procedure for the staff and evaluate their performance
• Use Opera system
• Scheduled weekly employee schedules according to occupancy of hotel needs

• I was part of the team who work from contraction to set up of guest rooms to GRAND OPENING
• Responsible for all assigned floors
• Ensuring room attendants have linen and terry to be successful
• Supervised 2 Houseperson
• Assigning daily projects and follow up
• Did feedback on staff performance to ensure safety standards are being met and protocols.
• Communicated with Front Desk on any discrepancy of guest rooms
• Did weekly inventory on all in room amenities
• Worked closely with engineer team to ensure all work orders have been completed/closed
• Reported any issues in guest rooms to Engineer department.
• Placed orders for housekeeping supplies and guest toiletries.
• 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.
• Ensured timely completion of daily tasks, leading to an increase in positive guest feedback regarding room cleanliness.
• Completed schedules, shift reports, and other business documentation.
• Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
• Collaborated with front desk staff to address guest concerns promptly, promoting an atmosphere of exceptional customer service.
• Improved overall guest satisfaction by consistently maintaining clean and organized rooms and common areas.

• Manage and Supervise Housekeeping, Houseperson, Laundry, Breakfast and Maintenance Departments
• Hire new employee when needed. Take disciplinary action when policies are not being followed
• Select the most suitable cleaning materials for different types of linens, furniture, flooring, and surfaces
• Inspect staff performance to ensure that hotel standards are being met
• Establish and implement operational standards and procedures for all departments
• Maintain accurate records of work labor, budgets, payrolls, and inventory
• Inspect and evaluate the physical condition of facilities to determine the type of work required
• Weekly Inventory to ensure supplies are up to par level
• File daily report on activity, personnel, and information such as occupancy, labor, work performed, and departmental expenses
• Recommend changes that could improve service and increase operational efficiency
• Advise Managers and front desk agents of rooms readiness
• Maintain a lost and found log and ship to determined rightful owner
• Assign project to rightful employee, placing weekly schedules for staff according to occupancy
• Attending Managers meeting for any updates and feedback from sisters properties as to new ways of making job easier but productive for staff
• Looking for areas of improvements
• Streamlined weekly cleaning schedule for 28 employees.

• Answering all calls, transfer to appropriate Departments
• Show available units to possible tenants
• Accepting payments for Rent, application fee and deposits
• Auditing necessary files on daily basics
• Filling out work orders for maintenance as needed
• Prep new lease contracts and addendums
• Communicate with Managements on any issues or concerns that arise
• Conducted thorough market research to stay informed of current trends and competitor offerings.
• Increased tenant satisfaction by promptly addressing concerns and resolving issues.
• Responded to requests and scheduled appointments for property showings.
• Greeted clients, showed apartments, and prepared leases.
• Collected rent and tracked resident payments and information in computer system.
• Coordinated closely with maintenance staff to ensure apartment units were prepared for new occupants in a timely manner.
• Collected monthly rent payments and other fees, always properly recording, and processing money.
• Managed approximately 10 incoming calls, emails and faxes per day
• Improved overall property appearance by coordinating regular inspections and suggesting necessary improvements.

Supervising all assigned floors and Room Attendants making sure all rooms are ready for sale

• Assist direct Manager with weekly and monthly orders
• Translate in our morning meeting making sure all staff is aware of any policy/events and other information necessary
• Setting up team for success
• Making sure all department had open communication
• Providing to all room attendants all amentias and linen needed to be successful
• Trained staff on OSHA policy and procedures for safety
• Report any discrepancies of guest rooms to management and Front Desk agents
• Log all Lost and Found to ensure lost item is returned to rightful owner
• Conducted regular room inspections to verify compliance with housekeeping standards.
• Communicated repair needs to maintenance staff.
• 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.
• Completed shift end reports.
• Increased employee performance through effective supervision and training.
• Enhanced team productivity by providing comprehensive training on proper cleaning techniques and equipment use.
• Improved overall guest satisfaction by consistently maintaining clean and organized rooms and common areas.
• Managed laundry sorting, washing, drying, and ironing.
• Adapted quickly to changing priorities or emergencies in order to maintain seamless daily operations without compromising guest experience or satisfaction.

• Make Ready the Model Apartments to show future potential tenants
• Collecting M.O.s, taking work orders and filed all documents needed for leasing apartments
• Making sure all units are ready to sell
• Open communication with maintenance team to ensure units will be available according to vacancy
• Communicate with ownership for proceeding of background checks and criminal history
• Performed background, reference and credit checks as part of screening process of prospective tenants.
• Expedited the leasing process for prospective tenants by efficiently managing application paperwork and conducting background checks.
• Handled tenant communications by quickly responding to requests for maintenance and answering any questions or concerns.
• Managed move-in process smoothly by coordinating schedules with new residents and ensuring all necessary documentation was completed accurately.
• Provided exceptional customer service when showing properties to prospects, leading to increased signed leases.
• Participated in property inspections to prepare for move-ins and move-outs.

• Managed staff of 9 housekeepers.
• Scheduled necessary staff according to occupancy, placing monthly orders, making sure we have enough staff to cover the day
• Fire/Hire when needed
• Train new employees on company policy and procedures,
• Attending to any guest needs
• Completing daily reports
• Making sure Budget and labor was met on weekly basics
• Attending Managers meeting to share any strategies that we felt could be utilized to better our daily activities and productivities