Jolene M. Madonia
Summary
Professional with background in leadership and operational excellence, ready to drive strategic initiatives and streamline processes. Known for fostering team collaboration and delivering consistent results, adapting effectively to evolving demands. Expertise spans project management, strategic planning, and stakeholder communication. Possesses strong problem-solving abilities and proactive mindset, ensuring organizational goals are met efficiently and effectively.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Assist Director of Rooms
W Chicago City Center Hotel
10.2022 - Current
- Hotel Leader responsible for collectively assisting with key strategic and operational decisions
- Directs and oversees activities of the Welcome Desk, Style, Whatever Whenever, and Ambassador Services
- BLT/Quality Luxury Champion
- CMN Committee Leader – Raised 568% of our goal in 2024
- Achieved a score of 85% or higher since 2019
Director of Style
W Chicago City Center Hotel
12.2018 - 10.2022
- Department Head responsible for the attention to detail and cleanliness of all guest rooms and public space areas
- Hands on approach in managing guest satisfaction, VIP clients, groups, and employee relations
- Worked closely with key players on long term projects and planning
- Increased GSS Cleanliness score each year from 2019-2022
- Achieved HPKM by 102%
- Reduced OSHA related accidents by 80.3% in 2019
- Developed the Hotels carpet care program
Assistant Director of Housekeeping
Palmer House Hilton Hotel
03.2018 - 12.2018
- Managed the housekeeping operations with a team of over 250 union employees and management.
- Responsible for scheduling, training and developing, record keeping, budgeting, ordering, guest satisfaction, VIP clients and groups, and employee relations
Assistant Director of Housekeeping
Drake Hotel
04.2016 - 03.2018
- Managed the operations of a 535 room, historic hotel
- Responsible for guest expectations, cleanliness of guest rooms and public space, laundry, ordering, finances, scheduling, team member relations, payroll, budgeting, collaborating with other departments, and managing both long and short-term projects/hotel improvements successfully
- Team Member Survey – Increased the score 20 points within the first 6 months and maintained that score in 2017
- A key player in the success of the 2016 renovation
- Manager of the Quarter Award – 2nd Quarter 2017
- Manager of the Year Award - 2017
Front Desk/Executive Level Manager
Palmer House Hilton Hotel
05.2013 - 04.2016
- Manage the operations of a 1,641-room, 4-diamond historic hotel
- Responsible for guest expectations, delivery of benefits, food & beverage operations of the executive level, diamond desk operations, and overall management of the daily operations
- Task Force – Conrad New York Hotel Feb 1 – March 14, 2015
- Task Force – Hilton Austin Hotel March 29 – April 11, 2015
- Nominated for Manager of the Quarter – 1st Quarter 2015
- Increased HHONORS enrolls by 100% from 2014
Housekeeping Manager
Palmer House Hilton Hotel
02.2011 - 05.2013
- Supervised housekeepers, housemen, linen attendants, and laundry attendants
- Also responsible for guest requests concerning the guest rooms, public space, and laundry services
- In charge of overseeing the general cleaning of all public space areas and the operation of all equipment
- Manager of the Quarter Award – 3rd Quarter 2012
Event / Meeting Planner
Essential Events
01.2007 - 10.2010
- Event planner and direct sales representative for a corporate event planning corporation with a major focus on incentive travel planning and corporate meetings and events
- Conduct full-cycle planning for corporate groups, assisting them with site selection, contract negotiation and on-site assistance
Education
B.S. - Hotel Management
Johnson & Wales University
Charleston, SC01.2004
Skills
- Relationship Management
- Problem Resolution Skills
- Organization & Follow-Through
- Budgeting & Scheduling
- Teamwork & Collaboration
- Training & Development
- Managing Operations & Efficiency
- Strategic Planning & Project Management
Accomplishments
- Achieved 94% and higher BSA score for cleanliness since 2021
- Improved our Guest Satisfaction Score Hotel Cleanliness Scores
- 3 time recipient Manager of the Quarter Award
- Manager of the Year The Drake Hotel 2017
- Received An AES score of 85% or higher since 2019
Certification
Trained in CPR, 2023
Timeline
Assist Director of Rooms
W Chicago City Center Hotel
10.2022 - Current
Director of Style
W Chicago City Center Hotel
12.2018 - 10.2022
Assistant Director of Housekeeping
Palmer House Hilton Hotel
03.2018 - 12.2018
Assistant Director of Housekeeping
Drake Hotel
04.2016 - 03.2018
Front Desk/Executive Level Manager
Palmer House Hilton Hotel
05.2013 - 04.2016
Housekeeping Manager
Palmer House Hilton Hotel
02.2011 - 05.2013
Event / Meeting Planner
Essential Events
01.2007 - 10.2010
Trained in CPR, 2023
B.S. - Hotel Management
Johnson & Wales University
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