Summary
Overview
Work History
Education
Skills
Certification
Assessments
Personal Information
Languages
Timeline
Generic

Jose Santiago

Sun Prairie,USA

Summary

Professional operations leader with consistent track record in optimizing processes and driving impactful results. Proven ability to lead teams, implement strategic initiatives, and adapt to changing environments with ease. Skilled in project management, process improvement, and resource allocation. Known for effective collaboration and delivering dependable outcomes.

Overview

32
32
years of professional experience
1
1
Certification

Work History

Director of Operations Transportation

Outer Edge
10.2023 - Current
  • Developed strategic plans for business growth, enabling the company to expand its market share and increase revenue.
  • Reviewed financial and operational reports on regular basis to make effective decisions.
  • Led, supervised and provided strategic direction for workforce of 32 employees.
  • Initiated change management strategies that effectively addressed employee concerns while driving forward organizational transformation efforts.
  • Monitored budget and utilized operational resources.
  • Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
  • Monitored driver performance, providing constructive feedback for continuous improvement.
  • Improved delivery efficiency by optimizing routes and schedules for drivers.
  • Trained new delivery drivers on company policies, safety protocols, and customer service standards.
  • Coordinated staff scheduling to ensure optimal coverage during high-demand periods while minimizing overtime expenses.

Regional Director

MasterCorp
02.2020 - 09.2023
  • Facilitates budget compliance by assisting in the development and review of the annual budget and providing feedback, training, and follow-up with 10 managers and 3 resorts
  • Ensures the development of goals via status reports and ongoing data review, and communicates progress on goals and quality outcomes to management and sales teams
  • Analyzes the region's potential and determines the value of existing and prospective clients to the organization to create optimal efficiency in our P&l and scores follow-up
  • Recruit, hire new personnel, and also coach and develop personnel
  • Worked strategically to uncover new opportunities, develop solutions and sell strategic services to uncover new business opportunities within the client as well
  • Also, increase revenue and manage payroll/revenue to be within the budget
  • Study contracts and make sure I was able to maximize them without affecting clients
  • Manage H2B and J-1
  • Manage housing for global workers
  • Responsible for problem-solving support in handling staff and managers
  • Present monthly P&L to corporate and explain it
  • Manage 350 under my direction in the winter season and 475 in the summer season
  • Monitored budget and utilized operational resources.
  • Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
  • Improved employee retention by fostering a positive work environment, offering professional development opportunities, and implementing competitive compensation packages.
  • Developed strong relationships with corporate clients, securing repeat business through exceptional service delivery.
  • Evaluated and adapted hotel operations in response to evolving industry trends, ensuring continued competitiveness within the marketplace.
  • Championed staff recognition programs that motivated employees to deliver exceptional service, resulting in increased guest loyalty.
  • Implemented quality control measures to maintain high standards of cleanliness, service, and guest satisfaction.
  • Increased guest satisfaction by implementing strategic operational improvements and enhancing staff training programs.
  • Hired and trained new employees, demonstrating best methods for serving clients and guests.
  • Solicited and reviewed guest feedback and promptly resolved complaints.

Director of Operations/General Manager

South Bank Hotel and Conference Center a Marriott Bovey
08.2018 - 01.2020
  • Manage 325 rooms hotel with a full-service restaurant and 40,000 sq
  • Of conference and banquet space - an 19 million revenue hotel
  • Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
  • Monitored budget and utilized operational resources.
  • Oversaw day-to-day production activities in accordance with business objectives.
  • Conducted regular performance reviews to assess team progress, providing constructive feedback and guidance for continuous improvement.
  • Mentored and coached team members to foster productive and engaging work environment.
  • Managed budgets and resources, optimizing allocation for maximum impact on business objectives.
  • Developed and executed strategic plans to achieve organizational goals and drive sustainable growth.
  • Established strong partnerships with vendors, suppliers, and key stakeholders to improve collaboration and ensure alignment with business requirements.
  • Negotiated with vendors, suppliers and other stakeholders to acquire mutually beneficial contracts and agreement.
  • Delivered exceptional customer experiences by implementing strategies focused on meeting evolving needs and expectations.
  • Developing and Implementing strategies that will ensure a positive experience that exceeds guest's expectations
  • Work collaboratively with all department managers to make sure operations are running smoothly in tandem with one another
  • Anticipate all guest needs and respond promptly & accordingly
  • Establish and maintain standards for staff performance and customer service
  • Maintaining full knowledge of all inner workings of the hotel, including room rates, hotel policies, specials, availabilities, VIP guests, hotel events, and more
  • Staffing the hotel appropriately
  • Reviewing employee behavior, appearance, and performanceConducting daily meetings to ensure that all departments are in working order
  • Re-organize and reestablish budgets
  • Monitor all dept
  • P&l
  • Provide Timely and constructive feedback to all direct reports as and when required either formally or informally
  • Assessing and reviewing customer satisfaction and service recovery process
  • Monitor the purchase/indent/requestions of each department, the accounts receivable, and accounts payables for vendors and suppliers
  • Be available on call 24 hours a day to resolve any urgent problems on emergencies
  • Enhanced employee engagement by developing training programs, fostering a collaborative culture, and promoting professional development opportunities.
  • Established and monitored quality assurance standards to achieve operational excellence.
  • Analyzed customer feedback and identified areas for improvement to drive business success.
  • Promoted a culture of safety within the organization by enforcing compliance with established regulations, policies, procedures, as well as conducting regular auditschecks.

Director Of Housekeeping

Master Corp.
06.2017 - 07.2018
  • Liaison between outsourced Laundry Department and Housekeeping including recording of daily production and loads
  • Managed relationship with third-party dry-cleaning partner and evening production of guest laundry inhouse
  • Oversaw all aspects of the evening Housekeeping staff crews, public area cleaning, and janitorial
  • Interviewed and reviewed all colleagues on this shift
  • Promoted supervisors as Housekeeping Managers
  • Managed over 325 busy season and 215 low season personal in the Housekeeping, Public areas, Janitorial, front desk and engineering departments within the 580-room Holyday club Vacation Resort
  • Created training programs to increase Leading Quality Assurance (LQA) scores using nightly training, visual aids, and standard of the week implementation
  • Held daily shift meetings with all staff members
  • Managed and processed payroll and made daily schedule adjustments to suit business demands as needed during volatile occupancy periods
  • Ensure compliance with all OSHA regulations and other local, state, and federal government regulations through regular training
  • Implemented incentive programs, reviews procedures and streamlined interviewing to reduce turnover
  • Maintain department budgets and inventory
  • Train staff Master Mind systems, how to daily open and close department
  • Re-organize dept
  • And structure budget
  • Continue monitoring and manage P&l and teaching my HM to manage daily and weekly budgets, Plus teaching them to manage staff
  • Recruited, onboarding process, Hr
  • Related duties
  • 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 regular performance evaluations for staff members, identifying areas for improvement and providing constructive feedback for personal development.
  • Established effective quality control measures, consistently monitoring performance metrics to identify areas requiring improvement or adjustment.
  • Ensured compliance with safety and sanitation regulations, maintaining a clean and hygienic establishment at all times.
  • 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.
  • Developed strong working relationships with vendors, negotiating favorable terms for supply contracts and service agreements.
  • Managed budget allocation for the housekeeping department, optimizing resource utilization while maintaining high-quality services.
  • Cultivated positive relationships with local health inspectors, facilitating smooth inspection processes that resulted in consistently high ratings.
  • Improved overall guest satisfaction by implementing efficient housekeeping procedures and staff training programs.
  • Collaborated with human resources to refine recruitment strategies for the housekeeping department, attracting top talent and reducing time-to-fill open positions.
  • Successfully addressed guest concerns regarding housekeeping matters in a timely manner, leading to increased repeat business.
  • Conducted regular room inspections to verify compliance with housekeeping standards.
  • Trained and mentored all new personnel to maximize quality of service and performance.

Director of Operations

United Service Companies / Hyatt Regency Cambridge
04.2012 - 05.2017
  • Liaison between outsourced Laundry Department and Housekeeping including recording of daily production and loads
  • Managed relationship with third-party dry-cleaning partner and evening production of guest laundry inhouse
  • Oversaw all aspects of the evening Housekeeping staff and their responsibilities including housekeeping for two flight crews, public area cleaning, and turndown attendants
  • Interviewed and reviewed all colleagues on this shift
  • Started as housekeeping supervisor and promoted to Executive Manager within six months.Managed over 255 people in the Housekeeping and Stewarding Departments within the 580-room Hyatt Regency Cambridge Hotel
  • Created training programs to increase Leading Quality Assurance (LQA) scores using nightly training, visual aids, and standard of the week implementation
  • Held daily shift meetings with all staff members
  • Managed and processed payroll and made daily schedule adjustments to suit business demands as needed during volatile occupancy periods
  • Ensure compliance with all OSHA regulations and other local, state, and federal government regulations through regular training
  • Implemented incentive programs, reviews procedures and streamlined interviewing to reduce turnover
  • Maintain department budgets and inventory
  • Train staff in Opera PMS systems, how to daily open and close department
  • Train and promoted 11 employees within the department and to other Hyatt Hotels as Room Inspectors, Supervisors and Assistant Managers
  • Close the monthly end of month Profit and loss for the department
  • Work very closely with Director of Accounting to ensure all invoice and purchases were correct
  • Recruited staff in Puerto Rico and work with J-1 students' programs
  • Use programs like birch street
  • Monthly reviews and one on one with staff

Account Manager

Hilton
08.2002 - 04.2012
  • Account manager of different types of accounts from commercial accounts hotels accounts, dealership accounts, resorts accounts and highway stations accounts
  • Adjusted budgets and accounts as needed and prepared payroll
  • Managed hiring, terminating, personal training on floor care and carpet cleaning care
  • Continuously training personnel on floors
  • In charge of ordering chemical keeping with budget making sure equipment kept clean and well maintained
  • Answered all customer questions and provided service to customers
  • Worked with various hotels to develop staff in their positions
  • Hotels I worked with to help manage and develop staff: Ritz Carlton, Hilton Hotels, Marriott Hotels and resorts, Liki ski Resort, Sheraton Vistana Resort

Account Manager

PRO FORCE NOW CHAMPION CLEAN
03.2000 - 07.2002
  • Established tables of accounts and assigned entries to proper accounts
  • Developed, maintained, and analyzed budgets, preparing periodic reports that compare budgeted costs to actual costs
  • Prepared forms and manuals for accounting and bookkeeping personnel and directed their work activities
  • Trained employees for new accounts and how to clean rooms, vacuum carpets and how to use a dry-cleaning bonnet style extractor
  • I also kept in communication with customers and took care of all their concerns until they were satisfied

Housekeeping Manager

Sheraton Hotel
01.1993 - 01.2000
  • Improved housekeeping efficiency by implementing streamlined processes and procedures.
  • Enhanced guest satisfaction through meticulous attention to detail and timely completion of tasks.
  • Collaborated with hotel management to develop strategic plans for ongoing departmental growth and improvements based on industry trends or best practices.
  • Enforced safety protocols among housekeeping staff members, minimizing workplace accidents or injuries during daily operations.
  • Established performance metrics for housekeeping staff, driving continuous improvement efforts throughout the department.
  • Managed a team of housekeepers, ensuring adherence to established protocols and maintaining high standards.
  • Developed training programs for new hires, resulting in faster onboarding times and increased staff competency.
  • Maintained accurate records of room statuses, facilitating efficient allocation of resources for daily operations.
  • Assisted in budget planning for the housekeeping department by projecting future staffing needs and anticipated expenses related to supplies or equipment maintenance.
  • Reduced staff turnover by fostering a positive work environment with open communication and professional development opportunities.

Education

High school diploma or GED - Commerce

Jose Campeche
San Lorenzo, P.R.
06-1991

Skills

  • Operations Management
  • Coaching
  • Staff Development
  • Staff Management
  • Microsoft Office
  • Budgeting
  • Profit & Loss
  • Hiring
  • Budget Management
  • Communications
  • Hotel Management
  • Floor Care
  • Recruiting
  • Management
  • Strategic Planning
  • Hotel experience
  • Employment & labor law
  • Employee relations
  • Operational Efficiency
  • Operations Oversight
  • Strategic planning and execution
  • Cost Control
  • Quality Assurance

Certification

CPR Certification

Assessments

Proficient, 10/20

Personal Information

  • Willing To Relocate: Anywhere
  • Authorized To Work: US for any employer

Languages

Spanish
Native or Bilingual
Portuguese
Limited Working

Timeline

Director of Operations Transportation

Outer Edge
10.2023 - Current

Regional Director

MasterCorp
02.2020 - 09.2023

Director of Operations/General Manager

South Bank Hotel and Conference Center a Marriott Bovey
08.2018 - 01.2020

Director Of Housekeeping

Master Corp.
06.2017 - 07.2018

Director of Operations

United Service Companies / Hyatt Regency Cambridge
04.2012 - 05.2017

Account Manager

Hilton
08.2002 - 04.2012

Account Manager

PRO FORCE NOW CHAMPION CLEAN
03.2000 - 07.2002

Housekeeping Manager

Sheraton Hotel
01.1993 - 01.2000

High school diploma or GED - Commerce

Jose Campeche

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