Summary
Overview
Work History
Education
Skills
LANGUAGE
Timeline
Generic
Lais Rivera

Lais Rivera

Bluffton

Summary

Dynamic bilingual Hospitality Manager with a degree in Hospitality Management and over eight years of experience in housekeeping within luxury hotel environments. Proven track record of enhancing guest satisfaction scores, streamlining operational efficiency, and leading high-performing housekeeping teams to exceed service expectations. Seeking a leadership role that leverages extensive expertise to drive organizational success and elevate the guest experience. Committed to fostering a culture of excellence and continuous improvement within the hospitality sector.

Overview

15
15
years of professional experience

Work History

Assistant Director of Housekeeping

Omni Hotels & Resorts - Hilton Head
01.2024 - Current
  • Directed the housekeeping team by strategically assigning tasks, performing thorough inspections, and providing targeted guidance and training, resulting in 15% improvement in cleanliness scores.
  • Managed and maintained a consistently clean and sanitary environment throughout the hotel by effectively managing inventory, streamlining supply chains, and optimizing resource allocation.
  • Contributed to cost-effectiveness by assisting with budget preparation, meticulously monitoring expenses, and actively managing labor costs, achieving a 10% reduction in labor costs.
  • Addressed and resolved guest concerns related to housekeeping promptly and efficiently, consistently exceeding expectations and fostering positive guest relations.
  • Utilized strong leadership and problem-solving skills to identify and resolve issues related to cleanliness, staffing, or guest concerns, ensuring swift and effective solutions.
  • Enforced adherence to all company policies, procedures, and standards, consistently maintaining compliance and upholding brand integrity.
  • Designed and delivered targeted training programs for housekeeping staff, resulting in a 20% reduction in guest complaints and improved service delivery.
  • Promoted seamless interdepartmental communication with front desk, engineering, and other departments to ensure coordinated efforts and exceptional guest service.

Housekeeping Manager

Omni Hotels & Resorts - Amelia Island
01.2022 - 01.2024
  • Recognized as Manager of the 2nd Quarter and nominated three times for exceptional leadership and performance.
  • Developed staff schedules within labor guidelines, contributing to labor meetings and generating comprehensive reports.
  • Facilitated seamless collaboration between Housekeeping, Front Desk, and Engineering, promptly resolving maintenance issues.
  • Conducted final inspections of VIP and Platinum guest rooms prior to arrival, ensuring adherence to the highest cleanliness standards.
  • Proactively communicated challenges and opportunities to management and the Room Division Manager, contributing to strategic decision-making.
  • Ensured consistent adherence to company guidelines and quality standards.
  • Monitored and managed out-of-order, out-of-service, and discrepant rooms to minimize impact on occupancy and revenue.
  • Delivered exceptional guest service by promptly and effectively addressing inquiries, requests, and complaints.
  • Managed shift schedules and arranged replacements to maintain optimal staffing levels.
  • Oversaw the daily operations of the housekeeping department, ensuring cleanliness and presentation of all areas.
  • Managed the full employee lifecycle, including interviewing, hiring, training, performance evaluations, and disciplinary actions.
  • Managed inventory and purchasing within budget constraints using the Birchstreet procurement system.

Assistant Housekeeping Manager

Omni Hotels & Resorts - Amelia Island
01.2022 - 01.2023
  • Ensured exceptional guest room cleanliness by inspecting cleaning and servicing, including final inspections of VIP and Platinum rooms before arrival.
  • Assigned and supervised special projects delegated by the Executive Housekeeper, ensuring timely and accurate completion by GRA and houseman staff.
  • Reported guest room repairs and discrepancies via the Synergy system, facilitating prompt resolution and minimizing guest inconvenience.
  • Promptly addressed guest inquiries and identified opportunities for service improvement, following up to ensure resolution and enhance guest satisfaction.
  • Communicated operational challenges and opportunities to management and the Room Division Manager, contributing to informed decision-making.
  • Monitored and managed out-of-order, out-of-service, discrepant, and show rooms, maximizing room availability and revenue potential.

(USA) Specialist II, Global Business Services- Bilingual - Remote

Walmart. USA
01.2021 - 01.2022
  • Conducted data-driven analyses of business initiatives to identify trends, communicate insights, and provide actionable recommendations aligned with business objectives.
  • Provided administrative support to management, including training team members and supporting special projects involving data research and review.
  • Researched and analyzed the impact of process and communication changes, ensuring adherence to business process controls and establishing accounting period cutoffs.
  • Resolved customer disputes and addressed ad-hoc inquiries through research, collaboration, and clear communication, providing timely status updates and guidance.
  • Conducted compliance reviews, negotiated dispute resolutions, and consolidated data into comprehensive reports for customer review, utilizing strong verbal and written communication skills.
  • Promoted a diverse and inclusive work environment by actively supporting diverse ideas, perspectives, and diversity goal programs.
  • Cultivated strong relationships with team members and business partners through collaborative teamwork, effective communication, and a positive and energetic approach.

Housekeeping Manager- Housekeeping Depart.

The Maxwell Hotel
01.2020 - 01.2020
  • Directed and organized housekeeping teams to consistently exceed guest satisfaction expectations.
  • Reported progress on out-of-order rooms to the Guest Services Manager, adhering to established standards and minimizing impact on guests.
  • Ensured VIP guest satisfaction by inspecting all VIP rooms and promptly reporting their availability to the Front Office, according to hotel standards.
  • Delivered exceptional guest service by efficiently and effectively addressing all inquiries, requests, and complaints.
  • Managed staff schedules and arranged replacements to maintain optimal staffing levels and service quality.
  • Enhanced operational efficiency by providing guidance, reinforcing positive work ethics, and implementing corrective measures.
  • Supported the Director of Housekeeping in all departmental functions and initiatives.
  • Collaborated with Front Desk and Engineering departments to resolve maintenance issues and ensure smooth operations during opening and closing shifts.
  • Evaluated employee performance and identified opportunities for professional development and advancement.
  • Performed miscellaneous duties and provided support to the Hotel Manager as needed.
  • Contributed to maintaining exceptional hotel cleanliness standards and a consistently positive guest experience.

Senior Housekeeping Manager -Housekeeping Depart.

Yotel Hotel
01.2018 - 01.2020
  • Managed daily housekeeping operations across all areas, ensuring exceptional cleanliness and presentation.
  • Planned, organized, and directed housekeeping teams to consistently exceed guest satisfaction expectations.
  • Supervised daily activities of housekeeping staff, including day, event, and post-event crews, ensuring efficient and effective operations.
  • Reported progress on out-of-order rooms to the Guest Services Manager, adhering to standards and minimizing guest impact.
  • Monitored Room Attendant performance daily, ensuring adherence to quality and productivity standards.
  • Ensured VIP guest satisfaction by inspecting all VIP rooms and promptly reporting their availability to the Front Office, meeting hotel standards.
  • Oversaw the closing of floors, verifying cleanliness and proper restocking of Room Attendants' carts.
  • Monitored and managed out-of-order, out-of-service, discrepant, and show rooms to optimize room availability.
  • Collaborated with Front Desk and Engineering departments to resolve maintenance issues and ensure seamless operations during shift transitions.
  • Cultivated a highly motivated and trained staff that consistently strives for excellence in service and cleanliness.

Staff Coordinator – Housekeeping Department

Yotel Hotel
07.2017 - 05.2018
  • Scheduled housekeeping crews to ensure timely completion of assigned duties and adherence to quality standards.
  • Managed overtime and on-call schedules for housekeeping staff, and participated in the hiring process for new custodians, providing recommendations to the department manager.
  • Supervised set-up and breakdown for special events, coordinated with relevant departments, and maintained accurate inventory and attendance records.
  • Managed the service and repair of housekeeping equipment and identified training needs for housekeeping staff.

Customer Services Representative

Community Financial Service Centers
09.2010 - 06.2017
  • Managed and processed incoming checks, ensuring compliance with BSA, CTR, SARS, and other verification procedures.
  • Processed an average of 25 wire transfers daily, including bills, payments, and money orders, with a focus on accuracy and efficiency.
  • Exceeded sales targets by effectively promoting and selling company products and services, including cellphones and prepaid cards.
  • Cultivated long-term customer loyalty by consistently delivering outstanding service and exceeding expectations.

Education

Associate of Applied Science - Hospitality Management

Monroe College
Bronx, NY
06.2018

Skills

  • Skilled in Microsoft Office applications,
  • ADP, onTrack, Birchstreet, Alice, Kronos, Synergy, UKG

LANGUAGE

Bilingual; Fluent in English and Spanish

Timeline

Assistant Director of Housekeeping

Omni Hotels & Resorts - Hilton Head
01.2024 - Current

Housekeeping Manager

Omni Hotels & Resorts - Amelia Island
01.2022 - 01.2024

Assistant Housekeeping Manager

Omni Hotels & Resorts - Amelia Island
01.2022 - 01.2023

(USA) Specialist II, Global Business Services- Bilingual - Remote

Walmart. USA
01.2021 - 01.2022

Housekeeping Manager- Housekeeping Depart.

The Maxwell Hotel
01.2020 - 01.2020

Senior Housekeeping Manager -Housekeeping Depart.

Yotel Hotel
01.2018 - 01.2020

Staff Coordinator – Housekeeping Department

Yotel Hotel
07.2017 - 05.2018

Customer Services Representative

Community Financial Service Centers
09.2010 - 06.2017

Associate of Applied Science - Hospitality Management

Monroe College

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