Lucia Holovat
New Rochelle,NY
Summary
Highly knowledgeable and skillful Hotel Housekeeping Manager with great experience in taking overall responsibility for managing the housekeeping and laundry operations of hotels to ensure product quality standards are met and that optimum service is provided to guests.
Overview
23
23
years of professional experience
Work History
Executive Housekeeping Manager
Hyatt
03.2021 - 02.2024
- Improved employee retention rates by creating a positive work culture, offering competitive benefits packages, and conducting regular performance reviews.
- Built strong relationships with key vendors, resulting in cost-effective solutions and timely delivery of supplies.
- Collaborated with other department managers to achieve seamless coordination between housekeeping services and hotel operations overall.
- Led cross-functional teams to complete large-scale projects within tight deadlines while ensuring minimal disruption to guests'' experience.
- Conducted regular inspections of guest rooms and public areas to ensure adherence to quality standards and address any issues promptly.
- Maximized guest satisfaction by promptly addressing any concerns or special requests related to room cleanliness or amenities during their stay.
- Promoted a culture of open communication among team members, fostering collaboration and teamwork that resulted in improved overall department performance.
- Increased staff productivity through continuous process improvement initiatives focused on workflow optimization.
- Inspected facility cleaning and maintenance to prevent mistakes and maintain quality service.
- Kept building entryway glass clean and polished for professional presentation.
- Streamlined weekly cleaning schedule for Number employees.
- Trained and mentored new staff on cleaning and safety protocols.
- Coordinated with outside vendors to provide supplies and equipment for staff.
Rooms director
La Quinta Inn & Suites
01.2017 - 01.2020
- Ensure that sufficient staffing is present to meet daily business demands
- Maintained consistent and effective flow of communication between shifts among fellow managers and Service Professionals
- Actively participated in training and continuing education of all Rooms Division Service Professionals
- Responsible for actively recruiting and hiring for all Front office and Housekeeping positions
- Approached all encounters with guests, employees and members in a professional and personalized manner
- Coordinated E-Check-in, arrival, departure, and special needs of VIP guests
- Identify and solicit potential new VIP members
- Offer to handle special arrangements during guest stay; coordinate future visits
- Maintained database of guest preferences, habits, special dates through the PMS System
- Assist with additional Front Desk tasks
- Oversee Housekeeping Supervisors to ensure room standards before turning room ready for guest usage
- Oversee inventory and ordering supplies and linens for both housekeeping and Front office
- Complete projects in a timely manner as required by the General Manager
- Be able to participate proficiently in functions outside one's department when called upon
Executive Housekeeping
Radisson Hotel
01.2006 - 01.2015
- Manage the day-to-day activities of the housekeeping department
- Plan, schedule, and organize work to ensure proper coverage
- Communicate and enforce policies and procedures
- Ensure all staff are properly trained and have the tools and equipment needed to effectively carry out their respective job duties
- Develop and implement procedures for managing quality of housekeeping and laundry services
- Control expenses within all areas of housekeeping
- Participate in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel
- Conduct pre-shift meeting and review all information pertinent to the day's activities
- Establish par levels for supplies and equipment
- Replenish shortages and other business supplies for daily business
- Promote teamwork and quality service through daily communication and coordination with other departments
- Assist with deep cleaning projects and assist housekeeping staff during unanticipated rush periods
Assistant Housekeeping Manager
Radisson Hotel
01.2004 - 01.2006
- Assumed overall control and responsibility in the absence of the Housekeeping Manager
- Inspected guest rooms to ensure the highest cleaning standards are met
- Provided counseling and supported team members in meeting their responsibilities and becoming part of the team
- Interviewed applicants and hired qualified candidates
- Executed and issued notices of disciplinary action and positive feedback
- Ensured all team members follow hotel policies and procedures
- Expedited and oversaw special requests from the Front Desk
- Attended management meetings
- Developed teams and its members
- Motivated employees to provide superior customer service to guests
- Monitored job performance daily
- Met the attendance guidelines of the job and adhered to departmental and company policies
- Monitored the day-to-day operations of scheduling functions understanding labor standards
Housekeeping Supervisor
Radisson Hotel
01.2001 - 01.2002
- Performed daily opening and closing of Housekeeping
- Checked rooms inventory, assigned rooms to housekeeping staff
- Inspected rooms and public areas thorough throughout entire hotel
- Completed reports, verified status reports, reported status of all assigned rooms to Front Desk and inputted into automated computer system
- Assisted Housekeeping Manager in completing payroll edits, created weekly schedules for Housekeeping staff according to forecasted hotel occupancy
- Ensured highest productivity and efficiency in Housekeeping operations
- Managed Lost & Found program and Key Control Program
- Ensured stock rooms and carts were maintained with sufficient supplies
- Assisted Housekeeping Manager with guest supply ordering, inventory, and monthly linen inventory
- Provided excellent customer service (internal and external), and maintained good knowledge of hotel services, operations, local area & attractions, etc
- Solved guest problems to exceed customer expectations, and effectively managed guest and team member issues and incidents (including injuries, accidents, emergency response, proper handling of situations involving bodily fluids, etc.)
- Coached, counseled, motivated and maintained high employee morale, positive relations with the Housekeeping staff
- Promoted team member empowerment and loyalty
- Provided training to new employees, and monthly safety training, effectively preventing injuries
- Communicated effectively with Maintenance staff to ensure timely repair and maintenance throughout entire hotel
- Communicated effectively with all hotel departments for all guest and operational needs
- Ensured highest standards of cleanliness and quality, maintained high scores in guest surveys and regular company inspections
Skills
- Housekeeping Management
- Team Management
- Knowledge of cleaning methods
- Knowledge of cleaning chemicals
- Knowledge of cleaning equipment
- Ability to select, train, evaluate, motivate and discipline
- Ability to operate within budget
- Knowledge of Housekeeping administrative functions
- Knowledge of material control
- Ability to lead, guide, direct, develop and motivate people
- Interpersonal skills
- Customer service skills
- Team building skills
- Problem solving skills
- Ability to handle difficult situations
Additional Information
More than ten years' experience., Thorough knowledge of methods of cleaning rooms and laundering., Great knowledge of the proper use and storage of cleaning chemicals., Considerable knowledge of such equipment as vacuums, commercial washers and dryers., In-depth ability to select, train, evaluate, motivate and discipline as needed., Proven ability to operate the department within the budget by appropriately forecasting and scheduling staff members., Strong working knowledge of all Housekeeping administrative functions to include scheduling, status, payroll and other clerical areas., Great working knowledge of material control to include purchasing requisitioning of departmental supplies., Remarkable ability to lead, guide, direct, develop and motivate people at all levels., Excellent interpersonal, customer service, team building and problem solving skills., In-depth ability to speak, write, read and understand English and Spanish., Uncommon ability to calmly handle difficult situations.
Languages
Spanish
Native or Bilingual
Timeline
Executive Housekeeping Manager
Hyatt
03.2021 - 02.2024
Rooms director
La Quinta Inn & Suites
01.2017 - 01.2020
Executive Housekeeping
Radisson Hotel
01.2006 - 01.2015
Assistant Housekeeping Manager
Radisson Hotel
01.2004 - 01.2006
Housekeeping Supervisor
Radisson Hotel
01.2001 - 01.2002
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