Maiyuri Diana González Polanco
San Antonio,TX
Summary
Skilled in both meticulous cleaning techniques and exceptional customer service, I significantly enhanced guest satisfaction at Holiday Inn Express Hotel Suites. Leveraging problem-solving and detailed window cleaning, I contributed to a positive, clean environment, leading to a noticeable reduction in housekeeping complaints. My proactive approach and ability to empathize with guests have consistently fostered loyalty and high retention rates.
Overview
8
8
years of professional experience
Work History
Housekeeping Room Attendant
Holiday Inn Express Hotel Suites
San Antonio, TX
09.2022 - 08.2024
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Replaced used towels and other bathroom amenities such as shampoo, paper towels, and soap.
- Enhanced guest satisfaction by maintaining clean and well-stocked rooms in a timely manner.
- Sanitized all kitchen surfaces, wiped down cabinets, and swept and mopped floors
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Promoted a safe work environment by adhering to health and safety regulations while performing duties.
- Engaged with guests on room requirements and amenities to promote overall satisfaction.
- Slid beds, sofas, and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Completed pre-cleaning duties by setting up cleaning carts with fresh linens, cleaning supplies, and requested guest supplies.
- Contributed to positive guest experiences with meticulous attention to detail in all aspects of room cleaning and presentation.
- Maintained a professional demeanor and appearance, following hotel policies regarding uniform and grooming standards.
- Disposed of trash and recyclables each day to avoid waste buildup.
- Hand-dusted and wiped down office furniture, fixtures, and window sills to keep areas clean and comfortable.
- Reduced housekeeping complaints by ensuring consistent adherence to hotel standards and procedures.
- Operated wet-vacuums, buffing machines, vacuums and upholstery cleaners to clean rugs, carpets, and upholstered furniture.
- Participated in regular inspections, continuously improving the overall cleanliness of assigned areas.
Customer Service Representative
The Island Shop
Havana
03.2016 - 08.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
Education
High School Diploma -
Osbalda Zamora
Cuba06.2016
Skills
Window cleaning
Dusting furniture
Ordering cleaning supplies
Care of fine art
Vacuuming and sweeping
Cleaning bathrooms
Sorting and washing laundry
Residential cleaning
Quality control guidelines
Cleaning techniques
Vacuuming
Attention to Detail
Problem-Solving
Timeline
Housekeeping Room Attendant
Holiday Inn Express Hotel Suites
09.2022 - 08.2024
Customer Service Representative
The Island Shop
03.2016 - 08.2022
High School Diploma -
Osbalda Zamora