Marlette Vilanueva
Gaithersburg,MD
Summary
Knowledgeable housekeeping management professional familiar with hotel operations, cleaning procedures and health and safety regulations.
Highly-qualified Housekeeping Supervisor offering 14 years of hospitality experience. Hands-on manager and team leader dedicated to providing high-quality, efficient housekeeping operations in support of all guest needs
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
14
14
years of professional experience
Work History
Director of Housekeeping
Hilton Washington DC National Mall
06.2021 - Current
- Reduced employee turnover rate by fostering a positive work environment and providing opportunities for professional growth.
- Collaborated with human resources to refine recruitment strategies for the housekeeping department, attracting top talent and reducing time-to-fill open positions.
- Developed strong working relationships with vendors, negotiating favorable terms for supply contracts and service agreements.
- Coordinated scheduling and staffing to accommodate fluctuating occupancy rates, maximizing efficiency and minimizing labor costs.
- Managed budget allocation for the housekeeping department, optimizing resource utilization while maintaining high-quality services.
- Implemented staff recognition programs to boost morale and acknowledge exceptional performance, contributing to a motivated and engaged workforce.
- Ensured compliance with safety and sanitation regulations, maintaining a clean and hygienic establishment at all times.
- Successfully addressed guest concerns regarding housekeeping matters in a timely manner, leading to increased repeat business.
- Cultivated positive relationships with local health inspectors, facilitating smooth inspection processes that resulted in consistently high ratings.
- Conducted regular inspections of guest rooms and public spaces, ensuring adherence to established cleanliness standards and addressing any issues promptly.
- Worked with front desk to respond promptly to all guest requests.
- Communicated repair needs to maintenance staff.
- Placed orders for housekeeping supplies and guest toiletries.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Evaluated employee performance and developed improvement plans.
Housekeeping Manager
Hinton Washington DC National Mall
03.2019 - 07.2021
- Worked with front desk to respond promptly to all guest requests.
- Managed inventory levels effectively, ensuring adequate supplies for daily operations while minimizing waste and costs.
- Communicated repair needs to maintenance staff.
- Managed staff of 32 housekeepers.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Improved overall cleanliness scores with thorough inspections and prompt corrective actions as needed.
- Increased room readiness rates through close monitoring of room status reports and effective communication with front desk personnel.
- Utilized chemicals and cleaning equipment in accordance with safety protocols and proper operating standards.
- Conducted regular room inspections to verify compliance with housekeeping standards.
Area Manager/Director of Housekeeping
District Clean LLC
03.2018 - 03.2019
- Led a team to achieve company goals and exceed targets consistently, fostering a positive work environment.
- Managed daily operations for optimal performance, ensuring timely completion of tasks and projects.
- Conducted regular performance evaluations to identify areas for improvement and develop action plans for growth.
- Conducted training sessions to educate employees on best practices and procedures to increase profitability.
- Developed strong relationships with clients, leading to increased customer satisfaction and repeat business.
Director of Housekeeping
Hamilton Hotel
07.2017 - 03.2018
- Reduced employee turnover rate by fostering a positive work environment and providing opportunities for professional growth.
- Collaborated with human resources to refine recruitment strategies for the housekeeping department, attracting top talent and reducing time-to-fill open positions.
- Coordinated scheduling and staffing to accommodate fluctuating occupancy rates, maximizing efficiency and minimizing labor costs.
- Managed budget allocation for the housekeeping department, optimizing resource utilization while maintaining high-quality services.
- Implemented staff recognition programs to boost morale and acknowledge exceptional performance, contributing to a motivated and engaged workforce.
- Evaluated employee performance and developed improvement plans.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Biweekly payroll
Assistant Director of Housekeeping
Hamilton Hotel
02.2011 - 01.2017
- Established clear lines of communication between housekeeping staff and other departments, fostering a collaborative work environment.
- Oversaw daily scheduling and assignment of tasks, optimizing staff allocation for maximum productivity.
- Coordinated deep cleaning projects for guest rooms and public spaces, maintaining an attractive environment for guests throughout their stay.
- Collaborated with hotel management to develop and implement housekeeping policies and procedures.
- Mentored and developed housekeeping staff, resulting in a more cohesive and effective team.
- Addressed guest concerns promptly and professionally, demonstrating a commitment to customer service excellence.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Housekeeping Supervisor
Hamilton Hotel
08.2010 - 01.2011
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Communicated repair needs to maintenance staff.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Worked with front desk to respond promptly to all guest requests.
- Adhered to safety protocols by enforcing proper equipment usage.
- Increased employee performance through effective supervision and training.
Room Attendant
Hamilton Hotel
02.2010 - 08.2010
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Achieved time management goals by following designated schedules and completing assigned tasks within allotted time frames.
- Reduced guest complaints by maintaining a high standard of cleanliness in all assigned rooms.
- Vacuumed carpets, mopped floors and dusted surfaces to maintain spotless environment.
- Enhanced guest satisfaction by providing thorough and timely room cleaning services.
- Engaged with guests on room requirements and amenities to promote overall satisfaction.
- Checked appliances in guest rooms to determine good working order.
- Replenished guest room water glasses, toiletries, and paper products.
Education
Bachelor of Science in Social Work
University of Northern Philippines
Skills
- Guest service
- Sanitation protocols
- Staff Management
- Task Delegation
- Scheduling
- Supplies inventory
- Performance Evaluations
- Payroll Administration
- REX/HOTSOS
- ONQ
- OPERA
- UKG
Timeline
Director of Housekeeping
Hilton Washington DC National Mall
06.2021 - Current
Housekeeping Manager
Hinton Washington DC National Mall
03.2019 - 07.2021
Area Manager/Director of Housekeeping
District Clean LLC
03.2018 - 03.2019
Director of Housekeeping
Hamilton Hotel
07.2017 - 03.2018
Assistant Director of Housekeeping
Hamilton Hotel
02.2011 - 01.2017
Housekeeping Supervisor
Hamilton Hotel
08.2010 - 01.2011
Room Attendant
Hamilton Hotel
02.2010 - 08.2010
Bachelor of Science in Social Work
University of Northern Philippines
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