Reshida Gilzean
Orlando,FL
Summary
Results-driven Room Operations Manager adept at enhancing guest satisfaction and optimizing operational efficiency. Achievements include a 9-point increase in friendliness scores and a 7% reduction in costs, showcasing a commitment to excellence in service and cost management.
Overview
14
14
years of professional experience
Work History
Room Operations Manager
The Westin Hilton Head Island Resort & Spa
06.2025 - Current
- Oversee daily Rooms Operations, including Valet and Bell Services, ensuring seamless guest experiences, operational efficiency, and full compliance with Westin brand standards
- Support forecasting, occupancy planning, and the seamless execution of group arrivals, special events, and weddings
- Monitor labor costs, staffing levels, and productivity to align with budget and business demands
- Conduct Front Office and Housekeeping daily stand-ups, shift briefings, and operational walk-throughs to ensure team readiness and effective communication
- Collaborate closely with housekeeping teams to ensure guest rooms consistently meet the highest standards of cleanliness, quality, and presentation
- Endorsed new incentive program for front desk associates, resulting in 9-point increase in friendliness scores and 29% upsell growth
- Analyzed guest satisfaction scores, surveys, and online reviews to identify trends and implement continuous service improvements
- Built rapport with VIP Marriott Bonvoy members and distinguished visitors, encouraging feedback to enhance guest experience
Guest Experience Manager
Walt Disney World
06.2018 - 06.2025
- Managed opening and closing procedures for 432 rooms to ensure operational readiness and guest satisfaction.
- Monitored room availability with REX, LILO, and HOTSOS to optimize guest accommodations.
- Performed thorough inspections of rooms each day to maintain high quality and readiness for guests. Along with 1:1 with staff weekly
- Recruit, train, and coach over 30 staff members on customer service skills, and knowledge, room requirements, and health & safety standards
- Highest safety scores, cleaning, and customer satisfaction 3 quarters in a row
- Applied UNION and OSHA guidelines to uphold safe and compliant working conditions for staff and guests.
- Reduced costs by 7% through controls on overtime, operational efficiencies, and reduced waste
- Trained in front desk, lost and found and property safety
Housekeeping Manager
The Millenium Hilton Downtown
06.2016 - 05.2019
- Oversaw 16-32 housekeepers and house persons to maintain high standards of cleanliness and service
- Inspect public areas and guest rooms to ensure compliance with quality assurance standards
- Created and implemented staff health and safety standards compliance training program, achieving a score of 99% with only 1 injury in 3 years
- Developed cross-training program to equip new staff with knowledge of housekeeping public areas and hotel essentials
- Successfully redesigned existing inventory system, ordering linen, office and all departmental supplies resulting in a 6% decrease in waste and higher net profits
- Coordinated daily, weekly, monthly, quarterly, and annual work assignments to optimize operational efficiency.
- Monitor and develop team member performance to include, but not limited to, providing supervision and professional development, scheduling, conducting counseling and evaluations and delivering recognition and reward
- Ensure proper usage of chemicals and cleaning supplies by monitoring usage, providing complete training for team members and ensuring proper labeling of hazardous supplies in accordance with federal, state, local and company regulations
- Utilized knowledge of collective bargaining to support negotiations and agreements.
Public Space Manager
The Seminole Hardrock Casino
01.2013 - 05.2016
- Performed cleaning and inspections of all public areas, ensuring high standards of cleanliness and safety.
- Created weekly shift schedules to optimize resource allocation and support operational efficiency.
- Increased staff retention by 21% in first year by implementing targeted engagement strategies.
- Recruit, train, and coach over 60 staff members on customer service skills, and knowledge of casino policies and practice. Along with extensive equipment training. standards
- Managed daily payroll operations for three shifts through ADP.
Education
Bachelor of Arts - Communications
Howard University
Washington, DC05-1994
Skills
- Operations management
- Operational efficiency
- Quality assurance controls
- Lightspeed and Opera PMS
- MARSHA
- Microsoft Office
- Problem solving
- Cross-functional coordination
- Teamwork and independence
- Effective communication
- Professional communication
- Punctuality and reliability
- Punctuality
- Adaptability to change
Timeline
Room Operations Manager
The Westin Hilton Head Island Resort & Spa
06.2025 - Current
Guest Experience Manager
Walt Disney World
06.2018 - 06.2025
Housekeeping Manager
The Millenium Hilton Downtown
06.2016 - 05.2019
Public Space Manager
The Seminole Hardrock Casino
01.2013 - 05.2016
Bachelor of Arts - Communications
Howard University