RICARDO VILLA
Albuquerque
Summary
Dynamic Housekeeping Manager with a proven track record at Isleta Resort and Casino, enhancing guest satisfaction through effective budgeting and quality assurance. Achieved an 85% improvement in employee retention while fostering a motivated team environment. Skilled in operational standards and conflict resolution, driving efficiency and excellence in service delivery.
Overview
25
25
years of professional experience
Work History
Housekeeping Manager
Isleta Resort and Casino
09.2022 - Current
- Managed all facets of the Housekeeping and Laundry Departments, ensuring high levels of guest service satisfaction.
- Established and implemented operational standards, enhancing team accountability and service quality.
- Recommended changes to enhance service delivery and operational efficiency.
- Coordinated cross-departmental teamwork to ensure timely and efficient service delivery.
- In charge of the following: Expense and labor budgeting, scheduling, purchasing responsibilities - linen, guest supplies, uniforms, hiring, onboarding, training and payroll for department.
- Utilize Medallia Guest Service (SALT) scores to gauge performance of staff, incentivized team to strive for '10’s', encouraging staff buy-in to perform to a higher standard.
Director of Housekeeping and Laundry
Route 66 Casino Hotel
09.2020 - 09.2022
- Supervised the daily operations of the housekeeping staff.
- Supervised and inspected daily cleaning of guest rooms, public areas, and back of house.
- Implemented safety and quality standards to enhance guest satisfaction.
- Increased cleanliness scores (SALT) from mid-50’s to high 70’s within 12 months; In charge of protection of assets and minimal expenses and purchasing all the linen and guest supplies.
- Improved employee retention by 85% with 6 months.
- Conducted interviews, scheduled shifts, and trained staff on operational procedures.
- Ensured compliance with accident/loss prevention programs, health/sanitation standards and regulations.
- Supervised housekeeping employees to attract, retain, and motivate while ensuring a safe work environment.
Director of Housekeeping and Laundry
Doubletree Hotel by Hilton
Albuquerque
07.2018 - 03.2020
- Managed all facets of the Housekeeping and Laundry Departments, ensuring high levels of guest service satisfaction.
- Established and implemented operational standards, enhancing team accountability and service quality.
- Coordinated teamwork across departments to ensure timely and efficient service delivery.
- Recommended changes to enhance service delivery and streamline operations.
- In charge of the following: Expense and labor budgeting, scheduling, purchasing responsibilities - linen, guest supplies, uniforms, hiring, onboarding, training and payroll for department.
- Utilize Medallia Guest Service (SALT) scores to gauge performance of staff, incentivized team to strive for '10’s', encouraging staff buy-in to perform to a higher standard.
Director of Housekeeping
Sheraton Hotel Airport
Albuquerque
10.2017 - 07.2018
- Managed all facets of the Housekeeping Department, ensuring high levels of guest service satisfaction.
- Supervised daily operations for a team of up to 45 housekeeping staff to ensure service excellence.
- Hired and trained new housekeeping staff to ensure service excellence.
- Established and implemented operational standards and procedures for the department.
- Recommended service improvements and operational efficiencies based on departmental assessments.
- Managed housekeeping budget and payroll while overseeing inventory of cleaning supplies, linen, and laundry.
- Increased cleanliness scores (SALT) from mid-50s to high 70s within 8 months.
- Performed cleaning duties to maintain high standards of cleanliness.
Director of Housekeeping
Best Western Hotel Plus Rio Grande Inn
Albuquerque
01.2011 - 09.2017
- Improved employee retention by 85% with within 6 months.
- Increased cleanliness scores (SALT) from mid-50’s to high 70’s within 12 months; In charge of protection of assets and minimal expenses and purchasing all the linen and guest supplies.
- Supervised and inspected the daily cleaning of the guest rooms, public areas and back of the house.
- Supervised the daily operations of the housekeeping staff.
- Promoted safe environment and quality service to maximize guest satisfaction.
- Supervised housekeeping staff to enhance employee attraction, retention, and motivation while ensuring a safe work environment.
- Supervised the housekeeping employees to attract, retain and motivate them while providing a safe work environment.
- Ensured compliance with accident/loss prevention programs, health/sanitation standards and regulations.
- Conducted interviews, scheduled, trained, and coached staff; executed performance and salary reviews and recommended discipline or termination.
Executive Housekeeper
Holiday Inn Express & Suites
Phoenix
05.2002 - 01.2011
- Managed housekeeping operations, including laundry, recruitment, and training of housekeeping staff to ensure high service standards.
- Monitored and analyzed housekeeping expenses, including guest supplies and laundry supplies, to optimize inventory and forecast staffing needs.
- Procured linen and guest supplies to support efficient daily operations and enhance guest experience.
Front Desk Manager
Best Western Executive Park Hotel
Phoenix
02.2001 - 05.2002
- Oversaw front desk, PBX, night auditors, and bell desk operations, ensuring seamless guest experiences and service delivery.
- Managed front desk operations and ensured smooth guest check-in and check-out processes.
- Supervised front desk staff and provided training on customer service standards.
- Coordinated guest reservations using property management systems efficiently.
Education
Escuela Manuel Doblado
MexicoSecundaria Fedral
MexicoEscuela Alfredo v Bonfil
MexicoSkills
- Cost Efficient
- Budgeting
- Quality Assurance
- Business Management
- Forecasting
- Loss Prevention
- Process Improvement
- Labor Control
- Purchasing
- Laundry
- Bilingual
- Scheduling
- Inventories
- Hiring
- Training
- Guest service or customer service
- Detailed and Organized
- Team Training & Leadership
- Team leadership
- Budget management
- Training and development
- Operational standards
- Guest service management
- Scheduling and staffing
- Quality assurance
- Safety compliance
- Inventory control
- Performance evaluation
- Problem solving
- Effective communication
- Attention to detail
- Time management
- Conflict resolution
- Staff evaluations
- Invoice processing
- Payroll
- Payroll administration
- Supervisory skills
- Employee evaluations
Accomplishments
- 01/01/19, Awarded Manager of Quarter and Manager of the year 2019.
- 01/01/20, Increased cleanliness scores (SALT) from Mid-40s to high 70’s within 18 months.
- 01/01/20, Quality Assurance cleaning scores of 98% for 40-year-old property.
- 01/01/20, Implemented labor cost savings by eliminating contract labor (60% of staff, originally) within 18 months.
Timeline
Housekeeping Manager
Isleta Resort and Casino
09.2022 - Current
Director of Housekeeping and Laundry
Route 66 Casino Hotel
09.2020 - 09.2022
Director of Housekeeping and Laundry
Doubletree Hotel by Hilton
07.2018 - 03.2020
Director of Housekeeping
Sheraton Hotel Airport
10.2017 - 07.2018
Director of Housekeeping
Best Western Hotel Plus Rio Grande Inn
01.2011 - 09.2017
Executive Housekeeper
Holiday Inn Express & Suites
05.2002 - 01.2011
Front Desk Manager
Best Western Executive Park Hotel
02.2001 - 05.2002
Escuela Manuel Doblado
Secundaria Fedral
Escuela Alfredo v Bonfil