Rosa Ballenilla
Staten Island
Summary
Dynamic Housekeeping Manager with a proven ability to enhance team performance, resolve conflicts, and elevate customer satisfaction. Achieved significant improvements in service quality and operational efficiency through effective communication and data analysis.
Overview
4
4
years of professional experience
Work History
Housekeeping Manager
EVEN Hotel Midtown East ; Crowne Plaza HY36
New York
06.2023 - Current
- Create schedules to coordinate housekeeping needs.
- Ensure alignment with MOUs for unionized house attendants and room attendants.
- Resolve conflicts and manage disciplinary actions effectively.
- Supervise and support team members to maximize quality of service and performance.
- Complete payroll for the team on a weekly basis.
- Perform inspections and resolve housekeeping complaints promptly.
- Analyze guest feedback to identify potential areas of improvement.
- Maintain an inventory system to maximize efficiency and minimize spending.
- Order cleaning supplies, linens, and guest supplies/amenities as needed.
- Conduct regular meetings with the housekeeping team to discuss performance and celebrate victories.
- Collaborate with front desk and engineering to respond promptly to guest requests.
Operations Manager
Crowne Plaza HY36
New York
10.2022 - 06.2023
- Ensured smooth communication between the housekeeping and front desk departments.
- Delegated tasks to team members, setting priorities and goals.
- Resolved guest complaints in a timely manner while ensuring guest satisfaction remains at optimal levels.
- Monitored and improved efficiency of processes, team performance, and customer service.
Guest Service Agent
Crowne Plaza HY36
New York
10.2021 - 10.2022
- Greeted guests with a friendly and welcoming attitude.
- Responded to guests, including email, telephone, and in-person inquiries.
- Provided guest assistance and information regarding local attractions and points of interest.
- Investigated guest complaints and utilized critical thinking to foster expedient resolution.
- Worked with housekeeping and engineering to meet all guest needs.
Education
Master of Science - Management And Leadership
Western Governors University
Salt Lake City, UT05-2026
Master of Education - Instructional Design
Western Governors University
Salt Lake City, UT06-2023
Bachelor of Arts - Educational Studies
Western Governors University
Salt Lake City, UT06-2022
Skills
- Project management
- Team building
- Conflict resolution
- Effective communication
- Customer service
- Data analysis
- Schedule coordination
- Multitasking Abilities
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Housekeeping Manager
EVEN Hotel Midtown East ; Crowne Plaza HY36
06.2023 - Current
Operations Manager
Crowne Plaza HY36
10.2022 - 06.2023
Guest Service Agent
Crowne Plaza HY36
10.2021 - 10.2022
Master of Science - Management And Leadership
Western Governors University
Master of Education - Instructional Design
Western Governors University
Bachelor of Arts - Educational Studies
Western Governors University