Rosa Ballenilla
Staten Island
Summary
Dynamic hospitality professional with extensive experience at Crowne Plaza HY36, excelling in project management and team building. Proven track record in enhancing guest satisfaction through effective communication and conflict resolution. Skilled in data analysis and schedule coordination, driving operational efficiency and fostering a high-performance culture within housekeeping teams.
Overview
5
5
years of professional experience
Work History
Assistant Director of Housekeeping
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
10.2020 - 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
- Spanish
Timeline
Assistant Director of Housekeeping
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
10.2020 - 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