Rosalba Zapata de Fell
Miami,Fl.
Summary
Results-driven hospitality professional with extensive experience managing housekeeping operations. Consistently delivering top-tier cleanliness and guest satisfaction while fostering a collaborative team environment. Recognized for adaptability, sharp focus on detail, and efficiency, ensuring seamless operations and exceptional service delivery.
Overview
16
16
years of professional experience
Work History
Housekeeping Supervisor
The Service Companies
10.2024 - Current
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Placed orders for housekeeping supplies and guest toiletries.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Assigned special cleaning assignments as directed by the Executive Housekeeper.
- Reported and followed up on any necessary repairs or discrepancies in guest rooms.
- Ensured that Guest Room Attendants had adequate supplies and linens for efficient operations.
- Assisted in the cleaning of guest rooms as needed.
- Worked with front desk to respond promptly to all guest requests.
Assistant Property Manager
Norus Apartments
03.2018 - 06.2024
- Prepared and executed leases, rentals agreements, and other documents related to the property.
- Collected rent payments and ensured timely payments of invoices of the 35 apartments.
- Monitored and managed tenant relations, including responding to tenants inquiries and complaints.
- Conducted regular property inspections to organize necessary maintenance and repair requests.
- Monitored and enforced lease terms and conditions.
- Negotiated and executed contracts with vendors and service providers.
- Monitored and evaluated employees' performance and offered regular meetings designed to improve service.
- Answered phone calls
- Followed up on delinquent tenants and coordinated collection procedures.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Coordinated move-ins and move-outs, ensuring smooth transitions.
- Resolved conflicts between tenants regarding noise, encroachments, and parking.
Hotel Operations Manager
Hotel Boutique 286
04.2010 - 09.2012
- Supporting role of the General Manager with the management of the 55 high standards rooms of the Hotel Boutique.
- Maintained the overall operations of the hotel and guest service, including front desk, reservations, maintenance, and housekeeping to ensure that services are delivered at the highest standard.
- Responded and implemented changes in the hotel operation as required by the direct supervisor.
- Handle guest complaints and compliments.
- Developed and maintained strong relationships with vendors, negotiating favorable contracts for goods and services.
- Facilitated seamless communication between departments to enhance overall efficiency and effectiveness.
- Conducted regular performance evaluations of staff members, providing constructive feedback for continuous improvement.
- Maintained strict adherence to safety regulations, ensuring a secure environment for guests and employees alike.
- Organized staff schedules efficiently to ensure adequate coverage during peak hours while minimizing labor costs.
- Managed daily hotel operations, ensuring smooth functioning and excellent customer service.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Evaluated and promptly resolved lodging facility operational issues.
Housekeeping Executive
Eurobuilding Plaza Guayana
01.2009 - 12.2011
- Handled budgetary responsibilities for the housekeeping department.
- Interview and hiring of the housekeeping staff.
- Trained new staff members on proper cleaning techniques, ensuring consistent service quality.
- Conducted final inspections of offices and common areas.
- Oversaw laundry operations for the 155 rooms hotel, including linen inventory.
- Implemented inventory control systems to minimize waste and effectively manage supplies.
- Conducted regular inspections of guest rooms and public areas, addressing issues promptly to maintain a pristine environment.
- Assisted in the planning and execution of special events that required additional housekeeping support such as weddings or conferences held at the hotel premises.
- Proactively addressed maintenance issues by coordinating closely with engineering teams, minimizing downtime in affected areas or rooms during repairs or upgrades while ensuring minimal disruption to guests'' stay experiences.
- Coordinated with front desk personnel to address guest concerns in a timely manner, enhancing overall customer experience.
- Collaborated with management to develop and implement innovative strategies for improving departmental performance.
- Improved room turnaround times by implementing efficient cleaning procedures that maximized productivity while maintaining quality standards.
- Designed all housekeeping policies and procedures according to required standards and scheduled all rotational duties for staff.
- Managed scheduling, task assignments, and performance evaluations for the 22 members of the housekeeping department.
- Supervised team of housekeeping and janitorial workers to meet highest quality of cleanliness and safety standards.
- Maintained required records of work hours, budgets and payrolls.
- Evaluated employee performance and recommended promotions, transfers and dismissals.
- Coordinated with outside vendors to provide supplies and equipment for staff.
Education
Certificate - Real Estate Sales
Colegio Inmobiliario CL
Santiago De Chile, Chile01.2022
Certificate - Hospitality
National Tourism Institute
Caracas, Venezuela01.2011
Diploma - Business Management
Darnley Career Academy
London, England01.2010
Skills
- Effective customer support
- Point of sale expertise
- Strong team leadership
- Effective management abilities
- Adaptability to changing environments
- Analytical problem solving
- Experienced with Microsoft Office applications
- Experience with CRM applications
- Hotel management software proficiency
Languages
English
Spanish
Timeline
Housekeeping Supervisor
The Service Companies
10.2024 - Current
Assistant Property Manager
Norus Apartments
03.2018 - 06.2024
Hotel Operations Manager
Hotel Boutique 286
04.2010 - 09.2012
Housekeeping Executive
Eurobuilding Plaza Guayana
01.2009 - 12.2011
Certificate - Real Estate Sales
Colegio Inmobiliario CL
Certificate - Hospitality
National Tourism Institute
Diploma - Business Management
Darnley Career Academy
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