STEPHEN C. FOSTER
San Jose,CA
Summary
Experienced hospitality leader with solid background in overseeing guest services, operations, and staff management. Strong focus on team collaboration and adaptability. Skilled in project management, customer relations, and problem-solving, with proven ability to drive operational excellence and enhance guest satisfaction. Reliable and flexible, excelling in dynamic environments and effectively meeting changing needs.
Overview
25
25
years of professional experience
Work History
Director of Rooms and Guest Services
Doubletree by Hilton
San Jose, CA
07.2024 - Current
- Enhanced team productivity and promoted a culture of providing exceptional guest service through ongoing staff training, development and hotel inspections
- Communication between departments to resolve guest issues promptly and prevent recurring problems.
- Manage expenses to P&L
- Create working relationship with vendor's to ensure timely delivery of products.
- Managed floor renovation project to ensure completion by deadline.
Director of Operations
Hilton Oakland Airport
Oakland, CA
07.2023 - 07.2024
- Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
- Managed monthly liquor inventory
- Established strong partnerships with vendors and suppliers.
- Identified opportunities to increase revenues in bar while reducing FTE's.
- Worked closely with Director of Housekeeping ensuring cleaning protocols were adhered to and special projects implemented.
- Worked closely with Director of Finance to ensure labor and expenses were in line with budget.
Director of Rooms
Hilton San Jose
San Jose, CA
05.2021 - 07.2023
- Oversee the daily operations of the Rooms Division
- Train and develop Rooms Department on Customer Service training and standards
- Received 97% on hotel QA Audit for cleanliness and compliance
- Increase service standards, TripAdvisor ratings from #26 to #18
- Handle all service complaints within the hotel, and follow up on all social media responses
Director of Front Office Operations
Millenium Hilton NYC
New York, NY
03.2019 - 09.2020
- Manage the day-to-day of a unionized Front Office team consisting of Front Desk, Bell Attendants, and Door Attendants
- PBX and 5 Front Desk Managers and 1 Assistant Director
- Manage payroll, schedules, guest and team member relations, and monitor and respond to guest service complaints
- Managed upsell program and increased incremental revenue by 20k (2018/19v2019/20)
Director of Housekeeping
Millenium Hilton NYC
New York, NY
07.2012 - 03.2019
- Monitor and control labor related to the Collective Bargaining Agreement with 110 union employees
- Develop team members and managers with hands-on training
- Inventory and checkbook control
- Complete guest and VIP room inspections, follow through with cyclical cleaning programs, and communicate scores during daily standup and monthly meetings
- Manage payroll
- Communicate, celebrate, recognize, and reward top performers and meeting department goals
- Work positively in a diverse team environment
Director of Housekeeping
Hamilton Park Hotel & Conference Center
Florham Park, NJ
10.2006 - 11.2011
- Oversee the direction of the Housekeeping & Laundry Department, Public Space, and Fitness Center
- Renovated hotel and created housekeeping training program
- Maintain cyclical cleaning processes
Director of Housekeeping
Embassy Suites Battery Park
New York, NY
06.2004 - 09.2006
- Oversee staff of 1 Assistant Director, 3 Managers, and 50 Unionized employees
- Control labor relation issues with union delegates and business agents
- Conduct daily detailed inspections
- Prepare schedules, reports, and ensure proper staffing levels
- Follow through with progressive disciplinary action, coach and train
- Maintain records for budgeting and forecasting of department expenses
- Maintain and organize daily reports on cycle cleaning procedures
- Inventory Control
- Member of Executive Committee
Assistant Director, Housekeeping
Hilton New York
New York, NY
06.2000 - 06.2004
Chief Housekeeper M/S Navigator of the Seas
Royal Caribbean Cruise Lines
Miami, FL
07.2003 - 11.2003
- Oversee staff of 2 Assistant Chief, 125 Room Attendants, Linen Keeper, Laundry Master, Dry Cleaners, Valet Laundry, Bell Station, and Florists
- Direct all housekeeping functions for public areas
- Enforce and follow USPH cleaning procedures for all assigned areas and equipment, monitor procedures for sanitation and cleanliness and ensure staff is in adherence to those procedures
- Work positively with a diverse team environment
Education
TASC Diploma -
University State of New York
Hospitality Certificate -
Cornell University
Food Handler Certificate - ServeSafe Alcohol Training
ServSafe
Skills
- Guest satisfaction
- Guest service
- Employee engagement
- Front office systems
- Effective multitasking
- Liquor Inventory
- Team leadership
- SDS
- Upselling techniques
- Computer skills
Timeline
Director of Rooms and Guest Services
Doubletree by Hilton
07.2024 - Current
Director of Operations
Hilton Oakland Airport
07.2023 - 07.2024
Director of Rooms
Hilton San Jose
05.2021 - 07.2023
Director of Front Office Operations
Millenium Hilton NYC
03.2019 - 09.2020
Director of Housekeeping
Millenium Hilton NYC
07.2012 - 03.2019
Director of Housekeeping
Hamilton Park Hotel & Conference Center
10.2006 - 11.2011
Director of Housekeeping
Embassy Suites Battery Park
06.2004 - 09.2006
Chief Housekeeper M/S Navigator of the Seas
Royal Caribbean Cruise Lines
07.2003 - 11.2003
Assistant Director, Housekeeping
Hilton New York
06.2000 - 06.2004
Hospitality Certificate -
Cornell University
Food Handler Certificate - ServeSafe Alcohol Training
ServSafe
TASC Diploma -
University State of New York