SUSANA SEVILLA
Kissimmee,FL
Summary
With over 10 years of experience in the hospitality industry, Experienced Assistant General Manager with a proven track record in enhancing operational efficiency and team performance in the hospitality industry. Expert in developing marketing strategies to boost sales and implementing training programs to elevate service standards. Adept at vendor negotiations, inventory control, and creating positive work environments to achieve business goals. Known for excellent problem-solving skills and commitment to customer satisfaction.
Overview
2
2
years of professional experience
Work History
Assistant General Manager
Fairfield Inn Marriott
Ocoee, Florida
03.2024 - Current
- Elevated hotel's ranking to the top 5 in GSS Marriott with strong intent to recommend.
- Communicated regularly with suppliers regarding product delivery timelines, pricing information.
- Analyzed financial data and prepared reports for senior management.
- Prepared weekly schedules for staff members based on their availability.
- Provided training, guidance, and support to staff members on proper procedures and policies.
- Managed daily operations of the 80 rooms, including scheduling and supervising staff.
- Performed consistent evaluations to maintain high-quality standards.
- Executed administrative duties, including filing documentation.
- Identified opportunities for cost savings and operational efficiency improvements.
- Enforced and upheld staff standards for hospitable, professional service aligning with business goals.
- Managed and mentored staff to carry out operational directives with high productivity and accuracy.
- Directed payroll processing and management for employees.
- Enhanced team engagement and performance with daily updates and informational meetings.
- Motivated and led team members to work together to achieve targets.
- Managed essential budget allocations and project scheduling.
- Implemented cost-saving strategies to enhance expense management and boost profitability.
- Managed team schedules, delegations, and performance evaluations to optimize productivity.
- Participated in recruitment, interviewing, and hiring processes to build a strong team.
- Coordinated monthly budgets ensuring consistent alignment with financial goals.
- Coordinated with the General Manager to develop and implement strategic plans.
- Conducted regular staff meetings to communicate goals, updates, and receive feedback.
- Managed payroll, scheduling, and timekeeping systems accurately and efficiently.
- Oversaw daily operations, ensuring efficiency and compliance with company standards.
- Handled guest complaints and inquiries, ensuring high levels of satisfaction.
- Facilitated communication between departments to ensure seamless operations.
- Carried out detailed opening, closing, and shift transition duties to ensure daily operational standards.
- Assigned tasks to team members, establishing key objectives.
Executive Housekeeping Manager
Residence Inn Marriott
Orlando, FL
04.2023 - 03.2024
- Overseeing daily housekeeping operations for 210 rooms.
- Oversaw the allocation and monitoring of a $5 million annual budget for housekeeping, including laundry, labor, supplies, and deep cleaning projects.
- Guides and coordinates team's efforts to achieve successful Housekeeping and Laundry results.
- Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Ensures Residence Inn and HHM standards and procedures are being followed.
- Increased retention rates through comprehensive training programs.
- Ordered supplies, equipment, and chemicals necessary for daily operations.
- Oversaw housekeeping staff ensuring cleanliness and maintenance of guest rooms, public spaces, and employee areas.
- Increased labor productivity for room attendants from 7 to 9-10 suites per 8 hours shift without compromising quality.
- Created schedules for staff to ensure adequate coverage at all times.
- Directed management of controllable expenses, successfully achieving budget targets for each period.
- Examined issues concerning customer complaints about cleanliness.
- Coordinated with engineering and front desk teams to maintain efficient operations.
- Trained and supervised a team of 30+ housekeepers in proper cleaning techniques and safety regulations.
- Maintained accurate records of inventory levels, cleaning supplies, and equipment repairs.
- Developed strategies to increase efficiency while reducing costs within the department.
- Advised management on best practices for maintaining a safe work environment.
- Created and disseminated task worksheets to team members.
- Conducted daily walk-throughs and inspections of guest rooms to verify that they meet quality standards.
- Collaborated with multiple departments to maximize workflow and efficiency.
Housekeeping Supervisor
Residence Inn Marriott
Orlando, FL
01.2023 - 04.2023
- Inspected guest rooms and public areas to ensure they met established cleanliness standards.
- Addressed customer complaints about housekeeping services, implementing necessary solutions.
- Established effective communication between team members in order to foster a positive work environment.
- Facilitated conflict resolution among team members, ensuring a professional environment.
- Addressed maintenance requests from guests and staff quickly.
- Managed room assignment records and guest special requests.
- Performed routine checks of guest rooms, hallways, lobbies, restrooms, elevators, stairwells, laundry facilities and common areas.
- Coordinated with other departments within the hotel to ensure a smooth flow of operations.
- Devised strategies to lower operational expenses while maintaining quality.
Housekeeping Supervisor
Courtyard by Marriott
Orlando , FL
08.2022 - 01.2023
- Inspected guest rooms and public areas to ensure they met established cleanliness standards.
- Investigated customer complaints regarding housekeeping services and took appropriate action to resolve them.
- Established effective communication between team members in order to foster a positive work environment.
- Resolved conflicts among staff members efficiently while maintaining professionalism at all times.
- Responded promptly to maintenance requests from guests or staff members.
- Maintained records of room assignments, special requests from guests and status of vacant and occupied rooms.
- Developed training programs for existing housekeepers on topics such as proper sanitation techniques or emergency procedures.
- Conducted regular inspections of all guest rooms, hallways, lobbies, restrooms, elevators, stairwells, laundry facilities and other common areas.
- Coordinated with other departments within the hotel to ensure a smooth flow of operations.
Education
Bachelor of Arts - Social Media Marketing
Rafael Belloso Chacin
Venezuela 09-2014
Skills
- Conflict resolution
- Revenue management
- Hospitality software (Fosse, Opera, PMS)
- Bilingual
- Quality control Strategic planning skill
- Team leadership expertise
- Team leadership strength
- Training and development background
- Business operations background
- Training and development skill
- Staff development
- Employee relations
- Employee scheduling
- Operations management
- Business operations
- Inventory control
- Staff management
- Process improvement
- Budget control
Timeline
Assistant General Manager
Fairfield Inn Marriott
03.2024 - Current
Executive Housekeeping Manager
Residence Inn Marriott
04.2023 - 03.2024
Housekeeping Supervisor
Residence Inn Marriott
01.2023 - 04.2023
Housekeeping Supervisor
Courtyard by Marriott
08.2022 - 01.2023
Bachelor of Arts - Social Media Marketing
Rafael Belloso Chacin
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