Mentoring and watching my team grow
Valeria Martinez
Hotel And Restaurant Management
Houston,TX
Summary
Professional in hospitality with 11 years of hotel experience and providing great customer service to the client while performing and going beyond the companies expectations. I am ready to learn and provide my current knowledge and skills to further develop my intrapersonal skills and apply It to the success and productivity of the company and employees.
Overview
11
11
years of professional experience
9
9
years of post-secondary education
1
1
Certification
1
1
Language
Work History
Director of Housekeeping
HEI Hotels & Resorts, The Moran Hotel
12.2024 - Current
- Improved overall guest satisfaction by implementing efficient housekeeping procedures and staff training programs.
- Successfully addressed guest concerns regarding housekeeping matters in a timely manner, leading to increased repeat business.
- Conducted regular inspections of guest rooms and public spaces, ensuring adherence to established cleanliness standards and addressing any issues promptly.
- Oversaw renovations projects in collaboration with maintenance teams, ensuring minimal disruption to guests during periods of construction.
- Implemented regular performance evaluations for staff members, identifying areas for improvement and providing constructive feedback for personal development.
- Coordinated scheduling and staffing to accommodate fluctuating occupancy rates, maximizing efficiency and minimizing labor costs.
- Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
- Communicated repair needs to maintenance staff.
- Assisted the company with Task Force when needed.
Assistant Front Office Manager
HEI Hotels & Resorts, The Moran Hotel
04.2024 - 12.2024
- Balanced daily cash transactions, accurately maintaining financial records for the front office department.
- Collaborated with housekeeping and maintenance departments to ensure room availability and quality standards.
- Reduced wait times during busy hours by implementing effective strategies for managing guest flow throughout the lobby area.
- Assisted in the recruitment process for front office staff, ensuring a strong team of well-trained employees.
- Enhanced guest satisfaction by efficiently managing front office tasks and addressing customer concerns promptly.
Director of Rooms
GF HOSPITALITY
02.2023 - 03.2023
- Enhanced team productivity through regular training, performance evaluations, and targeted coaching.
- Negotiated contracts with external vendors for various services including laundry, maintenance, and security, ensuring cost-effective solutions without compromising on quality or performance standards.
- Created a welcoming atmosphere by fostering strong teamwork among employees from diverse backgrounds.
Director of Rooms
Aimbridge Hospitality
01.2021 - 02.2023
- Provided training and oversight for large temporary workforce, implementing standardized professional development opportunities and thoughtful leadership protocol to maximize productivity and employee satisfaction.
- Processed vendor invoices, completed bank deposits and prepared for audits, maintaining site-specific compliance with financial regulations.
- Issued supplies and equipment to employees, regularly checking inventories to meet demand and support successful operations.
- Oversaw hotel administrative processes, training staff and monitoring budgets for proper planning, compliance and organization.
- Supervised work of contracted employees to keep on task for timely completion.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates. As well as responded back to all Booking.com, Expedia, TAConnections, API, and Heartbeat Medallia complaints.
Housekeeping Manager
Aimbridge Hospitality
04.2019 - 01.2021
- Coordinated housekeeping cleaning service operations and managed guest relations.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Completed schedules, shift reports and other business documentation.
- Promoted safety by demonstrating proper operation and training staff on power equipment tools.
- Trained and mentored all new personnel to maximize quality of service and performance.
- Managed team productivity and workflow to exceed quality standards.
- Evaluated employee performance and developed improvement plans.
- Work with programs such as OPERA, PDQ, Hotel Effectiveness, One Source, and Ultipro
- Was part of a 18 million dollar 414 hotel room renovation team. I was in assign to make sure all inventory was delivered and all rooms to be set up and deep clean before the rooms were put back to sell on the market.
Front Desk Supervisor
Holiday Inn Intercontinental
01.2017 - 07.2019
- Revised and created reservations for future guest checking in
- Trained and supervised fellow coworkers
- Followed up with all emails, phone calls, and guest relation issues
- Completed credit card report and cash report
- Sustain bank secure and handle all monetary money
- Processed all payments and alerted guest and hotel of any credit cards frauds
- Provided guest information about the hotel and surrounding area
- Communicated with all departments in the hotel.
Night Auditor
Holiday Inn Intercontinental
01.2015 - 01.2017
- Posted and adjusted all daily accounting revenue from banquets, restaurant, and hotel revenue
- Printed and analyzed all in house reservations and made sure that the correct company name and rate code matched each other if not corrected reservation
- Checked in and Checked out guest while answering phone calls
- Settle credit card charges through batch processing
- Generated reports outlining room occupancy totals, no shows report, vacant and dirty rooms report, tax
- Exempt rooms report, groups in house reports, and IHG members report
- Reported to accounting for all discrepancies and followed up with accounts payable for any imbalance accounts
- Set up wake-up calls and late check outs
- Action Maids and Best Care Cleaning
- Ousekeeping
- Provided cleaning services to houses from 600 square ft to commercial buildings of 15,000 square ft
- Sanitized all surfaces, dusted, mopped, vacuumed, cleaned bathrooms, and cleaned kitchen facilities
- Maintain a safe work environment and followed all OSHA procedures when handling all cleaning chemicals
- Supervised safety procedures and alerted customers of environmental hazards such as wet floors
- Locked up and set up alarms to buildings after cleaning services where completed
- Alerted customer of any suspicious activity or notified them of any issues.
Education
Bachelors Degree of Hotel and Restaurant - Management
The University of Houston - Conrad Hilton of College
01.2012 - 12.2014
Associates of Arts -
Lone Star College
08.2009 - 08.2011
High School Diploma -
Nimitz High School
08.2005 - 06.2009
Skills
Dependable, Responsible, Reliable
Strategic planning and analysis
Training and Development
Accomplishments
- Won Manager of the quarter 2019
- Won Manager of the year 2019
- Work throughout Pandemic while working with a limited staff.
- Won Manager of the year 2024
Certification
TABC
Interests
Timeline
Director of Housekeeping
HEI Hotels & Resorts, The Moran Hotel
12.2024 - Current
Assistant Front Office Manager
HEI Hotels & Resorts, The Moran Hotel
04.2024 - 12.2024
Director of Rooms
GF HOSPITALITY
02.2023 - 03.2023
Director of Rooms
Aimbridge Hospitality
01.2021 - 02.2023
Housekeeping Manager
Aimbridge Hospitality
04.2019 - 01.2021
Front Desk Supervisor
Holiday Inn Intercontinental
01.2017 - 07.2019
Night Auditor
Holiday Inn Intercontinental
01.2015 - 01.2017
Bachelors Degree of Hotel and Restaurant - Management
The University of Houston - Conrad Hilton of College
01.2012 - 12.2014
Associates of Arts -
Lone Star College
08.2009 - 08.2011
High School Diploma -
Nimitz High School
08.2005 - 06.2009