William Kong
Reston,VA
Summary
Highly motivated and experienced Hospitality Management professional with expert proficiency in managing all aspects of enhancing the customer experience, front desk operations, room preparation/sanitation, cleaning techniques, and hazardous waste disposal. Comprehensive understanding of skills needed to anticipate and meet customer expectations in a proactive and courteous manner. Skilled in the ability to effectively manage resources, report loss, and expeditiously acquire required items via partner service operations and networking with local businesses. Regarded for the ability to deliver outstanding results with the highest degree of expertise, service, and professionalism.
Professional in hospitality management with significant experience in maintaining high standards of cleanliness and guest satisfaction. Skilled in team collaboration, staff training, and operational efficiency. Adept at adapting to changing needs and ensuring smooth operations. Known for strong leadership, problem-solving, and attention to detail.
Overview
17
17
years of professional experience
Work History
Director of Housekeeping
National Conference Center
02.2017 - Current
- Reduced employee turnover rate by fostering a positive work environment and providing opportunities for professional growth.
- Improved overall guest satisfaction by implementing efficient housekeeping procedures and staff training programs.
- Oversaw renovations projects in collaboration with maintenance teams, ensuring minimal disruption to guests during periods of construction.
- Enhanced communication between housekeeping staff and other departments, fostering a collaborative work environment that improved overall hotel operations.
- Ensured compliance with safety and sanitation regulations, maintaining a clean and hygienic establishment at all times.
Assistant Director of Housekeeping
National Conference Center
01.2016 - 02.2017
- Assisting the Director in running the day to day operation of the housekeeping, laundry and custodial service, conducting Weekly supply inventory and a monthly linen inventory
- Fulfilled various aspects of human resource management, payroll processing, and work-orders
- Conducting room and public areas inspection and training of staff
Director of Housekeeping/Engineering
Capella Hotel Georgetown
01.2015 - 01.2016
- Directed departments of Housekeeping and Engineering at a five-star luxury hotel in Washington, D.C
- Entrusted with the management and supervision of two different Departments with a combined budget of $3 million, for the first time managing Engineering
- Promoted to the Executive Management Team after four months of service
- Reduced the operating cost per room from $49.47 to $29.84 through changes in staff management and resource efficiency
- Managed two supervisors and an experienced team of Housekeeping and Engineering staff all responsible for maintaining property of 49 rooms, 22 of which were suites, including 2 presidential suites
- Regularly hosted a variety of diplomats and VIPs from across the globe and political spectrum
- Trained in customer satisfaction index Unifocus; property regularly scored third among all Capella properties
- Proficient with Opera database system and PayCore payroll and timekeeping service
- Fulfilled various aspects of human resource management, payroll processing, and work-orders
- Reduced operating cost per room from $49.47 to $29.84 through changes in staff management and resource efficiency
- Promoted to Executive Management Team following four months of service
- Personally managed budget of $3 million across two different departments
- Revised and improved Standard Operating Procedures for both Engineering Department and Housekeeping Department
- Accredited as a Certified Hospitality Supervisor (CHS) by the American Hotel & Lodging Educational Institute
Assistant Director of Housekeeping
Westin Washington Dulles Airport
01.2014 - 01.2015
- Directed the personnel and operations of a 314-room property with consistent weekday occupancy of 99% at an airport location
- Managed a staff of 60 employees, including 5 supervisors
- Directed daily operations of departmental personnel staff alongside the Director of Housekeeping, who managed the department's administrative functions as a member of the Executive Committee
- Regularly partnered with outside vendors, including large corporations such as Virgin and Ethiopian Airlines
- Conducted essential inventory and other operations functions on a weekly and monthly basis
- Physically inspected each room prior to returning it to business
- Operated within a budget of $1.5 million
- Expertise in Galaxy UCP and Galaxy Lightspeed database systems
- Managed a total housekeeping staff of 65 personnel: 5 supervisors and 60 employees
- Operated within a budget of $1.5 million
Director of Housekeeping
Westin Washington National Harbor
01.2011 - 01.2013
- Fulfilled a critical role ensuring the success of $950,000 housekeeping operations for a 195-room Starwood waterfront property hotel
- Led and motivated 23 personnel, oversaw 1 supervisor, 22 bilingual employees while working closely with the Engineering Department to ensure rooms were clean, safe, and in great condition
- Garnered a 8.96 Guest Experience Index (GEI) rating versus the Starwood corporate goal of 8.00
- Responsibilities consisted of housekeeping employee human resources, weekly payroll, property maintenance work-orders, and maintenance and ordering for a $375,000 stock inventory
- Closely assisted in supervising Engineering Department operations
- Envisioned, developed, and deployed innovative and effective activities and contests to motivate employees towards the achievement of higher GEI scores
Housekeeping Manager
Aloft Washington National Harbor
01.2008 - 01.2011
- Managed a $750,000 housekeeping operation of 190 rooms and a staff of 27 personnel
- Oversaw a Supervisor, 26 bilingual contract employees, worked closely with the engineering department
- Garnered a 100% guest satisfaction rating by consistently tracking accrued time, preparing weekly payroll, and maintaining a $275,000 inventory stock
- Ancillary functions consisted of ordering guest amenities, performing room inspections, tracking linen inventory, and balancing fluctuating supply logs
- Promoted from Housekeeping Supervisor to Housekeeping Manager
- Supervised 190-room property, 27 employees, and 1 supervisor
Education
High School Diploma -
South Broward High
Hollywood, FLSkills
- Asset Management
- Customer Service
- Staff Development
- Budget Administration
- Quality Assurance
- Emergency Operations
- Microsoft Word
- Excel
- PowerPoint
- Outlook
- Visual One database
- Guest Ware
- Birchstreet
- Paychex
- Opera database
- PayCore payroll & timekeeping
- Active Shooter Training
- ADP Time
- Saver PC database
- Star Guest PC database
- Galaxy/Lightspeed PC database
- DCSI Web Wise
- Bradley PC database
- ABC's of Housekeeping
- Skill Path How to be a More Efficient Manager
- Talent Acquisition
- Non Violent Intervention Certified
- Hazmat for Health Care WMD Awareness Certified
- Hazmat for Health Care Operation Level Certified
- WMD Response Training (100)
- Incident Command Systems (ICS (IS-00100))
- FEMA for Single Resources & Initial Actions Incidents (IS-00200)
- National Incident Management (NIMS (IS-00700))
- National Response Plan (NRP (IS-00800))
- OSHA Licensed
- Guest service
- Sanitation protocols
- Health and safety
- Staff management
Technical Proficiencies Certifications
- Microsoft Word
- Excel
- PowerPoint
- Outlook
- Certified Hospitality Supervisor (CHS) Certification
- Visual One database
- Guest Ware
- Birchstreet
- Paychex
- Opera database
- PayCore payroll & timekeeping
- Active Shooter Training
- ADP Time
- Saver PC database
- Star Guest PC database
- Galaxy/Lightspeed PC database
- DCSI Web Wise
- Bradley PC database
- ABC's of Housekeeping
- Skill Path How to be a More Efficient Manager
- Talent Acquisition
- Non Violent Intervention Certified
- Hazmat for Health Care WMD Awareness Certified
- Hazmat for Health Care Operation Level Certified
- WMD Response Training (100)
- Incident Command Systems (ICS (IS-00100))
- FEMA for Single Resources & Initial Actions Incidents (IS-00200)
- National Incident Management (NIMS (IS-00700))
- National Response Plan (NRP (IS-00800))
- OSHA Licensed
Timeline
Director of Housekeeping
National Conference Center
02.2017 - Current
Assistant Director of Housekeeping
National Conference Center
01.2016 - 02.2017
Director of Housekeeping/Engineering
Capella Hotel Georgetown
01.2015 - 01.2016
Assistant Director of Housekeeping
Westin Washington Dulles Airport
01.2014 - 01.2015
Director of Housekeeping
Westin Washington National Harbor
01.2011 - 01.2013
Housekeeping Manager
Aloft Washington National Harbor
01.2008 - 01.2011
High School Diploma -
South Broward High
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