Zoraida Castillo
Las Vegas,NV
Summary
Detail-oriented professional with strong expertise in quality assurance and guest complaint resolution. Experienced in implementing cleaning procedures and managing inventory to enhance service efficiency.
Effective housekeeping supervisor with a proven track record in staff training and scheduling. Skilled in resolving guest complaints and ensuring adherence to cleanliness standards, contributing to high guest satisfaction scores. Proficient professional trained in hotel operations, cleaning procedures, and health and safety regulations. Organizes and assigns housekeeping tasks to divide workload evenly amongst personnel. Maintains specified standards of cleanliness to promote guest comfort. Seasoned Housekeeping Supervisor with comprehensive knowledge in managing housekeeping tasks and teams. Strengths include high standards of cleanliness, staff training, efficient delegation, and inventory control. Notable for maintaining superior guest satisfaction levels through attention to detail and positive communication skills. Previous roles demonstrate impactful leadership abilities in fostering team collaboration and enhancing operational efficiency.
Overview
1
1
year of professional experience
Work History
Housekeeping Supervisor
Hotel Colee
Georgia, Atlanta
03.2021 - 04.2022
- Supervised daily housekeeping operations, ensuring cleanliness and guest satisfaction.
- Trained staff on proper cleaning techniques and hotel standards.
- Inspected guest rooms for quality assurance and adherence to hotel policies.
- Managed inventory of cleaning supplies and equipment for efficient operation.
- Scheduled staff shifts to maintain adequate coverage throughout the hotel.
- Coordinated with maintenance on repairs and upkeep of facilities.
- Resolved guest complaints regarding cleanliness promptly and professionally.
- Implemented new cleaning procedures to enhance service efficiency and effectiveness.
- Supervised and supported housekeeping personnel to maximize quality of service and performance.
- Supervised and trained staff in housekeeping operations, ensuring adherence to standards of cleanliness.
- Conducted regular inspections of all guest rooms, hallways, lobbies, restrooms, elevators, stairwells, laundry facilities and other common areas.
- Maintained records of room assignments, special requests from guests and status of vacant and occupied rooms.
- Investigated customer complaints regarding housekeeping services and took appropriate action to resolve them.
- Coordinated with other departments within the hotel to ensure a smooth flow of operations.
- Stocked room attendant carts with supplies to keep carts organized and clean.
- Created schedules, shift reports and other business documentation to coordinate housekeeping needs.
- Performed periodic deep cleaning tasks in order to maintain high hygiene standards.
- Enforced rules and regulations set forth by management regarding health, safety and security policies.
- Resolved conflicts among staff members efficiently while maintaining professionalism at all times.
- Established effective communication between team members in order to foster a positive work environment.
- Communicated guest service scores to drive improvement and higher guest satisfaction.
- Developed training programs for existing housekeepers on topics such as proper sanitation techniques or emergency procedures.
- Submitted repair requests to maintenance team to reduce operating costs and improve energy-saving strategy.
- Reviewed employee performance and devised improvement plan to achieve goals.
- Inventoried incoming supplies and placed items in stock for use by personnel.
- Sanitized and cleaned sinks, mirrors, toilets and showers.
- Monitored cleanliness of lobby, swimming pool and other common areas.
- Reported damage or theft of hotel property to management.
- Explained goals and expectations required of trainees.
- Swept and damp-mopped private stairways and hallways.
- Defined and monitored personnel and project schedules to ensure on-time project completion.
Breakfast Attendant
Embassy Suites by Hilton Atlanta
Georgiana, Atlanta
06.2021 - 10.2021
- Prepared and arranged breakfast items for guests at the hotel.
- Maintained cleanliness and organization of dining area throughout service.
- Assisted guests with inquiries and special requests regarding breakfast offerings.
- Monitored food quality and freshness to ensure guest satisfaction.
- Collaborated with kitchen staff to replenish food supplies as needed.
- Followed health and safety regulations in food handling and service.
- Set up and disassembled breakfast buffet stations efficiently each day.
- Managed inventory of breakfast supplies, reporting shortages to management.
- Replenished food items on the buffet line in a timely manner.
- Maintained cleanliness of dining room area including tables, chairs, floors and windows.
- Stocked beverages, coffee pots and other supplies in the dining area as needed.
- Set out and arranged cold foods such as cereal, muffins, and sweet rolls for self-service area.
- Checked expiration dates on all perishable food items prior to stocking buffet line.
- Cleaned kitchen equipment according to established procedures after use.
- Served guests per day at complimentary breakfast station.
- Ensured coffee machines and other equipment were functioning properly and clean.
- Cleaned up dining area and kitchen after breakfast hours, including washing dishes and sanitizing surfaces.
Lobby Attendant
Hotel Colee
Georgia, Atlanta
02.2021 - 03.2021
- Greeted guests upon arrival, providing a warm and welcoming atmosphere.
- Maintained cleanliness and organization of lobby area throughout shifts.
- Responded to guest inquiries, offering information about hotel services and amenities.
- Monitored lobby activities, ensuring safety and security for all visitors.
- Collaborated with housekeeping staff to ensure lobby presentation standards were met.
- Provided support during check-in/check-out processes as needed by front desk staff.
- Maintained cleanliness of lobby area by dusting furniture and vacuuming carpets.
- Greeted and welcomed guests, patrons, and visitors to the lobby.
- Conducted regular checks of front desk equipment such as computers, printers.
- Tracked inventory levels of various items used in the lobby such as brochures, magazines.
- Responded promptly to emails sent by customers seeking assistance with their reservations or queries.
- Answered inquiries from guests regarding hotel services and local attractions.
- Inspected fire extinguishers regularly to ensure they are in working order.
- Ensured that all public areas were kept neat and tidy at all times.
- Provided assistance to disabled guests by helping them move around the lobby area safely.
- Received delivered goods and notified recipients by telephone of package delivery and followed up to verify well-being of non-responsive residents.
- and restocked when necessary.
- Managed key control system according to company policies and procedures.
- Stocked coffee bar with fresh supplies on a daily basis.
- Organized lines, lobbies, and promotional material for major movie releases.
- Provided information regarding show times, new releases and upcoming movies and trailers.
- Placed food trays over food warmers for immediate service or stored in refrigerated storage cabinets.
- Maintained positive working relationship with fellow staff and management.
House Cleaner
Hotel Hilton Garden Inn
Georgiana, Atlanta
01.2021 - 02.2021
- Cleaned guest rooms according to Hilton Garden Inn standards and protocols.
- Restocked cleaning supplies and linens for efficient housekeeping operations.
- Maintained organization of cleaning carts and storage areas for easy access.
- Assisted in laundry services by washing, drying, and folding linens and towels.
- Reported maintenance issues to ensure timely resolution for guest comfort.
- Collaborated with team members to maintain a tidy and welcoming environment.
- Conducted deep cleaning tasks for special events or high-traffic areas as needed.
- Organized, cleaned and sanitized kitchens, bedrooms, living rooms and bathrooms to tidy and eliminate daily germs.
- Cleaned bathrooms including toilets, showers and bathtubs, sinks and countertops.
- Swept, mopped, vacuumed and polished floors of all types.
- Cleansed kitchen appliances such as microwaves, stoves, dishwashers.
- Washed windows inside and outside as needed.
- Sanitized doorknobs, light switches and other frequently touched surfaces.
- Dusted furniture, window sills and other surfaces to remove dirt and cobwebs.
- Scrubbed walls with appropriate cleaning solutions to remove marks or stains.
- Operated in-house and portable vacuums to remove dust and debris from hardwood floors, carpets and upholstery.
- Transported trash bags to designated outdoor receptacles for disposal.
- Maintained supplies such as paper towels, toilet tissue, soaps.
- Laundered sheets and other bedding, made beds and fluffed pillows.
- Moved beds, sofas and small furniture to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Laundered sheets and removed stains to restore linens to pristine condition.
Education
University Degree - Business Administration And Management
San Marcos University of Educational Sciences
Costa Rica 06-2016
Secretariat - Secretarial Tasks
National Learning Institute
Costa Rica12-2013
Clerk - Office Tasks
National Learning Institute
Costa Rica03-2011
Administrative Assistent - Education Administration
National Learning Institute
Costa Rica01-2011
Skills
- Quality assurance
- Staff scheduling
- Inventory management
- Cleaning procedures
- Guest complaint resolution
- Customer service
Languages
English
Professional
Spanish
Full Professional
Timeline
Breakfast Attendant
Embassy Suites by Hilton Atlanta
06.2021 - 10.2021
Housekeeping Supervisor
Hotel Colee
03.2021 - 04.2022
Lobby Attendant
Hotel Colee
02.2021 - 03.2021
House Cleaner
Hotel Hilton Garden Inn
01.2021 - 02.2021
University Degree - Business Administration And Management
San Marcos University of Educational Sciences
Secretariat - Secretarial Tasks
National Learning Institute
Clerk - Office Tasks
National Learning Institute
Administrative Assistent - Education Administration
National Learning Institute