Guadalupe Cota
Whittier,CA
Summary
Talented Housekeeping Director with residential and hospitality cleaning management experience. Passionate about leading teams to exceed client expectations by keeping buildings disinfected, sanitized, looking and smelling freshly cleaned. Contributes to positive work climate and overall team effort with pleasant attitude, dependable and on time. Multi-talented Housekeeping Director works with a diverse team. Known for building rapport and team collaboration. Fluent in Spanish Language. Resourceful Logistic Officer offering broad knowledge base and diverse skill set illustrated through 14 years of experience in Housekeeping and EVS roles.
Overview
17
17
years of professional experience
Work History
Director of Housekeeping
Coreworks LLC
Atlanta, GA
11.2020 - Current
- Supervised and supported housekeeping personnel to maximize quality of service and performance.
- Interacted pleasantly with clients and guests when performing daily duties.
- Employed deep-cleaning techniques for areas in need of additional sanitation.
- Collaborated with Marketing to respond promptly to Resident requests and promote positive experience.
- Organized supplies for use based on expected customer needs.
- Created schedules, shift reports and other business documentation to coordinate housekeeping needs.
- Followed manufacturer instructions for using chemicals and equipment to avoid burns, injuries and workplace accidents.
- Submitted repair requests to maintenance team to reduce operating costs and improve energy-saving strategy.
- Placed housekeeping staff on specific shifts and room blocks based on abilities and daily requirements.
- Managed team of [17] personnel in Senior Living Community with 310 apartments/rooms.
- Managed client laundry with proper care and attention to needs of different linens and articles of clothing.
- Commanded controls over expenses and inventory for optimal budget tracking.
Assistant Director of Housekeeping
Whyndham Vacation Ownership
City, STATE
07.2016 - 01.2019
- Oversaw daily scheduling and assignment of tasks, optimizing staff allocation for maximum productivity.
- Enhanced guest satisfaction by implementing efficient housekeeping processes and maintaining high cleanliness standards.
- Conducted regular inspections of guest rooms and public areas, identifying areas for improvement and directing corrective actions.
- Streamlined housekeeping operations for improved efficiency, leading to increased guest satisfaction scores.
- Addressed guest concerns promptly and professionally, demonstrating commitment to customer service excellence.
- Managed staff scheduling to accommodate varying occupancy levels, optimizing labor costs and maintaining high service standards.
- Coordinated deep cleaning projects for guest rooms and public spaces, maintaining attractive environments for guests throughout their stay.
- Managed inventory control, ensuring timely replenishment of supplies and minimizing waste.
Front Desk Manager
Black Oak Casino Resort
City, STATE
10.2015 - 07.2016
- Enhanced guest satisfaction by efficiently addressing and resolving concerns during their stay.
- Supported revenue management strategies by closely monitoring occupancy rates and adjusting room pricing accordingly.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Resolved guest complaints by addressing issues with rooms promptly.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Prepared weekly employee work schedules to meet operational needs.
- Entered and updated sensitive customer information during check-ins and room changes.
- Kept accounts in balance and ran daily reports to verify totals.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Checked guests in out of hotel, made reservations, and processed payments.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Attended staff meetings and brought issues to attention of upper management.
- Maintained transaction security by verifying payment cards against identification.
- Stored guest valuables in safe and individual boxes for security.
- Oversaw daily cash reconciliations, maintaining accurate financial records for the front desk department.
- Mentored and trained new hires, fostering a supportive work environment that facilitated professional growth.
- Utilized property management software effectively for booking management, reporting, and tracking performance metrics.
- Maintained an organized workspace at the front desk, contributing to a professional atmosphere that welcomed guests upon arrival.
- Established strong rapport with returning guests while building new connections with first-time visitors.
- Promoted upselling opportunities to maximize revenue through available add-ons and packages.
- Collaborated with housekeeping and maintenance departments to ensure rooms were ready in a timely manner.
Assistant Housekeeping Manager
Chukchansi Gold Resort and Casino
06.2007 - 10.2014
- Monitored staff performance regularly, providing constructive feedback when necessary for continuous improvement efforts.
- Collaborated with maintenance teams to address urgent repair needs, minimizing operational downtime in guest rooms.
- Fostered a positive work culture by promoting teamwork and encouraging open communication among staff members.
- Developed strong relationships with vendors to secure competitive pricing on necessary housekeeping supplies and equipment purchases.
- Improved guest satisfaction by efficiently addressing and resolving housekeeping concerns and complaints.
- Reduced employee turnover rate through effective recruitment, interviewing, and onboarding processes for new hires.
- Coordinated special projects such as deep cleans or major event preparations while minimizing disruption to guests'' experiences.
- Ensured compliance with industry regulations by conducting regular audits of housekeeping practices and procedures.
- Managed budgets effectively while maintaining appropriate staffing levels to meet fluctuating occupancy demands.
- Achieved optimal inventory levels by accurately tracking supplies, linen, and equipment usage.
- Ensured a clean and welcoming environment, conducting thorough inspections of all areas within the property.
- Prioritized tasks according to urgency, ensuring timely completion of projects without sacrificing quality standards.
- Facilitated cross-departmental cooperation between housekeeping management team members on various initiatives.
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Placed orders for housekeeping supplies and guest toiletries.
- Communicated repair needs to maintenance staff.
- Completed schedules, shift reports, and other business documentation.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
- Increased employee performance through effective supervision and training.
- Adhered to safety protocols by enforcing proper equipment usage.
- Worked with front desk to respond promptly to all guest requests.
- Maintained facility grounds, equipment, and safety compliance.
- Prepared reports and schedules with accuracy.
Education
Some College (No Degree) - Administrative Office Professional
Institute of Technology
Clovis, CASkills
- Housekeeping/EVS scheduling
- Floor care equipment operations
- Stocking Supplies
- Cleaning practices
- Expense tracking
- Supply inventory management
- Department coordination
- Payroll administration
- Staff evaluations
- Quality improvements
- Staff management
- Employee training
Accomplishments
- Developed relationships with over 100 new clients and typically exceeded sales goals by 100 %.
- Created highly effective new Inventory that significantly impacted efficiency and improved operations.
- Consistently maintained high customer satisfaction ratings.
- Recognized as Employee of the year for outstanding performance and team contributions.
Timeline
Director of Housekeeping
Coreworks LLC
11.2020 - Current
Assistant Director of Housekeeping
Whyndham Vacation Ownership
07.2016 - 01.2019
Front Desk Manager
Black Oak Casino Resort
10.2015 - 07.2016
Assistant Housekeeping Manager
Chukchansi Gold Resort and Casino
06.2007 - 10.2014
Some College (No Degree) - Administrative Office Professional
Institute of Technology
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