Ricardo Villa

About Ricardo Villa

D I R E C T O R O F H O U S E K E E P I N GCompetent and dependable Housekeeper with over 20 years experience in private residences as well as large hotels; valued for impeccable standards in maintaining a clean, sanitized, tidy and pleasant environment for hotel guests and clients. Skilled at selecting the best tools and methods for all cleaning jobs; seasoned hospitality professional with significant international experience, specializing in customer service, who communicates and collaborates effectively with all levels of personnel by relying on excellent communication skills, outstanding customer service; excels under tight deadlines, while anticipating and averting potential problems by proactive streamlining processes; courteous service professional with a strong dedication to exceeding expectations; fast learning, enthusiastic and eager to be part of a customer service-oriented team. Cost Efficient Budgeting Quality Assurance Business Management Forecasting Loss Prevention Process Improvement Labor Control Purchasing C O R E C O M P E T E N C I E S Laundry Bilingual Scheduling Inventories Hiring Training Guest service or customer service Detailed and Organized Team Training & LeadershipA C H I E V E M E N T S Awarded Manager of Quarter and Manager of year 2019. Increased cleanliness scores (SALT) from Mid-40s to high 70’s within 18 months. Quality Assurance cleaning scores of 98% for 40-year-old property. Implemented labor cost savings by eliminating contract labor (60% of staff, originally) within 18 months

Experience

1. Housekeeping Manager

   Isleta Resort & Casino

   Sep 2022 — Present · Albuquerque, NM, US

   Managed all facets of the Housekeeping and Laundry Departments, ensuring high levels of guest service satisfaction. Established and implemented operational standards and accountability of team. Recommended changes that could improve service and increase operational efficiency. Coordinated teamwork with other departments operating to ensure that services are provided in an efficient and timely manner. In charge of the following: Expense and labor budgeting, scheduling, purchasing responsibilities - linen, guest supplies, uniforms, hiring, on-boarding, training and payroll for department. Utilize Medallia Guest Service (SALT) scores to gauge performance of staff, incentivized team to strive for “10’s”, encouraging staff buy-in to perform to a higher standard.