Tom Balarezo
Breckenridge
Summary
With a proven track record at Breckenridge Grand Vacations, I excelled in enhancing team performance and guest satisfaction through effective quality assurance and problem-solving. Spearheaded the development of an onboarding process, significantly improved operational efficiency, and led a team of 70+ to align with company culture, showcasing my leadership and interdepartmental teamwork skills.
Overview
5
5
years of professional experience
Work History
Housekeeping Manager
Breckenridge Grand Vacations
03.2023 - Current
- Developed and implemented an onboarding process and educational materials to effectively integrate new hires, outlining their training and responsibilities from day one.
- Managed the hiring process for the housekeeping department by utilizing UKG/Paylocity platforms to track application progress, conducting screening calls, and evaluating profiles and documentation to identify top candidates.
- Proactively engaged in self-directed learning to deepen departmental expertise, identify solutions to challenges, and remained highly coachable to continuously improve performance.
- Utilized organizational tools such as OneNote, Teams, Planner, and Excel to efficiently track and manage departmental tasks and workflows.
- Managed a team of 70+ team members orienting us towards BGV Culture and Purpose.
- Conducted a comprehensive audit of housekeeping practices to ensure compliance with HR policies.
- Actively gathered feedback through listening sessions and developed action plans to address team concerns, improve operations, and enhance workplace morale.
- Conducted regular performance evaluations for housekeeping staff, identifying areas for improvement and providing constructive feedback for professional development.
- Collaborated with other departments to coordinate tasks to reach a specific common goal and reach alignments within the property and companywide.
- Supervised team of housekeeping workers to constantly improve quality of cleanliness and safety standards.
- Investigated internal and external customers complaints and resolved issues to increase customer satisfaction and establish trust.
- Optimized labor costs and operational efficiency by managing schedules, reports, payroll records, and staffing adjustments based on occupancy levels.
- Assisted in budget creation for the Housekeeping Department, ensuring accurate forecasting of expenses related to staffing, supplies, equipment, and other costs.
Resident Manager
Breckenridge Grand Vacations
11.2022 - Current
- Reported and documented maintenance requests.
- Conducted inspections of property ground, building, and amenities to identify maintenance concerns.
- Guided arriving guests through our procedures and policies to ensure a smooth stay and a peaceful environment.
Assistant Housekeeping Manager
Breckenridge Grand Vacations
02.2022 - 03.2023
- Trained and mentored all new personnel to maximize the quality of service and performance.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Held classes to teach staff facility procedures.
- Evaluated employee performance and developed improvement plans.
- Completed schedules, shift reports, and other business documentation.
- Made advanced use of TSW and HotSOS getting important reports to assure compliance with cleaning standards.
Room Inspector
Breckenridge Grand Vacations
08.2021 - 02.2022
- Collaborated with various team members to meet guests' requests.
- Trained housekeeping staff on cleaning protocols.
- Inspected guest rooms for compliance with cleanliness standards.
- Trained and mentored all new personnel to maximize quality of service and performance.
- Worked with front desk to respond promptly to all guest requests.
- Drove improvements to workflow and room turnover with hands-on, proactive management style.
Housekeeping Room Attendant
Breckenridge Grand Vacations
08.2020 - 08.2021
- Engaged with guests on room requirements and amenities to promote overall satisfaction.
- Trained new employees on departmental procedures and provided assistance in finding cleaning supplies and accomplishing without standards.
- Used HotSOS to update the status of each guest room and record maintenance needs.
Education
Bachelor of Science - Food Sciences And Technology
Escuela Politécnica Del Litoral
Guayaquil, Guayas02.2020
Skills
- Quality Assurance and Control
- Employee Performance Reviews
- Customer Service
- Team Performance Management
- Increasing Engagement
- Interdepartmental Teamwork
- Payroll Knowledge
- Staff training and development
- Problem-solving
Timeline
Housekeeping Manager
Breckenridge Grand Vacations
03.2023 - Current
Resident Manager
Breckenridge Grand Vacations
11.2022 - Current
Assistant Housekeeping Manager
Breckenridge Grand Vacations
02.2022 - 03.2023
Room Inspector
Breckenridge Grand Vacations
08.2021 - 02.2022
Housekeeping Room Attendant
Breckenridge Grand Vacations
08.2020 - 08.2021
Bachelor of Science - Food Sciences And Technology
Escuela Politécnica Del Litoral
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