Eric Gonzalez

Eric Gonzalez

Work History

Work History

EXPERIENCE SUMMARY

HOUSTON MARRIOTT WEST- LOOP, Houston, TX USA

Premiere luxurty full service hotel located in the heart of the Galleria Area featuring 302 rooms and more than 17,000 sq-ft of Function Space. http://www.marriott.com/houwl

Housekeeping Manager 2008 to Present

Manage hotel’s Housekeeping Division operations directly overseeing 2 Supervisors and a staff of 35 who service Housekeeping, Public Areas, Laundry, Guest Relations, FitnessCenter and Pool Area.

·Accountable for personnel decisions such as hiring and terminations, promotions, vacations and other scheduling matter and trainings.

·Oversee and direct staff to be in compliance with hotel’s high quality standards, policies and procedures.

·Participate in strategic planning and goal setting for the Rooms Division. Anticipate critical situations (operational and financial) and plan effective solutions to expedite these situations.

·Manage the department’s budget, forecasting, cost management and control, payroll and inventories.

·Resolve problems arising from guests’ complaints to ensure maximum satisfaction of guest services.

·Served as trainer/coach/facilitator for groups and individuals, including delivering seminars in international locations.

HORSESHOE BAY RESORT MARRIOTT, Austin, TX USA

Four-Diamond Award full service resort featuring 349 Rooms, 11350 sq-ft Function Space, 3 Robert Trent Jones,Golf Courses, full-service spa, private beach, and 4 outdoor pools. http://www.marriott.com/aushb

Housekeeping Manager 2006 to 2008

Managed work team of 65 people, including 5 supervisors servicing Housekeeping, Laundry, Recreation, SPA, FitnessCenter. In charged of

·Accountable for interviewing, hiring, training, evaluating, coaching and developing of the team.

·Managed all financial aspects of assigned departments, including monthly inventory of Guest Supplies, Linen, Terry, Chemicals and Uniforms.

·Responsible for productivity and sales controls of all departments as well as the productivity index of eachdepartment.

·Facilitated trainings and meetings in order to improve hotel operations and reduce product and service issues.

·Served as part of QA (Quality Assurance) Committee, performing monthly audits to ensure brand standards accuracy. Developed new local standard operation procedures.

HOUSTON MARRIOTT MED-CENTER HOTEL, Houston, TX USA

Full service, 386 room-hotel attached to TexasMedicalCenter Buildings.8500 sq ft of Meeting Space. http://www.marriott.com/houmc

Front Desk Manager2005 to 2006

Managed work team of 26 people, including 5 supervisors. Responsible for interviewing, hiring, training, evaluating, coaching and developing the team.

·Accountable for all financial aspects of Front Office departments such as budget construction, month/year projections, profit and flow through achievement. Handle Guest and Office Supplies purchase, inventory and expense control.

·Inspired excellence of service and created memorable guest experience. Handled guest satisfaction and employee satisfaction index in a competitive market/ region.

JW MARRIOTT MEXICO CITY, Mexico City, Mexico

Luxury hotel property with 312 rooms located in the exclusive Polanco District. 9386 sq ft Function Space. http://www.marriott.com.mx

Front Desk Manager2004 to 2005

Served as Department Head duties consist of maintaining a high level of excellent service, acting as Manager on Duty during shift.

·Experienced in working in a high stress environment.

WOODLANDS WATERWAY MARRIOTT HOTEL & CONVENTION CENTER, Woodlands, TX

341-Room full service hotel and convention center property. 70 000 sq ft of Function Space http://www.marriott.com/houmw

Front Desk Supervisor2002 to 2004

Participated on hotel opening, setting up offices, installing equipment and putting together guest rooms.

Front Desk Supervisor: At Your Service (PBX department), BusinessCenter, Executive VIP Lounge, Gift Shop, Bellmen, Valet and Front Desk.

MARRIOTT MEXICO CITYAIRPORT, Mexico City, Mexico

Full service 600-room property located just in front of the International Air port in Mexico City.

Concierge 1997 to 2002

Served as Guest Services Representative, arrange travel and leisure reservations.

Member of the Golden Keys, participate at the International Congress in AthensGreece.

Education

Education

UNITEC

EDUCATION

University Degree in Administration (Anticipated 2009) Mexico City

Ulysses S. Grant High School (Graduated 2003) Van Nuys, CA

LANGUAGES

Fluent in English, Spanish; familiar with French

Custom

TASK FORCE ASSIGNMENTS

JW Can Cun MexicoandSan Salvador, SalvadorCentral America.

Summary

Bilingual Housekeeping Manager with an outstanding track record of profitably managing all areas of Rooms Operations while delivering excellent guest service. Experienced in hotel openings, renovations and expansions. Reputation for expertly handling customer service issues based on outstanding communication skills, ability to listen well, and resourcefulness in developing creative solutions that drive satisfaction. Skilled leader who sets clear expectations and coaches teams to deliver stellar service. Financial experience includes budget management and definitions, month/ year projections, profit and flow through achievement strategies. Core competencies include:

• Housekeeping • Laundry • SPA • FitnessCenter • Public Areas • PBX • Front Desk •

• Concierge • BusinessCenterBell stand • Executive VIP Lounge • Guest Relations •

Certifications

Certifications

Several Certifications with Marriott

Marriott International