DELHI TOBON ALEJO
Whistler
Summary
Dynamic and results-oriented leader with over 20 years of extensive experience in managing and optimizing housekeeping operations. Proven track record of enhancing operational efficiency, driving team performance, and delivering exceptional service quality in high-demand environments. Recognized for exceptional customer service, attention to detail, and commitment to quality that consistently exceeds client expectations.
Adept at cultivating motivated teams through strategic leadership, effective communication, and fostering a culture of collaboration. Skilled in implementing innovative solutions that streamline processes, improve client satisfaction, and elevate organizational standards. Expertise includes developing and executing comprehensive cleaning and maintenance protocols while ensuring compliance with safety regulations and industry benchmarks.
Ready to leverage a wealth of expertise, a passion for operational excellence, and a proven ability to lead high-performing teams, driving success in dynamic and fast-paced organizations.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Team Leader
Clean Perfect
12.2022 - Current
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
- Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
- Led employee relations through effective communication, coaching, training, and development.
- Collaborated with senior management on strategic planning efforts, aligning departmental objectives with overall company vision.
- Empowered employees to take ownership of their roles by delegating tasks appropriately, resulting in heightened job satisfaction.
Executive Rooms Manager
Live Aqua Beach Resort Cancun
11.2011 - 12.2022
- Lead a team of 150 staff, implementing stringent housekeeping standards that improve guest rooms and common areas scores by 15% within the first year
- Created a successful employee recognition program that boosted staff morale and reduced annual turn over by 25%
- Revamped inventory control practices, ensuring a 30% reduction in waste and a consistent availability of necessary supplies.
- Performing relevant training and exceptional interpersonal skills with the latest housekeeping and laundry technology experience in order to provide the highest level of cleanliness and customer satisfaction
- Enforced set procedures for the acceptance, safety, and return on guest lost & found items.
- Maintained room quality derived from AAA 4 diamonds service awards
- Evaluated key performance indicators regularly, identifying areas of opportunity for enhanced efficiency and guest satisfaction.
- Developed and maintained procedures for handling guest complaints, resulting in increased customer loyalty.
- Maintained up-to-date knowledge of industry trends, incorporating best practices into daily operations when applicable.
- Monitored staff performance, providing coaching and feedback for continuous improvement.
- Implemented innovative solutions to maximize room occupancy rates and revenue generation.
- Coordinated with other hotel departments to ensure seamless guest experiences during their stay.
Executive Housekeeping Manager
Hospital Puebla
06.2010 - 07.2011
- Maintained efficiency and labor cost goals
- Scheduled staff in keeping with labor standards
- Enforced policies and procedures
- Monitored and maintained level of sanitation in rooms, storage areas, laundry and restrooms
- Helped in development of the yearly budget
- Created a high quality work environment
- Created continuous improvement of cleaning services programs
- In-depth knowledge of property, laundry services, training, purchasing, renovations, safety and accommodation
Light Duty Cleaner
Whistler Resort Cleaners And Caretakers
03.2008 - 02.2010
- Provided exceptional customer service when interacting with clients during on-site visits or via phone calls regarding inquiries about services offered or feedback received.
- Delivered exceptional results under tight deadlines while adhering to company policies and procedures.
- Demonstrated excellent teamwork skills through collaboration with fellow cleaners on large projects.
- Boosted customer satisfaction scores by consistently delivering top-notch cleaning services.
Education
Tourism Business Administration
Universidad Cuauhtemoc
Puebla, Mexico08.1993
Skills
- Problem-solving abilities
- Productivity and time management
- Customer service
- Attention to detail
- Multitasking and organization
- Team collaboration
Accomplishments
- Best Adults Only Resort by Travel and Leisure 2012.
- 2nd Best Hotel In Cancun by TripAdvisor 2022.
- Awarded Coach of the year 2015.
- Successful task force conversion at Fiesta Americana Los Cabos from EP to All Inclusive Resort.
- Successful New Opening at Grand Fiesta Americana Puerto Vallarta.
- Successful New Opening at Live Aqua Boutique Playa del Carmen.
- Successful New Opening at Live Aqua Monterrey and Grand Fiesta Americana MTY.
Hobbies and Interests
- Gym Training
- Dance Workout
- Read
- Music Lover
- Snorkeling
- Snowy days and a fireplace
- Watch movies
- Travel
- Taste New restaurants
Languages
Spanish
Native or Bilingual
English
Professional Working
Certification
Effective Management Action.
Strategy Planning and Execution.
Personal Skills Management.
Effective Emotions Management.
Training Instructions Workshop.
Neurolinguistic Programing.
Posadas Service School.
ISO 9002 Standard Services.
Leadership Workshop.
National Labor Award 2017.
Clifton Strengths Gallup.
Balance Score Card Workshop.
Covid Protocols 2020.
Strategic Research and Management.
Guest Service Operation Integration Workshop.
Coaching Workshop Part 1 and 2.
McGhee Metodologies Preparation.
Timeline
Team Leader
Clean Perfect
12.2022 - Current
Executive Rooms Manager
Live Aqua Beach Resort Cancun
11.2011 - 12.2022
Executive Housekeeping Manager
Hospital Puebla
06.2010 - 07.2011
Light Duty Cleaner
Whistler Resort Cleaners And Caretakers
03.2008 - 02.2010
Tourism Business Administration
Universidad Cuauhtemoc
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