STEPHEN FOSTER
Milpitas
Summary
Experienced hospitality leader with solid background in overseeing guest services, operations, and staff management. Strong focus on team collaboration and adaptability. Skilled in project management, customer relations, and problem-solving, with proven ability to drive operational excellence and enhance guest satisfaction. Reliable and flexible, excelling in dynamic environments and effectively meeting changing needs.
Overview
26
26
years of professional experience
Work History
Director of Rooms and Guest Services
Doubletree by Hilton
07.2024 - Current
- 505 Guest Rooms / 56,349 sq ft event space
- Achieved over 95% in Housekeeping overall cleanliness.
- Increased cleanliness score - Q1 (42%) to Q2 (68.9%).
- Received Q2 most improved Room Quality & Overall most improved Cleanliness Score within company.
- Led cross-departmental teams to enhance guest satisfaction and operational efficiency.
- Developed and implemented strategic initiatives to optimize room occupancy and revenue management.
Director of Operations
Hilton Oakland Airport
07.2023 - 07.2024
- 360 Guest Rooms / 15,000 sq ft event space
- Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
- Conducted monthly liquor inventory checks to ensure stock accuracy
- Identified opportunities to increase revenues in bar while reducing FTE's.
- Identified opportunities to increase revenues in bar
- Implemented cost-control measures to minimize expenses while maintaining high service standards.
Director of Rooms
Hilton San Jose
05.2021 - 07.2023
- 354 Guest Rooms / 26,410 sq ft event space
- Directed room operations, enhancing guest satisfaction through streamlined processes and staff training.
- Increase service standards, TripAdvisor ratings from #26 to #18
- Received 97% on hotel QA Audit for cleanliness and compliance
- Oversaw budgeting and forecasting, aligning departmental goals with hotel revenue objectives.
Director of Front Office Operations
Millenium Hilton NYC
03.2019 - 09.2020
- Oversaw daily operations of unionized Front Office team including Front Desk, Bell Attendants, and Door Attendants, ensuring smooth service delivery
- Managed upsell program and increased incremental revenue by 20k (2018/19v2019/20)
- Coordinated payroll, scheduling, and guest and team member relations while resolving guest service complaints to enhance satisfaction
- Directed upsell program, resulting in incremental revenue increase of $20k (2018/19 vs 2019/20)
- Directed front office operations, optimizing guest services and enhancing overall customer experience.
Director of Housekeeping
Millenium Hilton NYC
07.2012 - 03.2019
- 561 Guest Rooms
- Developed team members and managers through hands-on training, enhancing skills and performance
- Completed guest and VIP room inspections, ensured adherence to cyclical cleaning programs, and communicated scores during daily standup and monthly meetings for accountability
- Ensured accurate payroll distribution for all staff
- Inventory and checkbook control
- Work positively in a diverse team environment
Director of Housekeeping
Hamilton Park Hotel & Conference Center
10.2006 - 11.2011
- 219 Guest Rooms / 27,000 sq ft event space
- Directed Housekeeping & Laundry Department, public space, and fitness center operations
- Renovated hotel and developed comprehensive housekeeping training program
- Executed regular cleaning schedules for all areas
Director of Housekeeping
Embassy Suites Battery Park
06.2004 - 09.2006
- 463 Guest Rooms / 30,000 sq ft event space
- Managed labor relations with union delegates and business agents to resolve issues promptly
- Conduct daily detailed inspections
- Prepared schedules and reports while ensuring optimal staffing levels for operational efficiency
- Led housekeeping operations, ensuring high standards of cleanliness and guest satisfaction.
Assistant Director, Housekeeping
Hilton New York
06.2000 - 06.2004
- 1,878 Guest Rooms / 151,000 sq ft event space
- Managed housekeeping & Public Area Operations to ensure high standards of cleanliness and guest satisfaction.
- Coordinated inventory management processes for cleaning supplies and equipment across multiple departments.
Chief Housekeeper M/S Navigator of the Seas
Royal Caribbean Cruise Lines
07.2003 - 11.2003
- 1,674 Guest Rooms / 53,378 sq ft of event space
- Managed housekeeping staff to ensure adherence to cleanliness standards and protocols.
- Implemented efficient cleaning procedures, enhancing overall guest satisfaction on board.
- Trained new employees in best practices for maintaining guest cabins and public areas.
Education
Diploma -
State of New York
Hospitality Certificate -
Cornell University
Food Handler Certificate - ServeSafe Alcohol Training
ServSafe
Skills
- Guest satisfaction - Guest service
- Employee engagement - Team Leadership
- SDS
- Computer skills
- Staff development
- Performance analysis
Timeline
Director of Rooms and Guest Services
Doubletree by Hilton
07.2024 - Current
Director of Operations
Hilton Oakland Airport
07.2023 - 07.2024
Director of Rooms
Hilton San Jose
05.2021 - 07.2023
Director of Front Office Operations
Millenium Hilton NYC
03.2019 - 09.2020
Director of Housekeeping
Millenium Hilton NYC
07.2012 - 03.2019
Director of Housekeeping
Hamilton Park Hotel & Conference Center
10.2006 - 11.2011
Director of Housekeeping
Embassy Suites Battery Park
06.2004 - 09.2006
Chief Housekeeper M/S Navigator of the Seas
Royal Caribbean Cruise Lines
07.2003 - 11.2003
Assistant Director, Housekeeping
Hilton New York
06.2000 - 06.2004
Food Handler Certificate - ServeSafe Alcohol Training
ServSafe
Hospitality Certificate -
Cornell University
Diploma -
State of New York