Rosa Colon-Santana

Results-oriented Operations and Hospitality Manager with extensive experience leading hotel and housekeeping operations, supervising teams, improving operational efficiency, controlling costs, and delivering high levels of customer satisfaction. Proven ability to manage staffing, scheduling, budgets, inventory, training, quality standards, and client relationships. Experienced in developing performance metrics, streamlining workflows, resolving customer concerns, and leading cross-functional teams toward organizational goals.

Housekeeping Manager - Linchris Corporation - Middletown, CT

(2023-05 - 2025-08)

• Delegated tasks, conducted inspections, and promptly resolved housekeeping complaints to maintain service quality.
• Supervised, coached, and mentored staff on best practices, procedures, and protocols to support smooth program and operational adoption.
• Collaborated with front desk personnel to respond promptly to guest requests and promote a positive guest experience.
• Created schedules, shift reports, and business documentation to coordinate housekeeping operations.
• Assigned housekeeping staff to specific shifts and room blocks based on employee abilities and daily operational requirements.
• Established a hands-on, proactive management style to improve workflow and room turnover.
• Managed full-cycle household cleaning services, including business development and client relationship management.
• Monitored expenses and inventory to support optimal budget management.
• Managed cleaning chemicals and equipment while ensuring safety and compliance standards.
• Coordinated housekeeping crews and conducted inspections of assigned areas to ensure quality standards were met.
• Facilitated communication among housekeeping personnel to ensure that assigned areas consistently met established standards.

General Manager - Comfort Inn Hotel - Naugatuck, CT

(2021-04 - 2022-11)

• Directed operational strategies to enhance efficiency and streamline workflows across multiple departments.
• Implemented performance metrics to monitor team productivity and drive continuous improvement.
• Oversaw budget management and ensured resources were allocated according to organizational goals and objectives.
• Led cross-functional teams in achieving project milestones and operational deadlines.
• Developed employee training programs that improved staff skills, retention, and satisfaction.
• Evaluated market trends to support strategic planning and maintain a competitive position within the hospitality industry.
• Spearheaded process optimization initiatives that reduced operational costs while maintaining service quality standards.
• Cultivated relationships with key stakeholders to improve communication and alignment on organizational initiatives.

Housekeeping Manager - Omni Hotel & Resorts - New Haven, CT

(2022-02 - 2022-11)

• Conducted detailed inspections of designated areas with housekeeping teams to uphold quality standards and enhance customer satisfaction.
• Oversaw daily housekeeping operations to maintain cleanliness standards and ensure guest satisfaction.
• Improved employee performance through effective supervision, coaching, and training.
• Trained and mentored staff on effective cleaning techniques and proper equipment usage.
• Enhanced employee performance through targeted supervision and training.
• Collaborated with management to develop long-term strategies for housekeeping and janitorial operations.
• Coordinated housekeeping schedules, inspections, and operational requirements to maintain consistent service quality.

Housekeeping Manager - Hampton Inn & Suites by Hilton - East Hartford, CT

(2020-11 - 2021-12)

• Conducted inspections of designated areas with housekeeping staff to uphold quality standards and enhance customer satisfaction.
• Oversaw daily housekeeping operations while maintaining cleanliness standards and guest satisfaction.
• Increased employee performance through effective supervision and training.
• Trained and mentored employees on cleaning techniques, procedures, and equipment usage.
• Implemented targeted supervision and training initiatives to improve employee performance.
• Collaborated with management to develop long-term housekeeping and janitorial strategies.

General Manager - Clarion Hotel and Casino - Hamden, CT

(2016-07 - 2020-10)

• Streamlined staff scheduling and inventory management using Google Sheets, achieving approximately 30% greater operational efficiency and a 15% reduction in costs while maintaining high cleaning standards.
• Directed daily operations and ensured alignment with strategic objectives and efficient resource utilization.
• Oversaw budget management and optimized expenses while maintaining quality standards across departments.
• Implemented performance metrics to evaluate productivity and support continuous improvement initiatives.
• Supervised staff and coordinated daily hotel operations to maintain service quality and operational efficiency.

Associate of Applied Science - Criminal Justice - Rasmussen University (2027-02)

High School Diploma - Adult Education