Mihaela C. Mihai
930 Northeast 26th Avenue, Hallandale Beach, Florida 33009
786.395.6427 mihaelacristina_mihai@yahoo.com
-=Community Association Manager | Property Manager=-
»»»Qualifications Profile
Results-driven, client-focused, and goal-oriented professional, offering comprehensive experience in managing diverse properties, hotels, and residences operations; combined with proven expertise in developing and maintaining vendor contracts; as well as overseeing renovation projects, while ensuring on-time and under budget delivery.
»»»Areas of Expertise
Property and Hotel and Residences Operations
Project Management and Execution
Contract Administration
Budgeting and Expense Control
Regulatory Compliance
Property Management, Renovation, and Maintenance
Profitability Improvement and Cost Saving
Program Development and Deployment
Sales Improvement and Program Execution
Employee Engagement and Vendor Relations
Customer Service and Guest Satisfaction Improvement
Housekeeping Operations Management
»»»Education
Bachelor of Science in General Studies, Sep 1994
University of Sciences and Arts, Bucharest, Romania
»»»Professional Development
License
Licensed Community Association Manager, State of Florida (Date Issued: Nov 2020)
Department of Business and Professional Regulation (DBPR)
Certification
Starwood Hotel and Resort Trainee Certification
St. Regis Bal Harbour
Training
The Customer and You Program
Miami Dade College–School of Continuing Educational and Professional Development
Superior Service International Institute of Modern Butlers
Rosewood Hotel and Resort Leading and Managing with Five Stars Service
Acqualina Resort
»»»Professional Experience
»Hilton Hotel and Residences, Fort Lauderdale Beach Resort, Fort Lauderdale, FL
»Director of Housekeeping – 374 Condo Units (4-Star/4-Diamond Hotel) Oct 2019–Aug 2020
•Served as a member of the Executive Committee in charge of providing hands-on leadership, organizational and developmental support, and direction for housekeeping performance
•Guaranteed the highest level of hospitality services of the Hilton brand based on set expectations, while contributing on property’s recognition as an excellent industry accolade for being rated as a 4 Star/4 Diamond, 374 Guest Suites hotel and Residential Condominium
•Organized schedules and supervised the renovation projects as assigned while ensuring project completion within set budget and deadlines
•Worked with the director of engineering and security in overseeing daily operations, inspections, and project development
•Efficiently managed vendor contracts and contract renewals on a regular basis
•Maintained involvement in preparing annual operating budgets and monthly financial reports; controlled operating expenses; and coordinated technical and financial information with upper management
•Designed and deployed a new-hire training program and action plans for all housekeeping positions
•Closely tracked team member performance through a quantitative quality inspection scoring system based on a monthly evaluation, recognition, and rewarding of staff
•Created employee schedules in alignment with business forecast, payroll budget guidelines, and productivity requirements
•Guaranteed compliance of team members with all safety precautions and procedures in fulfilling duties
•Minimized spend and secured high-quality product by initiating loss prevention programs and inventory controls
»Solé Miami/Condo Hotel, a Noble House Resort, Sunny Isles Beach, FL
»Director of Housekeeping – 249 Condo Units (4-Star Hotel) Sep 2018–Oct 2019
•Handled expenses at maximized service levels and led the renovation project
•Ensured delivery of the highest level of hospitality and cleanliness of the property
•Carried out monthly guests and cleaning supplies inventories
•Developed and facilitated all housekeeping interviews based on established hiring procedures aligned with the Noble House Standard Operating Procedures
•Conducted thorough inspection and monitoring on all VIP special guest and resident rooms before arrival to guarantee cleanliness based on the Noble House standards, preferences, and requests
•Administered all vendor contracts and implemented company procedures regarding purchase orders, vouchers of invoices, and checkbook accounting
•Built and maintained vendor relationship to ensure compliance of delivered services with the property’s service culture
•Acquired international experience in providing customer service, organizational and developmental support, and direction for housekeeping performance of a 4-star, 249-suite hotel, and residential condominium
•Took charge of generating department budget and controlling expenses through deployment of linen, guest supply and other inventory management programs, as well as applying corrective action plans to achieve financial goals
•Arranged employee schedule in accordance with business forecast, payroll budget guidelines, and productivity requirements
»Provident Doral at The Blue Miami, a Condo Hotel, Miami, FL
»Director of Housekeeping – 240 Condo Units (AAA 4 Diamond) Jan 2017–Sep 2018
•Directed and supported overall housekeeping activities at a 4-Diamond 240-suite hotel and residential condominium to ensure delivery of the highest level of hospitality services
•Established and improved the quality of moral and ethical conduct by creating goals and group cultures for 45 associates, 5 supervisors, and 1 manager
•Initiated a floor care program throughout the resort, while leading training and projects daily
•Designed and established new hire training programs and action plans for all housekeeping positions
•Spearheaded the development and deployment of a departmental-based satisfaction program focused on motivating and inspiring associates
•Increased business profits through effective cost and labor control, standardized inventories, par levels, and new purchase payment tracking standards development
•Maximized customer satisfaction by implementing tactical initiatives that determined areas of concern and executed targeted recommendations, and generated referrals and revenue growth through customer retention
•Optimized budget productivity by driving focus on process, thus saving 25% to 30% per month
»Newport Beachside Resort and Residential Property, Sunny Isles Beach, FL
»Director of Guest Services | Manager on Duty – 339 Timeshare Units (AAA 4 Diamond) Feb 2014–Jan 2017
•Worked with the director of engineering in performing day-to-day inspections while overseeing the renovation project of 282 rooms
•Assumed accountability in coordinating arrivals, departures, group activities, and VIPs with Sales and Marketing, Reservations, Housekeeping, Engineering, and Front Desk departments
•Functioned as a project manager, responsible for actively participating in the pre-launch of the sister property “Sawgrass Grand”
Acted as the principal contact for all guest- and resident-related concerns and challenges issues while providing effective resolution and conducting follow-up to ensure client satisfaction
•Rendered oversight to the entire operations of the resort on a daily basis, including front office; valet parking; housekeeping; engineering; spa and salon (Aveda Seven Seas); food and beverage (Kitchen 305, Coconut Bar & Grill); pool and beach; as well as banquet/meeting space (15,000 sq. ft.)
•Partnered with and served as the representative of the general manager for all operational areas during his absence
•Significantly boosted sales by 15% or $250K annually by developing an upsell program for front office and reservations
•Led the establishment of a cross-training program for the PBX and Front Desk Department, thereby decreasing turnover by 29% and delivering a career path program
»St. Regis Bal Harbour Resort and Residences, Miami Beach, FL
»Housekeeping Manager – 282 Ultra-Luxury Condo Units (5 Star/AAA 5 Diamond) Nov 2011–Feb 2014
•Monitored the work performance of 70 employees while ensuring the increase of guest experience index (GEI) rating for guest room cleanliness, thus earning a spot on the top of brand/region for Starwood hotels
•Provided keen supervision to the entire department, particularly the Housekeeping Department, responsible for the establishment of start-up procedures, talent acquisition, and maintenance and recreation programs
•Offered guidance to cross-departmental teams in enhancing their efficiency and communication skills by finding opportunities as well as creating synergy through development and revision of procedures
•Utilized tactical planning methods in handling and achieving monthly and annual financial goals
•Directed all housekeeping operations and singlehandedly drove guest recognition, thus attaining 5-diamond status within four months of operating
•Boosted interdepartmental synergy by applying hotel management expertise and served as the lead during infrastructural and process improvement and implementation
»Acqualina Resort & Residences, Sunny Isles Beach, FL
»Executive Assistant Director of Housekeeping – 188 Ultra-Luxury Condo Units (5 Star/AAA 5 Diamond) Jul 2006–Nov 2011
•Oversaw all aspects of the Housekeeping Department within a 98-guest rooms and 188-residences ultra-luxury Forbes Five-Star, AAA Five-Diamond, and LHW member resort
•Effectively dealt with daily operational duties involving recruitment; staffing; labor management; equipment maintenance; guest, resident, and employee relations; disciplinary action; and various tasks and projects within the department
•Participated in the management of all related cost centers, labor, productivity, inventories, and purchasing activities
•Supported housekeeping and laundry staff in achieving a 5-star/5-diamond status
•Led the implementation, monitoring, and assessment of customer service standards
•Drove employee engagement by challenging staff and fostering team environment
•Improved vendor relationship and ensured compliance of services offered with the property’s service culture
•Increased overall guest satisfaction by 98% and optimized operational efficiency through development of new room inspection procedure which minimized overall turnaround time for guest and residents’ rooms and suites
»»»Earlier Career
Princess Cruises Lines, Santa Clarita, CA
Housekeeping Supervisor |Room Attendant | Stateroom Stewardess Feb 1997–May 2006
»»»Technical Skills
Microsoft Office Suite | INNfinity | Galaxy | Opera | PAR Springer-Miller | Nuvola | HotSOS | Unifocus
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