Maria Uzcategui

Operations Process Manager @Crown Linen

United StatesMBAExecutive Coach💼 C-level Executive🧨 ConsultingCOOTraining&Development SpecialistBusiness AnalystAssociate

A dynamic and results-oriented business professional with over 16 years of experience in the hospitality and service industry. I possess a proven track record of attention to detail and a strong ability to ensure accuracy and quality in all tasks and projects. Additionally, I excel in developing creative solutions to complex challenges. My skill set includes proficiency in data analysis, project management, SOP writing and execution, labor management, training, operational excellence audits, and much more, all underscored by a passion for customers and work team satisfaction. I am adept at project coordination and execution, demonstrating a steadfast commitment to delivering high-quality results.

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Work Background

Crown Linen, LLCOperations Process Manager

Sep. 2022Orlando, Florida, United StatesI specialize in the development and update of the data source analysis tool used for different sectors of the company’s operations. The analysis heps to increase productivity and streamline the operation’s objectives. l develop, record, and evaluate all the data collected and use the analyzing tool to share information with the executive team. In addition to my responsibilities, I administer, develop and work with the proper process needed in identifying operations recruitment and training process.

Crown Linen, LLCProduction Administration Manager

Aug. 2021 - Sep. 2022Haines City, Florida, United States

The Walt Disney CompanyHousekeeping Guest Experience Manager

Jul. 2020 - Aug. 2021Lake Buena Vista, Florida, United States• Created a houseperson checklist in HoTSOS to assist with accountability and overall public area cleanliness which has resulted on a better Guest experience. • Currently performing the role of Training and Process Manager back-up, responsible of efficiently managing labor hours to stay within the departmental financial targets. • Creatively improved start of the shift 6ft social distancing, which help with the efficiency and safety of all cast members. • Assisted the housekeeping team with the reopening of the resort by performing deep cleaning of the rooms, 5S linen rooms, linen ordering, strategizing training and operational plans to adhere with the new housekeeping 2.0 cleaning standards. • In charged of training of furloughed and new hires cast members, including leaders and identified coordinators to be responsible of the inspections of rooms and training of new cast members.

The Walt Disney CompanyResort Caretaker

Apr. 2020 - Jul. 2020Lake Buena Vista, Florida, United States• Trained all caretakers cast members on their expectations, safety and procedures during closure time. • Ensure all structural assets of the resorts were properly maintained and secure during closure by walking all buildings, FOH and BOH on a daily basis. • Responsible that all rooms were walked and had a 3 minute-flush – HoTSOS service order. Caribbean Beach resort productivity was favorable which allow to give Saratoga Springs with one of our caretaker housekeepers during the reminder of their closure. • Created checklist for custodial/utility cast member to ensure accountability with the maintenance of the resort. • Assisted Senior Leaders with putting together social distancing suggestions for BOH and FOH areas to be used by LOB at the time of opening. • Responsible of the preparation of the resort reopening and ensuring all items such as: room glasses, collateral, hair dryer bags, PathoCide bottles, coasters, laundry bags, etc, were removed from all 1,536 rooms.

The Walt Disney CompanyHousekeeping Guest Service Manager

Jan. 2020 - Apr. 2020Disney's Caribbean Beach Resort• In charged of one of the training islands and responsible of a deep clean project, balance boards roll out and onboarding new hires, I accomplished cleanliness scores move into a positive direction from January 47%, February 57% and March averaging 79%. • Selected as Program Champions to become a resource and liaison between Disney Programs participants and leadership. • Responsible of new initiatives projects such as coffee trays changed out in all king size rooms, deep clean projects, pillow purged, vacuum replacements, and ceiling fans. • Committed to build relationships with cast members and setting expectations of room cleanliness and friendliness by holding them accountable to already stablished processes and previous training.

The Walt Disney CompanyHousekeeping and Custodial Training Manager

Feb. 2019 - Jan. 2020Disney's Caribbean Beach Resort• Revamped and retrained all Caribbean Beach housekeepers on the 12 Steps Handbook standards with emphasis on friendliness and cleanliness which brought high record results of +13 and +16 respectively in June for the housekeeping department, and currently sustaining positively with both drivers. • Partnered and collaborated with Labor/Training Integration Manager to ensure all regulatory and Line of Business training were up to date to all hourly and salaried employees. • Standardized the ‘visual inspections’ to all housepersons to ensure consistency throughout the resort which complemented on the improvement of the departmental scores. • Developed and operationalized all OGs for Skyliner as a New Property Opening (NPO). Based on OGs, developed training program for Custodial Skyliner team as the first and only “flying custodial team” on Property. • Rolled out Develop You program and facilitated the professional development of 12 hourly employees. • Selected to mentor all Emerging Leaders, overseeing their Leadership Fundamentals training with emphasis on day-to-day real work situations and work closely with the Assistant Director in their assessment process.

The Walt Disney CompanyHousekeeping Guest Experienc Manager

Jul. 2012 - Feb. 2019Disney's Old Key West Resort• Saved nearly $200,000 in 2015 by reconfiguring linen rooms’ par levels and implementing proper supply inventory and ordering management. • Implemented the Develop You program which brought outstanding results on developing hourly employees into leadership roles in Grand Floridian Resort, All Start Music Resort and Port Orleans Resort. • Performed the Housekeeping Training liaison responsibility and was in charge of new hire training, regulatory training, and any other Line of Business mandatory training. • In charge of the implementation and training of the PathoSans pilot at the resort which brought positive results by getting rolled out across WDW resorts. • Provided superior leadership by leading by example and became a go-to leader for my peers and leaders when implementing strategies to improve employees and operational performances. • Performed roles as ‘back-up’ for the Process Manager, resort’s refurbishment (Rehab), Custodial operations and Duty Manager.

The Walt Disney CompanyQuality Assurance Manager (TA)

Aug. 2016 - Nov. 2016WDW - Line of Business• Responsible for performing Guest rooms and public areas quality audits focusing on cleanliness, working orders and wear and tear opportunities. • Reconsolidated data obtained from audits and shared with executives, leaders, and General Managers who then utilized this information to make important decisions in their operations. • Shared ‘best practices’ knowledge with executives and leaders that others resorts are doing to reduce cleanliness opportunities in their area.

The Walt Disney CompanyDistribution Services Manager

Aug. 2013 - Mar. 2014DC2 - Pick• Experienced with successfully managing the PICK department of a large distribution center. • Responsible for meeting financial goals, monitoring productivity goals, and leading a multi-diverse team of more than 130 Cast Members. • Streamlined Pick Operations and eliminated waste by relocating Cast Members to a closer department. This achievement reduced labor and transportation costs to approximately $5,800 per month. • Streamlined managers’ admin time by implementing user-friendly Excel spreadsheets, that reduced office time from 1 hour to 15 minutes and resulted on increasing leadership time on the production floor.

The Walt Disney CompanyTextile Services Manager

Aug. 2008 - Jul. 2012Housekeeping Plant (TSA)• Actively engaged Cast Members to take action around safety by becoming a Safety Champion, facilitating bi-weekly Safety committee meetings, fire drills, and Safety near miss/time-out contests. • Created a time-out contest to engage Cast Members into the Safety culture. The contest was implemented at the other two plants and lowered the overall Safety rate from 7.3% in 2011 to 6.16% in 2012. • Responsible for weekly scheduling of over 110 Cast Members. Efficiently managed labor hours and reduced overtime rate from 10% to 4% by July 2012. • Performed monthly audits of OE budget and replacements, and implemented a new wash formula to reduce the amount of discard of culinary aprons from 40% to 20%. • Responsible for exceeding financial and operational performance results by reducing the overall cost per piece from $0.486 in 2011, to $0.455 in 2012, resulting on $12,000 on savings