Andrés Need has over 15 years of experience in hotel operations and management, including roles as Director of Housekeeping. He is skilled in budgeting, training, quality assurance, and customer service. His experience spans properties like Hotel Capstone, Aloft Tallahassee, and Hilton Daytona Beach. He has a track record of reducing costs while improving guest satisfaction scores.

1. A N D R É S N E E D
1903 Hackberry Ln Apt 7B Tuscaloosa, AL 35401
Mobile: (504) 272-4172 Email: luxhotelier@gmail.com
Customer-focused and service-oriented with strong expertise in operational planning with an emphasis on budget
management while delivering unparalleled service to ensure optimal guest satisfaction.
Hotel Capstone, Director of Housekeeping, 3/2014 to Present
Oversee the daily operations of the Housekeeping and Laundry department. Conduct building, grounds and room
inspections to ensure optimum quality and note deficiencies and recommend improvements. Maintain frequent
communication with the General Manager, Engineering and Front Office on relative matters. Forecast and expedite
budget, payroll and scheduling. Streamlined and organized guest room and cleaning supply inventory for optimal
cost reduction. Identified training needs and developed formal training plans and implemented training sessions.
Key accomplishments:
• Instituted a general cleaning program that ensures all rooms are completed a minimum four times annually.
• Reduced labor by 15% with more efficient cleaning as well as streamlining the laundry process.
• Increased guest room cleanliness scores from 70th
percentile to the 90th
percentile.
• Developed and instituted the hotel’s customer service training program.
• Conduct customer service training during new hire orientation.
• Collaborated with ownership with the design of the newly rooms and lobby renovation.
Hunter and Harp Hospitality: Program Administrator 7/2013 to 12/2013
Co-developed and delivered a customer service program that instituted hospitality best practices in the health care
industry, in particular at Tallahassee Memorial Hospital. Maintained frequent communication with all physicians,
managers and the Emergency Department Director and personnel to ensure the quality of the program as well as
it’s effectiveness with patients.
Key accomplishments:
• Developed and delivered customer service training related material for TMH colleagues.
• Developed “care cards”, which evaluated colleague service delivery to improve guest services.
• Gathered all patient related data and comments, developed critical paths and delivered with action plans.
• Patient satisfaction scores weekly averaged in the 90th
percentile.
Aloft Tallahassee: Operations Manager/Assistant General Manager 3/2012 to 7/2013
Assisted the General Manager in administering and managing the hotel’s overall operation. Responsible for the
hotel’s operation in the absence of the General Manager. Directed and coordinated the Rooms Division daily
operations, including Front Office, Housekeeping and Engineering. Monitored Q.A. results daily as well as
comments and inquiries through all social media outlets. Responsible for all H.R. functions, billing, account
receivables, payroll, labor and inventory control as well as approving weekly schedules. Established and
maintained effective employee relations as well as delivered training-related materials, evaluate, interview,
developed and counseled staff.
Key accomplishments:
• Conduct daily room inspections for quality assurance which scored in the 90th
percentile.
• Instituted a room cleaning program that reduced labor by 15%
• Developed a guest tracking form that proactively addressed and resolved guests opportunities which
increased overall guest satisfaction to the top five of Aloft Hotels nationally.
• Lead management meetings that evaluated and improved guest services, as well as employee relations.
• Participate in the hotel’s community initiatives assisting convicted felons transition to society, raise funds for
autism awareness and breast cancer research.

2. A N D R É S N E E D
Hilton Daytona Beach, FL: Assistant Director Housekeeping 8/2010 to 2/2012
Responsible for the daily operations of the housekeeping and laundry departments. Maintained frequent
communication with the Director of Housekeeping, Engineering and the Front Office on all matters. Conducted
room inspections daily of show rooms and rooms of V.I.P’s. Monitored the budget and payroll as well as the guest
room inventory and developed weekly schedules. Established and maintained effective employee relations as well
as delivered training-related materials, evaluated, interviewed, developed and counseled staff.
Key accomplishments:
• Created and instituted a room inspection form for quality assurance.
• Developed a guest tracking form to proactively address guest’s needs.
• Co-direct the SALT committee that evaluates and plans improve guest services.
• Participated in the hotel’s community initiatives particularly feeding the homeless, speaking with
underprivileged children and raising funds and walked for autism awareness.
Marriott Convention Center New Orleans: Night Auditor, 1/2009 to 4/2010
Greeted guest’s in a warm and friendly, professional manner and assisted with all requests and services according
to Marriott standards. Checked-in arriving guests as well as checked-out departing guests in a timely manner.
Assisted with luggage and lock-outs when requested in addition to in-house services and reservations. Audited,
balanced and reported food & beverage outlets, rooms and front desk charges, to provide accurate, timely
information and to ensure hotel policies and procedures are followed and to prevent fraud. Ensured food and
beverage cash and credit operations to include but not limited to checks, over/short figures/tally sheets, deposits,
counts, house charges, promotional materials, postings, etc. entailed accurate, timely information. Audited daily all
front office operations to include but not limited to; room charges, phone calls, valet parking, zero balance folios,
corrections, adjustments, taxes, disputed charges, over/short figures, deposits, etc. to ensure accuracy and verify
proper cash handling procedures were followed.
Chateau Sonesta New Orleans, LA: Director of Housekeeping, 11/2007 to 2/2009
Oversaw the daily operations of the Housekeeping and Laundry department. Inspected rooms of VIP’s as well as
“Show Rooms” to ensure four diamond quality. Maintained frequent communication with the Operations Manager,
Engineering, and Front Office on relative matters. Forecast and expedited the budget, maintained payroll and
approved all schedules. Controlled housekeeping inventory. Established and maintained effective employee
relations throughout the hotel. Identified training needs and developed formal training plans and implemented
training sessions.
Key accomplishments:
• Directed the rooms conversion of the hotel from Sonesta to Wyndham one week prior to forecast deadline,
• Reduced labor by 20% with more efficient cleaning as well as streamlining the laundry process.
Astor Crowne Plaza New Orleans, LA: Assistant Director Housekeeping, 2004 to 2007
Responsible for the daily operations of housekeeping and laundry departments. Maintained frequent
communication to the Director of Housekeeping as well as Engineering and, Front Office on all matters. Inspected
rooms of VIP’s as well as “Show Rooms” to ensure AAA four diamond quality. Monitored the budget, payroll,
managed inventory and created weekly schedules. Established and maintained effective employee relations.
Delivered training-related materials, interviewed, developed, counseled, and evaluated staff.
Key accomplishments:
• Directed the Rooms conversion of the Alexa Hotel to Crowne Plaza two weeks prior to forecast deadline.
• Oversaw room remediation project that enabled the hotel to re-open one month post hurricane Katrina.

3. EDUCATION
Xavier University New Orleans, Louisiana - Biology