ALBERT ANTHONY CRUZ

Key Projects & Sites

• Emaar Downtown Dubai: Souk Al Bahar, Old Town Island Residences, The Dubai Mall
• Major Events & Venues: Expo 2020 Dubai, COP28 UAE, Formula 1 – Yas Marina Circuit, Etihad Park (Yas Island)
• Commercial & Residential: Central Park Towers (Office & Residential), City Walk (Retail & Residences), Circle Mall – Nakheel
• Government & Corporate: Prime Minister’s Office – Emirates Towers, Dubai Development Authority, United Arab Bank, MAG
• Education & Healthcare: JESS School (Jumeirah & Arabian Ranches), Dubai Physiotherapy & Rehabilitation Center
• Media & Innovation: MBC Studios, Sharjah Research Technology & Innovation Park
• Other Key Sites: Nakheel Sales Centre & Nami

Key Responsibilities:

• Manage day-to-day cleaning and soft services operations across diverse, high-volume sites
• Lead, coach, develop, and mentor FM site teams to achieve performance and quality targets
• Ensure delivery of all client and contractor SLA and KPI requirements
• Prepare and manage operational budgets, cost controls, and financial forecasting
• Monitor facilities-related expenditure against approved budgets
• Conduct site visits for existing operations and upcoming project mobilizations
• Estimate manpower, materials, and consumables for ongoing and new projects
• Implement quality control processes, audits, and performance monitoring
• Ensure full compliance with Health, Safety, and Environmental legislation
• Conduct regular client meetings, facilities updates, and contract reviews
• Build and maintain strong client and stakeholder relationships
• Oversee administrative duties, reporting, and documentation independently

• Developed and implemented structured training programs to enhance staff skills, productivity, and service quality
• Coordinated closely with senior managers and department heads to improve cross-functional collaboration and operational efficiency
• Managed financial reporting, cost controls, and budget adherence across multiple sites
• Monitored performance metrics and KPIs to drive continuous improvement and operational excellence
• Ensured strict compliance with company policies, procedures, and governance standards
• Delivered high levels of customer satisfaction through proactive problem-solving and service recovery
• Resolved employee and operational conflicts promptly, fostering a positive and productive work environment
• Planned and allocated manpower, materials, and schedules for multiple concurrent projects
• Delegated responsibilities effectively to maximize team performance and accountability
• Oversaw daily operations across the cluster, ensuring smooth workflows and consistent service delivery

• Ensured regulatory and contractual compliance through regular audits, inspections, and corrective actions
• Coordinated closely with clients to ensure timely delivery of soft services and supplies
• Supported budgeting, cost control initiatives, and financial reporting to meet operational targets
• Managed daily facilities operations in coordination with internal FM teams and external contractors
• Liaised with suppliers for procurement of cleaning materials and consumables while maintaining budget constraints
• Implemented environmentally friendly cleaning practices, supporting sustainability and carbon reduction initiatives
• Resolved client and occupant complaints promptly, improving satisfaction and service quality
• Coordinated pest control activities to maintain hygienic and compliant workplace conditions
• Planned and delivered training programs for new hires in soft services roles
• Enhanced client experience through high-quality front-of-house services, including reception and lobby management
• Improved office aesthetics through effective oversight of landscaping and gardening services
• Ensured full compliance with health, safety, and environmental regulations
• Fostered a positive and safe working environment to improve staff morale and productivity
• Managed cleaning schedules to ensure consistently high standards across all areas
• Streamlined waste management processes to improve cleanliness and operational efficiency
• Conducted regular inspections and quality audits of janitorial services
• Coordinated with security teams to maintain safe, secure, and well-managed premises
• Carried out performance reviews and coaching of soft services staff to ensure continuous service improvement

• Oversaw the implementation of housekeeping standards across all departments, ensuring consistent compliance with brand and service requirements
• Reviewed and recommended enhancements to operating standards, SOPs, and training programs to drive continuous improvement
• Maintained expert knowledge of housekeeping systems, processes, and compliance requirements
• Managed daily shift operations, ensuring smooth handovers and uninterrupted service delivery
• Addressed and resolved employee grievances promptly to maintain staff engagement and morale
• Planned room allocations and conducted inspections to ensure high-quality guest-ready standards
• Collaborated closely with Front Office teams to align housekeeping operations with guest needs and occupancy demands
• Coordinated special projects, including deep cleaning programs, linen inventory control, and seasonal maintenance initiatives

• Managed operational budgets and monitored facilities-related expenditure against forecasts
• Reviewed supplier contracts, commercial terms, and service agreements to ensure value and compliance
• Ensured full compliance with health, safety, and environmental legislation
• Conducted regular facilities update meetings and participated in contract review sessions
• Delivered day-to-day soft services operations accurately, efficiently, and in line with service standards
• Adapted quickly to new systems, procedures, and operational requirements to improve productivity
• Consistently met tight deadlines in fast-paced operational environments
• Demonstrated flexibility by working varied shifts, including nights, weekends, and public holidays
• Resolved service issues promptly, contributing to improved customer satisfaction and service continuity
• Carried out day-to-day duties accurately and efficiently.

• Assisted in managing housekeeping operations for 844 guest rooms, including service suites and guest laundry services
• Supported the smooth daily operation of the housekeeping department covering guest rooms, public areas, offices, and laundry
• Supervised housekeeping staff and outsourced labor to ensure fair workload distribution, productivity, and service standards
• Monitored staff performance to ensure guests received prompt, courteous, and professional service
• Ensured priority guests, repeat guests, and VIPs received special attention and personalized service
• Maintained accurate linen and inventory records to ensure continuous availability and stock control
• Coordinated closely with Front Office to maintain accurate room status and support efficient guest flow
• Liaised with Engineering and Laundry teams to address maintenance issues and operational requirements
• Coordinated with external laundry service providers for daily guest laundry operations
• Assisted the Executive Housekeeper with housekeeping and laundry budget preparation and cost control
• Scheduled and supported routine inspections of occupied and vacant rooms and all public areas
• Conducted regular room inspections to ensure cleanliness, equipment condition, and maintenance standards
• Controlled consumption of guest supplies to minimize waste and control costs
• Assisted in enforcing housekeeping procedures including lost and found, key control, and health & safety compliance
• Maintained clear and continuous communication with the Executive Housekeeper on departmental matters
• Supported financial planning and budgeting for housekeeping operations
• Acted on behalf of the Executive Housekeeper in their absence, ensuring uninterrupted operations

• Served as Floor Supervisor and Housekeeping In-Charge across three high-profile properties during pre-opening phases
• InterContinental Hotel DFC (498 Rooms): Floor Supervisor – oversaw daily housekeeping operations, staff supervision, and room readiness
• Crowne Plaza DFC (316 Rooms): Floor Supervisor – managed floor-level housekeeping, staff allocation, and guest room inspections
• InterContinental Residence Suites (212 Suites): Housekeeping In-Charge – led housekeeping operations, supervised staff, and ensured service standards were met
• Contributed to pre-opening preparations, including team recruitment, training, SOP implementation, and operational readiness
• Ensured compliance with brand standards, health, safety, and hygiene regulations
• Monitored staff performance, maintained quality control, and supported smooth daily operations

• Supervised and guided Room Attendants to ensure efficient daily operations and service excellence
• Allocated guest rooms and deep-cleaning tasks to team members according to schedules and priorities
• Managed guest requests, including VIP amenities, and coordinated with relevant teams for timely fulfilment
• Conducted routine inspections of guest rooms to maintain high standards of cleanliness and presentation
• Resolved guest queries promptly and effectively, enhancing overall guest satisfaction
• Oversaw lost property procedures and ensured proper documentation
• Report maintenance issues to the Engineering Department for prompt resolution
• Assist the Head Housekeeper with staff training, onboarding, and performance development
• Ensured compliance with hotel security, fire safety, and health and safety regulations
• Collaborated with other departments to maintain smooth operations and positive interdepartmental relationships