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Assistant Complex Director of Housekeeping Resume Example

Resume Score: 80%

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ASSISTANT COMPLEX DIRECTOR OF HOUSEKEEPING
Professional Summary

Professional Summary
The energetic Hotel Manager is passionate about delivering superior service to the guest. In developing and training teams, effectively passing quality assurance (QA), overseeing Housekeeping and the front office. Proficiency in planning, organizing, scheduling, maintaining budget standards. Resourceful in the recruitment, Customer service, and relationship skills to build networks With clients, customers, and various management levels. Expert communicator and passionate about fostering a positive and results-oriented team culture.

Work History
Casa Marina & Reach A Waldorf Astoria Resorts - Assistant Complex Director of HousekeepingKey West, Florida03/2019 - 12/2019
  • Supervised daily operations of a four-diamond luxury resort with 466 rooms, including employee performance, preventive maintenance, and safety, passing quality assurance inspection for the first time in five years with the score of 96.1
  • Constant communications between housekeeping, the front office, and engineering to ensure guest needs at met according to brand standard, and inspecting all VIP arrival.
  • Accountability and results from team members in their role to ensure guest experience exceeds expectations
  • Daily Review of salt comments and scores and address guest complains with housekeeping managers and supervisors, and hold team member accountable
  • Conducting weekly training of team members to ensure the brand standard is met.
  • Provides the teamwith the vision, direction, and the training tools to reach their goals
  • Conduct regular departmental meetings to keep colleagues informed of policies and procedures, special events, further improvement plans, and Guest comments
  • Investigated and resolved customer complaints to foster satisfaction
  • Strives to improve service performance through training and coaching
  • Proactive in handling problems, including anticipating, preventing, identifying and solving problems as necessary
  • Review Housekeeping staff's worked hours for payroll compilation and timely submit to accounting for processing
  • Daily morning walk to ensure the property is presentable for our guest and address issues that need to be corrected with managers and supervisors
  • Ability to hire the right team member with the skills needed to meet and exceed expectations in regards to brand standards. Ability to Coach, train, retain and mentor team members, and holding them accountable.
  • Ability to deliver to customer expectations and brand standards
  • Drove continuous commitment to product quality and safety, reducing laundry downtime and overtime with effective budgeting and assignation of talents as well as resources
  • Budgeting, cost containment, labor costs and time allotments for minutes per room", laundry and purchasing, inventory control and scheduling according to forecast with focus on the bottom line
  • Conduct daily walk-through of public area and guest rooms with attention to details to ensure cleanliness meets brand stand
  • Empowers employees to provide excellent customer service
  • Develops goals and expectations for reporting managers.
  • Review employee satisfaction results to identify and address employee problems or concerns.
  • Communicates expectations recognize performance and produce desired business results
  • Manages employee progressive discipline procedures for areas of responsibility
  • Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team
Wyndham Ocean Ridge - Director of HousekeepingEdisto Island, SC04/2017 - 03/2019
  • Managing a staff of 70 Housekeepers, supervisors, housemen, and drivers
  • Manage the cleaning of 251 timeshare units and public areas.
  • Directs staff to strive for continuous improvement in all areas of responsibility
  • Interviews and hires management and hourly employees with the appropriate skills to meet the business needs of the operation.
  • Reviews staffing levels to ensure that guest service, operational needs, and financial objectives are met.
  • Manage the human resources in the department to attract, retain and motivate the associates through training and coaching team members
  • Empower to express themselves by proving open communication and feedback, as appropriate
  • Implement and manage the department's annual budget cost containment including labor costs, and forecasts
  • Maintained excellent relationship with housekeeping staff while merging lines of communication with the front desk and engineering departments to ensure timely execution of preventive maintenance of guest rooms
  • Daily walk-through inspections to ensure cleanliness standards is maintained
  • Set expectation and holding team members accountable
  • Created a path for the direction that leads team members to succeed and accomplish team goals
  • Scheduled and oversaw a major project, managing staff, and resource availability
  • Achieved 92.7% cleanliness scores from guest surveys. Motivate and maintain the morale of the housekeeping department to ensure their satisfaction, working in a positive working environment
  • Overall associate opinion satisfaction survey of 95%
  • Quality Assurance Inspection score 89.2
Holiday Inn - Director of HousekeepingFayetteville, NC08/2005 - 04/2017

Managed 300 units according to brand standard. Setting expectations and holding team members accountable. Retain, and motivate team members, develop, empower, coach and counsel, conduct performance and, problem resolution. Walkthrough regularly to ensure guest rooms and public areas are clean according to brand standards. Budgeting, cost containment, labor costs and time allotments for minutes per room", laundry and purchasing. Implement structure that is consisting of teamwork, dedication, dependability, and accountability. Motivate and developed housekeepers into an award-winning team, working together in a conducive environment as we meet and exceed guest expectations as evident by SAT scores and customer survey of 94% Scheduling staff and managing daily operations and monthly inventory. Solicited feedback through questionnaires to evaluate levels of guest satisfaction Motivated cleaning staff with several weekly incentives for maintaining high standards of safety regulations and completing duties quickly. Coordinated daily workflow through task prioritization and concise scheduling. Developed and implemented employee incentive programs to promote top performance. Supervised daily operations, including employee performance, preventive maintenance, and safety. Delegated tasks to carefully selected employees in alignment with resource management goals. Drove continuous commitment to product quality and safety, reducing downtime and overtime with effective budgeting and assignation of talents as well as resources.

Summerfield Suites - Rooms Division Manager/Assistant ManagerCharlotte, NC05/2000 - 08/2005
  • Continually focusing on achieving hotel profitability through revenue generation, cost control, guest satisfaction, and developing employees, while maintaining the integrity of the hotel.
  • Tour the operating department's daily, making adjustments as needed via department heads.
  • Perform IMPACT Checklist reviews with the team on a weekly basis insuring that all guests and visitors experience the exceptional standards established for the hotel in cleanliness, maintenance, lighting, sound, and scent, and activation presentations.
  • Conduct weekly staff meetings, including weekly training sessions presented by managers and self using the steps to effective training according to Hotel standards, and the review of previous and future sales and operations efforts.
  • Meet all financial review dates and corporate directed programs in a timely fashion.
  • Ensure the hotel achieves or exceeds departmental operating margins.
  • Hold a monthly financial review with all department managers, M.I.D.'s, and available supervisors.
  • Assist in creating a positive team-oriented environment which focuses on the guest, through employee development and motivation.
  • Ensure that training in service standards is taking place in each department using the steps to effective training according to Summer field Hotel standards, including compliance in all departments.
  • Motivate, coach, counsel, and discipline all management personnel according to Summer field Hotel S.O.P.'s and ensure that managers are in compliance with the standards in their administration of counseling and disciplinary steps.
  • Ensure that all employees receive fair and equitable treatment according to Summer Field Hotel S.O.P.'s.
  • Effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary.
  • Evaluate complex information, data, etc. from various sources to meet appropriate objectives.
  • Participate in M.O.D. coverage as required
  • Effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous, and service-oriented manner.
  • Maintain exceptional guest relations by creating a quality environment through staffing, programming, service operations, and recruit, select and develop a qualified team of Department Leaders to understand the relationships between value, Guest Satisfaction and Associate retention in conjunction with owner returns
  • Ensure all expense control systems are in place with monitoring of all department expenses including revenue to payroll ratio. Ensure appropriate forecasting systems are
  • Assisting in setting hotel goals, both qualitative and quantitative. Develop business and financial plans for the hotel. Monitor hotel performance according to Devise and implement actions to ensure the hotel's performance to plan.
Education
04/2009
American International University
Atlanta, GA
Bachelor of Arts: Hospitality Management
  • 3.5 GPA
  • Bachelors' s Degree
  • Course in Hotel Management
  • Recipient of The First United Methodist Church Scholarship
Certifications
CEH Certified (Executive Housekeeper) For: Holiday Inn Fayetteville NC. (Certified Executive Housekeeper) For: Holiday Inn Resort Island.
Skills
  • Leadership
  • Team building
  • Accountability and Results
    Skilled recruiter
  • Time Management
  • Organizational Skills
  • Resort experience
  • Computer knowledge
  • Hospitality background
  • Inventory monitoring
  • Employee performance evaluation
  • Laundry experience
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Resume Overview

Companies Worked For:

  • Casa Marina & Reach A Waldorf Astoria Resorts
  • Wyndham Ocean Ridge
  • Holiday Inn
  • Summerfield Suites

School Attended

  • American International University

Job Titles Held:

  • Assistant Complex Director of Housekeeping
  • Director of Housekeeping
  • Rooms Division Manager/Assistant Manager

Degrees

  • Bachelor of Arts : Hospitality Management

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