I assisted in the daily operations of the Homestead Preserve Retreat and the Old Dairy Barn. With the Retreat we had anywhere from 9-15 homes. I also accepted accountability for all assigned vehicle/residence keys or codes. It was my responsibility to ensure each home was up to the Natural Retreats brand standards that was set before me at all times in terms of cleanliness and hygiene, paying attention to the smallest of details, reporting, documenting and addressing any issues or concerns as able and reporting them to the General Manager of Operations and to the Homeowner's Account Manager, assisting them to ensure all issues and concerns were addressed in a timely manner, scheduling and meeting maintenance personnel as needed.
I directed and managed the housekeeping staff, from schedules to timekeeping to reports and in conjunction with the housekeeping staff, all stocks of linen and toiletries, cleaning products efficiently and within budget. Ensured each home was inspected day of guests arrival, departure checks, change of each season checks and scheduling maintenance as needed to prepare the home for that season. Assisted with the annual "deep cleans" and inventories of each home, as well as reported my findings to General Manager and Homeowner Manager when items needed replaced by providing them with a list of items needed attention and assisted in ordering and replacing such items from approved suppliers and equipment. To know the operational systems and services including Health and Safety practices as well as gas, water, sewage supply and utilities each home. Conducted interviews for new hires, collected all required documentation and paperwork and escalated those up to HR, trained new team members as well as letting someone go from the company, produced arrival email template for each home for guests arrivals, produced a detailed check off list for each arrival, departure and deep cleans in conjunction with the company's brand standards to hold the housekeeping staff accountable and ensure we were delivering amazing services. Conducted meetings with the staff, highlighted their weaknesses and strong points to ensure the amazing service was being met, always offering them words of encouragement and appreciation.
Ensured that all guests receive amazing customer service in all aspect of their stay from their arrival through to housekeeping. Ensuring each guest received a pre-arrival call and at times sending guests an email when guests were not reached via phone. Providing them with detailed information of the local area and activities as well as sending a weekly report to the Concierge, of local activities, the pre-arrival call was to be 24-48 hours prior to their arrival to introduced myself as their Retreat Manager and assisted them with any last minute questions, concerns, any dining or activity reservations as needed, ensuring they had all the important information for their stay such as but not limited to the lock box/ house codes, physically address and as far as turn by turn directions to their home and essentially to let them know I was their onsite Concierge and would be their "go to" person while they were at the Retreat.
Ensured each guests received a "meet and greet" on arrival day, to help create that WOW moment I greeted all guests in a warm and friendly manner to help create a positive first impression of our beautiful Retreat. To assist with any and all questions, requests, issues or concerns immediately to the best of my ability or escalated to those who were better able to assist. Providing documentation and reporting to the General Manager and the Concierge as needed.
Provided a Weekly report to the General Manager with guest information of who will be staying with us in the Retreat to the number of adults, kids, pets, any celebratory moments (explaining how I helped make those moments special, often times providing flowers, wine, chocolates etc with a special note) as guests would leave comments in the guests books whether good or bad addressed them and escalated them up to the team. Including in the weekly report what if anything needs to be addressed at each home to make the owner aware, looking ahead reporting what the Homeowner's manager would need to report to them of upcoming scheduled services such as gutter/leaf control, fireplace inspections and assisting with scheduling and meeting those service people.
The Dairy Barn was considered a separate Retreat and added additional responsibility. When the office was open I would "meet and greet" anyone who walked through the doors with a warm and friendly greeting, assisted in answering all questions, handed out local information while always promoting all local businesses, any local events taking place and the history of the The Old Dairy Barn and what our beautiful county had to offer.
I was to Assist the General Manager with the daily operations of the the Dairy, oversee the housekeeping staff, schedules and perform daily inspections to ensure the facility was always up to brand standards in terms of cleanliness and hygiene at all times. In conjunction with overseeing housekeeping, ensure all stocks of linens, toiletries and cleaning products efficiently and within budget. Inventoried, ordered and stocked all supplies as needed. Oversaw the upkeep of the entire facility and notified maintenance for service repairs, at times scheduling and meeting them to ensure the property was up to brand standard of operation.
When needed led comprehensive Retreat or Dairy tours for those who were inquiring to possibly stay in at our Retreat or rent the Dairy for their special event. Maintained a solid knowledge base of all Retreat and Dairy services.
I was to assist with events at the Dairy, as needed. Being available to meet the event hosts before, day of and after the event. To be readily available on site for any site tours as needed with hosts or vendors. At times I assisted with their room/space set up and break down as needed with the 3rd party contractors, working with them to ensure all video/av systems were in working order, calling and scheduling the tech service call, providing event hosts with the knowledge of the room and space they were renting, while addressing any questions or concerns they may have. Ensuring the facility had proper signage of a private event prior to the day, ensuring the facility was in pristine condition the day of the event by scheduling the housekeeping staff and inspecting the facility day of. Ensuring all space was secured that was not part of their rental package by the time of their event, ensuring all Retreat guests were made aware the Dairy would be closed due to a private event by calling, meet and greet and posting signs at each entry point of the Dairy. I often met the event host the morning after ensuring the facility was left in the condition which they found it and to confirm whether there was any damage or not. Documented and reported to the team as needed.
I also accepted accountability for all assigned vehicle/facility keys or codes.
Virginia Hot Springs was a Property Management Company. I started out in Housekeeping and moved up to a "working" Supervisor when the position was presented. I Managed and assisted the Housekeeping staff as needed, ensuring the weekly schedule was made, issued weekly schedule to each housekeeper as well as approved their time sheets each week. Performed inspections of each home and held the housekeeping staff accountable for their performance and at times requested them to go back and complete the job to standards.
I managed in conjunction with housekeeping staff inventoried all stocks of linens, toiletries and cleaning products efficiently replacing said items as cost effectively as possible not only for the company but the homeowners as well. I also scheduled/performed yearly home "deep cleans" around the bookings and report to my manager what was needed to bring the home back up to par for our homeowners and guests. I ensured each residence was up to standards in terms of cleanliness and hygiene at all times, addressing or reporting any issues or concerns at the time of the inspections. Ensuring each home was ready for homeowners/guests arrival day of, going to home assisting with any last minute cleaning, leaving welcoming lights on and adjusting the heat/ac. After guests departed performing an overall house assessment to ensure no damage or breakage occurred, documenting and reporting to my direct manager as needed.
I was responsible for driving the work vehicle to and from job sites/homes and assisting with all the deliveries of supplies
I also accepted accountability for all assigned vehicle/residence keys or codes.
I started out in Retail in the Cottage Garden Shop as a Retail Sales Associate. I followed opening and closing procedures, accepted accountability for the shops bank and all assigned keys. At the end of my shift I ran the daily report and ensured my sales report matched my bank amount. Turning in the correct amount according to my report each night at the watch box and signing off on it. always reporting any issues or concerns to my direct manager. I greeted each guests with a warm and friendly smile to ensure I was delivering amazing service. At times answering the phone with a smile and a great attitude to again deliver amazing service. Assisted guests with questions, problems and complaints as needed, Answered guests questions regarding the store an its merchandise, demonstrated the use and care of merchandise. Anticipated each guests needs, presented merchandise to them, assisted in their selection, facilitate a sales transaction by using the POS System, accept payment and give change when needed always following established accounting procedures. Complete each sales transaction by ensuring each guest have what they wanted and issuing them a receipt for their purchase. Maintained the shop by way of cleanliness and organization. Organized and stocked shelves supplies as to maintain the visual appeal of the shop. always maintaining clean and organized shop both on the floor and in the back of the house. following all safety procedures outlined for me as well. assisted in reporting any maintenance issues. At the time I assisted the Horticulturalist on the day to day maintenance of all indoor and outdoor plants and bushes, ensuring only our finest products were for sale, applying approved discounts as needed. Assisted Horticulturalist with Seminars or in shop mini seminars by ensuring all said needed products were on hand. assisting the Manager with Monthly inventories. Trained and served as mentor for new associates.
I was presented with the Retail Supervisors Position in which I assisted with all the shops on a daily basis as needed, worked as a sales associate as needed, performed all the responsibilities as a Shopkeeper as well as managed the entire staff and assisted the manager with monthly inventories as needed.
I was approached about a supervisor's position at the Homestead Market under the new management. Same thing as outlined as a Sales Associate but this also entailed overseeing personnel for adequate staffing and minimal Over Time, assisting with ordering and purchasing proper quantities of necessary items including food, beverages and cleaning supplies all the while keeping cost low but still offering good quality. I assisted in the daily receiving of food and cooking/preparing the food as needed. Prepared for and executed new menus, working closely with the food vendor to keep cost low while offering a good quality of food choices. Assisted with monthly inventories and ordering of the food/beverages/cleaning products as needed. effectively managed payroll, timekeeping and completed proper paperwork. ensured all invoices were turned over to management with the proper coding. Met, greeted and encouraged feedback from guests to better accommodate them. Offered knowledge of local happenings and festivities as well as Hotel activities to all guests.
I strived to promoted a positive atmosphere and went above and beyond to guarantee each customer received amazing service, quickly addressed any requests, issues or concerns, escalated as needed. Recognized and formally acknowledged outstanding staff performances to boost employee morale and productivity. I led and directed the team members on effective methods and operations and procedures while maintaining a safe working and guests environment to minimize the risk of accidents, reporting any issues or concerns to my direct manager or maintenance. Conducted performance evaluations for all team members and reported to Manger.
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