Housekeeping Supervisor/ Management Trainee
Starwood Hotels & Resorts
Total years of experience :10 years, 6 Months
Rotating and cross-training in all hotel departments over the course of one year, experiencing each department at all levels
Executing the operation and establishing an understanding of how each department contributes to the whole functioning of the hotel
Working opening/evening shifts as the only manager on duty for the housekeeping department overseeing 977 rooms during high turnover of check-ins and check-outs and/or 100% occupancy
Responsible for supervising room and public area attendants, house persons, and other employees; supporting them by providing necessary tools and supplies, ensuring they remain on-task, adjusting their assignments as required to maximize productivity, and rewarding accomplishments immediately to maximize satisfaction
Inspecting guest rooms and public areas to ensure hotel standards are being met in regards to cleanliness, maintenance as well as safety; providing feedback, training and follow-ups for corrective action
Assisting in the scheduling process by proactively checking and adjusting the number of staff to ensure productivity requirements are met while ensuring optimum coverage
Completing performance management processes and yearly performance evaluations for employees
Conducting behavioural interviews, orientation, and training for new employees
Promoting teamwork through daily communication and coordination within the housekeeping department and with all other hotel departments for all guest and operational needs
Managing and solving any guest complaints or issues to exceed guest expectations; ensuring any requests by guests are executed and completed
Leading and performing special projects such as compiling guest surveys and statistics for trends in service to determine areas of improvement
(Seasonal)
Managing all front-office operations, information, and services in a very popular tourist destination
Created business forms, including reservation calendars, inventory sheets, security items checklists, rules and regulation forms to enhance efficiency and accuracy
Responsibilities include: the registration of arriving guests, processing payments, assigning rooms, and checking out guests at the end of their stay; maintaining records and awareness of guest information
Responding to a high volume of client telephone inquiries and complaints, promptly and professionally; responding immediately to guests’ requests to ensure satisfaction
Involvement in financial aspects of business such as maximizing revenue and controlling costs
Involvement in marketing aspects of business such as development of business cards, website, and advertisements in the tourism guide magazine for Wasaga Beach
Inspecting guest rooms daily to ensure high standards of cleanliness; ensuring all fire and safety regulations are followed; executing disciplinary action and providing positive feedback
Calculating payroll for employees
Achieving and maintaining inventory at an optimal level; ordering guest supplies and cleaning supplies
Managing services such as waste, repairs, landscaping, and freelancers
(Also worked at this restaurant from January 2007 to April 2007)
Guest experience specialist; greeting and escorting guests; answering questions and making recommendations upon request; serving food and beverages during busy hours; ensuring satisfaction and correcting any problems; cleaning and setting tables
Managing, monitoring and controlling all food and beverage operations; providing efficient dining service during busy afternoon and evening hours; calculating bills, collecting payments from guests, and calculating monthly totals; cleaning tables and other work areas to ensure cleanliness
Received Honours for this program
Received Honours for this program