Executive Housekeeper
Civeo North America
Total years of experience :17 years, 8 Months
Opening a 2000 rooms Lodge after winter shutdown while managing a fully unionized department.
Managing the day-to-day operations of the housekeeping department.
Assisting in managing other departments when required.
Managing daily housekeeping services for scheduled rooms.
Managing linen and laundry processes.
Maintaining company service standards.
Effectively and accurately managing inventory/par stocks.
Effectively and accurately managing daily sales & labor
Maintaining ownership and awareness of the departmental operating budget.
Effectively and accurately managing schedule, payroll and departmental expenses of the housekeeping department within budgeted and forecasted guidelines.
Ensuring effective resource allocation, including scheduling and vacation planning to ensure that guest service, operational needs, and financial objectives are met.
Maintaining all guest rooms, public areas and grounds to guarantee that the highest standard of maintenance and cleanliness is met.
Ensuring productivity goals are met.
Ensuring quality staff are hired and trained to meet the company standards.
Providing leadership, guidance and coaching to direct reports.
Participating in departmental meetings.
Communicating clear and consistent information regarding the departmental goals to produce desired results.
Providing superior customer service to guests by responding to their requests promptly and professionally.
Striving to improve service performance.
Taking lead in guest recovery, addressing guest comments and concerns.
Establishing performance standards and expectations.
Developing and implementing standard operating procedures.
Inspecting and ensuring tasks are performed by adhering highest safety standards.
Ensuring compliance with licensing laws, health and safety and other statutory regulations.
Collaborating with the Lodge Manager to lead and develop a safety culture.
Planning and organizing all deep cleaning cycles and projects relating to guest rooms and public areas.
Creating an environment wherein continuous improvements are made.
Effectively manage all colleagues’ relationships within the department.
Maintaining an environment that promotes the Health, Wellness and Safety of both Colleagues and Guests.
Liaising with all Lodge departments as required.
Managing strategic planning and implementation processes for the Housekeeping department.
Establishing goals, measurements and results for the department.
Promoting high morale through recognition and teamwork culture.
Tracking and addressing all guest comments and concerns.
Ensuring rooms and service standards are implemented and audited for quality and consistency.
Monitoring and revising departmental health and safety tools including WCB, Safety Orientation, SWI and WHMIS training programs.
Complying with all safety regulations, promoting a clean and safe work environment.
Communicate effectively with the Maintenance department regarding guest rooms and public areas.
Adhering to all Lodge environmental policies and initiatives.
Managing the largest department within the leading resort in the South Okanagan Valley (from the beginning of the transition period).
Ensuring the smooth daily operations of the Housekeeping Department while facing the challenges of a seasonal resort.
Setting up both cleanliness and service standards.
Responsible for verifying that all departments are in compliance with safety, hygiene and wellbeing standards as well as wearing proper personal protective equipment.
Designing procedures and training manuals to ensure the efficiency of the entire team.
Overseeing, coaching, developing, and managing the performance of Room Attendants, Housepersons, Laundry Attendants, Public Spaces Attendants, Pool Attendants, as well as the housekeeping Leadership team.
Seeking feedback on guest satisfaction and resolving problems in accordance with the company standards.
Ensuring optimal and efficient scheduling in all areas of the Housekeeping department to ensure guest satisfaction.
Ensuring inter-departmental communication and cooperation in the benefit of our colleagues and guests.
Handling positive and negative guest feedback, ensuring guests’ needs are met.
Participating in daily and weekly departmental and interdepartmental communication meetings.
Monitoring inventory, room types, and categories.
Monitoring rooms, lobby, grounds, pools and fitness centres to ensure cleanliness and service standards are met.
Processing daily and by-weekly payroll.
Preparing budgets.
Scheduling to ensure the right coverage depending on business demands.
Assisting our Sales Department with last minute site inspections for potential group contracts.
Preparing annual linen budget basing calculations on quantity inventory and linen loses.
Managing the uniform budget and stock.
Purchasing effectively allowing for operating supplies and expenses within the budget.
Being health & safety conscious and maintaining a safe work environment.
Having an understanding of the fire and safety procedures as well as training and reminding the team of the procedures.
Organizing the yearly deep clean of all the property (public spaces, guestrooms, storage and laundry rooms)
Ensuring high morale throughout the department through constant coaching and recognition.
Working with the leading resort in the South Okanagan Valley currently in transition.
Ensuring the smooth daily operations of the Front Office, while maintaining high levels of guest service.
Overseeing, coaching, developing, and managing the performance of Guest Service Managers, Night Manager, Guest Services Supervisor, Guest Services Agents and Shuttle Drivers to maximize guest and employee experiences.
Seeking feedback on guest satisfaction and resolving problems in accordance with the Resort standards.
Improving service delivery by designing procedures to ensure the efficiency of the entire Front Office Team.
Ensuring optimal and efficient scheduling in all areas of the Front Office.
Ensuring inter-departmental communication and cooperation in the benefit of our guests.
Handling positive and negative guest feedback, ensuring guest needs are met.
Establishing and maintaining a good working relationship between the Resort and its tenants.
Participating in daily and weekly departmental and interdepartmental communication meetings.
Monitoring inventory, room types, and categories.
Monitoring lobby, grounds, pools and fitness centres to ensure service standards are met.
Processing manual by-weekly payroll.
Assisting our Sales Department with last-minute site inspections for potential group contracts.
In charge of issuing Donation, Re-invite and Complimentary gift certificates for guests.
Overseeing operations of the Front Desk, Switchboard, Reservations and Bus Department.
Ensuring adherence to all Starwood Brands and SOPs.
Ensuring effective colleague planning, communication, selection, orientation, training, reviews, and development strategies are in place.
Ensuring inter-departmental communication and cooperation in the interest of better guest satisfaction.
Assisting in the monthly forecast, and monitoring controls of labor, productivity and operating with budgeted guidelines.
Leading and coaching to provide exceptional guest service, colleague satisfaction and profitability.
Ensuring adherence of Service Standards.
Ensuring the safety and well-being of our guests and co-workers by having working knowledge of crisis and emergency procedures, promoting a clean and safe work environment and promoting employee health and safety.
Professional development of the Guest Service Managers.
Conducting quarter departmental meetings.
Working hand by hand with the Sales Department to ensure assistance is provided to achieve their monthly and year goals.
Working hand by hand with the Housekeeping and Engineering Departments to ensure Out of Order rooms are properly monitored.
Consistently offering professional, engaging and friendly service.
Being familiar with all policies and procedures relating to the Front Desk, Security, Reservations, Royal Service, Guest Services and Night Audit, providing hands-on support as needed.
Acting General Manager and HR Director in their absence.
Responsible for conducting colleagues’ One on Ones and Performance Reviews.
Maintaining a fluid and professional communication within all the departments (i.e. Housekeeping, by making sure a daily report with VIP arrivals as well as early arrivals request is sent in a daily basis).
Making sure the business day is correctly closed and the new business day is correctly opened by correcting any mistakes that may affect the following shifts.
Sending an updated MOD pass on with all the transcendent information elapsed during the previous business day, including required follow ups with colleagues during their following shifts.
Sending and updated Operations Log to the Operations Leaders to make sure all the guests issues are addressed to the right department for further follow up and procedures reviews, when applicable.
Balancing inventory.
Anticipating guests’ needs by reviewing the “arrivals detailed report” and making sure requests are honoured.
Responsible for providing access to “Protobase” and “Givex” to all the Front Office colleagues/Leaders.
Continuously training the Night GSA and Night RSA over different and helpful procedures that may help them to better develop in their roles.
Generation and distribution reports: Revenue Management reports, On Command Video back-up, and Interac Royal Bank batch closing.
Liaise and build relationships with Richmond RCMP, Fire Department, EMS and Vancouver Airport Security Personnel.
Duties as Night Manager:
Motivated self-starter with superior organization and management skills, who works comfortably under pressure, while maintaining focused to details.
Serves as the property Manager on Duty and oversees all property operations during the overnight shift.
Represents property management in resolving any guest or property related situation.
Knowledgeable about Property Management System Opera™ and Accounting Software Protobase™.
Personally assists in resolving any issues and completing tasks.
Works with the Front Office Leadership Team and associates to meet or exceed department and hotel goals.
Performs all duties at the Front Office as a night auditor as necessary.
Opens and closes Front Desk shifts and ensures completion of assigned shift checklist and other duties.
Runs and reviews critical information contained in Front Desk/Night Audit reports.
Familiarized with the functions of the Front Doors, Royal Service, Maintenance and Guest Services operations.
Understands the functions of housekeeping duties related to 3rd shift.
Operates all department equipment as necessary and reports malfunctions.
Trains staff on and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
Understands night audit procedures and is able to comprehend and utilize reports as necessary.
Communicates with Night Audit & Accounting staff to ensure smooth transition between the shifts and to ensure a normal operation of the Front Office.
Supports the development and retention of a diverse workforce to deliver excellent products and services.
Assures guests’ and the hotel’s security during nights with the assistance of security staff, security cameras and by performing checking rounds in hotel premises.
Sustains a work environment that focuses on fair and equitable treatment and associate satisfaction to enable business success.
Ensures that front office associates strive to meet or exceed customer expectations.
Leads by setting a positive example for guest relations.
Interacts with guests to obtain feedback on product quality and service levels; effectively responds to and resolves guest issues and complaints by seeking assistance from supervisors as needed.
Empowers associates to provide excellent customer service within guidelines.
Monitors service performance of associates and provides individual feedback; to improve service levels.
Communicates performance expectations to associates in accordance with job descriptions for each position.
Coaches, counsels and encourages associates. Participates in associates’ progressive disciplinary procedures as required.
Addresses associates’ and Night Auditor’s questions and concerns.
Provides assistance in preparing the daily and biweekly payroll.
Prepares the weekly night staff schedule.
Understands the impact of Front Desk/Night Audit operations on the overall hotel financial goals and objectives.
Ensures that all Accounting related procedures are followed properly and processed accurately.
Maintains compliance with all health, safety and fire regulations and acts as a main communication link in emergency situations.
Understands and complies with Security policies and procedures.
Conducts daily stand-up meetings with shifts ensuring that all information is passed along, including communication of LQA.
Knowledgeable about proper procedures in face of an emergency situation.
Prepares guest folios.
Duties as Night Auditor:
Please review the attached resume for further details.
Responsible for organizing and coordinating office operations and procedures in order to ensure organizational effectiveness and efficiency.
Accounts Receivable.
MOD (Manager On Duty), in coordination with other Hotel managers;
Implemented and evaluated policies and procedures for the departments’ operation.
Directly supervised front office (including 3 Clubs), Reservations, Bell Boys, Business Center, Housekeeping.
Assessment of No Shows and Go Shows.
Analysis Control of Check ins and Check outs.
Responsible for briefing department’s operations.
Managed customer accounts, authorizing charges and deductions.
Managed Overbooking.
Managed compensations and bonuses programs.
Prepared budgets and monitored revenues and expenses.
Analysis of occupancy levels projections.
Assisted in the development of promotion and pricing strategies.
Responsible for meeting guests’ needs / complaints resolutions.
Responsible for identifying training needs of hotel employees and preparing work schedules.
Managed customer service.
Ensured the implementation and delegation of administrative tasks.
Responsible for surveying physical conditions of Hotel facilities, equipment and supplies; and ensuring quality.
MOD (Manager On Duty) in the absence of the Hotel Manager;
Supervision of Food & Beverage Departments, Luggage, Front (Front Desk), Conventions, Maintenance, Security, Concierge, to ensure guest satisfaction.
Coordination of special requests from guests, while ensuring a swift and professional solution.
To project occupancy levels, and to determinate discounts and special room rates.
Ensure that guests were treated with courtesy, that complaints and problems are resolved, and requests for special services are carried out.
To determine that the appropriate solution for any settlement of accounts where correctly resolved.
During a meeting or event, to solve unexpected problems following up to ensure that hotel operations were in line with group expectations.
Cooperate with computer specialists and specialists from other information technologies to ensure the hotel's computer systems, Internet and communications networks function properly.
Ability to maintain an excellent relationship with different kinds of people, even under stress, with attention to detail in order to resolve issues quickly.
Responsible for ensuring guest satisfaction by monitoring the activity of the Reception and concierge service during different work shifts.
Maintain a positive and cooperative work between staff and management.
Responsible for ensuring that all hotel employees were fully aware of the objectives of the company.
Enforcement of local health and safety codes, as well as the regulations applicable to hotel.
Recognition of potential security risks, such as doors or railings broken, possible risks of fire, etc. and to coordinate their prompt correction.
Knowledge and implementation of policies and procedures applied to control systems of the hotel keys, ensuring that others were trained also.
Periodic inspection of rooms, internal and external facilities and other physical structures of the hotel.
Organization of gifts for VIP guests under the hotel rules.
Preparation of detailed reports relating to medical emergencies and ensure a rapid response by medical personnel.
Worked for one of the leading Hotel chains in the United States with a worldwide presence.
Supervised and coordinated activities of staff in the Front Office, assuming the role of Manager in the absence of the Guest Services Manager.
Trained junior staff in the Front Office in accordance with the hotel guidelines and policies.
Handled, followed up and resolved complaints and claims from guests, receiving from the hotel awards for professionalism and competence, and positives reviews from guests and secret shoppers.
Arranged services required for guests with special needs.
Balanced cash and completed balance sheets, cash reports and related forms.
Followed emergency and safety procedures.
Exchanged foreign currency.
Processed group arrivals and departures.
Managed room reservations.
Processed guests' departures, calculated charges and received payments.
Processed telephone calls.
Provided information on hotel facilities and services.
Processed wake-up calls, store and retrieve luggage.
Provided general information about points of interest in the area.
Provided information about services available in the community.
Registered arriving guests and assigned rooms.
Secured guests' valuables.
Worked with minimal supervision.
Experience working in a small hotel, with a staff of 10, which allowed me to gain valuable experience in all departments of a hotel, within a region (Punta del Este) most renowned in South-America for its hospitality industry;
Started as receptionist and promoted several times up to junior manager.
Managed all aspects of the Front Office (Night Audit, Guest Service Representatives).
Directed, supervised, recruited, scheduled and recommended discipline of staff.
Coached and developed skills of all departmental staff to the best of their potential.
Implemented, maintained and monitored all staff as stated above in order to consistently meet established hotel standards, and achieved the highest level of guest satisfaction.
Maintained and ensured accurate rooms forecasting.
Ensured implementation of Hotel’s credit policies, financial transactions and controls.
Recommended, developed and implemented staff incentives designed to increase revenues.
Responsible for receiving all guest complaints, ensuring corrective action was implemented to ensure 100% guest satisfaction.
Assisted hotel senior management as directed with the development of special reports and/or special projects.
Ensured staff were fully knowledgeable on all hotel facilities, daily functions, current hotel promotions, as well as local activities within the hotel location.
Two-year program. Field experience in Hotel Management, Hotel Receptionist, Public Relations, Concierge, Basic Computer Skills and Foreign Languages.