Summary
Overview
Work History
Education
Skills
Timeline
Generic

Amber Ponsonby

Long Beach

Summary

High-energy professional successful at working with all hotel departments to facilitate communication, quality and service initiatives. Hardworking and resourceful with strong communication skills and adaptable approach. Maintains proper documentation of duties accomplished during work shift and reports safety hazards or maintenance deficiencies for proper handling.

Overview

3
3
years of professional experience

Work History

House Keeping Supervisor

Atrium Hospitality
Long Beach
01.2025 - Current
  • Supervised and trained staff in housekeeping operations, ensuring adherence to standards of cleanliness.
  • Inspected guest rooms and public areas to ensure they met established cleanliness standards.
  • Established effective communication between team members in order to foster a positive work environment.
  • Coordinated with other departments within the hotel to ensure a smooth flow of operations.
  • Conducted regular inspections of all guest rooms, hallways, lobbies, restrooms, elevators, stairwells, laundry facilities and other common areas.

Guest Service Manager

Atrium Hospitality
Long Beach
10.2023 - 01.2025
  • Ensured proper maintenance of facilities used by guests.
  • Resolved conflicts between customers and staff in a timely manner.
  • Analyzed statistical data regularly to identify trends or opportunities for improvement.
  • Addressed customer concerns promptly and professionally.
  • Collaborated with other departments within the organization to ensure smooth functioning of operations.
  • Provided support with day-to-day operational issues related to guest services.
  • Monitored customer service operations to ensure quality standards were met.
  • Developed strategies to increase customer satisfaction levels and reduce customer complaints.
  • Coordinated special events or activities related to guest services.
  • Implemented new processes and systems to enhance the overall customer experience.
  • Gathered feedback from customers through surveys or other methods to measure satisfaction levels.
  • Maintained smooth operations by correctly assigning rooms and coordinating guest check-ins and check-outs.
  • Promoted loyalty by signing customers up for rewards program and encouraged repeat stays through exceptional service.
  • Contacted housekeeping services and maintenance personnel regarding problems with guest rooms.
  • Monitored reservations to track incoming parties and special events.
  • Helped patrons find entertainment and sporting events, making reservations, and enhancing customer experience.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Coached staff on strategies to enhance performance and improve customer relations.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Advised housekeeping staff of rooms vacated and ready for cleaning.
  • Built and maintained productive relationships with employees.
  • Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
  • Issued room keys and escort instructions to bellhops.
  • Gave clear directions to local museums, restaurants and places of interest to patrons.

Guest Service Supervisor

Atrium Hospitality
Long Beach
05.2023 - 10.2023
  • Assisted customers with inquiries about hotel services, reservations, check-in and check-out procedures.
  • Maintained up-to-date knowledge of hotel services, amenities, policies, and special offers.
  • Collaborated with various departments within the hotel organization such as housekeeping, maintenance, and accounting, when needed.
  • Identified opportunities for providing additional services or products to guests based on their needs.
  • Resolved escalated customer service issues in a timely manner.
  • Monitored customer feedback to identify areas for improvement in the customer experience.
  • Analyzed customer feedback surveys to determine trends in customer satisfaction levels.
  • Ran daily room reports for updates and maintained contact with housekeeping on room status.
  • Implemented new strategies to enhance guest services and improve overall guest satisfaction scores.
  • Gave accurate directions to hotel and local attractions in-person and via telephone.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.

Housekeeping Supervisor

Atrium Hospitality
Long Beach
11.2022 - 05.2023
  • Coordinated with other departments within the hotel to ensure a smooth flow of operations.
  • Enforced rules and regulations set forth by management regarding health, safety and security policies.
  • Ensured that all safety protocols were followed by staff when using equipment such as vacuums or chemicals.
  • Created and implemented daily cleaning schedules for staff members.
  • Supervised and trained staff in housekeeping operations, ensuring adherence to standards of cleanliness.
  • Conducted regular inspections of all guest rooms, hallways, lobbies, restrooms, elevators, stairwells, laundry facilities and other common areas.
  • Inspected guest rooms and public areas to ensure they met established cleanliness standards.
  • Established effective communication between team members in order to foster a positive work environment.
  • Responded promptly to maintenance requests from guests or staff members.
  • Supervised and supported housekeeping personnel to maximize quality of service and performance.
  • Collaborated with front desk to respond promptly to guest requests and promote positive experience.

Housekeeping Task Force

Atrium Hospitality
Long Beach
04.2023 - 04.2023
  • I went on a task force to Reno, Nevada, to help another one of our hotels in the Atrium family with housekeeping. They had two big groups coming in and needed help with cleaning rooms. I was out there for two weeks.

Housekeeping Room Attendant

Atrium Hospitality
Long Beach
05.2022 - 11.2022
  • Replaced dirty linens with clean items according to established standards of quality control.
  • Stocked linen closets with appropriate supplies for housekeeping staff use.
  • I also worked as a houseman and in the laundry.
  • I took care of all guest requests

  • Followed safety procedures when using chemical cleaners and power equipment.
  • Replenished room amenities according to established guidelines.
  • Disinfected high-touch surfaces such as light switches, door handles, remote controls, telephones.
  • Participated in regular training sessions related to hospitality industry trends and best practices.
  • Sanitized bathrooms by scrubbing sinks, toilets, bathtubs, showers, floors, mirrors, walls and counters.
  • Organized storage areas for efficient access to materials and supplies.
  • Maintained cleaning cart with supplies, such as fresh linens and towels.
  • Empty wastebaskets; replace trash bags; transport trash containers to designated disposal area.
  • Provided guests with information on hotel services and room features.
  • Swept stairwells; vacuum hallways; cleaned public restrooms when necessary.
  • Cleaned guest rooms, including vacuuming carpets and dusting furniture.
  • Assisted in laundry operations when needed by sorting linens and loading machines.
  • Responded promptly to requests from guests and other departments.
  • Reported any maintenance issues or damage found in the guest rooms to supervisor.
  • Reported guest issues, safety and maintenance concerns immediately to supervisor.
  • Furnished guests with clean linens and supplied rooms with toiletries.
  • Organized supplies for use based on expected customer needs.

Education

High School Diploma -

California Homeschooled Network
Torrance, CA

Skills

  • Staff training
  • Cleaning standards
  • Safety protocols
  • Quality assurance
  • Inventory management
  • Customer service
  • Conflict resolution
  • Team building
  • Inspection procedures
  • Process improvement
  • Effective communication
  • Guest relations
  • Performance monitoring
  • Performance improvements
  • Team performance management
  • Sorting and washing laundry
  • Task assignment
  • Staff training and development
  • Document control
  • Employee engagement
  • Staff motivation
  • Customer relationship management
  • Cleaning practices
  • Inventory control
  • Customer service-focused

Timeline

House Keeping Supervisor

Atrium Hospitality
01.2025 - Current

Guest Service Manager

Atrium Hospitality
10.2023 - 01.2025

Guest Service Supervisor

Atrium Hospitality
05.2023 - 10.2023

Housekeeping Task Force

Atrium Hospitality
04.2023 - 04.2023

Housekeeping Supervisor

Atrium Hospitality
11.2022 - 05.2023

Housekeeping Room Attendant

Atrium Hospitality
05.2022 - 11.2022

High School Diploma -

California Homeschooled Network

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Amber Ponsonby