Rosetta Sharon Edwards
Brampton,Canada
Summary
Enthusiastic Housekeeping Supervisor offering 12 years of hospitality experience. Hands-on manager and team leader dedicated to providing high-quality, efficient housekeeping operations in support of guest needs. Greets and assists guests with questions or problems to resolve situations to promote guest satisfaction while maintaining service within policy guidelines.
Overview
20
20
years of professional experience
Work History
Housekeeping Supervisor
Townplace Suites By marriotts
Mississauga, ON
10.2018 - 03.2020
- 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.
- Reviewed employee performance and devised improvement plan to achieve goals.
- Submitted repair requests to maintenance team to reduce operating costs and improve energy-saving strategy.
- Created schedules, shift reports and other business documentation to coordinate housekeeping needs.
- Commanded controls over expenses and inventory for optimal budget tracking.
Housekeeping Supervisor
Executive Cosmopolitan Hotel-Toronto
Toronto, ON
02.2016 - 10.2018
- 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.
- Reviewed employee performance and devised improvement plan to achieve goals.
- Created schedules, shift reports and other business documentation to coordinate housekeeping needs.
- Submitted repair requests to maintenance team to reduce operating costs and improve energy-saving strategy.
- Placed housekeeping staff on specific shifts and room blocks based on abilities and daily requirements.
- Established hands-on, proactive management style to facilitate improvements to workflow and room turnover.
- Sustained safety protocols to support proper and cost-effective equipment and material usage.
- Developed training programs to build employee performance, improve employee engagement and increase employee retention.
Cleaning Manager
Spick and Sparkle Cleaning Service
Mississauga, ON
02.2013 - 08.2016
- Supervised and supported housekeeping personnel to maximize quality of service and performance.
- Reviewed employee performance and devised improvement plan to achieve goals.
- Sustained safety protocols to support proper and cost-effective equipment and material usage.
- Developed training programs to build employee performance, improve employee engagement and increase employee retention.
- Delegated work to staff, setting priorities and goals.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Coached staff on strategies to enhance performance and improve customer relations.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Housekeeping Manager
Taboo Resort & spa
Gravenhurst, ON
06.2000 - 03.2006
- Delegated tasks for completion, performed inspections and resolved housekeeping complaints promptly.
- Supervised and supported housekeeping personnel to maximize quality of service and performance.
- Assigned tasks for completion, inspected work and resolved housekeeping complaints promptly.
- Trained, coached and mentored staff on best practices and protocols to secure smooth new program adoption.
- Exceeded quality service goals by managing team productivity and workflow to implement continuous improvement.
- Collaborated with front desk to respond promptly to guest requests and promote positive experience.
- Reviewed employee performance and devised improvement plan to achieve goals.
- Created schedules, shift reports and other business documentation to coordinate housekeeping needs.
Wheelchair Attendant
Granley Adams International airport
Bridgetown, NBarbados
06.2000 - 03.2005
- Transported individuals requesting wheelchair service to and from desired locations.
- Greeted customers, answered questions and discussed services.
- Assisted customers with baggage claims.
- Communicated with gate agents to coordinate assistance boarding.
- Helped customers enter airplane, locate seat and stow luggage.
- Reviewed airline tickets, interpreted airline city codes and read domestic and international forms.
- Greeted passengers and provided boarding instructions.
- Collected baggage charges and accepted baggage for check-in.
- Protected passengers' baggage from loss, theft and damage through proper handling and oversight.
- Backed wheelchairs down jetways to safely overcome decline of ramp.
Education
Customer Service , Hotel and Restaurant Management, Supervisory Management -
Pommarine Hospitality Institute
Bridgetown ,BarbadosSkills
- Department Coordination
- Complaints Handling
- Clear Communication
- Personnel Problem Management
- Customer Relationship Management
- Quality Improvements
- Customer Service-Focused
- Supply Inventory Management
Accomplishments
- Consistently maintained high customer satisfaction ratings.
- Able to handle multiple priorities under pressure
- Promoted from Supervisor to Manager, in less than 12-months.
Timeline
Housekeeping Supervisor
Townplace Suites By marriotts
10.2018 - 03.2020
Housekeeping Supervisor
Executive Cosmopolitan Hotel-Toronto
02.2016 - 10.2018
Cleaning Manager
Spick and Sparkle Cleaning Service
02.2013 - 08.2016
Housekeeping Manager
Taboo Resort & spa
06.2000 - 03.2006
Wheelchair Attendant
Granley Adams International airport
06.2000 - 03.2005
Customer Service , Hotel and Restaurant Management, Supervisory Management -
Pommarine Hospitality Institute