Customer Service Manager

Brenda Rollinson

**** **** ****** **** #**** Las Vegas, NV 89120 702-***-**** ***********@*****.***

Qualifications Summary

Proven Leadership Ability

Effective Communication Skills

Track Record for Achieving Results

Creative Problem-Solving Ability

Strong Business Acumen

Adaptive Team Player

Professional Experience

RUMOR Boutique Hotel

Exec Housekeeping Manger – Jan 2016- Present

Maintain an open line of commutation with all with Supply Vendors

Hire, Train Staff to meet highest Quality of guest services

Maintain GRA MPR weekly

SHERATON Four Points - Las Vegas NV April 2015 – Dec 2015

Housekeeping Manager

Hire, Train all new staff

Maintain inventory and order all guest supplies

Prepared and completed all reports

Provided 5 Star customer service

WESTIN Lake, Las Vegas, NV

Housekeeping Supervisor – April 2014- April 2015

Maintain open and clear communication with all departments and guests to ensure consistent service.

Prepare and complete all reports needed; Shift, VIP, Platinum, Director, Status

Responsible for scheduling, uniform control, purchasing and issuance, guest requests, scheduling and facilitating monthly meetings, quality assurance, linen and supply inventories, and controlling payroll outlier costs (overtime etc)

Provide assistance and development to team members as needed

Provide exceptional customer service to customers, team members, and management

SPRING Mountain Treatment Center, Las Vegas, NV

Housekeeping Supervisor – March 2008-January 2014

Responsible for on boarding and training of new employees

Responsible for the creation of new processes and implemented systems designed and proven to increase customer satisfaction

Operated as initial contact for conflict resolution for employees with HR as secondary

Prepared and completed all operational reports

PEACHFORD Behavioral Hospital, Atlanta, GA,

Per Diem Housekeeper – July 2007 – September 2007

Responsible for the exemplary execution of extraordinary housekeeping for the following:

- Patient Rooms

- Facility Offices and Public Areas

Duties included assisting patients complete operational functionality:

- Assist with making their beds

- Assist with loading and unloading their meal trays

- Assist with dressing themselves

Consistently exceeded daily, weekly, and monthly goals

A-OK Building Maintenance Inc., Boulder City, NV

Housekeeping Manager - February 2003- June 2007

Delivered exceptional quality scores through team management of 15+ employees

Maintained highest customer service points of any manager previously hired

Highest retention rate for employees during my leadership

Responsible for on boarding and training all new cleaning personnel

Regularly exceeded all goals

Timely production and delivery of all reports

Additional Experience

Assistant Executive Housekeeper Manager – Hard Rock – Casino Resort

Assistant Executive Housekeeper Manager – Tropicana Hotel – Casino

Environmental Services Graveyard Manager – Aladdin Hotel – Resort Spa

Housekeeping Coordinator – Harrah’s Hotel Resort - Casino

Partnered with management, employees, and customers to develop loyalty to the brands

Provide guidance, clarification, and interpretation of company policy and procedures to employees, independent contractors and customers

Customer complaint resolution.

Vendor dispatch, time recording, entertainment bookings, and assisted with the facilitation of catered events

Technology / Applications / Systems Experience & Proficiency

Windows XP / Microsoft Office Suite / HTML / Lotus Notes / Social Media

Education

Kaplan University – Business Administration (2018)

Certified Life Coach – ACT Learning Institute (2014)

Woodward High School (1977)

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