Customer Service Manager
Resume:
Rose M. Santos
P.O. Box ***, Nipomo, CA ***** C: 805-***-**** *****************@*****.*** PROFESSIONAL SUMMARY
- Skilled Manager with more than twenty-five years experience in housekeeping, custodial maintenance and laundry.
- Possesses superb interpersonal and communication skills.
- Highly knowledgeable in Hotel and Healthcare overall management responsibilities to ensure quality service standards are met and optimal service is provided to guests.
- Possesses strong working knowledge of all Housekeeping administrative functions including, but not limited to; scheduling, payroll, profit/loss, hiring, disciplinary, inventory control, ordering, quality assurance and all other duties
- Ability to lead, guide, direct, develop and motivate employees at all levels.
- Strong customer service skills, the ability to team build and problem solve on all levels.
- Have completed training in Hospitality, hazardous chemicals, and team building SKILLS
- Service oriented; computer knowledgeable; Management experience; Food and Beverage services; team building; property management; quality assurance; inspections; front desk experience; efficient and organized; event planning and coordinating; profit and loss, budget and financial experience. I have a very strong ability to multi task and handle difficult situations. I am high energy and positive with impeccable work ethic, a great attendance record and a high productivity level. I will always take initiative.
WORK HISTORY
7/2014 to current
Property Management Trustee 1020 Evergreen Way, Nipomo, CA 93444
- Managed parents trust and properties including financial and medical. 1/2011-6-2014 House Cleaner/Organizer
Self Employed 1420 Lombard St. Oxnard, CA 93010
- Built business up from one household (word of mouth) to 32 houses
- Performed general cleaning of areas in home, apartments and/or offices
- Monitored linen change -washed personal clothing, linens and bedding
- Managed and organized household (dog sat, cleaned organized garages, offices etc…)
- Maintained confidentiality of residents information. 9/1998-4/2010 Executive Housekeeper
Community Memorial Hospital 147 N. Brent St., Ventura, CA 93003
- Ensure highest standards of cleanliness and quality based on state and federal guidelines. Maintained high scores in guest surveys
- Solve guest problems to exceed customer expectations
- Effectively manage guest and team situations
- Followed up on incidences including; injuries, accidents, emergency responses, bio- waste, hazardous material situations.
- Monitored day to day operations of Housekeeping and Laundry departments, managed a staff of 85 employees working three shifts a day.
- Developed a management team to support employees needs.
- Complete payroll, create weekly work schedules according to daily census.
- Ensured all staff trained and following Hospital policies and procedures, monitoring job performances, providing counseling and positive reinforcement to meet their responsibilities.
- Proficient in inspections.
- Developed programs not in place such as the “lost and found” followup; recycling program; hazardous training; cleanliness follow through program utilizing a “glo germ” process which increased quality and accountability.
- Participated in preparation of annual departments operating budget and financial plans in supporting the overall objective of the Hospital.
- Implemented “team meetings” to ensure all staff and shifts were aware of the departments goals and achievements and how they relate to overall Hospital goals. 3/1995-9/1998 Manager-Housekeeping and Laundry
Ventura Townhouse 4900 Telegraph Rd., Ventura, CA 93003
- Managed day to day activities in both departments promoting team skill building and improvements in quality of service for resident satisfaction.
- Responsible for all aspects related to managing and maintaining cleanliness of facility
(hiring, performance, training ordering products etc…).
- Developed a “spring cleaning” program throughout the facility
- Developed a system for picking up, processing and delivering residents clothing.
- In charge of preparing annual operating budget and maintaining it. 7/1992-3/1995 Executive Director Housekeeping/ Ldry Boykin Management Company (Casa Sirena Hotel & The Country Inn of Ventura)
- Managed day to day activities at both the Casa Sirena (273 beds & Country Inn (120 beds). Managed over 60 employees which included an outside laundry facility.
- Maintained a >95% guest satisfaction score on guest comment cards.
- Managed all aspects of departments needs; employee recording, inventory, purchasing, scheduling, training, hiring, meetings.
- Developed a “baggage pick up” program for bus series.
- Laundry facility was not operable when I was hired, I implemented various processes for laundry services with the two hotels I was in charge of as well as surrounding hotels in the area
- Trained in Human Resources, front desk operations, restaurant management and banquets
PRIOR WORK
- Worked for five years Managing Housekeeping and Laundry at two sister Hotels for five years in Grover Beach, CA (Capstar Corporation)
- Co-Owner of furniture making business.
EDUCATION
- Allen Hancock College
- St. Joseph’s High School (College Prep)
- HotelHospitality on-line classes
- Hazardous Training & testing
- Leadership training/customer service training
- Back to Basic tracing training
- Bonded,PPD yearly test
REFERENCES
- Cheri Whitestine friend 17 years 805-***-****
- Verna Bailey friend 40 years 805-***-****
- Annette Cronan friend 40 years 805-***-****
- Andrea Reddmann friend/ex client 805-***-****
August 8, 2016
Rose M. Santos
P.O. Box 441
1020 Evergreen Way
Nipomo, CA 93444
To Whom It May Concern;
Please refer to the summary of my qualifications and experiences, the details which are stated in my resume.
- I have over thirty-five years of Housekeeping and Laundry experience.
- I have over ten years of personal residential home cleaning, apartments and offices cleaning.
- Over five years experience property Managing including financial responsibilities.
- Opened own cleaning business from ground starting with one house ending with thirty-two clients. All from “word of month”.
- knowledge of detail cleaning, able to use industrial machinery and tools.
- Highly skilled in managing up to 95 employees and three different shifts.
- Demonstrated ability to oversee Housekeeping and Laundry personal in a positive reinforcement which promoted team playing, quality service and low overturn.
- proficient in inspecting facility.
- Hands on experience in managing Housekeeping and Laundry renovations and coordinating other services.
- Demonstrate proficiency in financial budgets and day to day operations.
- Proficient in maintaining client and guest confidentiality.
- I am very intuitive, take charge, “high energy, high functioning a “e
- that is everyones job” attitude Manager and promote this with staff.
- excellent communication skills and understanding of “excellent” customer service. I am aware of the importance of a housekeeping team run smoothly and I would like to offer my service and expertise in assisting you.
Sincerely;
Rose M. Santos
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