Customer Service Computer Software
Resume:
Agnes Kayo
************@*****.***
Highly Knowledgeable and skillful Resort/ Casino Housekeeping Director with great experience in taking overall responsibility for managing the Housekeeping and Laundry Operations of resorts to ensure product quality standards are met and that optimum service is provided to guests. More than 25 years of experience thorough knowledge of methods of cleaning rooms and laundering. Great knowledge of the proper use and storage of cleaning chemicals. Considerable knowledge of such equipment as vacuums, commercial washer and dryers. In-depth ability to select, train, evaluate, motivate and discipline as needed. Proven ability to operate the department within the budget by appropriately forecasting and scheduling staff members. Strong working knowledge of all housekeeping administrative functions to include scheduling, status, payroll and other clerical area. Great working knowledge of material control to include purchasing requisitioning of departmental supplies. Considerable computer software knowledge to include word and excel. Remarkable ability to lead, guide, direct, develop and motivate people at all levels. Strong written and verbal communications skills. Excellent interpersonal, customer service team building and problem solving skills. In-depth ability to speak, write, read and understand English, uncommon ability to calmly handle difficult situations.
Key Skill
Special Skills MS office
Suite along with various computer software programs. Profound ability to deal with a variety of people from different cultures. Command over Financial accounting.
WORK EXPERIENCE
Housekeeper Manager
Gila River Resorts and Casinos -Lone Butte Casino
06-2023 till current
Gila River Resorts and Casinos
Manage daily casino housekeeping Operation. Checking the quality of the cleanliness and special projects. Maintain Cleanliness standards, follow OSHA requirements. Coach and motivate the team by encouraging them to do their best. Created an incentive program to increase productivity and loyalty. Managing Budget and increase productivity, work in efficient manner.
Executive Housekeeper
07/2009-06/2023
Gila River Resorts and Casinos- Wild Horse Pass Resort
Established department policies and procedures. Played essential part in resort 3 towers renovation and opening new hotel. Manage finances of Housekeeping and Laundry Operations including budget and inventory control. Analyze data and compile reports on Expenditures, Wages, Labor, Supplies, etc. In relation to Hotel Financial Forecasts and Budget. Operate within the established labor standards. Establish and maintain adequate supplies for efficient operation of department. Coaching and council employees, train and hire for success. Mange internal and external customer service and implement Gila way!
Managed operation and inventory of Linen and supplies. Place Linen, Uniform, and Supplies orders as needed.
Manage Guest Lost and Found including, storage and inventory all items. Conduct any guest inquiry phone calls, and get guest mailing information as needed. Ability to effectively deal with employees and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, resolve conflicts and collect accurate information.
Dillard’s
02/2008-06/2009
Sales Representative
Chandler AZ
Mange the Men’s fragrance counter. Achieve sales of department and exceeded personal/ departmental goal. Associate of Month. Provide excellent Internal and External Guest service.
Executive Housekeeper JW Marriott Dubai- UAE
Monitored operational functions for department and prepared strategies. Ensured optimal level of staff productivity and ensured short term and long-term strategies. Analyzed guest service feedback forms for company standards. Maintained knowledge of continuous change in hospitality industry and adapted to it. Assisted in hiring housekeepers to ensure quality service. Participated in job fairs and selected appropriate candidate for Housekeeping Team. Organized everyday briefing for team members. Running daily operation and solving all the problems. Ensuring all supplies and linen available to all rooms attendant. Managing the schedule and updating and issue all the disciplinary points and letters. Manage the monthly inventory for all the guest supplies and linen inventory. Ensure that cleanliness is up to 4 Diamond standards in Public Areas and Rooms. Making sure the swimming pool cleanliness is up to standards and Cabanas are fully stocked. Renovating the towers.
Housekeeping Manager Doha- Qatar
In charge of renovation 2 towers. Monitored operational functions for department and prepared strategies. Ensured optimal level of staff productivity and ensured short term and long-term strategies. Analyzed guest service feedback forms for company standards. Maintained knowledge of continuous change in hospitality industry and adapted to it. Assisted in hiring housekeepers to ensure quality service. Participated in job fairs and selected appropriate candidate for Housekeeping Team. Organized everyday briefing for team members. Running daily operation and solving all the problems. Ensuring all supplies and linen available to all rooms attendant. Managing the schedule and updating and issue all the disciplinary points and letters. Manage the monthly inventory for all the guest supplies and linen inventory. Ensure that cleanliness is up to 4 Diamond standards in Public Areas and Rooms. Making sure the swimming pool cleanliness is up to standards and Cabanas are fully stocked. Renovating the towers.
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Housekeeping Supervisor
Marriott Beach Place Towers. Fort Lauderdale-Florida
Holding meetings with Housekeeping Staff to discuss their job functions. Listening, understanding and clarifying guest concerns. Inspecting the cleanliness and servicing of Guest Rooms and Public Areas. Approaching Guests in an attentive, friendly, courteous and service-oriented manner. Making sure that all Guest Rooms have appropriate Supplies and Linens. Maintaining Guest confidentiality at all times ensuring that rooms and bathrooms are cleaned on a daily basis. Supervising the disposal of trash and waste. Delegating work to meet business objectives and goals. Maintaining a high standard of personal appearance and grooming. Training new hires, maintaining inventory of guest rooms and housekeeping supplies. Complying with all health and safety standards and key control.
Assistant Housekeeping Manager
Beirut Marriott Hotel – Lebanon
Supervised Housekeeping and Laundry, hiring, training and development. Maintained efficiency and labor cost goals.
Ensured quality service are rendered in meeting guest requirements. Scheduled staff in keeping with labor standards and forecasted tenure enforced policies and procedures. Monitored and maintained level of sanitation in rooms, storage areas, laundry and restrooms. Enforced set procedures for the acceptance, safety and return on guest lost and found item. Helped in development of the yearly budgets. Monitored performance against planned room quality derived from hotel objectives.
Managing day to day operation and ensuring Exceptional Guest service. Ensuring quality food control has been met.
SKILLS
Special Skills MS office suite along with various computer software programs. Profound ability to deal with a variety of people from different cultures. Command over Financial accounting.
EDUCATION
AHLA American Hotel and Lodging Association
Hospitality Management Diploma -2001
High School Monor House 1996
Languages
English
Arabic
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