Director of Housekeeping

Kelly Boyd

**** ****** ***, ************, **. ***35 ' Cell: 404-***-****, Email: **********@*****.***

AREAS OF EXPERTISE

Customer Service Management

Complaint Handling & Resolution

Galaxy/LightSpeed, Choice Advantage

Customer Satisfaction Enhancement

Front-End Supervision

HotelPRO, HotSOS, ServicePro

Teambuilding & Training

Cost-Reduction Strategies

OPERA, Fidelio, OnQ

SUMMARY OF QUALICATIONS

DIRECTOR OF HOUSEKEEPING: 22 years of Hotel Management experience supervising housekeeping departments, hiring and training supervisors & staff to ensure high standards in the maintenance of guest rooms, public space, and employee areas.

OPERATIONS EXPERIENCE: Maximized the resources of the department and created budget-conscious solutions to lower overall operating costs. Monitored the budgets for payroll, supplies, vendor contracts, utilities, and administration for large and small properties within the Starwood Corporation, Hospital Housekeeping Systems and Xanitos, Inc. Conducted inventories and monitored supply usage for efficiency. Maintained department records and organized daily inspections.

MANAGERIAL & SUPERVISORY EXPERIENCE: Prepared work schedules, payroll, and reviewed staffing needs to ensure that guest service, operational needs and objectives are met. Ensured compliance with all housekeeping policies, standards, procedures and the execution of all safety, security and quality operation policies. Instilled an enthusiastic commitment to customer service as a key driver.

SPECIAL ACCOMPLISHMENTS

Consistently maintained high guest satisfaction rankings and turn-around of underperforming operations and properties. Maintained an average 9.43 Guest Service Index Score (GSI), #1 of all downtown Meristar/Interstate Hotels & Resort properties and #1 in North America. (Fiscal year 2001)

Team member that hired and trained entire housekeeping staff of the new Westin Poinsett Hotel (Greenville, SC). Part of three major renovations: Hilton NY Towers, Westin Peachtree Plaza (Atlanta, GA) and The Westin Francis Marion (Charleston, SC).

Instituted weekly English as a Second Language Class (ESL) to assist foreign speaking employees, which empowered employees and increased customer satisfaction (1999).

Served on special taskforce charged with recruiting and training entirely new 3rd shift staff in the cleaning and maintenance of The Sheraton Kuai’i, Hawai’i Resort. (2007).

Served as Task Force Director of Housekeeping at Cambria Hotel, Southlake, Tx. From 6Sept2019 until 16Mar2020, 6-months. Increased Guest Score from mid-8 to 9.67, solidified contract labor and streamlined to a single company, trained existing supervisor in all things Housekeeping and helped transition the department in a management turnover from Filmore Hospitality to Concord Hospitality. Received a QA Cleanliness score of 97.6% in February2020.

PROFESSIONAL EXPERIENCE

LEMERIDIEN PERIMETER HOTEL- Atl., GA

PHM MANAGEMENT

CROWNE PLAZA/STAYBRIDGE - Atlanta, GA

MASTERCORP, INC – South Carolina

XANITOS, INC - Atlanta, GA

TOTAL FACILITY SERVICES — Atlanta, GA

Director of Housekeeping 2018 to 2019

Task Force Consultant 2017 to Present

Director of Housekeeping 2016 to 2017

Ops Manager / EH 2014 to 2015

EVS Manager 2012 to 2014

Consultant 2010 to 2012

SHERATON GATEWAY HOTEL — Atlanta, GA

HOSPITAL HOUSEKEEPING SYSTEMS (HHS)

Director of Housekeeping 2007 to 2009

EVS Manager (Multiple Cities) 2005 to 2007

SHERATON SUITES – Ft. Lauderdale, Fl.

Director of Housekeeping 2002 to 2003

WESTIN POINSETT HOTEL — Greenville, SC

Director of Housekeeping 2001 to 2002

EDUCATION AND TRAINING

UNITED STATES MARINE CORPS (Honorable Discharge) – Runway Operations, Flight Line Avionics (1986-1994)

GEORGIA STATE UNIVERSITY – A.A. Liberal Arts (1997)

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