Team Leader Customer Service

MONICA SMALLE

Edmonton, Canada T*G*C* 587-***-**** ***********@*****.***

Enthusiastic Housekeeping Supervisor offering 25 years of hospitality experience. Hands-on manager and team leader dedicated to providing high-quality efficient housekeeping operations in support of guests needs. Greets and assists guests with questions or problems to resolve situations to promote guest satisfaction while maintaining service within policy guidelines.

Professional hospitality worker with strong standards and results-driven mindset. Proven track record in maintaining cleanliness, organization, and safety in various settings. Known for effective team collaboration, reliability, and adaptability to changing needs. Skilled in deep cleaning, inventory management, and customer service, with focus on delivering exceptional results. Housekeeper, 04/2024 - Current

GRC – Whati, NWT

• Clean and sanitize rooms, ensuring guest satisfaction and high cleanliness standards

• Organize supplies and equipment to maintain efficiency and reduce task time

• Identify and report maintenance issues promptly to ensure guest safety

• Collaborate with team members to streamline workflow and improve service quality Eager to learn quickly, maintain high standards of cleanliness, and exhibit strong work ethics and punctuality.

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Work effectively with team members to ensure rooms are spotless, demonstrating strong communication and teamwork skills.

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Maintain exceptional cleanliness standards, ensuring guest satisfaction and contributing to overall hotel ratings.

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Meticulously clean and organize rooms, identifying and addressing any issues promptly to maintain high standards.

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Executive Housekeeper, 01/2020 - 01/2023

Civeo – Fort McMurray, AB

• Managed daily safety meetings, ensuring the well-being of a 32-member housekeeping and janitorial team.

• Actively participated in management meetings, contributing to strategic decision-making. PROFESSIONAL SUMMARY

EMPLOYMENT HISTORY

• Implemented staff training and disciplinary measures, promoting a high-performance work environment.

• Addressed and resolved guest complaints efficiently, enhancing customer satisfaction.

• Conducted meticulous monthly audits and daily inspections to uphold service quality.

• Oversaw supply orders and invoice payments, maintaining cost control and vendor relationships.

• Boosted guest satisfaction through rigorous room inspection protocols.

• Fostered a positive work environment, reducing staff turnover by 15%. Environmental Services Manager, 05/2020 - 12/2020

Compass Canada – Edmonton, AB

• Directed departmental operations, ensuring adherence to safety and legal standards

• Forecasted financial requirements, contributing to the achievement of financial objectives

• Implemented a proactive management style, enhancing workflow and room turnover

• Developed and supervised housekeeping personnel, boosting service quality and performance

• Designed training programs, fostering employee skill development and performance improvement

• Led team to exceed financial goals through precise forecasting and monthly audits.

• Streamlined operations, meeting legal/safety standards, enhancing service quality.

• Boosted team performance, exceeding financial targets through effective audits. Lead Camp Attendant, 08/2018 - 05/2020

Horizon North – Edmonton, AB

• Spearheaded safety meetings, fostering a culture of safety consciousness

• Efficiently managed staff workloads, ensuring optimal productivity

• Implemented inventory control measures, reducing material wastage

• Devised schedule for linen distribution, enhancing operational efficiency

• Participated in management meetings, contributing to strategic decisions

• Provided hands-on assistance to housekeepers, promoting team collaboration

• Streamlined linen distribution, enhancing operational efficiency by developing an organizational system.

• Boosted team productivity through effective workload assignments and hands-on support. Camp Attendant, 02/2015 - 12/2018

Torch Industries – Edmonton, Alberta

Maintained cleanliness and hygiene across private and public spaces, ensuring a comfortable environment for guests

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Implemented an energy-saving strategy by promptly reporting maintenance issues, resulting in reduced operational costs

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Enhanced guest experience by organizing supplies according to anticipated needs and maintaining cleanliness in guest rooms

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• Contributed to health and safety by disinfecting high-touch areas and managing waste disposal effectively

• Ensured accessibility and safety by keeping walkways clear of snow and debris

• Enhanced room cleanliness, achieving 100% guest satisfaction scores by meticulous disinfection. Housekeeper, 05/2017 - 10/2018

Grey Nuns Hospital – Edmonton, Alberta

• Ensured a sterile environment by meticulously sanitizing units and patient rooms daily

• Maintained safety by promptly reporting any maintenance issues to the supervisor

• Enhanced guest comfort by providing clean linens and replenishing room toiletries Utilized deep-cleaning techniques for areas requiring extensive sanitation, improving overall hygiene standards

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Followed manufacturer's instructions for chemical usage, minimizing risk of injuries and ensuring effective cleaning

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• Ensured 100% compliance with health standards by meticulously sanitizing the hospital. Security Guard, 04/2010 - 12/2014

United Protection Security – Edmonton, Alberta

• Safeguarded properties and individuals, ensuring a secure environment

• Managed traffic flow effectively to prevent accidents

• Performed administrative tasks, including comprehensive report writing

• Collaborated with law enforcement agencies, providing court testimonies when necessary

• Monitored CCTV feeds vigilantly to prevent unauthorized access and potential threats

• Managed crisis situations, ensuring safety and minimizing risk.

• Conducted detailed security audits, identifying and mitigating potential threats. Owner/operator, 09/2000 - 12/2009

Housecleaning Business – Spruce Grove, AB

• Spearheaded a housecleaning business, managing 76 clients' properties with precision and efficiency

• Implemented innovative sales strategies, driving business growth and operational excellence

• Conducted customer needs analysis to deliver personalized service and enhance client satisfaction

• Executed basic accounting and inventory management, ensuring financial accuracy

• Led successful advertising campaigns to expand client base and increase revenue

• Ensured accurate bookkeeping and inventory management, enhancing operational efficiency. Correctional Officer, 04/1998 - 07/2000

Fort Saskatchewan Correctional Facility – Fort Saskatchewan, Alberta

• Maintained high security standards, ensuring safety and order within the correctional facility

• Kept meticulous records of inmate movements, contributing to the facility's operational transparency

• Conducted regular patrols and random searches, effectively reducing potential risks

• Handled emergency situations with proficiency, ensuring minimal disruption to facility operations

• Supervised inmate transport and meal distribution, ensuring adherence to schedule and protocol

• Ensured 100% safety compliance, reducing incidents through vigilant monitoring and quick response. 2 Yr Diploma: Law And Justice Studies, 04/1999

Grant McEwan - Edmonton, AB

High School Diploma: 05/1987

Parkland High School - Edson, Alberta

• Strategic issue resolution • Engaged listening

• Collaborative leadership approach • Prioritization and scheduling

• Clear verbal communication • Customer-focused approach

• Cross-functional teamwork

English GERMAN

Limited Working

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Vivial Bell 902-****-****

Terry Blanchard 709-***-****

Aug 15,2025

EDUCATION

SKILLS

LANGUAGES

Certifications

References

Availability

WHMIS

Detailed knowledge of commercial chemicals,uses and emergency measures

Contact this candidate