Resident Experience & Environmental Services Director
Resume:
DONNA GRAGG
Glendale, Arizona 602-***-**** ***********@*****.***
PROFESSIONAL SUMMARY
Experienced operations and resident-services professional with 28+ years of experience in environmental services, healthcare support, hospitality, front desk operations, transportation coordination, and resident relations. Proven ability to lead teams, manage daily operations, coordinate vendors, maintain sanitation and safety standards, and provide exceptional service to residents, patients, families, and guests. Strong organizational, communication, problem-solving, and leadership skills with extensive experience managing environmental services operations in a healthcare and senior-living environment.
CORE QUALIFICATIONS
• Environmental Services & Healthcare Operations
• Housekeeping & Laundry Management
• Resident & Guest Relations
• Team Leadership & Staff Supervision
• Scheduling & Workforce Coordination
• Vendor Management & Quality Inspections
• Healthcare Cleaning & Infection Prevention
• Front Desk & Transportation Operations
• Customer Service & Conflict Resolution
• Training, Coaching & Employee Development
• Budget & Inventory Management
• Quality Assurance & Regulatory Compliance
• Microsoft Office, Word, Excel, PowerPoint & Outlook
• Kronos, SharePoint & POS Systems
• HIPAA, Residents’ Rights & Medicare Regulations
• Safety Data Sheets (SDS), PPE & Chemical Safety
PROFESSIONAL EXPERIENCE
SIERRA WINDS — Peoria, Arizona
Director of Resident Experience / Environmental Services Operations
October 1997 – Present
Progressed through multiple leadership and operational roles over more than 28 years, including:
• Director of Resident Experience
• Director of Environmental Services / Transitional Coordinator
• Director of Front Desk & Transportation
• Housekeeping/Laundry Supervisor
• Housekeeping/Laundry Lead
• Healthcare & Independent Living Housekeeper
• Laundry Assistant
Key Responsibilities & Achievements
• Oversee environmental services and healthcare cleaning operations while maintaining high standards of cleanliness, sanitation, safety, and resident satisfaction.
• Manage and supervise environmental services teams of approximately 16–20 employees.
• Oversee healthcare areas and ensure cleaning and sanitation requirements are consistently maintained.
• Coordinate daily staffing, schedules, assignments, and operational priorities.
• Train, coach, and develop employees on cleaning procedures, safety practices, sanitation, and quality expectations.
• Conduct inspections and quality-control checks to ensure work meets organizational standards.
• Coordinate with maintenance, healthcare leadership, front desk personnel, and other departments to resolve operational issues.
• Manage relationships with outside vendors and inspect vendor work to ensure quality and completion.
• Schedule guest apartments and coordinate resident transportation.
• Assist with front desk operations and provide direct support to residents, families, and guests.
• Conduct apartment walkthroughs with new residents and assist with the transition into their new homes.
• Handle customer concerns and communicate professionally with upset residents and family members.
• Support marketing activities and collaborate with the marketing department.
• Assist with payroll, scheduling, inventory, budgeting, purchasing, and day-to-day operations.
• Maintain knowledge of healthcare sanitation, infection prevention, HIPAA, Residents’ Rights, Medicare regulations, and workplace safety.
• Work effectively with people of different personalities and backgrounds while maintaining professionalism and excellent customer service.
• Successfully maintained responsibility for healthcare operations with no deficiencies reported during the past five years.
ADDITIONAL EXPERIENCE & SKILLS
Operations: General management, project coordination, project scheduling, administrative support, quality improvement, performance management, change management, crisis management, decision-making, and operational efficiency.
Environmental Services: Healthcare sanitation, infection prevention and control, disinfecting, sanitizing, floor care, carpet extraction, floor buffing, waxing, pressure washing, equipment sterilization, restroom cleaning, public-area sanitation, laundry operations, inventory control, and cleaning inspections.
Leadership: Staff supervision, delegation, recruiting, onboarding, training and development, team motivation, performance evaluations, corrective actions, scheduling, and team development.
Customer & Resident Services: Resident relations, guest services, customer complaint resolution, customer communication, stakeholder relationship building, public relations, and conflict management.
Technology: Microsoft Word, Excel, PowerPoint, Outlook, Access, SharePoint, Kronos, POS systems, Windows, data entry, document management, and presentation software.
EDUCATION
High School Diploma / GED
PROFESSIONAL STRENGTHS
• Excellent organizational skills and attention to detail
• Strong communication and interpersonal skills
• Able to work independently with minimal supervision
• Comfortable working under pressure and managing multiple priorities
• Strong leadership and team-building abilities
• Experienced working in healthcare, senior living, hospitality, and residential environments
• Knowledgeable in cleaning, sanitation, safety, and regulatory compliance
• Strong problem-solving and decision-making skills
REFERENCES
Amber Meyer — Director of Marketing, Sierra Winds
Julz Divino — Director of Medical Records, Desert Diamond Rehab
Al Davis — Supervisor of Maintenance, Sierra Winds
Jim Rantz — Director of Facilities, BeAttitudes
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