Customer Service Management

J. T. Harrington

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*** ******* **** ***** *******, MS 39232 Cell: 214-***-**** Email: ******@***.***

PROFESSIONAL OBJECTIVE

Broadly experienced, performance-driven professional interested in leveraging over 13 years of military discipline and 17 years in the hotel/resort industry into a promising new career where the highest level of customer service is needed to ensure growth, long term stability, and customer satisfaction.

Professional Capabilities

Executive supervisory overseeing staffing and training in 4-Star rated hotel establishments; experience

Served as key member of executive team overseeing construction of a 1400-room convention center and 35,000 square foot banquet area;

Increased operational effectiveness and overall customer satisfaction through significant overhaul of the inspection process and teambuilding;

Excellent ability to work in environments that require teamwork, individual initiative, and a big picture view of business growth and customer relations;

Acted as final escalation point for resolving issues pertaining environmental ambiance and customer care;

Outstanding communication, supervisory and customer service skills;

PROFESSIONAL EXPERIENCE

The Blake Hotel, Charlotte, NC 2011 - 2012

Director of Housekeeping. Employed by a 4-star boutique establishment that caters to the needs of the upscale business traveler.

Oversaw adequate staffing and management of personnel covering three shifts;

Coordinated activities with front desk personnel and upper management to ensure high quality service was delivered effectively and quickly;

Increased effectiveness through significant overhaul of the inspection process and being especially sensitive to customer concerns;

Instituted safe practices in managing, isolating, and disposing of refuse in keeping environmental and healthcare policies pertaining to clearance of common waste.

Harrington, p. 2

Hyatt Regency, Tulsa, OK 2010 - 2011

Director of Housekeeping. Managed the work activities of up to 50 housekeepers and laundry workers employed at a 450-room luxury high-rise hotel with a 38,000 square foot state-of-the art meeting and event space.

Spearheaded a program for mentoring and training staff to reduce turnover and improve customer relationships for a tourist base largely comprised of art and cultural enthusiasts;

Implemented standards and processes for employees work performance that resulted in increased accountability and enhanced customer satisfaction;

Scheduled work timetables to ensure adequate coverage of regular and special events;

Maintained records and prepared periodic reports relative to fiscal operations and inventory

Hilton Hotel Capital, Baton Rouge, LA 2008 – 2010

Executive Housekeeper. Supervised approximately 40 housekeepers and laundry workers employed at this historical AAA 4-Diamond hotel; containing 20,000 sq. ft. of event space, including two ballrooms and an outdoors Viking Cooking School riverfront deck.

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Managed day-to-day activities relative to the housekeeping needs of an establishment heavily reliant on repeat tourism trade;

Served as part of the key management team ensuring that the needs of the customer was met in a satisfactory and timely manner;

Oversaw inventory and ensured that adequate supplies were available at all times;

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Additional Management Experience

Gold Strike Casino Hotel and Resort, Robinsonville, MS 2008 - 2008

Director of Housekeeping

Lauberge Du Lac, Lake Charles, LA 2006 – 2008 Director of Housekeeping

Sheraton Convention Hotel, Birmingham, AL 2004 – 2006

Director of Housekeeping

Harrah’s Hotel & Casino, Vicksburg, MS 2002 – 2004

Executive Housekeeping

Crown Plaza, Dallas TX 2001 – 2002

Executive Housekeeping

Ameristar Casino Hotel, Vicksburg, MS 1998 – 2000

Executive Housekeeping

Harvey Hotel, Jackson, MS 1995 – 1998

Purchasing & Executive Steward

Harrington, p. 3

Military Training and Experience

United States Army, Senior Instructor Crewman and Platoon Sergeant 1979 -1991

Other Skills and Certifications

Project Management and Facilitation

Performance Management

Restaurant and Bar Management

Supply Chain and Receiving

Environmental Services

Event Planning (Weddings, Banquets, Corporate meeting)

United State Department – Apprenticeship Cook (1994)

National Restaurant Association – Food Service Sanitation (1993)

EDUCATION

Johnson County Community College

Overland Park, Kansas

Hotel, Restaurant & Hospitality Management

Certificate of Completion (1994)

Kansa City Community College

Kansas City, Missouri

Hotel and Restaurant Management

Associate of Applied Science (1993)

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