Customer Service Maintenance

SHARON CLARKE

**** ********* ***** • Spring Hill, FL 34606 • 352-***-**** • 352-***-**** • om2tm1@r.postjobfree.com

SUMMARY

• Talented and accomplished Hotel Facilities and Maintenance Management professional with more than 14 years of experience. Multiple licenses and certifications, extensive management training. Proven ability to direct multi-million dollar hotel renovation projects. Highly adept in guest relation, program and department management. Skilled in training and supervising maintenance, administrative, and custodial crews. Able to oversee all aspects of hotel facilities operations, including buildings, grounds, construction, inventory control, and capital purchases. Expert negotiator, familiar with managing vendor and contractor relationships. Consistent record of completing projects within budget and time constraints. Excellent communication skills.

PROFESSIONAL EXPERIENCE

Holiday Inn, Clearwater, FL 11/2007 – Present

Housekeeping Executive

Relevant Accomplishment

• Reduced operating expense 30% by implementing changes in scheduling, reducing overtime and closely monitoring the budget and the ordering of supplies.

• Developed a strategic action plan aimed at increasing and maintaining a high-level of customer satisfaction.

Duties

• Manage the daily operations of the Housekeeping. Responsible for budgeting, forecasting, and financial planning of the departments. Manage the selection, training and development of employees with an eye toward maximum guest satisfaction, productivity and employee satisfaction.

• Conduct regular inspections of the hotel to ensure adherence to cleanliness and maintenance standards. Manage operating expenses to maximize costs while providing excellent guest services.

• Coordinate department's activities with other departments to facilitate increased levels of communication and guest satisfaction. Bear ultimate responsibility for monitoring consumption and ordering replacement of guest and cleaning supplies.

Best Western I-75, Brooksville, FL 6/2005 – 01/2007

Housekeeping Executive

Relevant Accomplishment

• Housekeeper of the Year 2006 Best Western International, Inc. District IV.

• Propelled hotel to become AAA approved.

• Maintained a high-level of customer satisfaction.

Duties

• Oversee the housekeeping, custodial and laundry departments with the assistance of two managers.

• Responsible for the planning, organizing, and the development of the overall operation of the housekeeping and laundry departments in accordance with federal, state, and local standards and guidelines.

• Maintain interdepartmental cooperation, and communication to assure that the highest degree of quality guest care is delivered.

• Responsible for departmental staffing, scheduling, training and development of management, supervisory and hourly staff.

• Respond to concerns and requests with a sense of urgency and take necessary corrective action including timely follow-up.

• Prepare disciplinary and variance reports and conduct follow-up investigation as needed.

Sharon Clarke Page 2

Beachmere Inn, Ogunquit, ME 2002 – 2004

Housekeeping Executive

Hold several positions simultaneously, including Housekeeping Inspector (2002 – 2004), Laundry Manager (2002 – 2004), and Inventory Clerk (2002 – 2004).

Relevant Accomplishment

• Produced $70,000 in annual savings through implementing changes in renovation plans.

• Completed several renovation projects on schedule and within budget.

• Led project in upgrading air condition and heating control system.

• Introduced various towels designs which were featured in Ogunquit’s local newspaper.

• Introduced and managed new cross-training program which increased scheduling flexibility.

• Implemented inventory procedures.

• Frequently recognized by Beachmere Inn for Outstanding Performance.

Duties

• Responsible for the overall operation of the housekeeping department.

• Supervise up to 15 persons primarily housekeeping, laundry and maintenance personnel.

• Oversee hotel renovation projects, grounds maintenance, and facilities management functions.

• Perform purchasing. Negotiate agreements and pricing for supplies as well as capital purchases.

• Review contractor bids. Delivered final recommendations for contractor approvals. Prepared all change orders and adjustments. Oversee purchase and selection of housekeeping supplies.

• Supervise repairs and maintenance of buildings and grounds. Maintain compliance with state regulations.

• Manage snow removal activities and lawn care maintenance.

Quality Inn, Mackinaw City, MI 2000 – 2001

Head Housekeeper

• Supervise 10 housekeeping staff.

• Check all rooms and coordinate with front desk to insure quality services.

• Provide staff training and mentoring.

• Responsible for maintaining linen and chemical inventory.

Hedonism II Negril, Jamaica 1992 – 2000

Housekeeping Supervisor

• Provided highest levels of customer service at all times.

• Recruited and trained personnel, supervised maintenance crews and contractors, ensured all grounds-keeping, housekeeping, maintenance, and renovation work completed on schedule.

• Supervise 7 Housekeeping staff.

• Request chemical supplies for work crew.

• Conduct staff performance appraisal.

• Decorate rooms with new creative designs.

LICENSES AND CERTIFICATIONS

Chemical Control Certificate

Housekeeping Management Certificate

Environment Inspection Certificate

Professional Guest Relation Certificate

Sanitary Safety Completion Certificate

Tourism Industry Education Certificate

Computer Skills Essential Certificate

TRAINING AND PROFESSIONAL DEVELOPMENT

Completed Housekeeping Management Training Course

First Aid and Health Safety Training

Mid Management Credential

Pesticide Training

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