Led 67 associates at dual properties in Housekeeping and Laundry roles. Responsible for hiring, training, procurement, scheduling, and adherance to budgeted/forecasted labor & expense lines. Identified talent opportunities within the department, and enhanced accountability among staff. Increased employee recognition and guest satisfaction. Developed initiatives to deliver refreshed product ahead of a 10-year renovation at an historic hotel. Built & restored relationships with new & current vendors to maximize value, and improve cleaning effectiveness with innovative products. Reviewed contracts with outsourced cleaning staff, and sought bids from local competitors. Monitored social media sites (Expedia, TripAdvisor, Google Local, and Medallia) and directly engaged with guests pre- and post-departure.

Executed hotel-wide training programs on topics including OSHA/GHS, Anti-Harassment, and company culture. Responsible for line-level employee recruitment; delivered 50+ new hires in my first year, resulting in improved guest experience scores. Established connections with local job training groups to improve visibility in the community, and fulfill talent placement goals with targeted groups. Completed annual OFCCP summary report for the hotel. Handled the Workers Compensation claim process, speaking with clinics and specialists to minimize lost time and company expense, attending legal depositions when needed. Responsible for administration of health benefits: addressing employees’ questions, and acting as a liaison for the corporate office. Assisted the Director by building & formatting responses to union proposals during contract negotiations.

Selected to a leadership role for a department in a state of flux. Managed all aspects of the Housekeeping operation at a 306-room upscale hotel, including public spaces in a 25,000 sq. ft. conference center. Forged bonds with our 50+ union associates and reestablished trust, which positively impacted ratings for cleanliness and employee satisfaction. Implemented strategies to improve productivity and enhance cleaning effectiveness. Overall associate engagement score increased from 3.24 to 3.45/4.00. Cleanliness of Guest Room score increased from 8.93 to 9.02/10.00. Responsible for inventory, cost controls, and requisitioning supplies, with an annual guest supply budget of $120,000. Supervised a commercial laundry, including operating procedures, chemical supplies, and equipment troubleshooting.