Amanda Neal
Marana,AZ
Summary
Dedicated professional with experience in administrative support, clerical office work, logistics and information technology. Leadership in training and resolving staff and client-based questions or issues. Exceptional customer service skills and building strong loyal client relationships. Goal-oriented and adapts quickly to multiple tasks in the work environment. Trusted work ethic and commitment to any objective or responsibility. Successful in learning and comprehending new systems and methods. Talented in determining clients' needs and financials abilities to propose solutions that suit them
Focused professional knowledgeable about devising innovative solutions to diverse business concerns and goals. Strategic and forward-thinking leader with self-motivated and tactical mindset. Excellent relationship-building and critical thinking skills with determined and decisive nature.
Overview
20
20
years of professional experience
Work History
Director of Housekeeping
The Hilton El Conquistador
08.2020 - Current
- Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
- Accountable for directing and administering entirety of housekeeping operations to ensure overall cleanliness
- Conducts product quality and routine grounds inspections in accordance with hotel policy to uphold outstanding guest service
- Maintains and ensures cleanliness of guest rooms, public spaces, bathrooms, offices, banquet halls, meeting, and conference rooms in compliance with hotel policy and all local, state, and federal standards
- Leads, directs, and administers all housekeeping operations, this includes management via electronic systems, budgeting, forecasting, inventory control, general department management, and implementation of policies and procedures
- Oversee, train, and ensure proper usage of cleaning supplies and chemicals
- Ensures proper handling, labeling, and storing of all hazardous supplies in accordance with state and federal law
- Routinely participates in management meetings for innovation and improvement
- Represents the hotel in an exceptional and professional manner
- Responsible for hiring and training staff, writing schedules, managing inventory of housekeeping supplies, coordinating housekeeping needs for special events and day-to-day operations
- Evaluated employee performance and developed improvement plans.
- Completed schedules, shift reports, and other business documentation.
- Increased employee performance through effective supervision and training.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Shift Leader
United States Army Reserve
08.2016 - 09.2021
- Served as leader, coach, and mentor to soldiers and facilitated training program that maximized personnel potential
- Promoted positive working environment by creating a workplace climate that infused inclusion and respect for all group members
- Obtained Top-Secret Security Clearance; responsible for zero EO complaints by improving Soldier morale, retention, safety, and productivity
- Ensure strict compliance to all safety regulations and procedures for handling dangerous materials
Front Desk Supervisor
The Ritz Carlton
09.2019 - 08.2020
- Able to make reasonable and professional decisions while accurately managing cash drawer and credit card systems
- Assisted and guided the front office staff through their daily duties and responsibilities
- Trained Front Office staff as designated and outlined in the Front Office Training Procedures
- Responsible for checking guests in and out of the hotel in a courteous and pleasant manner
- Ensured guest needs are responded to in a timely and efficient manner
- Completed bi-weekly payroll for 16 employees.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
Event Concierge
The Ritz Carlton
09.2018 - 09.2019
- Fostered strong working relationships with all hotel departments
- Steadily mentioned by clients based on exemplary customer service, highest quality of work, strict adherence to deadlines, exceptional teamwork, and ability to go above and beyond job description
- Aided meeting planners in the execution of conventions, meetings, and events in 20,000 ft2 of meeting space serving as their main point of Contact and liaison between all hotel departments
- Demonstrate exemplary hospitality while working with our VIP clients and their guest/attendees
Guest Experience Expert
The Ritz Carlton
03.2018 - 09.2018
- Delivered superb customer service, administrative support, and hospitality operations oversight as the business’s first contact for patrons of this Forbes 5-star facility
- Ensured delivery of a memorable experience by providing award-winning administrative/customer service and support
- Responded to guest requests, administrative support, and communications; anticipate each patron’s needs during their visit
- Serve as a problem resolution strategist, utilizing solid common-sense approach to resolve each issue
- Completed daily administrative duties including managing the calendar and appointments, monetary transactions, faxing, mail management and other patron assisted and business functions
Executive Housekeeper
The Westin La Paloma Resort and Spa
03.2017 - 02.2018
- Promoted to direct a culturally diverse team of six supervisors and 73 full-time personnel that ensured above and beyond service for this high-end resort and spa
- Utilized sound leadership skills to implement productivity improvements that saved $100,000 in annual labor expenditures
- Managed daily housekeeping operations for 487 guestrooms and more than 60,000 ft2 of public space
- Operated technology programs for open/close procedures
- Successfully increased the cleanliness score of the resort through implementation of an inspection and employee incentive program
- Streamlined overall efficiencies of the department that reduced budget requirements for 2016/2017 and reduced costs expenses per occupied room
- Monitored equipment and supply controls that improved overall operations/expense efficiencies
- Assigned projects, managed project administrative support including staff and resource oversight
- Scheduled personnel, monitored payroll, overtime, and inspected public areas/guest rooms that ensured safety and cleanliness standards were maintained
- Devised/delivered the Linen and Supply inventories that ensured accuracy, accountability, and replacement needs
Assistant Director of Housekeeping
The Westin La Paloma Resort and Spa
07.2016 - 03.2017
- Trained housekeeping staff on procedures, equipment use and delivery of customer service and support excellence
- Ensured quality controls checks were completed including daily room monitoring and monthly inspections that ensured best in class operations and service delivery
- Served as the department’s procurement leader, planned, and directed 100+ personnel and reconciled employee payroll
- Completed opening/closing procedures and supervised housekeeping staff, room attendants, housemen, and public space attendants
Shift Leader
United States Army
04.2005 - 08.2016
- Directed 25 plus Soldiers and ensured training programs were implemented focused on increasing personnel skills
- Oversaw staff scheduling for shifts that provided operations support and service in a global environment
- Oversaw $800,000 in sensitive inventory and managed logistics/supply chain operations for $4.1 million+ in fuel
- Maintained fleet operations valued more than $1.2 million and ensured losses were eliminated
- Orchestrated standard operating procedures and continuity that resulted in a 30% score on inspections and influenced new process improvements
- Generated detailed reports and records for executives and updated documents, managed fuel operations and inventory distribution for vehicles and aircraft
- Managed inventory operations that promoted a commendable rating from inspectors for each completed inspection; tracked overall aircraft maintenance for four aircraft, 100 sustainment equipment and three heavy transportation vehicles all valued at more than $30 million
Education
Information Assurance and Security Certification -
University of Phoenix
Tempe, AZ11.2022
Bachelor’s - Business Management
University of Phoenix
Tempe, AZ11.2019
A.A.S - Hospitality Management/Food and Beverage/Rooms Division
Central Texas College
Killen, TX12.2017
Skills
- Customer service excellence
- Scheduling/calendar management
- Problem resolution
- Report generation
- Risk management
- Administrative duties
- Budget forecasting
- Leadership policies
- Conflict management
- Quality control
- Integrity-driven work ethic
Other Information
I certify that I can type 50+ words per minute and that the information within this resume is accurate.
Personal Information
Citizenship: US
Training
- AH&L Managing service in Food and Beverage Operations
- Essentials of Professional Cooking
- Petroleum Vehicle Operator Course
- Air load Planner Course
- Fuel Handler Certification
- Technical Transportation of Hazardous Materials
- Field Sanitation
- IA Certification 1
- Substance Abuse Program: Unit Prevention Leadership
- Arizona Real Estate License exp-03/2023
Timeline
Director of Housekeeping
The Hilton El Conquistador
08.2020 - Current
Front Desk Supervisor
The Ritz Carlton
09.2019 - 08.2020
Event Concierge
The Ritz Carlton
09.2018 - 09.2019
Guest Experience Expert
The Ritz Carlton
03.2018 - 09.2018
Executive Housekeeper
The Westin La Paloma Resort and Spa
03.2017 - 02.2018
Shift Leader
United States Army Reserve
08.2016 - 09.2021
Assistant Director of Housekeeping
The Westin La Paloma Resort and Spa
07.2016 - 03.2017
Shift Leader
United States Army
04.2005 - 08.2016
Information Assurance and Security Certification -
University of Phoenix
Bachelor’s - Business Management
University of Phoenix
A.A.S - Hospitality Management/Food and Beverage/Rooms Division
Central Texas College
Similar Profiles
ROSEMANA ALBIOSROSEMANA ALBIOS
Housekeeping Cleaner at El Conquistador Tucson, A Hilton ResortHousekeeping Cleaner at El Conquistador Tucson, A Hilton Resort
Erica B. DugginsErica B. Duggins
Housekeeping Coordinator and Supervisor at El Conquistador Tucson A Hilton ResortHousekeeping Coordinator and Supervisor at El Conquistador Tucson A Hilton Resort
Troy JewkesTroy Jewkes
Outside Service at Troon Golf-El Conquistador Golf CourseOutside Service at Troon Golf-El Conquistador Golf Course