Anita Chapman
Philadelphia,PA
Summary
Housekeeping Supervisor and Lead Housekeeper trusted with VIP Diamond Floor assignments, delivering top audit scores and guest satisfaction. Skilled in staff training, quality control and discretion, backed by years of customer service expertise in luxury hospitality.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Housekeeping Supervisor
Hyatt House
07.2023 - Current
- Supervise, train and motivate a team of up to 15 housekeepers to consistently exceed luxury brand standards, achieving top audit scores and flawless guest satisfaction ratings.
- Coordinate with the maintenance team and front desk staff to resolve guest request and facility issues promptly, ensuring seamless service and VIP satisfaction.
- Resolved guest complaints regarding housekeeping services, fostering positive experiences through effective communication.
- Conducted inspections of guest rooms and common areas, addressing issues promptly to maintain standards.
Lead Housekeeper
Hampton Inn
01.2020 - 06.2023
- Trained and mentored new staff reducing onboarding time by 22% and improving team performance.
- Oversaw housekeeping operations on the Exclusive Diamond Floor, reserved for VIP and high-profile guests.
- Developed strong relationships with other departments to facilitate smooth operations and positive working environment.
- Demonstrated leadership skills by guiding staff during periods of high occupancy or challenging situations with grace under pressure.
Mixologist / Hostess
Cabaret Lounge
09.2000 - 03.2018
- Managed busy bar and hostess operations with efficiency, maintaining high standards of service and guest satisfaction.
- Adapted to diverse customer needs, demonstrating professionalism and strong interpersonal skills under pressure.
Education
GED -
Scranton High School
Pennsylvania05.1999
Skills
Achieved high guest satisfaction ratings by implementing effective service strategies Enhanced VIP guest experiences through dedicated support and personalized interactions Fostered a culture of excellence in service delivery across the team
Fostered a professional atmosphere that prioritized discretion and respect among colleagues Enhanced team collaboration through the promotion of ethical communication practices Achieved a reputation for reliability and trustworthiness within the organization
Analyzed current practices to identify opportunities for increasing operational efficiency and reducing waste
Led initiatives for cross-department collaboration, fostering teamwork and innovation across functions
Conducted training sessions and workshops focused on improving employee competencies and organizational effectiveness
Team supervision
Staff training
Guest satisfaction
Quality inspections
Time management
Task assignment
Room inspection
Facility inspection
Certification
- OSHA Workplace Safety Training
- CPR & First Aid Certification
- Customer Service Excellence Workshop
- Hospitality Brand Standards Training
Accomplishments
- Trusted with exclusive diamond floor assignments overseeing VIP guest suites and consistently earning top audit scores.
Timeline
Housekeeping Supervisor
Hyatt House
07.2023 - Current
Lead Housekeeper
Hampton Inn
01.2020 - 06.2023
Mixologist / Hostess
Cabaret Lounge
09.2000 - 03.2018
GED -
Scranton High School