Anne Crawford
West Hollywood,CA
Summary
Adept at elevating guest experiences through meticulous housekeeping and exceptional customer service, as demonstrated at 1 Hotel West Hollywood. Skilled in staff training and development, I spearheaded quality improvements, leading to notable increases in guest satisfaction. My expertise in cleaning and sanitation, coupled with a talent for fostering positive guest relations, consistently enhances operational efficiency and service excellence.
Overview
17
17
years of professional experience
Work History
Housekeeping Supervisor
1 Hotel West Hollywood
08.2022 - 08.2023
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Placed orders for housekeeping supplies and guest toiletries.
- Communicated repair needs to maintenance staff.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Worked with front desk to respond promptly to all guest requests.
- Trained and mentored all new personnel to maximize quality of service and performance.
- Ensured timely completion of daily tasks, leading to an increase in positive guest feedback regarding room cleanliness.
- Completed schedules, shift reports, and other business documentation.
- Increased employee performance through effective supervision and training.
- Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
- Collaborated with front desk staff to address guest concerns promptly, promoting an atmosphere of exceptional customer service.
- Maintained a high level of quality control through regular inspections, resulting in consistent adherence to hotel standards.
- Improved overall guest satisfaction by consistently maintaining clean and organized rooms and common areas.
- Contributed to the hotel''s reputation for excellence by consistently meeting or exceeding cleanliness benchmarks set by the brand.
- Regularly monitored employees'' adherence to hotel policies and procedures, ensuring consistent application of brand standards across the department.
Call Center Representative
Dept of Labor and Industrial Relation Unemployment
05.2022 - 08.2022
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Review and process unemployment claims
Housekeeper
Prince Waikiki Hotel
12.2018 - 04.2022
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
- Collaborated with other housekeeping staff to complete tasks efficiently and effectively.
- Vacuumed rugs and carpeted areas in offices, lobbies, and corridors.
- Maintained a spotless environment for guests through diligent daily housekeeping tasks.
- Maximized efficiency of housekeeping operations through effective communication with team members and supervisors.
Senior Quality Assurance Analyst
Sutherland Global Services
11.2013 - 06.2016
- Established strong relationships with cross-functional teams, promoting effective communication and collaboration throughout the organization.
- Streamlined QA processes for efficiency, resulting in faster product releases to market.
- Weekly monitored and coach consultants
- Create weekly and monthly reports that must be submitted to Business Director, Account Managers and Team Managers.
- Conduct training and team huddles in regular basis.
Call Center Representative
411 Directory Assistance
03.2006 - 12.2012
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Answer the call as soon as the call comes in. Search the caller's 411 directory request.
- Provide road directions if needed.
- Provide excellent and accurate customer service in each every call.
Education
No Degree - Computer MOS 2019 Certification And Career Advance
10.2021
Bachelor of Science - Psychology
03.2017
- Study Abroad: Laguna Philippines
High School Diploma -
04.1996
- 2nd honor in the class
- Study Abroad: Laguna Philippines
Skills
- Housekeeping knowledge
- Cleaning and sanitation
- Guest Relations
- Customer service-focused
- Customer Service
- Task assignment
- Staff Training and Development
- Department coordination
- Quality improvements
- Employee evaluations
Outdoor enthusiast. Amateur painter.
Loves to hike. Enjoy nature and outdoor activities such as snow boarding, surfing, parasailing and more .
Creating art solely for personal enjoyment.
Timeline
Housekeeping Supervisor - 1 Hotel West Hollywood
08.2022 - 08.2023
Call Center Representative - Dept of Labor and Industrial Relation Unemployment
05.2022 - 08.2022
Housekeeper - Prince Waikiki Hotel
12.2018 - 04.2022
Senior Quality Assurance Analyst - Sutherland Global Services
11.2013 - 06.2016
Call Center Representative - 411 Directory Assistance
03.2006 - 12.2012
Kapi'olani Community College - No Degree, Computer MOS 2019 Certification And Career Advance
University of Perpetual Help System - Bachelor of Science, Psychology
Saint Michael's College of Laguna - High School Diploma,
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