DeLanta Thompson
Suitland
Summary
Customer- Oriented Director with 10+ years of experience with Housekeeping and Customer Service. Focused on increasing motivation and production. Adaptive and deadline-oriented with the capacity to execute and complete multiple projects in high volume environments. Meticulous leader and strategic planner with comprehensive managerial acumen, offering great ideas and bringing a dependability mindset and passion to succeed.
Overview
18
18
years of professional experience
Work History
Unit Operations Director
Alexandra Public Schools
02.2024 - Current
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Monitored and coordinated workflows to optimize resources.
- Improved project efficiency with strategic planning, resource allocation, and time management practices.
- Spearheaded innovative approaches to resource allocation and strategic planning.
- Worked closely with organizational leadership and board of directors to guide operational strategy.
- Drafted and distributed reports to assist board members with critical business decisions.
- Assisted in recruiting, hiring and training of team members.
- Evaluated employee performance objectively using established metrics, leading to fair compensation adjustments based on meritocracy principles.
- Managed daily operations while overseeing multiple locations to foster increased productivity.
Assistant Director of Housekeeping
Pendry Hotel
01.2023 - 01.2024
- Trained and mentored all new personnel to maximize quality of service and performance.
- Communicated repair needs to maintenance staff.
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Completed schedules, shift reports, and other business documentation.
- Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
- Worked with front desk to respond promptly to all guest requests.
- Evaluated employee performance and developed improvement plans.
- Established team priorities, maintained schedules and monitored performance.
- Defined clear targets and objectives and communicated to other team members.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
Director of Environmental Health
Next Level Hospitality
10.2021 - 01.2023
- Drove continuous improvement initiatives within environmental health, safety and sanitation areas.
- Compiled reports and provided training courses.
- Investigated incidents affecting health.
- Investigated complaints and expediently resolved concerns.
- Prepared detailed scientific reports or presentations based on findings.
- Performed environmental site assessments and provided remediation recommendations.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Worked flexible hours; night, weekend, and holiday shifts.
- Maintained energy and enthusiasm in fast-paced environment.
- Performed calculations in overtime, vacation and sick hours to provide accurate data to payroll processing database.
- Verified and submitted timekeeping information for accurate and efficient payroll processing.
- Managed payroll data entry and processing for 30 employees to comply with predetermined company guidelines.
- Gathered employee data to develop monthly work schedules, enabling proper staffing for departments for each shift.
- Developed and implemented scheduling policies.
- Worked with supervisors and team members to understand supply needs and bring levels within desired tolerances.
- Reviewed monthly operations to assess compliance with budgets and determine necessary adjustments for future plans.
- Suggested spending improvements boosting profits 30%.
- Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
- Recruited, interviewed, hired and trained 12 employees and implemented mentoring program to promote positive feedback and engagement.
Director Of Environmental Services
Healthcare Services Group Inc.
02.2018 - 10.2021
- Created and implemented training programs to enhance employee performance.
- Completed schedules, shift reports and other business documentation.
- Directed team of 25 personnel in busy nursing home with 80 rooms and 142 patients.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Trained and mentored all new personnel to maximize quality of service and performance.
- Worked with front desk to respond promptly to all guest requests.
- Placed orders for housekeeping supplies.
- Increased employee performance through effective supervision and training.
- Maintained controls over expenses and inventory for optimal budget tracking.
- Maintained daily facility operations.
- Supervised daily operations, including employee performance, preventive maintenance and safety.
Customer Service Representative
Department Of General Services
02.2016 - 02.2018
- Answered customer telephone calls promptly and in appropriate manner.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Collected customer feedback and made process changes to exceed customer satisfaction goals by 100%.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Described process of Work Order Management to customers, thoroughly explaining details.
- Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Facility Administrator
George Washington University
04.2010 - 02.2017
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
- Surpassed performance goals by approaching all interactions with resourcefulness, organization and customer-centric solutions.
- Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled day-to-day customer contact via phones, faxes and emails.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions.
- Assisted call-in customers with questions and placed work orders
Housekeeping Aide
Doctors Community Hospital
08.2006 - 12.2010
- Transported soiled linens to laundry facilities.
- Accepted accountability for all assigned building keys, master keys and access cards.
- Quietly waxed, buffed and vacuumed floors.
- Used Auto Scrubber equipment and different items to clean and maintain all types of floors.
- Kept building entryway glass clean and polished for professional presentation.
- Serviced bathrooms, including cleaning, sanitizing and supply replenishment.
- Disposed of trash and recyclables each day to avoid waste buildup.
- Engaged with guests in positive and professional manner to promote satisfaction.
- Removed bed sheets and towels from rooms and treated linens prior to washing to restore all linens to pristine condition.
- Sanitized all kitchen surfaces, wiped down cabinets and swept and mopped floors
Education
High School Diploma -
Forestville Military Acad.
Forestville MarylandSkills
- Research skills
- Compliance inspections
- Environmental assessment
- Staff training
- Materials handling
- Job cost reports
- Infection control
- Skill development
- Scheduling and calendar management
- Customer relations
- Equipment operations
- Cleaning and sanitation
- Creative problem solving
- Service standard compliance
- Technical support
- Administrative support
- Quick learner
- Data entry
- Computer proficient
- Professional telephone demeanor
- Strategic sales knowledge
- Good listening skills
- Recordkeeping strengths
- Multi-line phone talent
- Account management
- Vacation and Sick Leave Tracking
- Time Tracking and Review
- Kronos Workforce Payroll
- Employee File Maintenance
- Payroll Administration
- Direct Deposit Processing
- Termination Processing
- Quarterly Reviews
- Rate Changes
Accomplishments
Employee of the Month. George Washington Univ.- May 2016
Service Star of the Month. Doctors Community Hospital- Feb. 2009
Rookie Of the Month- Department of General Services.- March 2017
Timeline
Unit Operations Director
Alexandra Public Schools
02.2024 - Current
Assistant Director of Housekeeping
Pendry Hotel
01.2023 - 01.2024
Director of Environmental Health
Next Level Hospitality
10.2021 - 01.2023
Director Of Environmental Services
Healthcare Services Group Inc.
02.2018 - 10.2021
Customer Service Representative
Department Of General Services
02.2016 - 02.2018
Facility Administrator
George Washington University
04.2010 - 02.2017
Housekeeping Aide
Doctors Community Hospital
08.2006 - 12.2010
High School Diploma -
Forestville Military Acad.