Jennifer Delp
Customer Service Professional
Cambridge,MN
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Focused professional knowledgeable about devising innovative solutions to diverse business concerns and goals. A strategic and forward-thinking leader with a self-motivated and tactical mindset. Excellent relationship-building and critical thinking skills with a determined and decisive nature.
Overview
15
15
years of professional experience
9
9
years of post-secondary education
Work History
Overnight Cleaner
Planet Fitness
Elk River, MN
02.2023 - Current
- Enhance cleanliness by thoroughly sanitizing all surfaces, floors, and equipment during overnight shifts.
- Maintain a safe environment for building occupants by promptly addressing spills and/or potential hazards.
- Streamline cleaning processes for increased efficiency and reduced labor costs.
- Assist in reducing energy usage by turning off lights and equipment not in use during overnight hours.
- Improve overall facility appearance with meticulous attention to detail during cleaning tasks.
- Ensure proper sanitation measures are followed in all areas, reducing the risk of contamination or illness.
- Develop strong relationships with daytime staff, facilitating clear communication about ongoing maintenance needs or concerns.
- Perform deep-cleaning tasks such as carpet extraction, floor refinishing, or window washing as part of scheduled preventative maintenance programs.
- Clean equipment and machinery to maintain optimum working conditions,
- Skilled at working independently and collaboratively in a team environment.
- Augment cleanliness standards by consistently maintaining a well-organized and efficient cleaning routine.
Housekeeping Supervisor
Best Western Plus Hotel
Blaine, MN
04.2022 - 06.2023
- Cultivated overall guest satisfaction by consistently maintaining clean and organized rooms and common areas.
- Streamlined housekeeping processes for increased efficiency by implementing a new inventory management system.
- Reduced linen waste and laundry costs with careful monitoring of usage and effective communication with staff members.
- Ensured timely completion of daily tasks, leading to an increase in positive guest feedback regarding room cleanliness.
- Enhanced team productivity by providing comprehensive training on proper cleaning techniques and equipment use.
- Maintained a high level of quality control through regular inspections, resulting in consistent adherence to hotel standards.
- Collaborated with front desk staff to address guest concerns promptly, promoting an atmosphere of exceptional customer service.
- Contributed to the hotel's reputation for excellence by consistently meeting or exceeding cleanliness benchmarks set by Best Western.
- Managed scheduling, payroll, and performance evaluations for housekeeping staff, fostering a positive work environment that encouraged professional growth.
- Assisted in recruitment efforts by conducting interviews and making hiring recommendations based on candidate qualifications relevant to the role requirements.
- Regularly monitored employees'' adherence to hotel policies and procedures, ensuring consistent application of Best Western standards across the department.
- Communicated repair needs to maintenance staff.
- Worked with front desk to respond promptly to all guest requests.
- Placed orders for housekeeping supplies and guest toiletries.
- 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.
- Increased employee performance through effective supervision and training.
- Completed schedules, shift reports, and other business documentation.
- Adapted quickly to changing priorities or emergencies to maintain seamless daily operations without compromising guest experience or satisfaction.
- Cultivated open lines of communication between management and housekeeping staff, facilitating efficient problem-solving when issues arose.
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Managed laundry sorting, washing, drying, and ironing.
- Adhered to safety protocols by enforcing proper equipment usage.
- Trained and mentored new staff on cleaning and safety protocols.
- Scheduled and prioritized tasks to staff, overseeing work completion.
- Implemented daily, weekly and monthly cleaning routines for staff to follow.
- Collaborated with management to develop long-term strategies for housekeeping and janitorial department.
- Prepared and submitted reports to demonstrate staff productivity and areas of improvement.
- Evaluated employee performance and recommended promotions, transfers and dismissals.
- Maintained required records of work hours, budgets and payrolls.
- Coordinated with outside vendors to provide supplies and equipment for staff.
- Completed financial tasks by estimating costs and preparing and managing budgets.
Front Desk Agent/Night Auditor
Best Western Plus
Isanti, MN
10.2020 - 04.2022
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Streamlined front desk operations for improved efficiency and faster service delivery.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Ensured compliance with Best Western policies and procedures while addressing any discrepancies promptly.
- Identified opportunities for process improvement within the front desk operations, leading to enhanced efficiency without sacrificing the quality of service provided to guests.
- Introduced customers to resort amenities with a pleasant and helpful demeanor.
- Enforced Best Western policies and procedures to increase efficiency.
- Coordinated group bookings successfully, handling all logistics from reservation confirmation to departure arrangements.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Maintained clean and organized front desk areas to uphold a polished company image.
- Enhanced guest satisfaction by efficiently managing night audit tasks and resolving issues promptly.
- Streamlined the check-in and check-out process for guests, ensuring a smooth experience during overnight hours.
- Maintained accurate financial records by diligently balancing daily revenue reports and identifying discrepancies.
- Assisted management in forecasting room occupancy rates, optimizing room allocation, and maximizing revenue.
- Upheld hotel security by vigilantly monitoring CCTV footage and conducting periodic property walkthroughs.
- Collaborated with the front desk team to ensure seamless transitions between shifts and consistent communication regarding guest needs.
- Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
- Demonstrated proficiency in various software systems used for reservation management, billing adjustments, and report generation.
- Promoted a positive work atmosphere by maintaining high levels of professionalism, enthusiasm, and commitment to guest satisfaction during overnight shifts.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Generated and printed daily financial reports to track hotel performance.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Kept accounts in balance and ran daily reports to verify totals.
- Entered and updated sensitive customer information during check-ins and room changes.
- Entered customer data into room system and updated information whenever patrons changed rooms.
- Called guests requiring wake-up calls within two minutes of scheduled call, constantly maintaining positive, and welcoming.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
Quality Trainer
The Cleaning Authority
Ramsey, MN
11.2016 - 10.2021
- Emended employee competency levels with regular skill assessments and individualized coaching plans.
- Boosted customer satisfaction ratings by ensuring every cleaning met or exceeded TCA quality standards.
- Mentored new hires during their onboarding process, providing guidance on best practices for maintaining high-quality cleanings.
- Established clear expectations regarding desired outcomes for each training session, enabling participants to remain focused throughout the activities.
- Promoted a positive and supportive learning environment, fostering strong relationships with team members that translated into increased engagement and motivation.
- Evaluated employee performance on an ongoing basis, providing constructive feedback and actionable steps for improvement where necessary.
- Applied coaching techniques and tools to support managers and team members in improving performance.
- Assured consistent quality of cleanings by implementing and enforcing training systems.
- Evaluated interactions between associates and customers to assess personnel performance.
- Developed customized cleaning schedules tailored to client needs, ensuring timely completion and customer satisfaction.
- Educated staff on environmentally friendly practices, incorporating sustainable methods into daily operations where possible.
- Promoted teamwork among employees through regular meetings and open dialogues about shared goals, fostering a collaborative atmosphere within the organization.
- Provided ongoing coaching for employees struggling with specific tasks or responsibilities to improve overall skill set within the team.
- Consistently exceeded client expectations by delivering exceptional service and maintaining a strong attention to detail.
- Trained staff on expected standards and quality of general cleaning, health and safety requirements, and equipment operation.
- Increased employee performance through effective supervision and training.
- Adhered to safety protocols by enforcing proper equipment usage.
- Produced accurate and well-planned health and safety risk assessments documenting safe work of cleaning staff.
- Established routine inspections to monitor standards of cleanliness and developed and implemented improvement methods to meet evolving business needs.
- Trained staff on expected standards and quality of general cleaning, health and safety requirements and equipment operation.
- Trained and mentored all new personnel to maximize quality of service and performance.
- Completed schedules, shift reports, and other business documentation.
- Established a reputation for punctuality, professionalism, and dependability that contributed to high levels of client satisfaction and repeat business.
- Adhered to professional house cleaning checklist.
Education
Bachelor of Science - Child Psychology
Saint Leo University
Saint Leo, FL 08.2020 - Current
Associate of Science - Business Administration And Management
Minneapolis Community And Technical College
Minneapolis, MN 08.2014 - 05.2016
High School Diploma -
Stonewall Jackson High School
Manassas, VA 08.2000 - 06.2004
Skills
- Inventory management
- Attention to detail
- Organizational skills
- Conflict resolution
- Physical stamina
- Teamwork and collaboration
- Employee Training
- Policy and Procedure Enforcement
- Payroll Understanding
- Workload prioritization
- Team leadership
- Customer service orientation
- Task delegation
- Clear Communication
- Work Orders
- Time Management
- Safety Standards
- Dependable and Responsible
- Janitorial Equipment Familiarity
- Following Regulations
- Adaptable and Flexible
- Checklists and Recordkeeping
- Hospitality Management
- Guest Satisfaction
- Active Listening
- Cleanliness Standards
- Account Reconciliation
- Supply Replenishment
- Office Supervision
- Reservation Processing
- Charge Posting
- Mail and Packages
- Financial Management
- Revenue Monitoring
- Data Analysis
- Room Inventory
- Concierge Assistance
- Managing Reception
- Checking Guests In and Out
- Conference and Meeting Planning
- Audit Reporting
- Financial Statements Expertise
- Transportation Arrangements
- Automated Telephone Systems
- Credit and Cash Payments
- Complaint Resolution
- Room Charges
- Performing Wake-Up Calls
- Punctual
- Payment Oversight
- Customer Needs Assessments
- Polish Furniture
- Interpersonal Skills
- Equipment Care
- Minor Repairs
- Carpet Steaming and Shampooing
- Vacuuming and Sweeping
- Skilled Housekeeper
Accomplishments
Ambassador to Donor for Life Bone Marrow Organization
Affiliations
- Gardening
- Boating
- Swimming
- Camping
- Dancing
- Sailing
Certification
Quality Inspector Certification TCA 2018
Notary Public of MN Seal#89324
References
References available upon request.
Timeline
Overnight Cleaner
Planet Fitness
02.2023 - Current
Housekeeping Supervisor
Best Western Plus Hotel
04.2022 - 06.2023
Front Desk Agent/Night Auditor
Best Western Plus
10.2020 - 04.2022
Bachelor of Science - Child Psychology
Saint Leo University
08.2020 - Current
Quality Trainer
The Cleaning Authority
11.2016 - 10.2021
Associate of Science - Business Administration And Management
Minneapolis Community And Technical College
08.2014 - 05.2016
High School Diploma -
Stonewall Jackson High School
08.2000 - 06.2004