Jennifer Hebert
Pensacola,FL
Summary
Hands-on and results-driven customer service professional with over 20 years of experience in the hospitality industry. Expertise in strategic planning, de-escalation, client relations, and budget direction. Proven ability to lead and develop teams, manage operations, and enhance customer satisfaction. Adept at recruiting and training staff, optimizing workflows, and ensuring regulatory compliance in high-demand environments.
Overview
23
23
years of professional experience
Work History
Housekeeping Manager
Vacasa/Meyer Vacation Rentals
02.2021 - Current
- Oversee the daily operation of 1400+ vacation rental properties.
- Managed staff of 25 housekeeping/maintenance support staff and 80+ vendors.
- Coordinated household cleaning service operations and managed client relations.
- Drove improvements to workflow and room turnover with hands-on, proactive management style.
- Evaluated employee performance and developed improvement plans.
- Placed orders for housekeeping supplies and guest toiletries.
- Developed and implemented detailed housekeeping standards to promote cleanliness standards for guest rooms and common areas.
- Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
- Trained and mentored all new personnel to maximize quality of service and performance.
- Completed schedules, shift reports, and other business documentation.
- Communicated repair needs to maintenance staff.
Asset Manger
Meyer Vacation Rentals
01.2019 - 02.2021
- Hired and trained new employees, demonstrating best methods for serving owners and guests.
- Supervised 5 property managers and managed 550 rental assets, maintaining contractual, compliance and reporting requirements for all areas and assets.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Analyzed and evaluated business data to identify opportunities for improvement.
- Implemented successful strategies to increase customer satisfaction.
- Developed and implemented marketing strategies to promote rental bookings.
- Increased customer service ratings through personable service.
- Fostered safe lodging environment with reliable and effective services.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
Area Manager
Meyer Vacation Rentals
06.2006 - 01.2019
- Completed schedules, shift reports, and other business documentation.
- Communicated repair needs to maintenance staff.
- Increased employee performance through effective supervision and training.
- Evaluated employee performance and developed improvement plans.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Developed and implemented detailed housekeeping standards to promote cleanliness standards for guest rooms and common areas.
- Monitored staff performance and provided feedback to drive productivity.
- Maintained required records of work hours, budgets and payrolls.
- Implemented daily, weekly and monthly cleaning routines for staff to follow.
- Established and enforced safety protocols and guidelines for staff.
- Completed financial tasks by estimating costs and preparing and managing budgets.
- Supervised 100+ Housekeepers and managed 45 Runner/Inspectors.
Casino Manager
Osage Express Gaming Corp.
09.2001 - 06.2005
- Organized and controlled 10 poker tournaments every month.
- Stayed current on changing tricks and techniques used by players of each game.
- Monitored expenses, budgets and accounts to identify discrepancies.
- Oversaw money banks for machine drops and coordinated paperwork for transfers.
- Interviewed, hired and trained new gambling floor workers.
- Coordinated staff schedules, rotations and breaks.
- Satisfied VIP clients with complimentary benefits to encourage continued gameplay.
- Helped market casino to target groups to bring in business and sustain continued profits.
- Maintained customer loyalty to casino with expert and immediate handling of complaints.
Education
South Louisiana Tech
Houma, LaHigh School Diploma -
H.l. Bourgeois High School
Gray, LA1996
Skills
- Strategic Planning: Skilled in developing and implementing long-term strategies to achieve business objectives
- De-escalation: Proficient in handling and resolving conflicts, ensuring positive outcomes for clients and staff
- Client Relations: Strong interpersonal skills with a track record of building and maintaining positive client relationships
- Budget Direction: Experienced in financial oversight, including budget planning and cost control
- Team Building and Leadership: Effective in fostering a collaborative and motivated work environment
- Scheduling and Workflow Planning: Expertise in creating efficient schedules and managing workflows for optimal productivity
- Recruiting & Training: Capable of identifying talent and providing comprehensive training to enhance team performance
Timeline
Housekeeping Manager
Vacasa/Meyer Vacation Rentals
02.2021 - Current
Asset Manger
Meyer Vacation Rentals
01.2019 - 02.2021
Area Manager
Meyer Vacation Rentals
06.2006 - 01.2019
Casino Manager
Osage Express Gaming Corp.
09.2001 - 06.2005
South Louisiana Tech
High School Diploma -
H.l. Bourgeois High School