Jessica Nicks
Gulfport,MS
Summary
Dynamic leader with a proven track record at Hollywood Casino, enhancing guest satisfaction and streamlining operations. Expert in staff training and development, significantly improving team efficiency. Skilled in inventory control and customer relationship management, achieving a notable increase in cleanliness standards and operational excellence. Demonstrates exceptional guest relations and team motivation abilities, driving continuous improvement and positive outcomes.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Housekeeping Supervisor
Hollywood Casino
12.2010 - 09.2018
- Increased employee performance through effective supervision and training.
- Placed orders for housekeeping supplies and guest toiletries.
- Provided ongoing feedback and support to housekeeping staff, fostering a culture of continuous improvement and professional development.
- Collaborated with front desk staff to address guest concerns promptly, promoting an atmosphere of exceptional customer service.
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Trained and mentored all new personnel to maximize quality of service and performance.
- 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.
- Disposed of trash and recyclables each day to avoid waste buildup.
- Evaluated employee performance and developed improvement plans.
- Completed schedules, shift reports, and other business documentation.
- Communicated repair needs to maintenance staff.
- Managed laundry sorting, washing, drying, and ironing.
- Optimized workflow by regularly assessing employee performance and reallocating resources as needed, maximizing team efficiency.
- Adapted quickly to changing priorities or emergencies in order to maintain seamless daily operations without compromising guest experience or satisfaction.
- Reduced linen waste and laundry costs with careful monitoring of usage and effective communication with staff members.
- 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.
- Assisted in recruitment efforts by conducting interviews and making hiring recommendations based on candidate qualifications relevant to the role requirements.
- Enhanced team productivity by providing comprehensive training on proper cleaning techniques and equipment use.
- Implemented safety protocols for handling hazardous materials, reducing workplace accidents and ensuring compliance with OSHA regulations.
- Developed strong working relationships with vendors to ensure timely delivery of supplies and cost-effective purchasing decisions.
- Coordinated cross-departmental projects with other supervisors to enhance overall hotel operations and guest satisfaction.
- Streamlined housekeeping processes for increased efficiency by implementing a new inventory management system.
- Cultivated open lines of communication between management and housekeeping staff, facilitating efficient problem-solving when issues arose.
- Managed scheduling, payroll, and performance evaluations for housekeeping staff, fostering a positive work environment that encouraged professional growth.
- Maintained a high level of quality control through regular inspections, resulting in consistent adherence to hotel standards.
- Regularly monitored employees'' adherence to hotel policies and procedures, ensuring consistent application of brand standards across the department.
- Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
- Ensured timely completion of daily tasks, leading to an increase in positive guest feedback regarding room cleanliness.
- Drove continuous commitment to product quality and safety, reducing downtime and overtime with effective budgeting and assignation of talents as well as resources.
- Addressed customer feedback and complaints to maximize satisfaction.
- Monitored priorities and liaised between maintenance team and management, delegating tasks to complete on time.
- Completed financial tasks by estimating costs and preparing and managing budgets.
- Trained and mentored new staff on cleaning and safety protocols.
- Recommended or arranged for painting, repair work, renovations and replacement of furnishings and equipment.
- Maintained required records of work hours, budgets and payrolls.
- Conducted regular audits of public spaces and staff work areas to maximize quality control.
- Evaluated employee performance and recommended promotions, transfers and dismissals.
- Developed and implemented staff recognition programs to motivate and reward employees.
- Scheduled and prioritized tasks to staff, overseeing work completion.
- 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.
- Coordinated with outside vendors to provide supplies and equipment for staff.
- Supervised team of housekeeping and janitorial workers to meet highest quality of cleanliness and safety standards.
- Implemented daily, weekly and monthly cleaning routines for staff to follow.
- Established and enforced safety protocols and guidelines for staff.
- Monitored staff performance and provided feedback to drive productivity.
- Developed and maintained comprehensive inventory system to track equipment and supplies.
- Optimized room turnaround times, allowing for earlier check-ins and enhancing guest satisfaction.
Sales Manager
Ollies Bargain Outlet
02.2000 - 10.2003
- Attended industry events and conventions to expain sales opportunities.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Built long-lasting client relationships through excellent customer service and consistent followups.
- Implemented CRM systems for better tracking of leads, improving follow-up processes and communication within the team.
- Analyzed market trends to identify new business opportunities, leading to expansion into profitable territories.
- Negotiated contracts with vendors and suppliers, ensuring the best pricing and terms for company profitability.
- Collaborated with marketing teams to create targeted promotional campaigns, driving customer engagement and sales growth.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Implemented systems and procedures to increase sales.
- Prepared sales presentations for clients showing success and credibility of products.
- Boosted marketing, reviewed pricing strategies and expanded distribution channels to increase sales revenue.
- Enhanced profitability by developing pipelines utilizing marketing and sales strategies.
- Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
- Organized promotional events and interacted with community to increase sales volume.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Built relationships with customers and community to establish long-term business growth.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Communicated product quality and market comparisons by creating sales presentations.
- Managed accounts to retain existing relationships and grow share of business.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Consistently met or exceeded quarterly sales targets through diligent effort and persistence in closing deals.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
- Evaluated competitor offerings to adapt sales strategies and maintain competitive advantage.
- Provided ongoing training and mentorship for junior sales staff, fostering professional development and career growth.
- Assisted in recruiting top talent for the sales team, contributing to a high-performing work environment.
- Overcame objections from potential clients by addressing concerns effectively and offering customized solutions based on their unique needs.
- Managed key accounts with strategic planning and relationship building, resulting in increased customer loyalty and repeat business.
- Increased sales revenue by developing and implementing effective sales strategies.
- Developed comprehensive product knowledge, enabling tailored solutions for clients'' specific needs.
- Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success.
Sales Manager
Sears
03.2004 - 12.2011
- Attended industry events and conventions to expain sales opportunities.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Built long-lasting client relationships through excellent customer service and consistent followups.
- Implemented CRM systems for better tracking of leads, improving follow-up processes and communication within the team.
- Analyzed market trends to identify new business opportunities, leading to expansion into profitable territories.
- Negotiated contracts with vendors and suppliers, ensuring the best pricing and terms for company profitability.
- Collaborated with marketing teams to create targeted promotional campaigns, driving customer engagement and sales growth.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Implemented systems and procedures to increase sales.
- Prepared sales presentations for clients showing success and credibility of products.
- Boosted marketing, reviewed pricing strategies and expanded distribution channels to increase sales revenue.
- Enhanced profitability by developing pipelines utilizing marketing and sales strategies.
- Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
- Organized promotional events and interacted with community to increase sales volume.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Built relationships with customers and community to establish long-term business growth.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Communicated product quality and market comparisons by creating sales presentations.
- Managed accounts to retain existing relationships and grow share of business.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Consistently met or exceeded quarterly sales targets through diligent effort and persistence in closing deals.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
- Evaluated competitor offerings to adapt sales strategies and maintain competitive advantage.
- Provided ongoing training and mentorship for junior sales staff, fostering professional development and career growth.
- Assisted in recruiting top talent for the sales team, contributing to a high-performing work environment.
- Overcame objections from potential clients by addressing concerns effectively and offering customized solutions based on their unique needs.
- Managed key accounts with strategic planning and relationship building, resulting in increased customer loyalty and repeat business.
- Increased sales revenue by developing and implementing effective sales strategies.
- Developed comprehensive product knowledge, enabling tailored solutions for clients'' specific needs.
- Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Drove sales by developing multi-million dollar contract sales.
- Collaborated with advertising group to create uniformity between advertising messages and retail incentives.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Facilitated business by implementing practical networking techniques.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
- Increased profit margins by effectively controlling budget and overhead and optimizing product turns.
- Delivered recommendations to long-term accounts to promote brand awareness to key audience.
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
- Developed compelling presentation decks to gain approval for ideas and communicate results.
- Managed revenue models, process flows, operations support and customer engagement strategies.
- Compiled and analyzed data to determine approaches to improve sales and performance.
- Increased sales volume and expanded product line to new retailers, warehouse clubs and natural food chains.
- Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
- Pioneered adoption of sustainable practices in sales operations, leading to recognition as industry leader in sustainability.
- Expanded market share by identifying and penetrating untapped markets.
- Spearheaded launch of new products, conducting market research and guiding development team on customer needs.
- Drove regional sales growth, implementing innovative marketing strategies and cultivating key partnerships.
- Secured lucrative contracts with major accounts, leveraging strong negotiation skills and deep industry knowledge.
- Exceeded sales targets consistently, through strategic planning and execution of targeted sales initiatives.
- Boosted customer retention rates, establishing robust follow-up system and personalizing client interactions.
Education
Associates Degree - Nursing
Virginia College
Hattiesburg, MS07.2003
High School Diploma -
Forest High School
Forest, MS05.2000
Skills
- Cleaning and sanitation
- Guest relations
- Customer service-focused
- Customer service
- Task assignment
- Staff scheduling
- Training and mentoring
- Cleaning techniques
- Staff training and development
- Health and safety compliance
- Task delegation
- Cleaning bathrooms
- Department coordination
- Cleaning practices
- Vacuuming and sweeping
- Workload prioritization
- Customer relationship management
- Quality improvements
- Sanitation standards
- Sorting and washing laundry
- Chemical handling
- Ordering cleaning supplies
- Quality assurance controls
- Supply inventory management
- Document control
- Folding clean laundry
- Employee evaluations
- Staff evaluations
- Performance improvements
- Window cleaning
- Performance evaluation
- Waste disposal
- Report generation
- Data archiving
- Quality assurance
- Inter-department collaboration
- Dusting furniture
- Pest control
- Regulatory compliance
- Invoice processing
- Expense tracking
- Payroll administration
- Budget administration
- Housekeeping
- Team building
- Staff motivation
- Inventory control
- Maintenance coordination
- Payroll
- Vendor management
- Performance metrics tracking
Accomplishments
- Achieved Result by completing Task with accuracy and efficiency.
- Achieved Result by introducing Software for Type tasks.
- Collaborated with team of Number in the development of Project name.
- Supervised team of Number staff members.
- Resolved product issue through consumer testing.
- Documented and resolved Issue which led to Results.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved Result through effectively helping with Task.
Affiliations
- Freemason
- Society of Women Engineers
- Lions Club
- International Council of Nurses
- American Marketing Association
- Society of Human Resource Management
- National Association of Social Workers
Certification
- Certified Executive Housekeeper (CEH) - International Executive Housekeepers Association (IEHA).
- Bloodborne Pathogens Certification – American Red Cross or National Safety Council.
- Professional Cleaner Certification – Maid Training Academy.
Timeline
Housekeeping Supervisor
Hollywood Casino
12.2010 - 09.2018
Sales Manager
Sears
03.2004 - 12.2011
Sales Manager
Ollies Bargain Outlet
02.2000 - 10.2003
Associates Degree - Nursing
Virginia College
High School Diploma -
Forest High School