KEISHA J. SMALLWOOD
Chesapeake,VA
Summary
Dynamic professional with extensive experience in project coordination and team leadership at the City of Norfolk. Proven ability to enhance economic stability through effective employee relations and training programs. Skilled in Microsoft 365 and conflict management, driving successful outcomes and fostering collaborative environments.
Overview
11
11
years of professional experience
Work History
Staff Technician I
City of Norfolk/Economic Development
Norfolk, VA
08.2021 - Current
- Coordinate and lead projects and programs for local job fairs.
- Enhance the region’s economic stability and prosperity by focusing on people rather than business.
- Provide a variety of support and counsel to clients, completing online job applications and resumes.
- Independently perform multifaceted professional duties in Peoplesoft 9.1.
- Interpret policies and procedures for supervisors and employees and develop human-resources strategy.
Executive Housekeeper Manager
Hampton Inn by Hilton
Chesapeake, VA
04.2020 - 08.2021
- Established and maintained collaborative working relationships throughout the organization.
- Advised managers, desk clerks, and admitting personnel of rooms ready for occupancy.
- Conducted workplace investigations and drafted investigative reports, grieving determinations, and other professional documents in compliance.
- Planned and implemented effective training programs for all housekeeping employees to develop the skills needed to be successful and to provide exceptional guest services.
- Directed and controlled housekeeping operations and staff of the housekeeping department.
- Coordinated between housekeeping crews to inspect assigned areas.
- Hired and trained staff with the onboarding process and developed staff schedules.
- Responsible for maintaining the inventory of all guest supplies, cleaning supplies, printing and stationery for the rooms, linens, and uniforms.
Executive Housekeeper Manager
Patriots Inn
Williamsburg, VA
05.2018 - 08.2020
- Consulted with supervisors and employees and formulated recommendations regarding appropriate courses of action for a variety of employee relations issues.
- Handled all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems were resolved satisfactorily.
- Assisted in the recruitment and selection of all housekeeping employees and ensured proper staffing levels for customer service goals.
- Assured all safety and security policies and procedures were followed.
Activities Coordinator
Wyndham Governors Green
Williamsburg, VA
01.2016 - 05.2018
- Organized, led, and promoted interest in recreational activities, such as arts, crafts, sports, games, camping, and hobbies.
- Managed the daily operations of recreational facilities.
- Ensured resort flyers and signage on resort property was correct and up to date.
- Ensured guest and resident satisfaction while participating in sponsored activities.
Customer Service Rep.
Bed Bath & Beyond
Williamsburg, VA
06.2014 - 08.2016
- Recommended, selected, and helped locate and obtain merchandise based on customer needs.
- Computed sales prices, total purchases, and received and processed cash and credit payments.
- Maintained a positive, empathetic, and professional attitude toward customers always.
- Acknowledged and resolved customer complaints.
- Knew all products inside and out to answer customers’ questions.
Marketing
Wyndham Governors Green
Williamsburg, VA
05.2015 - 01.2016
- Identified, developed, and evaluated marketing strategy, based on knowledge of establishment objectives, market characteristics, and cost and markup factors.
- Formulated, directed, and coordinated marketing activities and policies to promote products and services, working with advertising and promotion managers.
- Evaluated the financial aspects of product development, such as budgets, expenditures, research and development appropriations, and return-on-investment and profit-loss projections.
- Developed pricing strategies, balancing firm objectives and customer satisfaction.
- Compiled lists describing product or service offerings.
Education
Digital Marketing Certified -
HubSpot Academy
12.2024
Master of Business Administration - Marketing
Hampton University
12.2024
Retail Management- Merchandising, Distribution and Marketing -
Alison Empower Yourself
09.2024
Employee Relations Committee -
City of Norfolk
09.2024
Workforce Development Professional Certificate -
City of Norfolk
09.2022
CPR/AED/First Aid -
City of Norfolk
07.2022
B.S Systems Organization & Management - Human Resources Management
Hampton University
05.2021
Skills
- Word processing
- Spreadsheets
- Microsoft 365
- Understanding policies and procedures
- Motivating teams
- Managing conflict
- Reasoning
- Analytical skills
- Problem solving
- Decision-making
- Interpersonal skills
- Communication
- Employee relations
- Leadership
- Talent acquisition
- Organizational strategy
- Training and development
Timeline
Staff Technician I
City of Norfolk/Economic Development
08.2021 - Current
Executive Housekeeper Manager
Hampton Inn by Hilton
04.2020 - 08.2021
Executive Housekeeper Manager
Patriots Inn
05.2018 - 08.2020
Activities Coordinator
Wyndham Governors Green
01.2016 - 05.2018
Marketing
Wyndham Governors Green
05.2015 - 01.2016
Customer Service Rep.
Bed Bath & Beyond
06.2014 - 08.2016
Digital Marketing Certified -
HubSpot Academy
Master of Business Administration - Marketing
Hampton University
Retail Management- Merchandising, Distribution and Marketing -
Alison Empower Yourself
Employee Relations Committee -
City of Norfolk
Workforce Development Professional Certificate -
City of Norfolk
CPR/AED/First Aid -
City of Norfolk
B.S Systems Organization & Management - Human Resources Management
Hampton University
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