Leslyn Brown Marshall
Hackensack,NJ
Summary
With more than 18 years of experience in the housekeeping service industry, I have acquired extensive knowledge and expertise in the areas of proper cleanliness levels, service standards, inventory management, budgeting, and revenue generation. My strong leadership skills have enabled me to effectively mentor, coach, and train staff, while my prompt responsiveness to guests' queries and issues has been consistently lauded. I am an organized, efficient, and highly productive individual, with a comprehensive understanding of all housekeeping administrative functions.
Overview
10
10
years of professional experience
Work History
EVS Assistant Director
Live! Casino & Hotel
09.2022 - Current
- The EVS assistant director assumes responsibility for providing necessary training support and learning opportunities to the department
- This involves facilitating the preparation, presentation, facilitation, monitoring, evaluation, and documentation of training activities.
- Developed and managed a team of 10 employees to ensure efficient operations of the organization.
- Coordinated financial activities, budgeting and forecasting for assigned departments.
- Implemented policies and procedures to ensure compliance with federal, state and local laws.
- Created and maintained reports on operational performance metrics.
- Monitored staff performance, provided feedback and conducted annual reviews.
- Provided guidance to departmental staff in resolving customer complaints.
- Analyzed data from multiple sources to identify trends and develop strategies for improvement.
- Assisted in developing strategic plans to meet organizational goals and objectives.
- Conducted training sessions on new processes or products for internal staff members.
- Led weekly meetings with department heads to review progress towards project milestones.
- Managed daily workflow of personnel by assigning tasks, tracking progress and providing assistance when needed.
- Developed protocols for handling confidential information within the organization.
- Ensured compliance with safety regulations among all personnel.
- Negotiated contracts with vendors for services rendered or products purchased.
- Identified areas of opportunity for cost savings initiatives across departments.
- Established standards of excellence for customer service delivery throughout the organization.
- Collaborated with other departments to improve interdepartmental communication.
- Supervised recruitment process including interviewing candidates, making hiring decisions and onboarding new hires.
- Represented the company at industry conferences as a subject matter expert.
- Oversaw employee relations issues such as grievances, disciplinary actions and terminations.
- Evaluated existing systems and processes in order to recommend improvements.
- Managed schedules by completing work accurately and on time.
- Directed special projects and daily operations.
- Cultivated and maintained relationships to promote positive work culture.
- Coached and guided direct reports on day-to-day operations and company policies and procedures.
- Supported work-life balance to improve staff morale.
- Generated reports to review data and issue corrective actions for improvements.
- Developed department performance goals and methods for achieving milestones.
- Successfully improved employment turnover through creating incentive and training programs.
- Established budgets and tracked expenses to drive operational efficiency.
- Oversaw purchasing and inventory to retain physical assets.
Part-Time Customer Service/Cashier Associate
Lowes
05.2022 - 12.2022
- Lowe’s customer service associates have a wide range of responsibilities, which can include helping customers choose products, maintaining the store’s visual appeal, explaining technical details about products, ensuring accurate order processing, performing clerical tasks, aiding customers with loading and unloading, aiding contractors with selecting and ordering supplies, and interacting with contractors, architects, designers, and other team members.
Assistant Housekeeping Manager
Marriott Gaylord National Resort & Convention Centre
02.2022 - 08.2022
- Managing two thousand rooms and a staff complement of 350 in housekeeping
- Aid in all Lost and Found procedures
- Obtains a list of rooms to be cleaned at once and a list of prospective check-outs or discharges to prepare work assignments
- Inventories stock to ensure adequate supplies
- Ensures guest room is communicated to the front desk promptly and efficiently
- Works effectively with the Engineering department on guest room maintenance needs
- Understands and follows loss prevention policies and procedures
- Ensures all employees have proper supplies, equipment, and uniforms
- Aids in supervising an effective inspection program for all guestrooms and public spaces
- Observes service behaviors of employees and supplies feedback to individuals; continuously strives to improve service performance
- Working with other departments to achieve the same goal which is excellent service for the Guest and the cleanliness of the Casino.
Executive Housekeeping Manager
Oceans 2 Beach Club & Spa, Barbados All Inclusive Resorts
07.2021 - 12.2021
- Supervising 130 Guest rooms daily
- Monitoring and overseeing the cleanliness of the rooms daily
- Daily inspection for maintenance and the upkeep of all rooms
- Monitoring room attendants and housemen ensuring guest satisfaction are met
- Prepare a daily worksheet for both room attendants and housemen
- Maintain the laundry room ensuring linen is prepared for all rooms as pre-standard, ensuring the cleanliness of the linen room, and taking inventory every week
- Conducting briefings ensures that all information involving the guest is given to both room attendants and housemen daily
- Monitoring the cleanliness of public areas ensuring that the areas are always ready for the guest
- Training and coaching for room attendants to ensure the service is in line with the standard of the Hotel
- Ensuring the readiness of all rooms is up to par with hotel standards in preparation for arriving guests.
Senior Deck Manager
P&O CRUISES /Carnival UK, United Kingdom
04.2017 - 07.2021
- Overseeing housekeeping staff to keep cleanliness and detailing of cabins and suites
- Respond to guests’ queries and complaints within 12 hours
- Monitoring room attendants and custodial ensuring guest satisfaction
- Making the NPS scores a top priority
- Evaluating the performance of the cabin stewards and their assistants, helps to develop their skills so that they could be better equipped to deliver quality service to the guests daily
- Ensured the readiness of all rooms up to the expectation of company standards in preparation for guests
- Ensuring all Logs for USPH/UKPH/VSP are updated
- Maintained strong customer service and interaction with the guest daily
- Working with different department Heads to ensure guest satisfaction
- Generating Emails and different reports and making sure it is on time
- Overseeing the departmental budget and revenue on a day-to-day basis
- Making safety the foremost importance of our daily operations.
2nd Housekeeper
DISNEY CRUISE LINES, Miami, Florida
06.2014 - 01.2016
- Overseeing housekeeping staff to keep cleanliness and detailing of rooms
- Response to guests’ queries and complaints
- Monitoring room attendants and custodial ensuring guest satisfaction
- Scheduling of staff according to projected staffing requirements
- Evaluating the performance of the room attendants and helping to develop their skills so that they could be better equipped to deliver quality service to the guests.
Crew Area Housekeeper
P&O CRUISES /Carnival UK, United Kingdom
- Assisted the Executive and Assistant housekeeper on the daily routine within the department
- Played a vital role in making sure all crew on board had comfortable living quarters and clean surroundings (1200 crew)
- Aid with departmental deployment
- Baggage operation was one of my major responsibilities
- Conduct in-depth checks on the cleanliness of the crew areas and address any issues that may occur
- Take an initiative-taking approach to Training and development for all new joiners in housekeeping, also making sure that they are fully equipped with all uniform and working material
- Prepare and conduct Crew rounds every week
- Work closely with the HR on different crew activities
- Manager eight officer steward making sure all senior management is taken care of together with the following officers.
Public Area Housekeeper
P&O CRUISES /Carnival UK, United Kingdom
- Assisted the Executive housekeeper in upkeeping the cleanliness of the public areas in the entire Ship
- Solely responsible for the NPS scores for public area
- Worked closely with the laundry manager/Florist/Deck Managers to generate revenue for the department
- Maintain all equipment within the Department
- Work Closely with the Crew Area Housekeeper to create weekly scheduling within the department
- Aid with different surveys and projects for the upkeep of the cleanliness and the standard of the ship.
Education
High School Diploma -
Trinidad And Tobago
Trinidad And Tobago03-1999
Skills
- Analytical and critical thinking skills
- Multi-tasking
- Patience in dealing with different Learning
- Strategic Planning
- Human Resources
- Customer Service
- Customer Complaint Resolution
- Customer Satisfaction
- Environmental Compliance
- Incident Investigation
- Checking Supplies
- Pest Control
- Troubleshooting Abilities
- Inspecting Equipment
- Chemical Handling
- Hygiene Standards
- Trash Collection
- Hazardous Waste Management
- Delegating Work Assignments
- Budget Management
- Employee Development
- Process Improvement
- Staff Management
- Revenue Forecasting
- Cost Control
- Professional and Courteous
- Staff Training
- Problem-Solving Aptitude
- Negotiation and Conflict Resolution
- Computer Skills
- Team Collaboration
- Self Motivation
- Reliability
- Attention to Detail
- Performance Evaluation
- Team Building
- Training and Development
- Excellent Communication
- Team Leadership
- Positive Attitude
Certifications Training
- Pest Control Applicator Course Level 2 (Nutra stat)
- Managing Integrated Pest Control Level 3 (Nutra stat)
- Crowd and Safety Management.
- Customer Service training
- Excel, PowerPoint, Microsoft Word Savvy
- Hospitality Management
References
Available Upon Request
Timeline
EVS Assistant Director
Live! Casino & Hotel
09.2022 - Current
Part-Time Customer Service/Cashier Associate
Lowes
05.2022 - 12.2022
Assistant Housekeeping Manager
Marriott Gaylord National Resort & Convention Centre
02.2022 - 08.2022
Executive Housekeeping Manager
Oceans 2 Beach Club & Spa, Barbados All Inclusive Resorts
07.2021 - 12.2021
Senior Deck Manager
P&O CRUISES /Carnival UK, United Kingdom
04.2017 - 07.2021
2nd Housekeeper
DISNEY CRUISE LINES, Miami, Florida
06.2014 - 01.2016
Crew Area Housekeeper
P&O CRUISES /Carnival UK, United Kingdom
Public Area Housekeeper
P&O CRUISES /Carnival UK, United Kingdom
High School Diploma -
Trinidad And Tobago