Mark Shepard
Erie
Summary
Dedicated leader with strong problem-solving skills and attention to detail. Experienced in managing housekeeping operations and fostering a positive work environment, leading to increased employee performance and guest satisfaction.
Overview
20
20
years of professional experience
Work History
Director of Housekeeping and Laundry
Aramark
Erie, PA
04.2019 - Current
- Directed housekeeping operations, ensuring compliance with safety and sanitation standards.
- Implemented training programs for staff, enhancing efficiency and service quality.
- Developed and executed cleaning schedules to optimize workflow and resource allocation.
- Monitored inventory levels, coordinating with suppliers to maintain operational readiness.
- Collaborated with management to establish budgetary guidelines, reducing operational costs.
- Led performance evaluations for team members, fostering professional development and accountability.
- Established quality control measures, ensuring adherence to company standards across all facilities.
- Reduced employee turnover rate by fostering a positive work environment and providing opportunities for professional growth.
- Increased team productivity by effectively delegating tasks and setting clear expectations for each staff member''s role within the department.
- Managed budget allocation for the housekeeping department, optimizing resource utilization while maintaining high-quality services.
- Ensured compliance with safety and sanitation regulations, maintaining a clean and hygienic establishment at all times.
- Conducted regular inspections of guest rooms and public spaces, ensuring adherence to established cleanliness standards and addressing any issues promptly.
- Successfully addressed guest concerns regarding housekeeping matters in a timely manner, leading to increased repeat business.
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Trained and mentored all new personnel to maximize quality of service and performance.
- 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.
- Increased employee performance through effective supervision and training.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Completed schedules, shift reports, and other business documentation.
- Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
- Managed laundry sorting, washing, drying.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Defined clear targets and objectives and communicated to other team members.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Support and train Managers from other facilities.
Area Manager
Bonded Services
Erie, PA
12.2016 - 11.2017
- Oversaw daily operations across multiple service locations, ensuring compliance with company standards.
- Streamlined workflow processes to enhance team productivity and service quality.
- Developed training programs for new managers, fostering skill development and leadership growth.
- Implemented inventory management systems, reducing costs and improving resource allocation.
- Analyzed performance metrics to identify areas for operational improvement and drive efficiency.
- Facilitated regular team meetings to promote communication and collaborative problem-solving among staff.
- Established strategic partnerships with local vendors to enhance service offerings and customer satisfaction.
- Led a team to achieve company goals and exceed targets consistently, fostering a positive work environment.
- Managed daily operations for optimal performance, ensuring timely completion of tasks and projects.
- Conducted regular performance evaluations to identify areas for improvement and develop action plans for growth.
- Assessed reports to evaluate performance, develop targeted improvements, and implement changes.
- Mentored junior staff members, providing guidance on best practices and professional development opportunities.
- Transformed underperforming teams into productive, profitable teams.
- Facilitated conflict resolution among team members, promoting open communication and fostering a positive workplace culture.
- Developed strong relationships with clients, leading to increased customer satisfaction and repeat business.
- Resolved conflicts promptly to promote positive environment for customers.
- Developed and implemented strategies to improve customer service and increase sales.
- Improved overall efficiency by identifying areas in need of improvement and implementing necessary changes.
- Optimized staffing levels by closely monitoring workload demands and adjusting schedules accordingly.
- Developed comprehensive training programs that equipped employees with the skills necessary for success in their roles.
- Oversaw budget planning, strategy development, community outreach for organization.
- Implemented cost-saving measures that resulted in significant financial savings for the company without sacrificing quality or service.
- Oversaw inventory management, reducing costs through accurate forecasting and strategic purchasing decisions.
- Supervised various locations, enforcing high-quality standards of operation.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Developed detailed plans based on broad guidance and direction.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Driver
Hansenerrandservice
Erie, PA
04.2015 - 06.2016
- Delivered packages efficiently while adhering to safety regulations and traffic laws.
- Planned optimal routes to minimize travel time and fuel consumption.
- Maintained accurate records of deliveries, including customer signatures and inventory logs.
- Trained new drivers on safe driving practices and company policies.
Housekeeping Supervisor
Saint Vincent's Hospital
Erie, PA
03.2006 - 03.2014
- Supervised daily housekeeping operations, ensuring adherence to hospital cleanliness standards.
- Trained and mentored staff on efficient cleaning techniques and safety protocols.
- Managed inventory of cleaning supplies, optimizing usage and reducing waste.
- Conducted regular inspections to maintain compliance with health regulations and quality standards.
- Scheduled staff shifts effectively, balancing workload across the housekeeping team.
- Assisted in recruitment efforts by conducting interviews and making hiring recommendations based on candidate qualifications relevant to the role requirements.
- Implemented safety protocols for handling hazardous materials, reducing workplace accidents and ensuring compliance with OSHA regulations.
- Evaluated employee performance and developed improvement plans.
- Optimized workflow by regularly assessing employee performance and reallocating resources as needed, maximizing team efficiency.
- Managed scheduling, payroll, and performance evaluations for housekeeping staff, fostering a positive work environment that encouraged professional growth.
- Maintained inventory levels of cleaning supplies and equipment, ensuring no disruptions in daily operations.
- Enhanced appearance of public areas, implementing detailed deep-cleaning schedule.
- Implemented daily, weekly and monthly cleaning routines for staff to follow.
- Supervised team of housekeeping and janitorial workers to meet highest quality of cleanliness and safety standards.
- Scheduled and prioritized tasks to staff, overseeing work completion.
- Conducted regular audits of public spaces and staff work areas to maximize quality control.
Education
High School Diploma -
East High
Erie, PA06-1986
Skills
- Task delegation
- Scheduling
- Scheduling coordination
- Supplies inventory
- Staff meetings
- Housekeeping standards
- Budgets
- Laundry operations
- Cleaning practices
- Cleaning and sanitation
- Customer service-focused
- Vacuuming and sweeping
- Cleaning bathrooms
- Housekeeping
- Training and mentoring
- Staff training and development
- Task assignment
- Folding clean laundry
- Team building
- Window cleaning
- Dusting furniture
- Cleaning techniques
- Chemical handling
- Sorting and washing laundry
- Inventory control
- Ordering cleaning supplies
- Employee evaluations
- Staff scheduling
- Payroll
- Supply inventory management
- Mopping and buffing floors
- Room inspection
- Teamwork
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Stripping and Waxing Floors
Timeline
Director of Housekeeping and Laundry
Aramark
04.2019 - Current
Area Manager
Bonded Services
12.2016 - 11.2017
Driver
Hansenerrandservice
04.2015 - 06.2016
Housekeeping Supervisor
Saint Vincent's Hospital
03.2006 - 03.2014
High School Diploma -
East High