Marsha Delancy
Wellington
Summary
Knowledgeable Director of Housekeeping with comprehensive background in overseeing housekeeping operations. Managed teams to ensure high standards of cleanliness and guest satisfaction in various settings. Demonstrated leadership and effective problem-solving skills to enhance operational efficiency and team performance.
Overview
16
16
years of professional experience
Work History
Director of Housekeeping
AKA West Palm
05.2023 - Current
- Establish long term vision and direction of department.
- Coordinate departments activities with other teams to facilitate increased levels of communication and guest satisfaction.
- Collaborate with team to meet daily cleaning schedules efficiently.
- Contribute to guest satisfaction by promptly addressing housekeeping-related requests.
- Oversee renovations projects in collaboration with maintenance teams, ensuring minimal disruption to guest during periods of construction.
- Coordinate scheduling and staffing to accommodate fluctuating occupancy rates, maximizing efficiency and minimizing labor costs.
Director of Housekeeping
Four Seasons Hotel
09.2022 - 03.2023
- Instrumental in leading team to achieve it's first ever Forbes Travel Guide's Five-Star rating.
- Implemented feedback from supervisors to enhance service and operational efficiency.
- Managed departments finances and monthly reporting.
- Streamlined inventory management processes, reducing waste and ensuring consistent availability of necessary supplies.
- Implemented staff recognition programs to boost morale and acknowledge exceptional performance, contributing to a motivated and engaged workforce.
- Conducted regular room inspections to verify compliance with housekeeping standards.
Director of Housekeeping
Naples Grand Beach Resort
04.2021 - 09.2022
- Directed the day to day operations of the department while driving quality and maintaining cost.
- Increased Guest Satisfaction Scores by 25% year over year through monthly incentives and initiatives.
- Developed and implemented standardization of best practice policies and standard operating procedures.
- Managed department finances, including budgets and forecast.
Director of Housekeeping
Baha Mar Casino & Hotel
08.2014 - 12.2019
- Part of pre-opening team.
- Lead a team of over 350 associates, including supervisors and managers in the daily process of the department, while maintaining the cleanliness of all 1800 rooms and public spaces.
- Instrumental in the set up of operating systems, SOP's and department training manuals.
- Managed all critical path work plans to ensure a smooth hotel opening.
- Interviewed, hired, trained, conducted performance appraisals. Disciplined as needed.
- Streamlined inventory management processes, reducing waste and ensuring consistent availability of necessary supplies.
Director of Housekeeping
Trump International Resort
07.2010 - 07.2014
- Assured the financial goals of the department were being met. Monitored and controlled labor expenses and other divisional expenses such as linen, guest supplies, cleaning supplies and contract services.
- Prepared annual budget for labor and operating expenses. Proposes items to be included in annual Capital Plan.
- Developed, prepared and implemented department on-boarding process, as well as skills development and training program for supervisors and managers.
- Established detailed cleaning and preventive maintenance programs.
Director of Housekeeping
W South Beach
01.2009 - 07.2010
- Part of pre-opening team.
- Directed daily operations of team which comprised of guest rooms, condominiums, residential component and public areas.
- Interview, hire, train and schedule staff. Conducts performance evaluations and disciplined as needed.
- Ensured communications and follow-up on any concerns, guest request and special requirements.
- Inspect all areas of responsibility daily.
- Conduct monthly department meetings, with timely follow-through to team member questions, concerns and suggestions.
- Collaborated with human resources to refine recruitment strategies for the housekeeping department, attracting top talent and reducing time-to-fill open positions.
- Developed strong working relationships with vendors, negotiating favorable terms for supply contracts and service agreements.
- Evaluated employee performance and developed improvement plans.
Education
Hospitality And Tourism Management
Nova Southeastern University
Davie, FLSkills
- Leadership
- Communications
- Customer Service
- Training/development
- Coaching
- Mentoring
- Budgets/Forecasting
- Team Building
- Conflict Resolution
- Scheduling
- Task delegation
- Supplies inventory
Manager of the Year 2024
Leading with integrity, passion and enthusiasm.
Timeline
Director of Housekeeping
AKA West Palm
05.2023 - Current
Director of Housekeeping
Four Seasons Hotel
09.2022 - 03.2023
Director of Housekeeping
Naples Grand Beach Resort
04.2021 - 09.2022
Director of Housekeeping
Baha Mar Casino & Hotel
08.2014 - 12.2019
Director of Housekeeping
Trump International Resort
07.2010 - 07.2014
Director of Housekeeping
W South Beach
01.2009 - 07.2010
Hospitality And Tourism Management
Nova Southeastern University
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