SHAWANNA THOMPKINS-SCOTT
Washington,DC
Summary
Knowledgeable Customer Service with over 27 years of experience bringing planning and problem-solving abilities. Focused on maximizing resource utilization to support scalable operations and increase bottom-line profitability. Organized and systematic with natural relationship-building and leadership talents.
Overview
14
14
years of professional experience
Work History
Assistant Director of Operations
Hyatt Regency Crystal City
Arlington, VA
08.2021 - 02.2024
- Managed customer service inquiries and complaints in a timely manner.
- Organized regular meetings with stakeholders to discuss issues related to operations management.
- Researched industry trends and best practices, recommending changes as needed.
- Analyzed data collected from surveys and interviews to identify opportunities for improvement.
- Created detailed reports on key performance indicators to track progress against goals.
- Collaborated closely with senior management on projects involving operational improvements.
- Maintained relationships with vendors, negotiating contracts as necessary.
- Conducted performance reviews of staff, providing feedback to ensure optimal productivity.
- Implemented strategies to improve operational efficiency and reduce costs.
- Developed and managed operational budget for the department.
- Provided guidance and leadership to team members, ensuring they meet their targets.
- Established policies and procedures for the department in accordance with company standards.
- Ensured compliance with all applicable laws and regulations pertaining to operations management.
- Coordinated with other departments to ensure proper communication and collaboration between teams.
- Directed staff training sessions to foster professional development.
- Oversaw hiring process of new employees, including interviewing candidates and onboarding them into the organization.
- Set goals and expectations for direct reports using performance review process, holding staff accountable.
- Assessed and evaluated business procedures and implemented structure to improve day-to-day operations.
- Communicated clear and consistent messages regarding departmental goals to produce desired results.
- Organized and oversaw work schedules of departmental managers.
- Enhanced customer service and satisfaction through policy and procedural changes.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Implemented successful business strategies to increase revenue and target new markets.
Executive Housekeeper
Hyatt Regency Baltimore Inner Harbor
Baltimore, MD
08.2017 - 09.2021
- Supervised and coordinated the activities of housekeeping staff.
- Assisted in training new employees on proper cleaning techniques and procedures.
- Inspected guest rooms and public areas to ensure furnishings, equipment, linens, and supplies meet established standards.
- Managed lost and found property according to company policy and procedure.
- Monitored and maintained cleanliness, sanitation, and organization of assigned areas.
- Inspected and evaluated physical condition of establishment to submit recommendations to management regarding painting, repairs and reallocation of space.
- Prepared monthly reports regarding budgeting, scheduling, payroll records.
- Responded promptly to any emergency situations that may arise during shift hours.
- Communicated effectively with other departments in order to provide efficient service delivery.
- Maintained inventory levels of cleaning products, linen, uniforms and other related items needed for daily operations.
- Ensured compliance with hotel policies concerning fire safety regulations.
- Adhered strictly to company rules and regulations pertaining to health and safety guidelines.
- Conducted daily walk throughs and inspections of guest rooms and public spaces.
- Conferred with staff to resolve performance and personnel problems and discuss company policies.
- Generated purchase orders and maintained monthly checkbook to sustain appropriate cost and expense control levels.
- Employed deep-cleaning techniques for areas in need of additional sanitation.
- Prepared and distributed assignment sheets to assigned staff.
- Reviewed invoices for accuracy prior to submission for payment processing.
- Ensured all safety regulations are followed in accordance with OSHA guidelines.
- Developed work schedules for housekeeping personnel ensuring adequate coverage at all times.
- Provided guidance to staff members in resolving customer complaints in a timely manner.
- Organized employee work assignments to maximize productivity while maintaining high quality standards.
- Coordinated maintenance requests from guests with engineering department as needed.
Guest Experience Manager
Hyatt Regency Jacksonville Riverfront
Jacksonville, FL
01.2017 - 08.2017
- Managed customer complaints and rectified issues to complete satisfaction
- Arranged special accommodations for guests to maintain optimal satisfaction
- Developed and implemented employee reward and engagement programs to maximize job satisfaction
- Overhauled guest relations policies to address changing concerns
- Contacted guests to check on satisfaction and inquire about improvement suggestions
- Worked with departments such as to resolve guest issues and coordinate compensation
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process
- Facilitated front desk operations for busy high-volume hotel
- Cultivated professional relationships with guests through active response and dedicated assistance, improving customer retention.
Front Desk Manager
Hyatt Regency Jacksonville Riverfront Hotel
Jacksonville
01.2017 - 08.2017
- Responded to guest reviews on TripAdvisor, Booking.com, and other websites typically within 48 hours
- Managed customer complaints and rectified issues to complete satisfaction
- Supervised front desk operations to ensure that all guests received superior customer service from hotel staff
- Corrected guest issues in a timely and professional manner with knowledgeable and friendly service
- Directed all front desk operations with focus on hotel reputation, staff productivity and operational efficiency
- Reviewed safety, health and sanitation processes throughout all areas and enforced rules to promote security and safety
- Anticipated guests' needs ahead of time and responded to requests efficiently
- Mentored new staff on correct procedures, compliance requirements and performance strategies
- Managed the rooms division checkbook, and month end.
Executive Housekeeper
Hyatt Regency Jacksonville Riverfront Hotel
Jacksonville
09.2009 - 11.2011
- Employed deep-cleaning techniques for areas in need of additional sanitation
- Direct, supervise and coordinate the functions of all Housekeeping personnel engaged in activities
- Ensure that all guest rooms, function rooms, public areas, back of the house areas, and their surroundings conform with the hotel standards of cleanliness and orderliness
- Control and ensure the adequacy of inventory of all necessary Housekeeping materials and supplies, ordering replacement when needed
- A periodic review of hotel guest feedback results, formulate corresponding plans of action, and ultimately achieve the goal of hotel
- Finds creative ways to empower staff, build rapport, increase morale, reward and recognize staff appropriately
- Directly responsible for budgeting payroll and expenses, staff scheduling, forecasting and control of Housekeeping operating expenses
- Inspect hotel rooms and premises regularly, ensure that furnishings, facilities and equipment are cleaned, repaired, maintained and replaces necessary, inform management of requirements ensures that deficiencies are corrected.
Executive Housekeeper
Hyatt Regency Baltimore Inner Harbor
Baltimore
- Employed deep-cleaning techniques for areas in need of additional sanitation
- Direct, supervise and coordinate the functions of all Housekeeping personnel engaged in activities
- Ensure that all guest rooms, function rooms, public areas, back of the house areas, and their surroundings conform with the hotel standards of cleanliness and orderliness.
Assistant Executive Housekeeper
Hyatt Regency Jacksonville Riverfront Hotel
Jacksonville
- Employed deep-cleaning techniques for areas in need of additional sanitation
- Managed the laundry department and Public Area
- Maintain a consistent deep cleaning program
- Controlled rooms division checkbook and month end closings and accruals
- Reviews and responds to guest feedback through the guest feedback platform (HySat) and communicates information to team to ensure continual guest satisfaction
- Closing the day q Clearing boards
- Key watcher and communication devices q Assigning night service and late service rooms
- Recording extra pay and process payroll
- Lost and found q staffing for the next day
- Requested maintenance orders to fix non-working equipment and address room damage
- Complete Daily guestroom inspections
- Responsible for purchasing and monitoring inventory.
Assistant Front Desk Manager
Hyatt Regency Jacksonville Riverfront Hotel
Jacksonville
- Received all incoming calls and coordinated with hotel staff to fulfill requests and resolve issues
- Directed all front desk operations with focus on hotel reputation, staff productivity and operational efficiency
- Developed lasting relationships with guests that built loyalty and drove hotel revenue
- Supervised front desk operations to ensure that all guests received superior customer service from hotel staff
- Created and optimized employee schedules to secure proper coverage for all shifts
- Corrected guest issues in a timely and professional manner with knowledgeable and friendly service
- Responded to guest reviews on TripAdvisor, Booking.com, and other websites typically within 48 hours
- Managed customer complaints and rectified issues to complete satisfaction
- Maintained accurate bookkeeping of important files ran reports and delivered updates on occupancy and revenues to supervisor
- Mentored new staff on correct procedures, compliance requirements and performance strategies.
Education
Some College (No Degree) - Mortuary Science
University of the District of Columbia
07.2007
Skills
- Risk Mitigation
- Capital Spending
- Process Improvements
- Strategic Planning
- Operational Efficiency
- Cost Control
- Performance Analysis
- Quality Assurance
- Schedule Oversight
- Financial Oversight
- Revenue Generation
- Customer Retention
- Schedule Management
- Inventory Management
- Employee Development
- Organizational Skills
- Customer Service
- Staff Hiring
- Team Building
- Employee Reviews
- Time Management Abilities
- P&L Administration
- Training Management
- Problem-Solving Aptitude
- Active Listening
- P&L Management
- Team Leadership
- Employee Relations
- Budgeting and Cost Control
- Finance and Accounting Oversight
- Human Resources
- Revenue Growth
- Inventory Control
- Profit and Loss Accountability
- Management Team Building
City
Washington, D.C.
State
MD
Zip
21209
Employer
Hyatt Regency Baltimore Inner Harbor
Roles And Responsibilities
- Employed deep-cleaning techniques for areas in need of additional sanitation.
- Direct, supervise and coordinate the functions of all Housekeeping personnel engaged in activities.
- Ensure that all guest rooms, function rooms, public areas, back of the house areas, and their surroundings conform with the hotel standards of cleanliness and orderliness
Personal Information
Title: Executive Housekeeper
Timeline
Assistant Director of Operations
Hyatt Regency Crystal City
08.2021 - 02.2024
Executive Housekeeper
Hyatt Regency Baltimore Inner Harbor
08.2017 - 09.2021
Guest Experience Manager
Hyatt Regency Jacksonville Riverfront
01.2017 - 08.2017
Front Desk Manager
Hyatt Regency Jacksonville Riverfront Hotel
01.2017 - 08.2017
Executive Housekeeper
Hyatt Regency Jacksonville Riverfront Hotel
09.2009 - 11.2011
Executive Housekeeper
Hyatt Regency Baltimore Inner Harbor
Assistant Executive Housekeeper
Hyatt Regency Jacksonville Riverfront Hotel
Assistant Front Desk Manager
Hyatt Regency Jacksonville Riverfront Hotel
Some College (No Degree) - Mortuary Science
University of the District of Columbia
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