Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline

Shirley Gaines

Crocker,MO

Summary

Proven leader in housekeeping and staff management, I excelled at IHG Army Hotels by enhancing cleanliness standards and guest satisfaction through meticulous supervision and strategic training. Leveraging skills in Quality Assurance and Customer Relationship Management, I spearheaded initiatives that significantly improved service quality, demonstrated by a notable increase in positive guest feedback.

Overview

26
26
years of professional experience

Work History

Housekeeping Supervisor

IHG Army Hotels
10.1998 - Current
  • Completed schedules, shift reports, and other business documentation.
  • Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
  • Worked with front desk to respond promptly to all guest requests.
  • Increased employee performance through effective supervision and training.
  • Communicated repair needs to maintenance staff.
  • Managed laundry sorting, washing, drying, and ironing.
  • Trained and mentored all new personnel to maximize quality of service and performance.
  • Restocked room supplies such as facial tissues for personal touch with every job.
  • Evaluated employee performance and developed improvement plans.
  • Disposed of trash and recyclables each day to avoid waste buildup.
  • Placed orders for housekeeping supplies and guest toiletries.
  • Adhered to safety protocols by enforcing proper equipment usage.
  • Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
  • Conducted regular room inspections to verify compliance with housekeeping standards.
  • Developed and implemented detailed housekeeping standards to promote cleanliness standards for guest rooms and common areas.
  • Implemented daily, weekly and monthly cleaning routines for staff to follow.
  • Prepared and submitted reports to demonstrate staff productivity and areas of improvement.
  • Addressed customer feedback and complaints to maximize satisfaction.
  • Developed and implemented staff recognition programs to motivate and reward employees.
  • Supervised team of housekeeping and janitorial workers to meet highest quality of cleanliness and safety standards.
  • Coordinated with outside vendors to provide supplies and equipment for staff.
  • Monitored staff performance and provided feedback to drive productivity.
  • Drove continuous commitment to product quality and safety, reducing downtime and overtime with effective budgeting and assignation of talents as well as resources.
  • Conducted regular audits of public spaces and staff work areas to maximize quality control.
  • Scheduled and prioritized tasks to staff, overseeing work completion.
  • Completed financial tasks by estimating costs and preparing and managing budgets.
  • Maintained required records of work hours, budgets and payrolls.
  • Collaborated with management to develop long-term strategies for housekeeping and janitorial department.
  • Recommended or arranged for painting, repair work, renovations and replacement of furnishings and equipment.
  • Established and enforced safety protocols and guidelines for staff.
  • Trained and mentored new staff on cleaning and safety protocols.
  • Evaluated employee performance and recommended promotions, transfers and dismissals.
  • Developed and maintained comprehensive inventory system to track equipment and supplies.
  • Monitored priorities and liaised between maintenance team and management, delegating tasks to complete on time.

Education

Did Not Complete High School -

Hancock High School , Lemay, MO

Skills

  • Task assignment
  • Staff Scheduling
  • Cleaning practices
  • Staff evaluations
  • Ordering cleaning supplies
  • Employee evaluations
  • Department coordination
  • Supply Inventory Management
  • Cleaning and sanitation
  • Training and mentoring
  • Payroll Administration
  • Regulatory Compliance
  • Sanitation Standards
  • Cleaning bathrooms
  • Window Cleaning
  • Dusting furniture
  • Quality Assurance Controls
  • Performance Evaluation
  • Vacuuming and sweeping
  • Waste disposal
  • Task Delegation
  • Customer Service
  • Staff Training and Development
  • Document Control
  • Workload prioritization
  • Customer service-focused
  • Guest Relations
  • Budget Administration
  • Cleaning techniques
  • Quality improvements
  • Payroll understanding
  • Expense Tracking
  • Quality Assurance
  • Pest Control
  • Report Generation
  • Health and safety compliance
  • Folding clean laundry
  • Performance Improvements
  • Sorting and washing laundry
  • Chemical Handling
  • Customer Relationship Management
  • Invoice Processing
  • Inter-department collaboration

Accomplishments

I have accomplished many obstacles in my daily task. I have accomplished to take on area's that needed attention to do bring our standards up when standards wasn't met. I have accomplished to be a leader and a Supervisor. Everyday I accomplished Quality and quantity and most of all Customer service to a high standard and satisfactory.

  • Collaborated with team of [Number] in the development of [Project name].
  • Achieved [Result] by completing [Task] with accuracy and efficiency.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Supervised team of [Number] staff members.
  • Achieved [Result] by introducing [Software] for [Type] tasks.
  • Achieved [Result] through effectively helping with [Task].
  • Documented and resolved [Issue] which led to [Results].
  • Resolved product issue through consumer testing.

Timeline

Housekeeping Supervisor - IHG Army Hotels
10.1998 - Current
Hancock High School - Did Not Complete High School,

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Shirley Gaines