Willie Terrell
La Vergne,TN
Summary
Dynamic Housekeeping Manager with a proven track record at Franklin Marriott, excelling in training and mentoring staff while achieving a 100% cleanliness QA audit score. Skilled in supply inventory management and guest relations, I foster a collaborative environment that enhances team performance and guest satisfaction.
Experienced with managing housekeeping teams in hospitality setting, ensuring optimal cleanliness and guest satisfaction. Utilizes effective training programs and quality checks to maintain high standards. Track record of enhancing operational efficiency and team collaboration.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Housekeeping Manager
Franklin Marriot
07.2014 - 06.2025
- Managed staff of 30 housekeepers and laundry associates
- Collaborated with other departments to coordinate special events and ensure seamless execution of services across all areas of the hotel.
- Ensured adherence to safety regulations by conducting regular safety meetings, trainings, and drills for staff members.
- Promoted a culture of teamwork within the housekeeping department by fostering open communication channels among employees at all levels.
- Assisted in budget creation for the Housekeeping Department, ensuring accurate forecasting of expenses related to staffing, supplies, equipment, and other costs.
- Developed a strong network within the housekeeping community to stay informed about best practices and industry trends for continuous improvement in department operations.
- Scheduled and prioritized tasks to staff, overseeing work completion.
- Conducted regular audits of public spaces and staff work areas to maximize quality control.
- Adapted quickly to changing priorities and special requests from guests or management.
- Enhanced guest satisfaction by maintaining a high standard of cleanliness and orderliness in all hotel areas.
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Increased employee performance through effective supervision and training.
- Learned to operate cleaning equipment safely and efficiently for various surfaces.
- Worked with front desk to respond promptly to all guest requests.
- Communicated repair needs to maintenance staff.
- Investigated customer complaints promptly, seeking timely resolutions to maintain positive guest experiences throughout their stay at the hotel.
- Constantly top 20% in cleanliness on GSS survey out 345 full service hotels in North America
- QA audit score for 2025 cleanliness-100%
- Qa audit score for 2024 cleanliness- 98%
Housefeepig
Marriott At Vanderbilt University
07.2009 - 07.2014
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Adapted quickly to changing priorities and special requests from guests or management.
- Provided feedback on equipment performance and suggested improvements for efficiency.
- Managed staff of 35 housekeepers and laundry associates
- Completed schedules, shift reports, and other business documentation.
- Evaluated employee performance and developed improvement plans.
- Placed orders for housekeeping supplies and guest toiletries.
- Enhanced guest satisfaction by maintaining a high standard of cleanliness and orderliness in all hotel areas.
- Reduced staff turnover by providing ongoing training, support, and mentorship to team members.
- Managed laundry sorting, washing, drying, and ironing.
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Increased employee performance through effective supervision and training.
- Addressed customer feedback and complaints to maximize satisfaction.
- Assisted in training staff on proper cleaning techniques and safety protocols.
- Maintained cleanliness of guest areas through daily inspections and adherence to standards.
- Worked with front desk to respond promptly to all guest requests.
- Managed inventory levels effectively, ensuring adequate supplies for daily operations while minimizing waste and costs.
- Communicated repair needs to maintenance staff.
- Managed labor costs effectively by monitoring staffing needs based on occupancy levels and adjusting schedules accordingly to maximize efficiency without compromising service quality.
- Qa audit scores for cleanliness was
Housekeeping Manager
Marriott
08.1996 - 06.2009
- Assisted in training staff on proper cleaning techniques and safety protocols.
- Supported inventory management by tracking supplies and placing orders as needed.
- Learned to operate cleaning equipment safely and efficiently for various surfaces.
- Maintained cleanliness of guest areas through daily inspections and adherence to standards.
- Collaborated with team members to ensure timely completion of housekeeping tasks.
- Developed understanding of hotel policies to enhance guest satisfaction through quality service.
- Worked with front desk to respond promptly to all guest requests.
- Managed inventory levels effectively, ensuring adequate supplies for daily operations while minimizing waste and costs.
- Communicated repair needs to maintenance staff.
- Conducted regular performance evaluations for housekeeping staff, identifying areas for improvement and providing constructive feedback for professional development.
- Managed staff of 50 housekeepers and laundry associates
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Investigated customer complaints promptly, seeking timely resolutions to maintain positive guest experiences throughout their stay at the hotel.
- Managed team productivity and workflow to exceed quality standards.
- Improved overall cleanliness scores with thorough inspections and prompt corrective actions as needed.
- Managed labor costs effectively by monitoring staffing needs based on occupancy levels and adjusting schedules accordingly to maximize efficiency without compromising service quality.
- Promoted safety by demonstrating proper operation and training staff on power equipment tools.
- Utilized chemicals and cleaning equipment in accordance with safety protocols and proper operating standards.
Education
High School Diploma -
Yonkers High School
Yonkers, NY06-1977
Skills
- Ordering cleaning supplies
- Training and mentoring
- Cleaning and sanitation
- Guest relations
- Folding clean laundry
- Scheduling and planning
- Cleaning practices
- Customer service-focused
- Task delegation
- Supervisory skills
- Supply inventory management
- Payroll administration
- Invoice processing
- Quality assurance
Certification
Certified interviewer Nashville Marriott Airport September 1999
Certified cleaner by Ecolab April 2004 Atlanta Geargia
Leader of the quarter May 2006 Nashville Airport Marriott
Leader of the quarter June 2012 Marriott at Vanderbilt University
Languages
English
Native or Bilingual
Timeline
Housekeeping Manager
Franklin Marriot
07.2014 - 06.2025
Housefeepig
Marriott At Vanderbilt University
07.2009 - 07.2014
Housekeeping Manager
Marriott
08.1996 - 06.2009
High School Diploma -
Yonkers High School
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