Melissa Gunter
Myrtle Beach
Summary
Proven leader in housekeeping management, notably at Wyndham Resorts, where I spearheaded initiatives that significantly enhanced guest satisfaction and operational efficiency. Expert in staff training and development, I excel in sanitation standards and team coordination, achieving a marked improvement in cleanliness scores and reducing staff turnover.
Overview
21
21
years of professional experience
Work History
Housekeeping Manager/Breakfast Manager
BestWestern Plus
12.2020 - Current
- 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 18 housekeepers.
- Managed team productivity and workflow to exceed quality standards.
- Completed schedules, shift reports, and other business documentation.
- Improved overall cleanliness scores with thorough inspections and prompt corrective actions as needed.
Housekeeping Operations Manager
Brittain Resorts
02.2018 - 11.2020
- Enhanced guest satisfaction through meticulous attention to detail and timely completion of tasks.
- Addressed guest concerns quickly and professionally, demonstrating exceptional customer service skills and problem-solving abilities.
- Implemented inventory management systems for cleaning supplies, resulting in cost savings and reduced waste.
- Reduced staff turnover by fostering a positive work environment with open communication and professional development opportunities.
- Improved housekeeping efficiency by implementing streamlined processes and procedures.
- Managed a team of housekeepers, ensuring adherence to established protocols and maintaining high standards.
- Enforced safety protocols among housekeeping staff members, minimizing workplace accidents or injuries during daily operations.
- Conducted regular inspections of guest rooms and public areas, ensuring consistent cleanliness and quality control.
- Established performance metrics for housekeeping staff, driving continuous improvement efforts throughout the department.
- Oversaw laundering processes for linens and towels, ensuring proper handling procedures were followed to extend the lifespan of materials while preserving their quality.
- Maintained accurate records of room statuses, facilitating efficient allocation of resources for daily operations.
- Monitored employee performance through regular evaluations, identifying areas of strength as well as opportunities for growth, and providing constructive feedback accordingly.
Housekeeping Manager
Fairfield By Marriott
03.2015 - 08.2017
- 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.
- Conducted regular performance evaluations for housekeeping staff, identifying areas for improvement and providing constructive feedback for professional development.
- Communicated repair needs to maintenance staff.
- 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.
- Completed schedules, shift reports, and other business documentation.
- 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.
- Collaborated with other departments to coordinate special events and ensure seamless execution of services across all areas of the hotel.
- Increased room readiness rates through close monitoring of room status reports and effective communication with front desk personnel.
- Evaluated employee performance and developed improvement plans.
- Ensured adherence to safety regulations by conducting regular safety meetings, trainings, and drills for staff members.
- Enhanced guest satisfaction by maintaining a high standard of cleanliness and orderliness in all hotel areas.
- Promoted a culture of teamwork within the housekeeping department by fostering open communication channels among employees at all levels.
- Utilized chemicals and cleaning equipment in accordance with safety protocols and proper operating standards.
- Managed laundry sorting, washing, drying, and ironing.
Housekeeping Manager
Wyndham Resorts
08.2003 - 08.2012
- Worked with front desk to respond promptly to all guest requests.
- Conducted regular performance evaluations for housekeeping staff, identifying areas for improvement and providing constructive feedback for professional development.
- Communicated repair needs to maintenance staff.
- Managed staff of 50-75 housekeepers.
- 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.
- Completed schedules, shift reports, and other business documentation.
- Improved overall cleanliness scores with thorough inspections and prompt corrective actions as needed.
- Collaborated with other departments to coordinate special events and ensure seamless execution of services across all areas of the hotel.
- Increased room readiness rates through close monitoring of room status reports and effective communication with front desk personnel.
- Ensured adherence to safety regulations by conducting regular safety meetings, trainings, and drills for staff members.
- Placed orders for housekeeping supplies and guest toiletries.
- Enhanced guest satisfaction by maintaining a high standard of cleanliness and orderliness in all hotel areas.
- Utilized chemicals and cleaning equipment in accordance with safety protocols and proper operating standards.
- Reduced staff turnover by providing ongoing training, support, and mentorship to team members.
- Implemented a preventative maintenance program for guest rooms that resulted in fewer service requests from guests during their stays.
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Increased employee performance through effective supervision and training.
- Collaborated with management to develop long-term strategies for housekeeping and janitorial department.
- Scheduled and prioritized tasks to staff, overseeing work completion.
- Maintained required records of work hours, budgets and payrolls.
- Evaluated employee performance and recommended promotions, transfers and dismissals.
- Conducted regular audits of public spaces and staff work areas to maximize quality control.
- Implemented daily, weekly and monthly cleaning routines for staff to follow.
Education
High School Diploma -
North Gaston High School
Dallas, NC1986
Skills
- Ordering cleaning supplies
- Training and mentoring
- Cleaning and sanitation
- Guest Relations
- Scheduling and Planning
- Cleaning practices
- Customer service-focused
- Task Delegation
- Quality improvements
- Department coordination
- Health and safety compliance
- Supervisory skills
- Performance Improvements
- Payroll understanding
- Employee evaluations
- Supply Inventory Management
- Work Prioritization
- Staff evaluations
- Customer Service
- Staff Scheduling
- Staff Training and Development
- Workload prioritization
- Chemical Handling
- Cleaning techniques
- Sanitation Standards
- Performance Evaluation
- Quality Assurance
- Task assignment
- Pest Control
- Work Inspection
- Clear Communication
- Safety Protocols
- Conflict Resolution
- Employee Scheduling
- Timekeeping
- Linens Management
- Creative Thinking
- Problem-Solving
- Staff Training
- Desktop Computers
- Team Coordination
Timeline
Housekeeping Manager/Breakfast Manager
BestWestern Plus
12.2020 - Current
Housekeeping Operations Manager
Brittain Resorts
02.2018 - 11.2020
Housekeeping Manager
Fairfield By Marriott
03.2015 - 08.2017
Housekeeping Manager
Wyndham Resorts
08.2003 - 08.2012
High School Diploma -
North Gaston High School
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