Catherine Sheppard
Smithfield,Qld
Summary
Dynamic and results-driven hospitality professional with 20+ years of comprehensive operational experience and a proven track record in stakeholder management. Adept at cultivating strong relationships with guests, staff, and vendors, I excel in addressing challenging situations with confidence and poise. My expertise in streamlining operations and implementing strategic initiatives has consistently enhanced service quality and operational efficiency. Known for my ability to foster a positive environment, drive business growth, and deliver exceptional guest experiences, I am committed to elevating standards and achieving excellence in every aspect of hotel management.
Overview
34
34
years of professional experience
Work History
Housekeeping Manager
Mantra Amphora
03.1990 - Current
- Maintained excellent relationship with cleaning staff while merging lines of communication with front desk employees to achieve timely execution of cleaning duties.
- Participated in and organized regular safety training initiatives to maintain cleaning staff that was cautious around cleaning supplies and highly professional.
- Inspected facility cleaning and maintenance to prevent mistakes and maintain quality service.
- Supervised team of housekeeping and janitorial workers to meet highest quality of cleanliness and safety standards.
- Addressed customer feedback and complaints to maximize satisfaction.
- Trained and mentored new staff on cleaning and safety protocols.
- Completed financial tasks by estimating costs and preparing and managing budgets.
- Implemented daily, weekly and monthly cleaning routines for staff to follow.
- Recommended or arranged for painting, repair work, renovations and replacement of furnishings and equipment.
- Monitored staff performance and provided feedback to drive productivity.
- Maintained required records of work hours, budgets and payrolls.
- 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.
- Communicated repair needs to maintenance staff.
- Trained and mentored all new personnel to maximize quality of service and performance.
- Placed orders for housekeeping supplies and guest toiletries.
- Managed staff of 16 housekeepers and public areas
- Liaise with owners to upgrade room standards and replacements required.
- Contributing as a presenter in the Heartist program for new staff
Housekeeping Attendant
Mantra Amphora
04.2019 - 03.2020
- Provide efficient, friendly, and professional service to all guests
- Attention to detail across cleanliness and working within productivity constraints
- Mentor and continuous feedback to members of our team
- Liaise with maintenance and reporting issues with guest rooms
- Take on role of Supervisor in the absence of our current Supervisor from February 2019.
Gardening
Andrew Cook
04.2013 - 04.2019
- Mowing & edging
- Hedging
- Weed control
- Identify plant pests & diseases
- Plant nutrition
- Garden design
- Irrigation fixing and installation
- OH&S procedures
- Measure & lay turf
- Removal of trees
- Quotation of various landscaping jobs to be undertaken.
- Liaise with body corporates, quotations, job schedules
- Maintained gardening tools and equipment by sharpening and cleaning tools to keep in good working condition.
- Continued learning about plants, gardening techniques and best practices to provide customers with accurate and constructive information.
Housekeeping Supervisor
Cairns Luxury Apartments
10.2013 - 03.2014
- Organisation and hiring staff
- Rostering staff
- Allocation of daily housekeeping
- Training of staff – active in staff development, mentoring and training
- Monitor and maintain productivity in the Housekeeping Department
- Report and liaise maintenance and room refurbishment
- Provide efficient, friendly, and professional service to all guests
- Personally, attend and rectify guest complaints
- Evaluates and provide feedback to staff
- Fortnightly payroll for Housekeeping and Public Areas.
2IC to Executive Housekeeper
Peppers Beach Club & Spa Palm Cove
10.2012 - 10.2013
- Organisation and hiring staff
- Rostering staff
- Allocation of daily housekeeping
- Training of staff – active in staff development, mentoring and training
- Monitor and maintain productivity in the Housekeeping Department
- Report and liaise maintenance and room refurbishment
- Provide efficient, friendly, and professional service to all guests
- Personally, attend and rectify guest complaints
- Evaluates and provide feedback to staff
- Fills in for Executive Housekeeper during his absence
- Fortnightly payroll for Housekeeping and Public Areas.
Housekeeping Supervisor
Novotel Palm Cove
07.2011 - 11.2012
- Organisation and hiring of staff
- Rostering staff
- Allocation of daily housekeeping
- Ordering of stock and stock control
- Training of staff – active in staff development, mentoring and training
- Liaise between management, front office, and sales staff
- Act in awareness of public liability legislation
- Excellent time management
- Report and organise maintenance on units
- Provide efficient, friendly, and professional service to all guests
- Attend to all guest complaints and rectify personally
- Achieve effective communication by briefing housekeeping and laundry staff
- Evaluates performance of housekeeping and laundry staff
- Collate, summarise, and code weekly payroll for housekeeping and laundry.
Director/Executive Housekeeper
The Boutique Collection
01.2009 - 06.2011
- Organisation and hiring of staff
- Rostering staff
- Allocation of daily housekeeping
- Ordering stock and stock control
- Quality control
- Training of staff – active in staff development and training
- Liaise between management, front office, and staff
- Act in awareness of public liability legislation
- Time management
- Client services – attention to detail, deal with difficult guests and develop repour quickly with owners of properties
- Report and organise maintenance on apartments
- Prompt and reliable
- Liaised with owners and brought in new business.
Private Investigator
- 02.2009
- Client services, attention to detail, develop repour
- Quickly develop repour with clients under investigation
- Excellent time management skills
- Able to meet strict deadlines and deliver reports on time
- Proved insurance fraud which saved the Insurance Companies money
- Insurance claims such as fire, theft & accident as well as Work Cover claims.
Contract Housekeeping
Palm Cove
01.2004 - 01.2009
- Attention to detail
- Excellent time management skills
- Prompt and reliable.
Taekwondo Instructor
- 01.2007
- Act in awareness of public liability legislation, WH&S legislation
- Client services, able to develop repour quickly
- Implemented junior training program, currently hold 1st dan ranking.
Senior Hairdresser
Stefans Hair Fashions
- 01.2003
- Client services, deliver expectations, develop client repour quickly, and deal with difficult people
- Act in awareness of public liability legislation, WH7S legislation, OH&S legislation
- Excellent time management with multiple clients at once, fast & accurate at applying colour, foils & perming
- Achieved sales budgets
- Excellent cutting & styling skills, foiling, colour & colour correction, styling for wedding parties & formals.
Management Rights business
Carseldine, Brisbane
03.1996 - 02.1999
- Client services, attention to detail, critical assessment of character, deal with difficult people, develop repour quickly
- Time management
- Act in awareness of public liability legislation
- Administration, operate Trust accounts, maintain records
- Fortnightly and monthly reports, account statements and owner payments.
- Worked with the Body Corporate to implement and carry out required tasks
Owner/Manager
Cutting quarters
- 12.1997
- Client services, attention to detail, critical assessment, deal with difficult people, develop repour quickly
- Time management
- Act in awareness of public liability legislation.
Manager
Diamond Cut Hair Studio
- 01.1994
- Act in awareness of public liability legislation, WH&S legislation, OH&S legislation – act in awareness of policies and procedures
- Time management
- Act in awareness of human resource policies and procedures
- Client services, attention to detail, critical assessment, deal with difficult people, develop repour quickly
- Maintain financial and employees’ records
- Active in staff development and training.
Hairdresser
Cliché Hair Design
- 02.1990
- Client service, attention to detail, critical assessment, deal with difficult people, develop repour quickly
- Honours in all subjects and received 6 months off a 4-year apprenticeship.
Education
Kangaroo Point TAFE
Skills
- Strong communication skills
- Prompt client service
- Able to adhere to strict time frames
- Attention to detail
- Able to develop repour quickly with people from diverse backgrounds
- Able to work unsupervised as well as part of a team
- Effective time management skills
- Keyboard skills
- Competent in Excel Spreadsheet
- Proficient in Microsoft Word
- Health and safety compliance
- Budgeting expertise
- Staff Training and Development
Personalhistory
- I have spent 9 years as part of the Trinity Beach School community, 3 years as P & C Vice President Organising School Fete, Mothers & Father’s Day markets, Christmas Carrols end of year concert and helping when assistance is needed. I have spent many days reading with the children who need extra help and assist with assessment
- I volunteered my time with Leukaemia Foundation for Shave for a Cure, and fund-raising sausage sizzles
- I also volunteered at my son’s BMX club at race days and help with my daughter’s netball team
References
- References upon request
Timeline
Housekeeping Attendant
Mantra Amphora
04.2019 - 03.2020
Housekeeping Supervisor
Cairns Luxury Apartments
10.2013 - 03.2014
Gardening
Andrew Cook
04.2013 - 04.2019
2IC to Executive Housekeeper
Peppers Beach Club & Spa Palm Cove
10.2012 - 10.2013
Housekeeping Supervisor
Novotel Palm Cove
07.2011 - 11.2012
Director/Executive Housekeeper
The Boutique Collection
01.2009 - 06.2011
Contract Housekeeping
Palm Cove
01.2004 - 01.2009
Management Rights business
Carseldine, Brisbane
03.1996 - 02.1999
Housekeeping Manager
Mantra Amphora
03.1990 - Current
Private Investigator
- 02.2009
Taekwondo Instructor
- 01.2007
Senior Hairdresser
Stefans Hair Fashions
- 01.2003
Owner/Manager
Cutting quarters
- 12.1997
Manager
Diamond Cut Hair Studio
- 01.1994
Hairdresser
Cliché Hair Design
- 02.1990
Kangaroo Point TAFE
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