Jamie Rose Vella
Wolli Creek,New South Wales
Summary
Experienced housekeeping management professional bringing expertise in staff management,retention, training, inventory controls and schedule management. 10+ year record of success in hospitality operations.
Overview
10
10
years of professional experience
Work History
Housekeeping Manager-Internal
Sofitel Sydney Darling Harbour
05.2022 - Current
- Manager on duty in the absence of the executive housekeeper
- Responsible for interviewing selection, hiring, interviewing and onboarding hotel staff
- Managing at 30 internal and 70 outsourced staff
- Rostering of about 30 to 50 internal and external staff
- Ensuring staff productivity is maximized through checks and ensuring correct credits are given
- In charge of rostering and assist in payroll management in Humanforce platform
- Engagement team member that is responsible for departmental activations for celebrations rewards and recognition
- Training and development of newly hired staff
- Analyzing gaps in training and ensuring projects of the week are implemented
- Coaching and mentoring of staff
- Works closely with housekeeping departmental trainers to ensure all standards and procedures are followed
- Worked with T&C department on sending out job flash announcements
- Manage seek and indeed platform for the department
- Conducts coaching and performance management of staff
- Department WHS committee member
- Follows up any staff on Work cover and assisting in developing return to work plans
- Checking of VIP arrivals
- Handling of guest complaints and ensuring proper course of action are made to mitigate them from happening again and ensuring guest satisfaction
- Established a system and a record of all performance management issues and what course of action was taken to mitigate them.
Assistant Housekeeping Manager
InterContinental Sydney
05.2021 - 05.2022
- Manager on duty in the absence of the executive housekeeper
- Rostering and payroll processing
- Worked with some suppliers and contractors to ensure services needed are obtained
- VIP checks and ensuring standards are kept according to the IHG WAY
- Spot checking of supervisors and room attendants to assure standards are met
- Ensure staff and supervisor productivity are met thorough constant checks and evaluation of daily tasks
- Solely responsible for establishing new SOPs for the department
- Rostering and timesheet approvals
- Assisted in refurbishment projects
- Conducts investigations and follow up of all social media reviews
- Established a system and a record of all performance management issues and what course of action was taken to mitigate them
- Rostering and ensuring staffing is correct according to business needs
- Ensuring there is a system of records for all department projects
- Coaching and mentoring of staff
- Undergone a leadership course for IHG
- Analyzing gaps in training and ensuring projects of the week are implemented
- Ordering of stocks and linen and ensuring it is in line with budget and occupancy
- Allocation of tasks to rooms attendants, supervisor, housepersons, and public area attendants
- Liaise with contractors to ensure special services needed for the hotel are done
- Handling of guest complaints and ensuring proper course of action are made to mitigate them from happening again and ensuring guest satisfaction
- Conducts coaching and performance management of staff
- Helped in the development and tailoring of HUB OS for the department.
Assistant Executive Housekeeper
Primus Hotel Sydney
03.2021 - 05.2021
- Working directly under the rooms division manager was then one solely in charge of the department
- Established a core team within the department
- Rewritten some SOPs and procedure in the department
- Solely responsible for furniture inventory used by the incoming owners of the hotel
- Streamlined some process in the department
- Rewritten public area scope of work
- Responsible for Vip and public area checks
- Changed existing chemicals to one that work better for cleaning.
Senior Housekeeping Supervisor
InterContinental Sydney
06.2019 - 03.2021
- Second-in-charge of the department which can have about 20 staff on site at a given time
- Ensuring Productivity is kept of both agency and hotel staff
- Check productivity of staff
- Follow up on staff, front office, and requests from other departments
- Timely release of rooms
- Ordering of linen when required
- Handling guest complaints and ensuring service recovery is done in a timely manner
- Managing guest and staff complaints
- Assist in making SOPs and implementing them
- Liaise between departments any guest requests or issues
- Coaching of staff
- Checking of VIP rooms
- Rostering and approval of timesheets.
Supervisor
The Darling Hotel at the Star
07.2018 - 05.2019
- Assisting in housekeeping operations
- Administration role Check productivity of staff
- Follow up on staff, front office, and requests from other departments
- Timely release of rooms
- Ordering of linen when required
- Handling guest complaints
- Ensuring Online training of staff gets completed
- Managing guest and staff complaints.
Housekeeping Coordinator/Supervisor
Holiday Inn Darling Harbour (Challenger Services Group)
12.2017 - 06.2018
- Assisting in housekeeping operations
- Administration role
- Check productivity of staff
- Follow up on staff, front office, and requests from other departments
- Timely release of rooms
- Ordering of linen when required
- Handling guest complaints.
Housekeeping Manager In Charge
Crowne Plaza Coogee Beach (Challenger Services Group)
12.2017 - 01.2018
- Checking of VIP arrival guest
- Rostering of staff
- Ordering of linen stock take of linen
- Ordering of stocks used by room attendants and public area
- Attending management meetings
- Room attendant counseling
- Follow up on guest complaints
- Assign tasks to room attendant, supervisors, and public attendants
- Conducting daily staff briefing
- Spot checking of supervisor inspected rooms
- Follows up with the main office regarding housekeeping issues.
Housekeeping Supervisor
Crowne Plaza Coogee Beach (Challenger Services Group)
07.2017 - 01.2018
- Checking of Regular arrival
- Checking of VIP rooms
- Assisting Housekeeping manager in daily operations
- Checking productivity of staff
- Ensure on-time release on rooms
- Checking of public areas.
Housekeeping Supervisor
Swissotel Sydney
11.2016 - 07.2017
- Checking of Regular arrival
- Checking of VIP rooms
- Assisting Executive Housekeeper in daily operations
- Checking productivity of room attendants
- Counseling for room attendants when needed
- Coordinating duties
- Ensure on-time release of rooms
- Quality Assurance of room standards
- Ensuring the team adheres Work Health and Safety Practices.
Assistant Housekeeping Manager
One and Only Hayman Island
08.2015 - 10.2016
- Checking of Regular arrival
- Conducts daily morning afternoon briefings
- Payroll and timesheet approvals of about 30 people (public area, laundry, and rooms)
- Rostering of Staff (public area, laundry, and rooms attendants)
- Handling Requisitions for some supplies in the department
- Coordinating and liaising with Executive Housekeeper and operational staff
- Detail Checking of rooms for release
- Overseeing Morning and Turndown shift
- Ensuring room attendants are allocated rooms properly in accordance to set productivity levels
- Inspection of Penthouses and Beach Villas (VIP)
- Departmental Trainer (receive Train the Trainer training)
- Ensuring productivity is met on a daily basis through tracking on OPTII
- Counseling for room attendants
- Closely working with front office for arrival or upsell rooms
- Handling of guest incidents in relation to housekeeping
- Ensuring rooms are released on time and according to One and Only Standards
- Allocation of tasks to room attendants, housemen, public areas, and laundry
- In absence of Executive housekeeper attends management daily briefings.
Housekeeping Supervisor
Meriton Services Apartments Zetland (Metro Global Group)
10.2014 - 08.2015
- Rotation to different roles in the department
- Coordinating and liaising with managers and operational staff
- Opening and allocation of rooms and tasks of the day
- Responding to guests' requests and emails
- Handling of lost property
- Detail Checking of rooms for release
- PM Supervisor Duties (closing, preparation of Handover and Room Counts)
- Public Area Checking
- Assigning of tasks to Room Attendants and Public Area.
Education
Diploma in Human Resource Management -
Upskilled
05.2018
Master of International Hospitality Management -
University of South Australia
Adelaide, South Australia08.2014
Master of International Hospitality Management -
Le Cordon Bleu
Adelaide, South Australia08.2014
Skills
- Housekeeping Operations
- Training and Retention
- Rostering
- End-to-end Recruitment
- Productivity
- Scheduling and Planning
- Customer service-focused
- Task Delegation
- Department coordination
Accomplishments
- One and Only Hayman Island Striver of the Month-Front of the House-May 2016 (nominee)
- One and Only Hayman Island Striver of the Month- Front of the House February 2016 (winner)
- Graduated with a 6.0 GPA in Masters in International Hospitality Management (Le Cordon Bleu)
- Cable Beach Club Resort and Spa Employee of the month (March 2011)
- Graduated Cum Laude
- Consistent Dean’s Lister
- Consistent half Scholarship recipient
Affiliations
Member Golden Key International Honour Society (March 2013 to present)
Trainingsreceived
- Etivity Training
- Train the Trainer Course (One and Only)
- Situational Leadership Course
- IHG Leading and Managing
References
- Rochak Karki, Front Office Manager, Crown Plaza Coogee Beach, Sydney, 0426 055 156
- Elena Sta Ana, Former Housekeeping Manager, Sydney, 0430 170 31
- Mitchell Morrow, Former Director of Rooms, Kimpton Margot Sydney, Sydney, 0421 848 930
- Jason D’eath, Executive Housekeeper, Sofitel Gold Coast, Brisbane, 0438690018
Timeline
Housekeeping Manager-Internal
Sofitel Sydney Darling Harbour
05.2022 - Current
Assistant Housekeeping Manager
InterContinental Sydney
05.2021 - 05.2022
Assistant Executive Housekeeper
Primus Hotel Sydney
03.2021 - 05.2021
Senior Housekeeping Supervisor
InterContinental Sydney
06.2019 - 03.2021
Supervisor
The Darling Hotel at the Star
07.2018 - 05.2019
Housekeeping Coordinator/Supervisor
Holiday Inn Darling Harbour (Challenger Services Group)
12.2017 - 06.2018
Housekeeping Manager In Charge
Crowne Plaza Coogee Beach (Challenger Services Group)
12.2017 - 01.2018
Housekeeping Supervisor
Crowne Plaza Coogee Beach (Challenger Services Group)
07.2017 - 01.2018
Housekeeping Supervisor
Swissotel Sydney
11.2016 - 07.2017
Assistant Housekeeping Manager
One and Only Hayman Island
08.2015 - 10.2016
Housekeeping Supervisor
Meriton Services Apartments Zetland (Metro Global Group)
10.2014 - 08.2015
Diploma in Human Resource Management -
Upskilled
Master of International Hospitality Management -
University of South Australia
Master of International Hospitality Management -
Le Cordon Bleu
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