Martina Nana Yaa Quarshie Tetteh
Greater Accra
Summary
A Committed Executive Housekeeper using over twelve years in hospitality industry to maintain the highest standards of cleanliness and staff efficiency. Additional skills include time management, employee follow up and motivation as well as providing excellent customer service through highly-organized services.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Executive Housekeeper
Accra Marriott Hotel
12.2019 - Current
- Worked effectively with Engineering department in Room Preventive Maintenance up to Four guest-rooms per day.
- Inventoried stock monthly and achieved adequate supplies.
- Supervised daily Housekeeping shift operations and compliance with all housekeeping policies, standards and procedures.
- With the Team, we were able to realize higher standards of cleanliness in all guest-rooms and public spaces using effective inspection programs.
- Participated in management of department’s controllable expenses to exceed budgeted goals by 5%.
- Responded to and handled guest problems and complaints with rapt response thus helping us to meet and exceed guest satisfaction and expectation to achieve a 94.1% in cleanliness
- Empowered employees so they could provide personalized excellent customer service that resulted in our achievement of 80% departmental Engagement score in 2021.
- Maintained excellent working relationship with all associates in communicating and executing tasks especially for the front desk employees leading to timely execution of cleaning duties and improved Room readiness to 85%.
- Completed laundry services with special attention to care instructions for hand-washing and dry cleaning and improved timely service delivery to above 65%.
Housekeeping Consultant
Oak Plaza Hotels, Accra Ghana
03.2019 - 11.2019
- Supervised staffing levels to meet guest services, operational needs, and corporate financial objectives.
- Administered fairly and consistently, disciplinary procedures and documented property policies and completed according to Standard and Local Operating Procedures (SOPs and LSOPs).
- Supported departmental orientation program for a successful new hire training.
- Participated in employee progressive discipline procedures.
- Trained Housekeeping team and improved service skills up to about 60%+.
- Conducted Linen Inventory and determined par stock for 100% availability.
- Reviewed and set agreed Operational Standards that ensured 100% consistency.
- Reviewed manning and recruited appropriately.
- De-snagged Property and prepared comprehensive report to Management for improvement.
- Provided professional consultation services and supported in dynamic working environment.
Assistant Executive Housekeeper/Laundry Manager
Kempinski Hotel Gold Coast City
08.2014 - 11.2018
- Supervised Housekeeping Department Staff Training that helped reduce guest complaints by 10%.
- Randomly Scrutinized Guest laundry, Hotel linen and guest rooms particularly all those assigned to V.V.I.P, V.I.P, and Repeated Guests so flowering requirements would be uniquely placed to guest color needs and allergies taken into consideration plus other special requests.
- Verified that work done by outside contractors was keenly done following all tasks safety and maintained compliance to specifications.
- Joined interview sessions to ensure qualified staff and those with trainable skills were recruited.
- Developed training plans, following through it with the Human Resources Required so associates within Laundry and Housekeeping team could execute tasks or services accordingly.
- Conducted daily morning briefings and kept team informed on issues relevant to their jobs.
- Controlled usage of all laundry chemicals, amenities, cleaning supplies for the compliance to budget and appropriate usage of equipment's and tools to extend its longevity.
- Handled comments and requests from guests and other departments to meeting guests satisfaction.
- Monitored Laundry and housekeeping procedures including best washing formulas, Best chemical application procedures, Lost and Found, Key Control, Security and Safety on the job, Emergency procedures and Health and Safety procedures for employees and guests.
- Assisted Executive Housekeeper prepare annual manning guide, CAPEX budget and departmental budget.
Laundry Manager/Assistant Housekeeping Manager
Moevenpick Ambassador Hotel
05.2012 - 07.2015
- Assisted Executive Housekeeper to manage Housekeeping Department to achieved highest standards of cleanliness and productivity.
- Directed all cleaning and maintenance operations on Floors and Public Area.
- Closely monitored all processes related to high level of housekeeping services and provisions to guest in timely and defect free state.
- In absence of Executive Housekeeper, I managed the Housekeeping Department to achieved 4.1 and 90.67% score in Staff Employee Survey and Experience Audit respectively.
- Managed laundry sorting, washing, drying and ironing.
- Worked with front desk and responded promptly to all guest requests.
- Evaluated employee performances and developed improvement plans accordingly.
- Completed schedules, shift reports and other business documentation for management purposes and Team References.
- Completed laundry services with special attention to care instructions for hand-washing and dry cleaning.
- Drove improvements to workflow and room turnover with hands-on, proactive management style.
- Maintained controls over expenses and inventoried for optimal budget tracking.
- Operated traditional and computer-operated washers and dryers and making sure safety at work was priority to all.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
Housekeeping Coordinator/Supervisor
Moevenpick Ambassador Hotel Accra
04.2011 - 04.2012
- Prepared monthly lost and found report for the Executive Housekeeper’s action plans to management.
- Assigned job to Housekeeping attendants and consistently reported VIPs in house and Guest with special needs through Briefings.
- Checked VIP’s rooms and Public Areas and take corrective action and request for maintenance jobs to be completed.
- Inspected guest-rooms and Prepared discrepancy report for the Executive Housekeeper, supervisors and Front Desk to follow up.
- Followed up on blocked rooms for quick release.
- Raised Purchase Request for chemicals needs and controlled Room Attendant Caddy.
- Updated Opera with actual status of rooms.
- Updated guest profile with their preferences accordingly and alerting front desk.
- Trained and mentored all new personnel to maximize quality of service and performance and optimize resources.
- Worked effectively with front desk to respond promptly to all guest requests.
- Completed schedules, shift reports and other business documentation.
- Monitored, prioritized and liaised between maintenance team and management, delegated tasks and completed on time.
Front Desk Personnel/Agent
Airport West Hotel Accra
01.2009 - 03.2011
- Prepared Night Allowance and Overtime report to Finance Coordinator
- Sent daily confirmation by email or fax to prospective guests from outside Hotel
- Attended to other clerical duties like photocopying, scanning, laminating, receiving calls and facsimile promptly
- Prepared bills for clients and received payment
- Checked accounts and monitored credit limit
- Checked in and Checked out of guests
- Organized and maintained files
- Allocated daily rooms according to preferences.
- Obtained client information and answered telephone calls.
- Resolved daily caller issues quickly and thoroughly.
- Handled and resolved customer complaints.
Management Trainee
Novotel Hotel Accra
01.2007 - 12.2008
- Prepared Front Office and Housekeeping discrepancy reports
- Received calls and enquires on Hotel Telephone dashboard
- Checked-in and Checked-out of guests.
- Communicated daily confirmations emails of room reservations
- Assigned jobs to room attendants
- Recorded and issued lost and found items
- Reported daily on room status
- Managed Mini bar fridges
- Checked cleaned rooms and reported on status for arrival
- Daily Followed up on maintenance request for prompt resolution
- Inspected guestrooms and Public areas
- Established open and professional relationships with team members which facilitated communication, quickly resolved issues and conflicts.
- Collaborated in professional team and solved workflow issues.
Education
Bachelor of Science - Management Science
Central University College
Accra-Ghana06.2012
Higher National Diploma - Hotel Management
Accra Technical University
Accra-Ghana08.2007
Some College (No Degree) - French Studies
Alliance Francaise
Accra-GhanaHigh School Diploma -
St.Johns Grammar School
Accra-Ghana02.2001
Skills
- Excellent writing and communication skills
- Effective Guest relation skills, training and mentoring skill
- Staff Management
- Time Management Expertise
- High Customer Service Standards Adherence
Accomplishments
- Coached the Team to win our Inter-Departmental Quiz during our Associate Appreciation Week in 2023 for Accra Marriott Hotel.
- Achieved 94.1% In-Person Brand Standard Audit Cleanliness Score in 2023 for Accra Marriott Hotel.
- Had some of our well Trained Associates Qualified for Transfer before during and after the resent World Cup Tournament in Qatar for Marriott brands in 2022 / 2023.
- Achieved 85.3% In-Person Brand Standard Audit Cleanliness Score in December 2022 for Accra Marriott Hotel.
- Achieved 96% score in Virtual Audit in April 2021 for Accra Marriott Hotel.
- Best Department of the year,2022 in Accra Marriott Hotel.
Certification
- Advanced First Aid,CPR & AED Training -West African Rescue Association 2023
- Housekeeping Short Course in Lobster Ink,2016
- Train The Trainer Certificate Program,2015 at Kempinski Hotel Gold Coast City
- Certificate of Recognition for outstanding Support,
- African Partnership Flight Ghana 2016(US AIR FORCE AFRICA)
- Effective Management Skills CBM Consult LTD GHANA 2013
- First Class Honors BSc. In Management Studies Central University College Ghana 2012
- First Class Honors Higher National Diploma in Hotel Catering and Institutional Management
- Accra Technical University 2007
Certificate of National Service Republic of Ghana 2007 / 2008 - Senior High School Certificate-St.Johns Grammar School,Accra Ghana,2001
Special Project
Sheraton Hotel Abuja Nigeria Task Force 2021
Marriott Ikeja Nigeria Task Force for Pre-Opening 2021
Moevenpick Ambassador Hotel Accra Ghana Pre-Opening 2011
Kempinski Hotel Gold Coast City Accra Ghana Pre-Opening 2015
Languages
English
Proficient
C2
Timeline
Executive Housekeeper
Accra Marriott Hotel
12.2019 - Current
Housekeeping Consultant
Oak Plaza Hotels, Accra Ghana
03.2019 - 11.2019
Assistant Executive Housekeeper/Laundry Manager
Kempinski Hotel Gold Coast City
08.2014 - 11.2018
Laundry Manager/Assistant Housekeeping Manager
Moevenpick Ambassador Hotel
05.2012 - 07.2015
Housekeeping Coordinator/Supervisor
Moevenpick Ambassador Hotel Accra
04.2011 - 04.2012
Front Desk Personnel/Agent
Airport West Hotel Accra
01.2009 - 03.2011
Management Trainee
Novotel Hotel Accra
01.2007 - 12.2008
Bachelor of Science - Management Science
Central University College
Higher National Diploma - Hotel Management
Accra Technical University
Some College (No Degree) - French Studies
Alliance Francaise
High School Diploma -
St.Johns Grammar School
- Advanced First Aid,CPR & AED Training -West African Rescue Association 2023
- Housekeeping Short Course in Lobster Ink,2016
- Train The Trainer Certificate Program,2015 at Kempinski Hotel Gold Coast City
- Certificate of Recognition for outstanding Support,
- African Partnership Flight Ghana 2016(US AIR FORCE AFRICA)
- Effective Management Skills CBM Consult LTD GHANA 2013
- First Class Honors BSc. In Management Studies Central University College Ghana 2012
- First Class Honors Higher National Diploma in Hotel Catering and Institutional Management
- Accra Technical University 2007
Certificate of National Service Republic of Ghana 2007 / 2008 - Senior High School Certificate-St.Johns Grammar School,Accra Ghana,2001
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