Norah

Results-driven and detail-oriented Hospitality Management professional with a proven track record of upholding premium accommodation and housekeeping standards within luxury 5-star environments. A capable leader with extensive experience supervising large, multicultural teams, conducting rigorous room quality audits, and managing high-volume operational workflows. Skilled in leveraging property management systems to optimize room turnaround efficiency, control chemical and linen inventory, and maximize guest satisfaction scores.

Committed to upholding elite global hospitality standards.

Housekeeping Supervisor at Serena Hotel (2020-01 – 2022-11)

Directly supervised a team of 18 room attendants and public area cleaners to maintain flawless 5-star resort standards across 200 rooms and luxury suites.

• Quality Assurance: Conducted daily inspections of guestrooms, corridors, and VIP suites, ensuring zero defects before releasing inventory to the Front Office.
• Operational Efficiency: Utilized Opera PMS to streamline room status updates, reducing average guest check-in wait times by 15%.
• Cost Management: Monitored usage of guest amenities, linens, and cleaning chemicals, successfully keeping monthly departmental supply expenses 12% under budget.
• Staff Development: Designed and executed a comprehensive onboarding program for 8 new hires, improving overall room-cleaning efficiency scores by 20%.
• Guest Relations: Promptly resolved guest complaints regarding room conditions, achieving a 96% positive feedback rating on guest satisfaction surveys.

Floor Supervisor / Senior Room Attendant at The Stanley Hotel (2016-03 – 2021-12)

Assisted the Assistant Executive Housekeeper in overseeing daily floor workflows, inventory distribution, and special deep-cleaning projects.

• Inventory Control: Managed the daily distribution of linens, uniforms, and guest amenities to floors, minimizing waste and tracking stock discrepancies.
• Interdepartmental Coordination: Worked closely with Front Office and Engineering teams to log, track, and expedite urgent maintenance requests, preserving asset quality.
• Compliance: Enforced strict adherence to chemical safety, room hygiene protocols, and workplace occupational safety standards.

Diploma in Hospitality Management – Kenya Utalii College (2016)