Ciera Johnson

Well-rounded and motivated with the ability to read people and communicate effectively. Rapidly acquires new skills. In addition of having experience and knowledge of using all cleaning chemicals. Hard working housekeeping manager with the dedication to guest satisfaction and superior service. Authorized to work in the US for any employer

Executive Housekeeping Manager at Sheraton Baltimore North Hotel (2022-11 – Present)

• In charge of monitoring the use and replacement of cleaning supplies and guest amenities.
• Responsible for scheduling, and monitoring productivity and payroll.
• Managed the training and development of employees with a focus and emphasis toward maximum employee satisfaction, productivity, and guest satisfaction.
• Supervised and inspected the daily cleaning of the guest rooms, public areas and back of the house. Ensured compliance with accident & loss prevention programs, and health/sanitation standards.
• Conduct inspections of rooms, providing feedback to room attendants, housemen and the management team.
• Forecast needs and adjust staffing levels as required. Plan and prepare employee work schedules.

Executive Housekeeper at Courtyard by Marriott (2020-02 – 2022-11)

• Hired and managed a staff of 15 housekeepers to support a growing customer base with demanding needs in an emerging hospitality industry.
• Committed to the assistance and support of others while maintaining a cheerful and helpful attitude. Analyzed problems and anticipated customers' needs.
• Provided team with guidance, motivation, and discipline to consistently achieve guest satisfaction.
• Handled guest inquiries and complaints.
• Demonstrated skill in providing excellent customer service.
• Prepared daily reports, inspected rooms and updated PMS system to meet company standards.
• Responsible for the overall cleanliness of all guest rooms and public areas of this 126 room hotel.
• Perform or assist with cleaning duties as necessary.

Executive Housekeeping Manager at Hampton by Hilton (2018-03 – 2020-02)

• Achieved a 20% increase in guest satisfaction scores within the first year by implementing new cleaning procedures and training programs.
• Reduced labor cost by 10% by optimizing staff scheduling and improving workflow processes.
• Maintained compliance with company and brand standards, regulation and certification requirements, including CPR/First Aid.
• Implemented and maintained a key control system for the department to ensure guest privacy and security.
• Managed a monthly inventory of Housekeeping and Laundry supplies and reduced supply costs by 5%.
• Conducted monthly department meetings with Housekeeping staff to review performance and provide training.
• Handle and resolved guest complaints and issues in a timely and efficient manner.
• Maintained a professional working relationship with other managers, employees, and all other department.

Senior Supervisor Of Operations at Brookshire Suites Hotel (2014-02 – 2018-03)

• Manage the department in accordance with the policies and procedures of the hotel.
• Hire and monitor staff, perform performance evaluations and take disciplinary action when necessary.
• Handle request and complaints from guest and resolve problem with the guest.
• Oversee the supervisory day to day operations of the housekeeping and laundry department.
• Plans work schedules and room assignments with minimum disruption to guest service by encouraging responsiveness to guest needs.

Housekeeping Supervisor at Hilton Garden Inn & Homewood Suites (2010-02 – 2014-02)

• Opening and closing housekeeping using on Q system.
• Inspect level of cleanliness and report maintenance issues.
• Assisted in scheduling staff according to project and staff requirements.
• Respond to guest request and complaints.
• Overseeing housekeeping staff to maintain cleanliness.
• Coordinating supplies of linens and terry in order to maintain sufficiency.
• Reporting all lost and found items and login them in the computer.

High school or equivalent in computer – Patterson High School