Anne Fernandes
Pudsey,UK
Summary
Experienced Operations Manager with extensive expertise in inventory management, payroll, and scheduling. Demonstrates excellent organisational skills to manage conflicting demands and changing priorities in demanding environments. Proven track record of quickly understanding business objectives and analysing key information to ensure budgets are adhered to and rotas are planned accordingly. Strong business awareness and proficiency in Microsoft Word enhance operational efficiency. Committed to continuous improvement and effective training to drive team performance.
Overview
39
39
years of professional experience
Work history
Head Housekeeper
Indigo leeds-Leeds
Leeds
2025.04 - 2026.07
- Looking after the busy housekeeping team
- Managed laundry operations, ensuring clean linens at all times.
- Inspected rooms before check-in to ensure top-notch services for guests' arrival.
- Instructed staff on use of new cleaning tools, improving their productivity levels.
- Maintained a clean and healthy environment by regularly supervising housekeeping duties.
- Updated knowledge about latest industry trends to stay ahead in service provision.
- Addressed guest complaints promptly, improving overall customer experience.
- Resolved disputes amongst staff members tactfully, fostering a harmonious work environment.
- Trained new members of the team, ensuring high quality service delivery.
- Scheduled regular maintenance checks to ensure equipment functionality.
- Coordinated staff schedules for smooth running of operations.
- Enhanced cleanliness standards with strict implementation of hygiene regulations.
- Monitored inventory levels for effective management of supplies.
- Ensured adherence to safety protocols, reducing incidents of workplace accidents.
- Ensured guest satisfaction with timely and efficient room service.
- Organised team meetings for better communication and coordination amongst staff.
- Created a safe environment for guests and staff, verifying all cleaning materials were used and stored in compliance with COSHH regulations.
- Facilitated smooth day-to-day operations, coordinating with reception and reservations to ensure impeccable service delivery.
- Delegated tasks and briefed staff on shift requirements to meet KPIs.
- Budgeted for cleaning staff and resource requirements.
Head Housekeeper
The Queens Hotel-Leeds
Leeds
2014.10 - 2025.03
- Overall responsibility for management of the Housekeeping department, working proactively to ensure that KPIs are met, staff are rotas to ensure expected standards whilst keeping within the departmental budget
- Provide leadership for 1 Assistant Manager, 2 Supervisors, 3 public area cleaners and 30 room attendants.
- Responsible for ensuring that all mandatory training is completed within the timeframe set by HR.
- Undertake twice yearly staff appraisals.
- Responsible for ensuring timesheets are checked and authorised within tight timescales to ensure that housekeeping staff are paid correctly.
- Responsible for Health & Safety within the Housekeeping department.
- Undertake Duty Manager role for at least 3 shifts per week, alongside my role as department head.
- Part of the Heads of Department Team, Health & Safety Team, Fire & Crisis Team
- Part of the Q Hotel Group. A 4
- Iconic Hotel in Leeds City Centre with 216 rooms and 16 conference rooms, including a Ballroom which seats over 500 people.
Head Housekeeper
Park Plaza Hotel
2012.03 - 2014.10
- Fully accountable for the cleaning within the hotel of 186 bedrooms which had been through a full refurbishment over the previous 12 months. Worked for contract cleaning company and had a dual reporting line to both the contract cleaning area manager and general manager of the hotel.
- Responsible for ensuring budgets are adhered to.
- Fully responsible for ensuring Housekeeping staff are paid correctly and holidays are managed.
- Responsible for stock take on all linen within the hotel.
- Responsible for health and safety and risk assessments.
- Attend managers and health & safety meetings weekly and monthly.
- Responsible for all training within the department.
- Assist in improving standards and working closely with customers.
Site Manager
Whiterose Shopping Centre
2011.02 - 2012.03
- Accountable for all the cleaning within a 24 hour per day contract and maintaining standards all day.
- Manage a team of 43 staff from supervisors to indoor and outdoor cleaners.
- Responsible for all aspects of training for the team.
- Responsible for health & Safety and risk assessments
- Accountable for wages, HR within the site and holiday planning.
- Planning for a new managers rota and staff rota bringing the contract into day cleaning instead of 24 hours per day to improve on the energy saving within the Whiterose Centre.
- Responsible for consulting with staff throughout changes.
Head Housekeeper
Moran Hotel Group-Leeds, UK
Leeds
2005.01 - 2011.01
- Accountable for the standards of all areas within the hotel including the public areas, lounge bar, 300 seat restaurant, 9 meeting rooms and 334 bedrooms.
- Manage a team of 30 staff including 4 supervisors
- Responsible for all aspect of staff training and development
- Responsible for all aspects of HR for the Housekeeping Department, including payroll, recruitment performance management, disciplinary meetings, inductions and the upkeep of personnel files.
- Achieved scores of 90% plus in all quarterly standards audits for the company.
- Ended the financial hear with an actual wage cost of £4.22 per room sold vs a target of £4.50 per room sold for the Housekeeping Department as a whole.
- Responsible for staff rotas and forecasting.
- Active member of the Senior management team, providing revenue generating and cost saving ideas to the GM and the Company Directors.
- Re-negotiated the plants contract in 2009 in order to save £50 per week and to include all Christmas trees and decorations at no extra charge.
- Re-designed the 8th floor bedrooms to become Executive Rooms in order to generate extra revenue.
- Implemented a zero tolerance policy towards dust and poor bedroom presentation in order to maintain and improve standards.
- Responsible for all ordering within the department, including chemicals, stationery uniforms ensuring that budgets are adhered to.
- Responsible for all health and safety and risk assessments for the departments.
Head Housekeeper
Ramada Jarvis Leeds Parkway
Leeds
2001.01 - 2005.01
- Accountable for the Housekeeping department, including the team and the standards of this 118 bedroom hotel with 15 meeting rooms, ball room, function rooms, restaurant and lounge bar.
- Responsible for the training and development of all Housekeeping team members, including 2 supervisors, 12 room attendants, linen porters and public area cleaners.
- Part of the Duty Management Team and successfully completed DM shifts every week, dealing with all aspects of the hotel including show-rounds of the facilities for people interested in booking weddings.
- Achieved consistently high scores in excess of 85% in the company annual standards audits.
- Responsible for a number of HR aspects within the department, including payroll and recruitment.
- Assisted with the set up of weddings and events on a regular basis.
- Ensure that all ordering for the department meets monthly budget figures based on rooms sold for the period.
Cleaning Site Supervisor
Sainsbury's Supermarket, White Rose Centre
1995.01 - 2001.01
Shop Manager
Johnson Dry Cleaners-Leeds, UK
Leeds
1992.01 - 1995.01
Head Housekeeper
Cuddugan Hotel-Bournemouth, UK
Bournemouth
1989.01 - 1992.01
Head Housekeeper
Durlston Hotel-Bournemouth, UK
Bournemouth
1988.01 - 1989.01
Education
GCSE or equivalent -
Skills
- Operations
- Extensive experience as a Operation manager
- Word
- Inventory Management
- Training
- Scheduling
- Excellent organisational skills developed to keep pace with conflicting demands, changing priorities in demanding environments
- Payroll
- Proven track record in quickly being able to understand business objectives and analyse key information
- Inventory
- Strong business awareness to ensure budgets are adhered to and rotas planned accordingly budgets
- Microsoft Word
Timeline
Head Housekeeper
Indigo leeds-Leeds
2025.04 - 2026.07
Head Housekeeper
The Queens Hotel-Leeds
2014.10 - 2025.03
Head Housekeeper
Park Plaza Hotel
2012.03 - 2014.10
Site Manager
Whiterose Shopping Centre
2011.02 - 2012.03
Head Housekeeper
Moran Hotel Group-Leeds, UK
2005.01 - 2011.01
Head Housekeeper
Ramada Jarvis Leeds Parkway
2001.01 - 2005.01
Cleaning Site Supervisor
Sainsbury's Supermarket, White Rose Centre
1995.01 - 2001.01
Shop Manager
Johnson Dry Cleaners-Leeds, UK
1992.01 - 1995.01
Head Housekeeper
Cuddugan Hotel-Bournemouth, UK
1989.01 - 1992.01
Head Housekeeper
Durlston Hotel-Bournemouth, UK
1988.01 - 1989.01