Lisa Houghton
Ramsbottom, Bury,Lancashire
Summary
Highly organised and detail-orientated professional with exceptional interpersonal communication skills. Demonstrates strong decision-making abilities and consistently meets set goals and performance targets. Adaptable and efficient multi-tasker, influential in service-oriented environments, seeking to leverage skills in a dynamic role that values conscientiousness and adaptability.
Overview
36
36
years of professional experience
Work history
Head housekeeping manager
Chethams School of Music
Manchester, Greater Manchester
10.2022 - Current
- Responsible for 3 boarding houses, concert spaces and public areas, inclusive of Grade 1 and 2 listed buildings.
- Delivered a full programme of Summer Schools, managed transition of service from education to hospitality.
- Developed efficient work schedules, for the delivery of required service.
- Liaised with maintenance department, ensured timely repairs.
- Delegated duties effectively to maximise workforce efficiency.
- Identified areas of improvement through comprehensive site inspections.
- Streamlined operations to ensure prompt service delivery.
- Managed inventory control for reduced waste and cost savings.
- Coordinated deep-cleaning tasks.
- Ensured adherence to health and safety regulations for secure working environment.
- Improved overall cleanliness by implementing new housekeeping protocols.
- Led training sessions for improved staff performance.
- Implemented eco-friendly practices, contributed towards sustainability efforts.
- Conducted regular team briefings, fostered transparency in operations.
- Fostered a positive work environment with regular staff meetings.
- Inspected rooms to confirm quality and attention to detail met required standards.
- Audited rooms after cleaning to check cleanliness standards.
- Evaluated employee performance and developed improvement plans, maximising team efficiency.
- Coached housekeeping staff to effectively plan and deliver on targets.
- Updated training programmes to enhance employee performance.
- Requisitioned housekeeping supplies and guest toiletries to maintain adequate inventory levels.
- Responded proactively to changing housekeeping requirements.
- Budgeted for cleaning staff and resource requirements.
- Established effective communication channels, promoted team cohesion.
Housekeeper
Beauty Bay
Exchange Quay, Salford
02.2016 - 09.2022
- Actioning inventory and office supply purchases.
- Greeting all visitors in a warm and friendly manner to create a positive first impression .
- Coordinating all aspects of office services, including supply monitoring and facility maintenance.
- Consistently following all required protocols for scheduling meetings both internal and external.
- Overseeing the upkeep of the entire facility and notifying maintenance for service repairs.
- Served as a primary point of contact for team members and visitors.
- Maintaining expert knowledge and awareness of meeting space availability.
- Completing all cleaning, stocking and organising tasks in assigned office area.
- Acting as both a fire marshal and first aider for the office suite.
- Expertly guiding H&S decisions in areas with low-scoring audits to guarantee compliance.
- Arranging and coordinating appropriate licences and training opportunities on an annual and biannual basis.
- Supporting staff, actively listened to their concerns and providing practical advice and guidance.
- Assisting staff members with hazard and incident reporting protocol as needed.
- Initiating and assisting in emergency drills, including simulations of foreseeable emergencies with local authorities.
- Ensured rigorous Covid-19 response across all in office activities, the office did not close due to the implementation of strong COVID procedures and cleaning protocols.
- Acting as a visible and available health and safety resource in the field by consulting with staff, modelling safe behaviours and encouraging model behaviours.
- Supporting the office and facilities manager in general admin tasks to ensure smooth running of day to day activities.
Deputy Housekeeper
Principal Hayley TA The Palace Hotel
Oxford Road, Manchester
01.2012 - 12.2015
- Worked with facilities teams to ensure all inventory was complete and in good working order, and that all maintenance requirements were logged correctly and actioned.
- Developed departmental objectives, work schedules, budgets and policies.
- Recruited and trained new members of departmental team, up to 60 seasonal and permanent.
- Updated team members about changes in Hotel products, services, prices and policies, holding daily briefing meetings and organisation of work based training both internal and external.
- Ensuring all Health and Safety and COSHH legislation was met both for team members and guests.
- Increased hotel revenue and profit through controlling all linen stock, monthly stock taking, controlling all supplies, operational and guest welcome and working closely with janitorial to maintain budget requirements.
- Working within strict payroll budgets to achieve maximum departmental productivity
- Improved customer service ratings through managing cleaning, presentation and maintenance requirements of all accommodation and public areas , working to a strict timescale to ensure property or site is returned promptly for check in and all areas are completed.
- Resolved service related problems in a timely manner.
- Performed performance reviews, appraisals and job chats, setting of SMART targets to achieve improved performance Conducted investigations and instigated or performed disciplinary procedures.
- Promoted brand loyalty as both Duty Manager and Journey Ambassador .
Deputy Housekeeper
Hilton UK and Ireland
Deansgate, Manchester
10.2009 - 01.2012
- Duties for this position, as above.
Housekeeping Manager
Gwel an Mor Luxury Lodges
Portreath, Redruth, Cornwall
01.2007 - 07.2009
- Developed departmental objectives, work schedules, budgets and policies, developing and implementing all systems and procedures for housekeeping operations .
- Recruited and trained up to 60 new members of guest service team.
- Increased hotel revenue, profits and market share through sourcing of janitorial suppliers, negotiation of account rates and increasing productivity.
- Escorted guests to their assigned rooms, including transporting their luggage.
- Collaborated with maintenance to ensure lodges and grounds were in immaculate condition to achieve and maintain 5* grading of site.
- Resolved service-related problems.
- Updated team members about changes in products, services, pricing and policies, holding daily briefing meetings and Organisation of work based training both internal and external, ensuring all health and safety and COSHH legislation is met
- Accommodated guests' requests promptly, to meet guest expectation .
Seasonal Coach Receptionist.
Treasure Park TA Cornish Goldsmiths
Portreath, Redruth, Cornwall.
07.2005 - 01.2007
- Oversaw inventory and office supply purchases.
- Answered a large number of calls per day by addressing customer enquiries, solving problems and providing new product information.
- Greeted customers entering site to ascertain what each customer wanted or needed.
- Working in all areas of site when required.
Restaurateur
Self Employed Restaurateur. Pipeline Restaurant
Falmouth, Cornwall
01.2001 - 01.2005
- Interviewed, selected, trained and supervised staff.
- Monitored team performance and progression
- Developed lucrative annual food and beverage marketing plan and strict budget to maximise profits.
- Created a positive and enjoyable work culture
- Correctly calculated inventory and ordered appropriate supplies.
- Led and directed team members on effective methods, operations and procedures.
- Prepared for and executed new menu implementations.
- Maintained a safe working and guest environment .
- Negotiated with external vendors
- Managed payroll and timekeeping, including completion of paperwork for new recruits and leavers.
- Quickly identified problem situations and skilfully resolved incidents
- Purchased adequate quantities of necessary restaurant items, including food, beverages, equipment and supplies.
- Met, greeted and encouraged feedback from customers and used feedback to implement positive changes.
- Responded to all enquiries
- Responsible for design and preparation of all menu items .
- Inspected restrooms for cleanliness and availability of supplies and cleaned restrooms when necessary
- Provided excellent customer service
- Followed all safety and sanitation policies when handling food and beverage to uphold proper health standards.
Sales Assistant to Assistant Manager
Peacocks Stores Ltd
Totnes Devon
11.1995 - 12.2001
- Greeted customers and ascertained customers' needs.
- Helped customers with questions, problems and complaints in person and via telephone.
- Stocked shelves and supplies and organised displays.
- Trained and served as peer coach for new sales associates.
- Ran mark-down reports, managed stock replenishment and analysed buying reports.
- Conferred with shop managers to obtain information about customer needs and preferences.
- Loaded and unloaded merchandise using ladder and hand pallet truck.
- Educated employees on new merchandise during seasonal workshops.
- Promoted from Team Leader to Assistant Manager within 18 months.
- Counted cash drawers and made bank deposits.
- Managed staff of 12 sales associates and 3team leaders.
- Assigned employees to specific duties .
- Instructed staff on appropriately handling difficult and complicated sales.
- Trained and developed new associates on POS system and key sales tactics.
Photographic Stylist
Cartwright's Photography Studio
Swinton, Manchester
06.1990 - 09.1995
- Collaborated with production on task list creation to meet overall project goals on time.
- Collaborated with art directors to implement artistic vision, by interpreting layout and brief and creating overall vision.
- Monitored production schedules while adhering to assigned budgets, ensuring all jobs were delivered on time, and keeping accurate budgetary records by job number.
- Created aesthetically-pleasing advertisements that complemented products, and fulfilled clients brief.
Photographic Stylist
Studio Nova
Manchester
09.1989 - 06.1990
- Duties for this position, as above
Education
BTEC - Design And Display
Tameside College of Technology
1989
Secondary Education Exam -
Our Lady,s RC High School
Manchester1987
Skills
- Organised
- Detail-orientated
- Strong decision making
- Consistently meets set goals and performance targets
- Efficient multi-tasker
- Facility maintenance proficiency
- Resource allocation competencies
- Budgetary control understanding
- Performance Management
- Room inspection techniques
- Staff training and development
- Housekeeping cost reduction methods
Accomplishments
- Assistant Head of Department of the year 2010, (Hilton UK and Ireland)
- Springboard Ambassador for the promotion of Housekeeping and Hospitality in the North West.
Additional Information
I have completed the following work based training courses.
- NVQ : Retailing, Level 2
- NVQ : Housekeeping
- Health and Safety for Managers (with Hilton UK & Ireland )
- Train the Trainer ( with Hilton UK & Ireland )
Timeline
Head housekeeping manager
Chethams School of Music
10.2022 - Current
Housekeeper
Beauty Bay
02.2016 - 09.2022
Deputy Housekeeper
Principal Hayley TA The Palace Hotel
01.2012 - 12.2015
Deputy Housekeeper
Hilton UK and Ireland
10.2009 - 01.2012
Housekeeping Manager
Gwel an Mor Luxury Lodges
01.2007 - 07.2009
Seasonal Coach Receptionist.
Treasure Park TA Cornish Goldsmiths
07.2005 - 01.2007
Restaurateur
Self Employed Restaurateur. Pipeline Restaurant
01.2001 - 01.2005
Sales Assistant to Assistant Manager
Peacocks Stores Ltd
11.1995 - 12.2001
Photographic Stylist
Cartwright's Photography Studio
06.1990 - 09.1995
Photographic Stylist
Studio Nova
09.1989 - 06.1990
BTEC - Design And Display
Tameside College of Technology
Secondary Education Exam -
Our Lady,s RC High School