Susan Ramamurthy

Lead cleaning operations across a large holiday park with over 100 accommodation units, including caravans and lodges, ensuring high standards and efficient changeovers.

Team Leadership

• Lead, motivate, and develop a high-performing cleaning team, driving productivity and maintaining consistent service delivery.
• Delegate tasks effectively and manage team performance to meet operational demands.
• Support recruitment, onboarding, and ongoing training of staff.

Operations & Standards

• Ensure all accommodation and site facilities consistently meet high cleanliness and hygiene standards.
• Conduct regular inspections to maintain quality, safety, and compliance.
• Implement and maintain effective cleaning procedures across all areas.

Operational Planning

• Manage cleaning rotas, shift allocation, and high-volume changeovers in a fast-paced environment.
• Coordinate laundry operations to ensure timely turnaround and linen availability.
• Liaise with other departments to ensure smooth and efficient daily operations.

Compliance & Budgeting

• Maintain full compliance with COSHH and health & safety regulations through regular monitoring and team training.
• Manage stock control, ensuring availability while minimising waste and controlling costs.
• Support cost control through effective resource planning and use of materials.

Guest Focus & Service Delivery

• Monitor guest feedback and respond promptly to resolve issues, maintaining high levels of customer satisfaction.
• Handle complaints professionally using strong communication and problem-solving skills.
• Ensure a clean, safe, and welcoming environment to enhance the overall guest experience.

Performance & Reporting

• Prepare and present reports on cleaning operations, highlighting performance, issues, and improvements.
• Drive continuous improvement by increasing efficiency through effective planning, coordination, and task management.
• Conducted regular inspections to ensure adherence to health and safety regulations.

• Management of the Soft Services £1.3 million PFI Contract overseeing Cleaning, Catering, and Portering at Goodmayes Mental Health Hospital. A six ward hospital and the Barley Court Phlebotomy Centre in East London.
• Budgeting and financial management, cost control and maximising resource efficiency.
• Leading, training, and developing diverse teams, fostering a collaborative environment that enhances productivity and morale.
• Building and maintaining relationships with clients and Hospital Management to ensure high satisfaction.
• In-depth knowledge of industry standards and regulations, ensuring compliance with health and safety practices.
• Management of third-party service providers to ensure quality and cost-effective services.
• Implement and monitor quality control measures to meet or exceed service standards consistently.
• Planning, executing, and overseeing projects related to soft services, ensuring timely delivery and adherence to specifications.
• Strong analytical and critical thinking skills, proven ability to troubleshoot issues and promptly implement effective solutions.
• Excellent verbal and written communication abilities, facilitating precise interactions with clients, team members, and stakeholders.

• Responsible for ensuring the delivery and quality of the housekeeping operation for Goodenough College, Goodenough Hotel, and William Goodenough by the client service level agreement and company procedures, ensuring KPI targets were met.
• Full management of cleaning labour, equipment, and resources budget in line with company targets.
• Compiled weekly and monthly financial reports using SAP and Nexus.
• Created and delivered monthly and quarterly operational reports.
• Conducted weekly joint audits with the client.
• I promptly investigated and resolved client complaints and issues and reported them to the client.
• Evaluated weekly cleaning audits and provided solutions to close performance gaps and improve overall standards.
• Ensured Compass policies, procedures, and controlled documents were up to date and implemented correctly.
• Attended weekly and monthly client meetings.
• Recorded all HSE issues onto AIR3 and all HR issues on the HR Portal.
• Supported the Deputy Manager, supervisors, and contract coordinator with daily operations.
• Managed third-party suppliers or contractors as required to ensure they met or exceeded the agreed service level agreements.
• ESS Management with any new processes, policies, and procedures.

• Reporting Directly to the Contract Director
• Deputised for the Contract Director in their absence on site.
• Ensuring the building was cleaned to the highest standards.
• Managed a multicultural day team and night team.
• Engaged in daily interactions with the client, building strong relationships between the client and contractors.
• Attended weekly client joint audits with AMEY and MODAS.
• I consulted with the cleaning manager on rectifications stemming from the audits.
• Coordinated with the cleaning manager to schedule deep cleans.
• Closed the books using the Nexus system.
• Supported the General Manager at Goodenough College.

• Managed a contract valued at £5 million, encompassing cleaning, catering, and security services.
• Responsible for the successful cleaning management of all DLR stations.
• Ensured operations adhered to contractual guidelines and budgets.
• Oversaw day shifts with a total of 30 staff members.
• Management of site budgets for salaries, consumables, and materials within established parameters.
• Proposed and implemented changes and new ideas to enhance current operating procedures.
• Conducted quality checks to ensure productivity and standards were consistently met.
• Supported the Catering Manager with orders, payroll, HR, and equipment issues.
• Occasionally assisted the Security Manager.

• Reported directly to the Head of Facilities Management, responsible for delivering LBL Facilities Cleaning and Security Services across approximately 104 buildings.
• Managed third-party service providers, including: Feminine Hygiene – Initial Security – Smartsec Solutions Consumables/Materials – Bunzl Cleaning - Managed and reviewed budgetary costs for salaries, materials, and consumables.
• Researched and implemented cost-saving solutions.
• Oversaw in-house waste/recycling management.
• Created and evaluated weekly cleaning audits, proposing solutions/ideas to address performance gaps and improve overall standards.
• Engaged in daily interactions with the Building Manager to highlight and resolve any cleaning or security issues.
• Chaired weekly meetings with the Account Manager and Area Supervisor to discuss cleaning and staff issues on remote sites.
• Coordinated with the Account Manager and Area Supervisor on scheduling deep cleans, ensuring they were conducted safely and by council standards.
• Held weekly meetings with the Contract Manager to monitor and resolve outstanding invoices and payment queries.
• Security Created and implemented a new temporary pass process.
• Conducted weekly and daily meetings with third-party Security Directors, Managers, or Team Leaders to discuss security issues, ensuring timely resolution.
• Ensured all staff were on shift and immediately covered gaps to maintain building security.
• Liaised with the security company regarding incidents, ensuring that all paperwork was completed and submitted to relevant personnel promptly.
• Involved in recruiting new security personnel.
• Building Management (Multi-Tenanted Building) Oversaw the daily operations of a multi-tenanted commercial building.
• Acted as the point of contact for all tenants, consistently providing first-class service.
• Established and developed good relations and partnerships with council staff and tenants at all levels.
• Investigated and rectified tenant complaints/issues promptly and effectively, providing tenant updates.
• Coordinated and oversaw regular building maintenance and repairs.
• Managed and directed cleaning and security staff and activities.
• Maintained a safe environment for building tenants and visitors.
• Prepared and monitored maintenance budgets.
• Negotiated and liaised with third-party service providers and contractors.
• Conducted regular building inspections, recording and reporting issues on the helpdesk.
• Chaired weekly tenant meetings.
• Attended weekly project management and architect meetings regarding ongoing refurbishments, including a £340,000 reception refurbishment.
• Interacted regularly with contractors.

• Managed service delivery for three 24/7 Omnicom/JLL contracts in Paddington, Strand, Media Arts Lab, and Charing Cross while supporting a fourth contract at Bankside.
• Oversaw a team of 40 staff across day and evening shifts.
• Identified client issues and needs by building and maintaining excellent relationships with clients and representatives.
• Ensured services were delivered while meeting and exceeding client expectations.
• Created and evaluated weekly cleaning audits, proposing solutions and ideas to address performance gaps and improve overall standards.
• Investigated and resolved client complaints/issues in a timely and effective manner, providing feedback to clients.
• Proposed and implemented innovative ideas and changes to improve current operating procedures.
• Ensured productivity levels and service standards were rigorously quality-checked and maintained.
• Created and delivered monthly reports for clients to provide insights and updates.
• Built and maintained strong relationships with third-party suppliers to foster collaborative working environments.
• Demonstrated the ability to "lead" and "do," offering leadership, direction, and support to my team.
• Completed fortnightly payroll for all four sites.
• Conducted grievance and disciplinary meetings for contracts with Bidvest Noonan.

• Successfully managed 24/7 £4 million cleaning contract operations within the contractual guidelines and budget for Selfridges Flagship Store in Oxford Street, London.
• Oversaw approximately 130 staff members, including Night Shift Managers, Supervisors, and Cleaners.
• Evaluated Key Performance Indicators (KPIs) and provided solutions to address performance gaps.
• Conducted daily inspections on external parameters and car parks, ensuring cleanliness and maintenance and addressing security issues.
• Reported any remedial work to relevant departments to ensure minimal disruption to day-to-day operations.
• Collaborated with Selfridges Senior Management and Floor Management through daily and weekly walkarounds, advising on new ideas and changes to enhance overall store standards.
• Established and developed positive relationships and partnerships with Selfridges staff at all levels.
• Investigated and addressed client complaints and issues promptly and effectively, providing timely feedback to clients.
• Managed and continuously reviewed budgetary costs for salaries, materials, and consumables, ensuring the fulfilment of contractual requirements.
• Conducted Health & Safety (H&S) audits and escalated findings to the client H&S Manager.
• Ensured compliance with H&S and COSHH procedures, maintaining monthly performance indicators.
• Prepared and conducted weekly H&S toolbox talks training to minimise accidents and incidents, reducing the client's liability risks.
• I reviewed company MSRA and COSHH data files monthly, updating them as necessary.
• Ensured adherence to all on-site Health & Safety and COSHH policies and procedures.
• Prepared, completed, and filed documentation for incidents, accidents, and near misses, immediately rectifying issues and reporting to HSE when required.
• Provided coaching, training, and mentoring to all staff, identifying and implementing training solutions for those who needed assistance.
• Organised staff deployment and managed situations during significant incidents such as sewage leaks.
• Conducted grievance and disciplinary meetings.
• Performed routine checks on all machinery, ensuring maintenance was up to standard; reported all repair needs and replacements to the client.
• Ensured that Shift Managers and Supervisors followed correct procedures when testing and training potential machine operators.
• Drove business profit by generating new business opportunities and expanding existing contracts.
• Liaised with floor management on new brand introductions to ensure all cleaning areas were completed within established timelines.
• Worked closely with the GSA Nightshift Manager to schedule deep cleans, ensuring they were executed safely and met client standards.