MICHELLE ABRAHAMS
Operations Management/Customer Care
Cape Town
Summary
Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach. Able to think outside of the box and develop creative solutions. Always ready to hit the ground running. Seasoned hospitality Manager and talented leader with 15 + years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
19
19
years of professional experience
8
8
years of post-secondary education
2
2
Languages
Work History
Operations Manager
Blue Dolphin Laundry
12.2022 - Current
- Introduced new methods, practices, and systems to reduce turnaround time.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Devised processes to boost long-term business success and increase profit levels.
- Developed and implemented strategies to maximize customer satisfaction.
- Increased profit by streamlining operations. Revenue increased by 40% within 8 months
- Developed systems and procedures to improve operational quality and team efficiency.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Led hiring, onboarding and training of new hires to fulfil business requirements.
- Cross-trained existing employees to maximize team agility and performance.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Onboarded new employees with training and new hire documentation.
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies
- Maintained professional, organized, and safe environment for employees and patrons.
- Controlled costs to keep business operating within budget and increase profits.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills
- Planned scheduled maintenance outages as part of preventive maintenance program.
- Monitored priorities and liaised between maintenance team and management, delegating tasks to complete on time.
- Supervised employee performance, preventive maintenance, and safety.
- Kept detailed mileage and fuel reports to track overall fuel costs.
- Completed on-time deliveries by choosing best and most efficient routes.
Executive Housekeeper
Steenberg Hotel and Spa
08.2015 - 12.2022
- Maintained excellent relationship with cleaning staff while merging lines of communication with front desk employees to achieve timely execution of cleaning duties
- Participated in and organized regular safety training initiatives to maintain cleaning staff that was cautious around cleaning supplies and highly professional
- Streamlined weekly cleaning and maintenance schedules for 25 employees
- Participated in and organized regular safety training initiatives to maintain cleaning staff that was cautious around cleaning supplies and highly professional.
- Planned scheduled maintenance outages as part of preventive maintenance program.
- Delegated tasks to carefully selected employees in alignment with resource management goals.
- Procured pricing information from various vendors to support cost-effective purchasing.
- Monitored priorities and liaised between maintenance team and management, delegating tasks to complete on time.
- Supervised employee performance, preventive maintenance, and safety.
- Re-ticketed marked down items, maintained damaged item log and oversaw spot checks for quality consistency.
- Cross-trained existing employees to maximize team agility and performance.
- Maintained a guest satisfaction rating of greater than 90% since August 2015.
- Garnered 5 stars in customer satisfaction scores on trip advisor.
- Commended for having a perfect attendance record while working as an Executive Housekeeper.
- Successfully reduced staff turnover by 90% in 18 months, which led to more productive staff and higher client satisfaction.
- Contributed to company's 5 star customer satisfaction rating through exceptional guest service.
- Developed departmental handbooks that presented criteria on how to navigate various departments identifying the importance of consistency.
- Employment development which lead to: employee empowerment, more accountability, a more engaged employee who is happier with and more enhanced work life.
- Successful Inventory control and stock management: which boosted operating costs and maintained budgets, reducing stock damage and loss. This all achieved through streamlining the linen and consumable inventory systems which I rolled out, monitored and reviewed on a daily, weekly and monthly basis.
- Led successful property-wide effort to reduce energy and water consumption.
- Leadership - Served as key contributing member to Leadership team
PA
MBT CONSULTING
09.2013 - 08.2015
- Designed PowerPoint presentations, arranged travel and agendas, scheduled meetings, maintained and coordinated schedules, collaborated on special projects and events
Hospitality consulting
Self Employed
10.2007 - 09.2013
- Maintained knowledge of competition, oversaw budgeting process, taught and enforced safe work practices, determined training needs, conducted on-the-job training classes
- Planned, organized and managed events, following client specifications to enhance satisfaction
- Prepared and presented management with detailed reports on customer satisfaction and hospitality services to aid in decision making
- Collaborated with various team members to meet guests' requests
- Cross-trained and provided backup support for organizational leadership
- Trained staff on operating procedures and company services
Executive Housekeeping
Cellars Hohenort Hotel
12.2007 - 10.2008
- Maintained excellent relationship with cleaning staff while merging lines of communication with front desk employees to achieve timely execution of cleaning duties.
- Participated in and organized regular safety training initiatives to maintain cleaning staff that was cautious around cleaning supplies and highly professional.
- Consistently responded to cleaning emergencies on behalf of guests with speed, ease and confidentiality.
- Completed laundry services with special attention to care instructions for hand-washing and dry cleaning.
Housekeeping Consultant
Western Province Caterers
12.2006 - 08.2007
- Set up operational manuals, planned and implemented housekeeping operation manuals
Contracts Manager
Innstaff
06.2006 - 11.2006
- Managed contracts, ensured profit loss variances, handled administrative duties, set and maintained service standards, managed staff, dealt with temp staff problems, handled invoicing and payments
Executive Housekeeper
La Couronne Hotel
09.2004 - 09.2005
- Managed housekeeping department, maintained standards, managed staff, wrote reports, determined training needs, conducted on-the-job training classes
Education
High School Diploma -
01.1994 - 01.1998
End-user Computing -
Hotel School Certificate -
01.1994 - 01.1998
Some College (No Degree) -
01.2001 - 02.2001
NQF level 5 National Assessors Qualification -
01.2007 - 01.2007
Skills
Exceptional communicatorundefined
Accomplishments
- Successfully led and managed executive housekeeping operations for over 15 years in the dynamic and diverse hospitality landscape of South Africa.
- Spearheaded comprehensive training programs resulting in elevated staff performance, leading to consistent improvements in guest satisfaction scores.
- Implemented innovative and sustainable housekeeping practices, resulting in a notable reduction in operational costs while maintaining high service standards.
- Pioneered and executed strategic initiatives to enhance cleanliness protocols, ensuring compliance with industry standards and regulations.
- Proven track record of optimizing housekeeping workflows, resulting in increased efficiency and productivity across diverse hotel properties.
- Developed and maintained strong relationships with suppliers, negotiating favorable contracts that contributed to cost savings without compromising quality.
- Instrumental in the successful onboarding and integration of new technologies, streamlining housekeeping processes and enhancing overall operational effectiveness.
- Recognized for leadership excellence with consistent positive feedback from both guests and team members, reflecting a commitment to excellence in hospitality management.
Personal Information
- Number of Children: 2
- Date of Birth: 09/25/80
- Gender: Female
- Marital Status: Divorced
References
- Kirk Mackay , Hr Director Steenberg Hotel and Spa 021710 2222 / 082 295 5777
- Michelle Tryon, Owner, MBT Consulting, 079 513 3761
- Mandy - Dee Verwey, Operations Manager, Innstaff, 021 421 4233
- Kerrin Titmas, La Couronne Hotel, 083 601 7728, 021 876 2770
- Tom Mc Dermitt, College at sea Program QE 2, www.cunard.com
- Rene Venter, Managing Director, R & H caterers, 011 811 2819
- Darren Grabbinski, Executive Housekeeper, Beaver run resort, 09 1 970 453 6000
- Sheena Kew, Guest Relations Manager, Kopanong hotel, 011 963 1100
Timeline
Operations Manager - Blue Dolphin Laundry
12.2022 - Current
Executive Housekeeper - Steenberg Hotel and Spa
08.2015 - 12.2022
PA - MBT CONSULTING
09.2013 - 08.2015
Executive Housekeeping - Cellars Hohenort Hotel
12.2007 - 10.2008
Hospitality consulting - Self Employed
10.2007 - 09.2013
Theta (Southern Sun Hotels) - NQF level 5 National Assessors Qualification,
01.2007 - 01.2007
Housekeeping Consultant - Western Province Caterers
12.2006 - 08.2007
Contracts Manager - Innstaff
06.2006 - 11.2006
Executive Housekeeper - La Couronne Hotel
09.2004 - 09.2005
College At Sea - Some College (No Degree),
01.2001 - 02.2001
Johan Jurgens High School - High School Diploma,
01.1994 - 01.1998
Johan Jurgens High School - Hotel School Certificate,
01.1994 - 01.1998
Apex Group Training Centre - End-user Computing,
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