Silvia Henriquez

Professional Experience Director of Rooms Director of Housekeeping

• Managed daily operations of guest services and front desk teams.

Sonesta Atlanta Galleria – Atlanta, GA
2021 – Present

• Oversee daily operations of Front Desk and Housekeeping departments.
• Led initiatives enhancing guest satisfaction, operational efficiency, and service quality.
• Monitor labor costs, scheduling, and departmental productivity.
• Coordinate with all hotel departments to ensure smooth daily operations.
• Supervised team performance and facilitated training and employee development.
• Ensure compliance with Wyndham brand standards, safety policies, and operational procedures.
• Resolve guest concerns promptly and professionally.
• Participate in forecasting, budgeting, and operational planning meetings.

Wyndham Atlanta Galleria – Atlanta, GA
August 2013 – 2021

• Managed overall Housekeeping and Laundry Department operations following Wyndham standards and policies.
• Supervised multicultural staff members and contract service employees.
• Ordered supplies, processed invoices, monitored expenses, and participated in monthly forecasting and P&L meetings.
• Conducted inspections of guest rooms and public areas, ensuring cleanliness, safety, and comfort.
• Controlled labor expenses and productivity through weekly labor meetings.
• Developed department policies and procedures for housekeeping and laundry services.
• Coordinated with Front Office, Engineering, and Supervisors to address guest requests, VIP arrivals, and maintenance issues.
• Conducted linen inventories and monthly supply inventories.
• Maintained department readiness for inspections and brand compliance.
• Trained and developed Room Attendants into Inspectors and Supervisors.
• Ensured completion of special cleaning projects and high guest satisfaction scores.

• Led housekeeping staff to maintain high standards of cleanliness and organization throughout hotel.
• Inspected rooms and public spaces to maintain high cleanliness standards.
• Coordinated and optimized daily cleaning schedules for guest rooms and common areas, enhancing guest satisfaction.
• Trained new employees on housekeeping standards and safety protocols.
• Managed inventory of cleaning supplies and equipment to support smooth operational flow.
• Developed procedures for handling guest requests and special services.
• Communicated effectively with other departments in order to provide efficient service delivery.