Herika Furtado
New York
Summary
Accomplished hospitality professional with over 20 years of experience managing high-end housekeeping operations.
Known for effective team collaboration, adaptability, and results-driven approach. Reliable and able to meet changing organizational needs with focus on efficiency and continuous improvement.
Overview
23
23
years of professional experience
Work History
Operations Support Manager
Soho House & Co
01.2018 - Current
- Housekeeping task force lead, responsible for setting up and optimizing housekeeping operations across guest rooms and public areas, for all new sites in the Americas ensuring efficient workflows and brand alignment
- Primary point of contact for Housekeeping managers and teams across the Americas, providing ongoing group communications, support, coaching, and feedback to enhance team performance and consistency
- Oversee front-of-house aesthetics and maintenance across all sites to preserve design elements, ensure functionality, and a welcoming atmosphere
- Direct and manage design and development capital projects across the business, including overseeing renovations, and site upgrades
- Coordinate procurement, logistics and installation of FF&E (Furniture, Fixtures, and Equipment) & OS&E (Operating Supplies and Equipment), managing turnover of spaces, and ensuring completion of punch lists
- Perform regular site inspections for all locations, including Soho Works and standalone restaurants, identifying design, maintenance, and safety concerns
- Develop action plans, ensure timely follow up and result driven solutions
- Negotiate proposals and submit budgets for FF&E capital improvement projects, collaborating with design & development teams, maintenance, and operations teams across the US
- Serve as a liaison between operations and design teams, advising on practical, operational, and financial considerations, and ensuring alignment with operational objectives and guest expectations
- Oversee subcontractor management, ensuring scope good vendor relations, compliance and quality of work
Executive Housekeeper
Hotel Gansevoort
07.2005 - 08.2009
- Managed the daily operation of the housekeeping department of the 187-room hotel
- Supervised the room turnover process to maximize guest room availability and efficiency
- Maintained exceptional service standards to drive guest satisfaction and repeat business
- Developed and controlled the department’s forecast, budget, ensuring cost-effective operations
- Recruited, trained, and managed housekeeping, minibar and maintenance staff
- Conducted regular inspections to ensure compliance with health, safety, and service standards
- Played a key role in task force team and contributed to the successful opening of The Gansevoort property in the Island of Turks and Caicos, establishing and implementing housekeeping protocols and service standards
Head of Housekeeping
Soho House New York
02.2010 - 01.2008
- Oversaw all aspects of operations of the housekeeping department, including but not limited to guest rooms and public area cleanliness, preventive maintenance, laundry and dry cleaning, minibar, forecast, budgeting, supply and wage control
- Maintained high levels of member and guest satisfaction by implementing and refining standardized procedures
- Sourced and managed vendor relationships, overseeing purchasing to maintain quality and budget alignment
- Trained, developed, and evaluated staff to produce high-performing teams and ensure adherence to policies and service standards
- Established a series of initiatives to foster team engagement, boost morale and high retention rates
Tower Manager
The New York Palace Hotel
06.2002 - 07.2005
- Managed daily operations for a 179-room luxury tower within a 4-Diamond- Union property
- Ensured high-level service for VIP guests, addressing special requests and maintaining discretion
- Developed and managed the tower’s operational budget, maintaining financial efficiency
- Oversaw inventory control for housekeeping supplies and guest amenities
- Conducted training and Development classes
- Ensured consistent implementation of cleaning and maintenance protocols
- Coordinated with engineering and maintenance teams to execute preventive maintenance programs
Education
Bachelor’s Degree - Tourism
Universidad Hispanoamericana
08.1993
Skills
- Operational efficiency
- Scheduling logistics coordination
- Performance improvements
- Compliance issues
- Problem-solving
Languages
Spanish
Timeline
Operations Support Manager
Soho House & Co
01.2018 - Current
Head of Housekeeping
Soho House New York
02.2010 - 01.2008
Executive Housekeeper
Hotel Gansevoort
07.2005 - 08.2009
Tower Manager
The New York Palace Hotel
06.2002 - 07.2005
Bachelor’s Degree - Tourism
Universidad Hispanoamericana
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