YESENIA SANCHEZ
Salt Lake City
Summary
Bilingual Detail-oriented Housekeeping Manager skilled in managing housekeeping operations and enhancing customer experiences in hospitality. Expertise in staff training, performance evaluation, and effective communication, combined with a strong background in conflict resolution from customer service roles, ensures high standards of cleanliness and guest satisfaction.
Overview
9
9
years of professional experience
Work History
Housekeeping Manager
Holiday Inn Express Hotel
Murray
09.2024 - 03.2026
- Managed daily housekeeping operations for a busy hotel environment.
- Trained and supervised housekeeping staff on cleaning procedures and safety protocols.
- Inspected guest rooms and common areas for cleanliness and maintenance issues.
- Developed and implemented efficient housekeeping schedules for optimal staffing coverage.
- Coordinated with front desk to address guest requests and special accommodations.
- Ensured proper inventory management of cleaning supplies and linens.
- Maintained compliance with hotel brand standards for cleanliness and presentation.
- Conducted performance evaluations and provided constructive feedback to team members.
- Ordered cleaning supplies, linens, chemicals, and amenities.
- Created schedules, shift reports and other business documentation to coordinate housekeeping needs.
- Conducted regular meetings with housekeeping staff to discuss performance issues.
- Assisted in budget preparation related to labor costs, materials and supplies expenses.
- Resolved customer complaints in a timely manner.
- Delegated tasks for completion, performed inspections and resolved housekeeping complaints promptly.
- Monitored employees' work hours to ensure proper staffing levels were maintained at all times.
- Supervised, trained, evaluated and scheduled staff of 20 housekeepers daily.
- Coordinated scheduling for multiple departments to ensure operational efficiency.
- Assisted in training new employees on scheduling procedures and tools.
- Created, updated, and tracked project plans to ensure all tasks were completed on time.
Customer Service Agent
Young Living Essential Oils
American Fork
08.2017 - 11.2023
- I helped members with accounts, taking payments, technical support.
- I took then 70 calls a day and data entry multi-tasking as I spoke with members.
- Attended meetings and went over calls and showed me what I could improve on.
- We would also do projects like write essays and do presentations on what we worked on.
- Followed up on unresolved cases to keep customers informed of progress towards solution.
- Assisted customers in navigating company website or application during support interactions.
- Answered customer inquiries via phone, email, and chat.
- I also helped with Spanish calls and the English lines.
Housekeeping Manager
Embassy Suites
West Valley City
05.2020 - 01.2022
- Managed daily housekeeping operations for a busy hotel environment.
- Trained and supervised housekeeping staff on cleaning procedures and safety protocols.
- Inspected guest rooms and common areas for cleanliness and maintenance issues.
- Developed and implemented efficient housekeeping schedules for optimal staffing coverage.
- Coordinated with front desk to address guest requests and special accommodations.
- Ensured proper inventory management of cleaning supplies and linens.
- Maintained compliance with hotel brand standards for cleanliness and presentation.
- Resolved customer complaints in a timely manner.
- Ordered cleaning supplies, linens, chemicals, amenities. as needed.
- Created schedules, shift reports and other business documentation to coordinate housekeeping needs.
- Conducted regular meetings with housekeeping staff to discuss performance issues.
- Delegated tasks for completion, performed inspections and resolved housekeeping complaints promptly.
Education
High school deploma -
East high school
Skills
- Issue documentation
- Information updates
- Payment processing
- Customer focus
- Issue follow up
- Outstanding communication skills
- Decision-making
- Issue escalation
- Verbal and written communication
- Customer complaint resolution
- Call center experience
- Multitasking and organization
- Time management
- Conflict resolution
- Attention to detail
- Department coordination
Languages
- Spanish
- English, Fluent
- Spanish, Fluent
Timeline
Housekeeping Manager
Holiday Inn Express Hotel
09.2024 - 03.2026
Housekeeping Manager
Embassy Suites
05.2020 - 01.2022
Customer Service Agent
Young Living Essential Oils
08.2017 - 11.2023
High school deploma -
East high school