Summary
Overview
Work History
Skills
Accomplishments
Languages
Certification
References
Timeline
Generic

Fernando Hernandez

Manor,TX

Summary

Dedicated service specialist bringing resourcefulness and strong background combined with exceptional customer service and organizational skills. Approaches each service issue with analytical, level-headed approach to identify needs, resolve problems and maximize customer satisfaction.

Overview

1
1
Certification

Work History

Service Specialist (Hospitality)

The W Hotel
Austin, TX
07/26/24 - Current
  • Provided excellent customer service to guests and answered inquiries regarding services, products, and prices.
  • Assisted in resolving customer complaints by utilizing problem-solving skills.
  • Participated in team meetings regularly in order to share ideas or provide updates on progress towards goals.
  • Reviewed work orders prior to starting a job in order to assess necessary materials or resources needed for completion.
  • Demonstrated strong attention-to-detail when performing quality assurance tests after completing a job.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

Lead Banquet Server

The W Hotel
Austin, TX
11/15/12 - 07/26/24
  • Manage inventory of supplies used for banquets and replenish when necessary.
  • Monitor food safety and sanitation protocols for all banquet operations.
  • Oversee meal presentation and ensure adherence to client requests.
  • Develop creative ideas for special events and themed buffets.
  • Create detailed reports on the number of guests served, menu items consumed, expenses incurred.
  • Organize catering equipment before each event to ensure cleanliness and functionality.
  • Handle customer complaints or concerns in an effective manner.
  • Verified food tray contents and transported each from kitchen to banquet hall.
  • Addressed concerns quickly to improve customer experience and escalated issues to management for resolution when necessary.

Banquet Server

Four Seasons Hotel
Austin, TX
01/01/03 - 12/01/23
  • Served beverages and appetizers to guests in an efficient manner.
  • Transported dirty dishes from dining areas to kitchen for cleaning after each course was finished.
  • Demonstrated knowledge of menu items, ingredients, and preparation methods.
  • Assisted in the setup and breakdown of banquet tables, chairs, linens, and other equipment.
  • Maintained cleanliness of work area throughout shift including tables, chairs and floors.
  • Followed proper sanitation guidelines when handling food items.
  • Provided exceptional service to high volume of daily customers.
  • Prepared for busy periods by restocking stations and maintaining clean work areas.

Skills

  • Client Retention Strategies
  • Complaint resolution
  • Call Management
  • Data Entry
  • Inbound and Outbound Calling
  • Problem-solving abilities
  • Customer Service
  • Customer Relations
  • Customer consulting
  • High-energy attitude
  • Credit card payment processing
  • Positive and professional
  • Adaptive team player

Accomplishments

  • Texas Hotel & lodging Association 74th Annual Short Course- Nominated for all of Texas-
  • Austin Hotel & lodging Association- 13th place Carl E McKee Awards- 3rd place.
  • Employee of the Month/ Talent of the month/ Employee of the year.

Languages

English
Full Professional
Spanish
Full Professional

Certification

  • Food Handlers
  • Tabc

References

References available upon request.

Timeline

Service Specialist (Hospitality)

The W Hotel
07/26/24 - Current

Lead Banquet Server

The W Hotel
11/15/12 - 07/26/24

Banquet Server

Four Seasons Hotel
01/01/03 - 12/01/23
  • Food Handlers
  • Tabc

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Fernando Hernandez