FRANCISCO HERNANDEZ
Staten Island,USA
Summary
Experienced professional with a strong background in customer service and a proven track record in the hotel and retail industry. Skilled in interacting with diverse cultures and backgrounds. Resourceful problem solver with a talent for anticipating outcomes based on given scenarios. Committed to fostering collaboration and effective working partnerships. Passionate about customer service and ready to excel in a hospitality management role. Quick learner with the ability to implement efficient room management practices. Eager to utilize and develop organizational and leadership skills in a hotel management role.
Overview
8
8
years of professional experience
Work History
Rooms Manager
M Social Hotel New York
07.2023 - Current
- Managed room inventory effectively, reducing overbooking situations and ensuring optimal availability.
- Managed relationships with VIP clientele effectively, ensuring personalized attention that resulted in repeat business.
- Enhanced guest satisfaction by implementing efficient room management strategies.
- Coordinated with other hotel departments to ensure seamless guest experiences during their stay.
- Managed inventory levels effectively, ensuring adequate supplies for daily operations while minimizing waste and costs.
- Conducted regular performance evaluations for housekeeping staff, identifying areas for improvement and providing constructive feedback for professional development.
- Communicated repair needs to maintenance staff.
- Managed staff of 80 housekeepers.
- Investigated customer complaints promptly, seeking timely resolutions to maintain positive guest experiences throughout their stay at the hotel.
- Managed team productivity and workflow to exceed quality standards.
- Completed schedules, shift reports, and other business documentation.
- Improved overall cleanliness scores with thorough inspections and prompt corrective actions as needed.
- Promoted safety by demonstrating proper operation and training staff on power equipment tools.
- Trained and mentored all new personnel to maximize quality of service and performance.
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Maintained required records of work hours, budgets and payrolls.
Guest Service Supervisor
The Bowery Hotel
01.2021 - 07.2023
- Set and managed policies for concierge services and guest relations
- Trained junior team members in customer service strategies and property policies
- Kept up to date on hotel and local events, restaurant menu, occupancies, staff updates and VIP guests
- Applied sales skills to maintain full hotel occupancy
- Coordinated arrivals and departures of VIPs
- Coordinated with room service, housekeeping, maintenance and security to meet all guest needs
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates
- Enhanced guest satisfaction by promptly addressing concerns and providing effective solutions.
- Created memorable experiences for guests by anticipating their needs and going above expectations.
- Supported sales efforts by offering upgrades, upsells, and additional services tailored to individual guest preferences.
- Oversaw front desk operations, ensuring accuracy in reservations, billing procedures, and information updates.
Assistant Front Office Manager
MADE Hotels
01.2020 - 01.2021
- Controlled credit card payments transactions at front desk using and Opera, reducing errors using Canary
- Updated customer accounts with add-on room charges, minibar use and room service bills
- Handled tasks and responsibilities for front office employees during periods of understaffing
- Entered customer data into room system and updated information whenever patrons changed rooms
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions
- Assisted in the recruitment process for front office staff, ensuring a strong team of well-trained employees.
- Balanced daily cash transactions, accurately maintaining financial records for the front office department.
- Implemented new procedures for handling guest complaints, resulting in increased customer satisfaction ratings.
- Increased repeat business through personalized guest interactions and exceptional service delivery.
- Coordinated with sales and marketing teams to promote hotel services, special offers, and events to potential customers.
- Served as floating manager-on-duty, MOD, to cover shift shortage.
Front Desk Agent/Hotel Night Auditor
Room Mate Hotels
01.2017 - 03.2020
- Prepared, organized, secured and maintained all confidential file/audit records through the opera system
- Used strong communication skills to collaborate with other departments to ensure all guest needs were met
- Responded and resolved to all guests concerns in a timely manner
- Checked in and billed guests accordingly
- Completed training in the reservations department
- Provided professional and courteous guest service at all times
- Handled baggage for travelers/guests and escorted incoming guests
- Assisted in answering guest questions and responded to guest requests on a regular basis
- Maintained a safe environment for all guests and hotel employees at the main entrance
Education
High School Diploma -
Susan E Wagner High School
Staten Island, NYAssociate of Arts - Hospitality Administration And Management
Borough of Manhattan Community College of The City University of New York
New York, NYSkills
- Staff Management
- VIP Guest Relations
- Team Leadership
- Conflict Resolution
- Problem-solving skills
- Sales expertise
- Housekeeping
- Opera
- Oral and written communications
- Operations management
- Front office operations
- Staff training and development
Languages
English
Native or Bilingual
Timeline
Rooms Manager
M Social Hotel New York
07.2023 - Current
Guest Service Supervisor
The Bowery Hotel
01.2021 - 07.2023
Assistant Front Office Manager
MADE Hotels
01.2020 - 01.2021
Front Desk Agent/Hotel Night Auditor
Room Mate Hotels
01.2017 - 03.2020
Associate of Arts - Hospitality Administration And Management
Borough of Manhattan Community College of The City University of New York
High School Diploma -
Susan E Wagner High School
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