Jessenia Hernandez

• Collected room deposits, fees, and payments.
• Welcomed each new arrival pleasantly and confirmed reservations and identification.
• Confirmed relevant guest information and payment methods to prevent fraud.
• Handled financial transactions accurately, ensuring proper billing and payment processing.
• Collaborated with housekeeping to maintain room readiness, enhancing guest comfort.
• Maintained a clean and organized front desk area, creating a welcoming environment for guests.
• Oversaw and organized calendar to schedule reservations and monitor cancellations.
• Enhanced guest satisfaction by efficiently managing check-ins and checkouts.
• Responded to guest inquiries and resolved complaints to establish trust and increase satisfaction.
• Assisted guests with inquiries and resolved issues promptly, ensuring positive feedback.
• Updated guest records with pertinent information to provide personalized service during their stay.
• Handled wake-up calls to determine guests receive prompt and reliable wake-up services.
• Monitored security cameras to maintain safety and security of guests and hotel.
• Provided exceptional customer service through active listening and empathetic communication, resulting in increased guest satisfaction ratings.
• Oversaw fast-paced front desk operations and guests' needs at busy facility.
• Facilitated smooth communication between various hotel departments by relaying relevant information in a timely manner.
• Trained new front desk staff in hotel policies and procedures, maintaining consistent service standards.
• Managed lost and found items to assist guests with retrieving belongings.
• Resolved service-related problems and documented actions in system.
• Developed strong working relationships with colleagues, fostering teamwork and seamless service delivery across all departments.
• Ensured accurate inventory management of hotel supplies, reducing waste and optimizing resource allocation.
• Continuously updated knowledge of local attractions and events, providing informed recommendations to guests seeking leisure activities.
• Trained staff to provide excellent customer service, apply best practices and comply with procedures.
• Coordinated with the sales team to promote special offers and upsell available amenities.
• Completed late check-ins and directed guests to rooms and facilities.
• Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
• Kept accounts in balance and ran daily reports to verify totals.
• Trained new staff members in customer service techniques and hotel operations.

• Quickly and accurately counted drawers at start and end of each shift.
• Built positive relationships with customers to increase repeat business.
• Maintained safe working environment, ensuring that all employees adhered to company policies and regulations at all times.
• Improved customer satisfaction by efficiently handling cash transactions and addressing customer concerns.

Maintained high level of professionalism in all interactions, setting positive example for cashier team and cultivating a environment of respect and trust.

• Resolved customer issues for front-line and departments throughout store by employing strong operations knowledge and problem-solving abilities.
• Maximized efficiency in checkout lines by effectively managing cashier schedules during peak hours.
• Reduced transaction errors with thorough daily audits of cash drawers and regular monitoring of cashier performance.
• Backed up cashiers and customer service employees on questions such as rules on refunds and defective items.
• Optimized store performance by coordinating with other department supervisors to ensure seamless communication and teamwork.
• Verified accuracy of daily cashier batches by checking receipts, checks, and cash.
• Trained and coached cashier team members on checkout procedures and strategies to maximize customer satisfaction.
• Observed associate flow and identified areas for mentoring and retraining, as well as highlighted associates exceeding expectations.
• Developed strong relationships with customers, leading to increased loyalty and repeat business through attentive service and prompt issue resolution.
• Replenished checkout lines with printer paper and change throughout shifts to prevent any customer service delays.
• Resolved customer complaints quickly to maintain customer satisfaction.
• Trained cashiers on organizational policies, cash handling and customer service to maintain highly skilled team.
• Monitored areas for security issues and safety hazards.
• Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
• Kept orderly and accurate accounting records by monitoring sales documentation.

• Took orders at drive-thru or front counter and accurately processed payments to provide guests with great service.
• Demonstrated outgoing and friendly behavior and positive attitude and interacted well with staff and customers.
• Maintained clean and organized workstations, adhering to strict health and safety guidelines.
• Maintained clean, tidy and orderly work station to uphold company standards.
• Followed food safety and sanitation guidelines at all times.
• Assisted customers with menu items and accurate order fulfillment.
• Managed cash transactions for a high-volume drive-thru, maintaining accuracy and efficiency.
• Demonstrated excellent customer service skills to increase customer satisfaction.
• Followed company policies and procedures regarding cash handling.
• Assisted in training new drive-thru staff members, ensuring proper procedures were followed consistently.
• Resolved problems with orders quickly and offered refund or replacement.
• Balanced cash drawer at beginning and close of shift.
• Conducted inventory counts by adding each item in stock and documenting in computer system.
• Set up new sales displays each week with fresh merchandise.