Jorge E Hernandez
Washington,District of Columbia
Summary
Professional with experience in hospitality management and guest services. Focused on team collaboration and achieving results, adapting seamlessly to changing needs. Skilled in customer service, scheduling, and conflict resolution. Known for reliability, strong communication skills, and leadership abilities.
Overview
25
25
years of professional experience
Work History
Front Desk Supervisor
The Beacon Hotel & Corporate Quarters
04.2024 - Current
- Review arrivals and special requests and block rooms as needed
- Check-in and out hotel guests in a confident, professional, and friendly manner
- Familiarize with events/groups for the day
- Complete all items on the appropriate (AM, PM, Overnight) checklist by the end of the shift.
- Conducted pre-assignment of 240 hotel rooms, which included VIPS, repeat guests, and any special requests.
- Follow the established key control policy
- Check to be sure the building's exterior, lobby, and front desk are clean
- Handle guest issues/complaints as needed
- Charge advance purchase bookings and review active accounts with a balance due.
- Perform other reasonable job duties as Managers request
- Email managers and employees end-of-shift recap
Front Desk Manager
Hotel Harrington
04.2000 - 12.2023
- Manage daily front desk operations for a 250-room hotel, ensuring seamless check-in/check-out processes and high levels of guest satisfaction.
- Supervise a team of 5 front desk agents, providing ongoing training, support, and performance evaluations to maintain service excellence.
- Implemented a new customer feedback system, resulting in an 80 % increase in positive guest reviews and a 20 % reduction in complaints
- Developed and maintained front desk policies and procedures, streamlining operations and improving efficiency
- Collaborated with housekeeping and maintenance teams to address guest issues promptly, achieving an 87% improvement in response times
- Monitored occupancy rates and coordinated with the reservations department to optimize room allocation and pricing strategies.
- Mentored and trained new hires, fostering a supportive work environment and facilitating professional growth.
- Greeted guests at the front desk and engaged in pleasant conversations while managing the check-in process.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Controlled cash and credit card payment transactions at the front desk to successfully reduce errors.
- Established strong rapport with returning guests while building new connections with first-time visitors.
Front Desk Manager-Night Audit
Hotel Harrington
03.2009 - 12.2023
- Performed nightly reconciliation of three front desk cash drawers twice a week and prepared deposits for the hotel’s accounting department.
- Ensure the accounting system reflects the correct transactions.
- Assisted the Night Auditor with balancing daily financial records and preparing reports for management
- Coordinated with housekeeping and maintenance to resolve issues.
- Ensured the lobby and front desk areas were clean and welcoming for guests arriving late at night
- Conducted security checks and monitored hotel surveillance systems to maintain a safe environment for guests and staff.
Education
GED -
Booker T Washington Public School
Washington, DC09.2013
High School Diploma -
Colegio De Bachilleres
Mexico City, Mexico06.1985
Skills
- Guest service oriented
- Interpersonal skills
- Teamwork
- Time Management
- Problem-solving skills
- Guest Relations
- Training and mentoring
- Staff Supervision
- Cash Handling
- Room assignments
- Problem-solving skills
Languages
Spanish
Native or Bilingual
Timeline
Front Desk Supervisor
The Beacon Hotel & Corporate Quarters
04.2024 - Current
Front Desk Manager-Night Audit
Hotel Harrington
03.2009 - 12.2023
Front Desk Manager
Hotel Harrington
04.2000 - 12.2023
GED -
Booker T Washington Public School
High School Diploma -
Colegio De Bachilleres
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