Julianna Hernandez
Placentia,CA
Summary
Proactive and highly organized professional with comprehensive experience improving operational efficiency by providing top-notch administrative support in day-to-day activities. Customer-centric individual with solid history of maximizing guest satisfaction and retention by providing best-in-class services. Multitasking individual with remarkable expertise in steering complex workloads, prioritizing tasks, resolving problems, and meeting tight deadlines. Coherent communicator, adept at liaising across all corporate levels and fostering strong relationships with internal teams and customers by employing extraordinary interpersonal communication skills.
Overview
6
6
years of professional experience
Work History
Team Member
Dot & Dough
Front Desk Agent
Chase Suites Hotel
01.2022 - Current
- Create positive first impressions by delivering warm and professional greetings to guests and customers upon arrival, offering assistance, and answering questions to build rapport and retention.
- Ensure smooth transitions and enhance guest satisfaction by streamlining check-in and check-out procedures.
- Confirming important payment and personal information for compliance with security and payment card industry standards.
- Use internal software to process reservations, check-ins and check-outs.
- Collect room deposits, fees, and payments while enabling seamless transactions by accurately charging and applying the payments.
- Maintain high rate of successful reservations by providing exceptional service, while answering phone calls, creating them in-person, and via computer while providing confirmation information.
- Reduce wait times by proactively pre-blocking rooms and efficiently generating key cards.
- Maximize guest satisfaction by addressing inquiries promptly and resolving issues effectively.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
- Answer questions and address, resolve, or escalate issues to management personnel to satisfy customers.
- Respond swiftly to room requests and other inquiries made via establishment website, email, or phone.
- Promote accuracy in various administrative tasks by maintaining meticulous attention to detail, while completing paperwork, documentation, and transaction information.
- Calculate billings and post charges to room accounts, reviewing charges with guests at checkout.
- Oversee fast-paced front desk operations and guests' needs when it is busy.
- Answer multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Develop and maintain positive relationships with guests for satisfaction and rapport.
- Trained new staff members in customer service techniques and hotel operations.
- Report facility and room maintenance problems to appropriate personnel for immediate remediation.
- Keep accounts in balance and run daily reports to verify totals.
Barback/Busser/Food Runner
The Blind Pig
01.2021 - 01.2022
- Supported continuous supply of ingredients for uninterrupted service by assisting bartenders in restocking needed items, juices, and liquors.
- Enhanced visual appeal of cocktails and prepared batch-outs of liquor bases by creating garnishes with impeccable attention to detail.
- Delivered seamless dining experience by taking orders swiftly/accurately and efficiently closing out customer checks.
- Maintained clean and tidy environment for guests by transporting dish cart to dishwashers efficiently, sweeping the floor diligently, and refilling waters/drinks promptly.
- Expedited food and drinks to customers with speed/efficiency, while conducting regular check-ins to anticipate and fulfill any additional needs.
- Minimized downtime by operating fobbing, pin-balling, and charging kegs with utmost precision.
- Met customer demands with accuracy by supporting bartenders in serving wines, beers, and other drinks/alcoholic beverages in a professional manner.
- Created an inviting atmosphere for customers and facilitated smooth workflow for the staff by maintaining cleanliness and organization throughout the bar area.
- Worked quickly, communicated with other staff and always looked for better ways of completing tasks to improve productivity and keep tables ready for incoming guests.
Juicer/Cashier
Mother's Market & Kitchen, Inc
01.2020 - 01.2021
- Provided positive dining experience by serving customers promptly.
- Supported customers in identifying desired choices by labeling pre-made juices and deli items accurately and visibly.
- Delivered flavorful and satisfying beverages by creating customized juices, smoothies, and shakes precisely tailored to customer preferences.
- Drove smooth operations and timely delivery of service by serving proactively across fast-paced working environment.
- Enhanced financial integrity by accurately counting cash drawer at beginning and end of every shift.
- Improved product quality by guaranteeing fresh and high-quality ingredients for use in food and beverages.
- Promoted hygienic and organized environment for efficient workflow and quick access to ingredients by maintaining a clean and clear workstation throughout the shift.
Education
Associate of Science - Criminal Justice
Cypress College
Cypress, CAHigh School Diploma -
El Dorado High School
Placentia, CA06.2017
Skills
- Operations Administration
- Documentation & Reporting
- Team Leadership & Collaboration
- Budgeting & Scheduling
- Quality Assurance & Control
- Written & Verbal Communication
- Database Management
- Customer Service & Support
- Time Management & Multitasking
- Attention to Detail
- Social Perceptiveness
- Hospitality Service
Timeline
Front Desk Agent
Chase Suites Hotel
01.2022 - Current
Barback/Busser/Food Runner
The Blind Pig
01.2021 - 01.2022
Juicer/Cashier
Mother's Market & Kitchen, Inc
01.2020 - 01.2021
Team Member
Dot & Dough
Associate of Science - Criminal Justice
Cypress College
High School Diploma -
El Dorado High School
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