Summary
Overview
Work History
Education
Skills
Professionalexperience
Languages
Timeline
Generic

MATTHEW HERNANDEZ

Queens,NY

Summary

Proficient, detailed Assistant with proven experience in front office operations. Strongly knowledgeable of multi-line phone systems, guest receiving protocols and office software applications. Adept at ordering supplies, maintaining inventory, and presenting polished, friendly public atmosphere.

Overview

2
2
years of professional experience

Work History

Assistant Front Office Manager

COURTYARD MANHATTAN MIDTOWN EAST
07.2023 - Current
  • Responsible for managing, training, and coaching staff on daily policies and procedures
  • Overseeing multiple departments including housekeeping, engineering, front desk, and security teams
  • Proficient in hotel management software such as Opera, FOSSE, MARSHA
  • Competent in third-party reservations sites for booking management
  • Hotel Agenda Meetings: Organizing and coordinating hotel agenda meetings
  • Relocation Walk List: Creating and managing relocation walk list
  • Paperwork and Accounting Transactions: Handling and signing off on paperwork and accounting transactions
  • Receipts Management: Managing receipts and related documentation
  • Managed room inventory to optimize revenue opportunities during high-demand periods.
  • Organized weekly team meetings to address challenges, review progress, and set goals for continuous improvement.

VIP Lead Representative

BELLAGIO HOTEL AND CASINO
07.2022 - 06.2023
  • Lounge Operations: Manage the opening and closing procedures of the lounge
  • Daily Information Sheets: Create daily information sheets for staff and guests
  • Daily Schedule: Develop daily schedules for agents, outlining their responsibilities
  • VIP Guest Services: Perform hotel call-around and follow-ups for VIP guests
  • Concierge Services: Schedule transportation and coordinate show/event bookings
  • Guest Experience Coordination: Collaborate with villas and butler teams to ensure a seamless guest experience
  • Shift Management: Update status and brief the AM/PM MOD via phone on arrivals, departures, and shift expectations.
  • Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.

Education

Associate of Arts - VISUAL PERFORMANCE

Queensborough Community College of The City University of New York
Oakland Gardens, NY

Associate of Arts - Liberal Arts And General Studies

Borough of Manhattan Community College of The City University of New York
New York, NY

Skills

  • Customer Service
  • Front Desk Operations
  • Staff Training and Development
  • Employee Supervision
  • Operations Management
  • Scheduling
  • Staff Supervision
  • Inventory Oversight
  • Guest Relations Management
  • Decision-making capabilities
  • Hospitality services

Professionalexperience

Hospitality Lead and Front Office Manager with extensive responsibilities including training, managing, and coaching team members across all departments. Proficient in creating monthly agendas, ordering supplies, and managing inventory for day-to-day operations. Experienced in both union and non-union industries, ensuring adherence to brand standards, and proficient in budgeting and managing purchase orders.

Languages

English
Full Professional
Spanish
Professional Working

Timeline

Assistant Front Office Manager

COURTYARD MANHATTAN MIDTOWN EAST
07.2023 - Current

VIP Lead Representative

BELLAGIO HOTEL AND CASINO
07.2022 - 06.2023

Associate of Arts - VISUAL PERFORMANCE

Queensborough Community College of The City University of New York

Associate of Arts - Liberal Arts And General Studies

Borough of Manhattan Community College of The City University of New York

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MATTHEW HERNANDEZ