Melissa Hernandez
Los Angeles
Summary
Guest Relations Manager with years in hospitality industry and unwavering passion for delivering excellence in customer experience. Superior skills in front desk management, overseeing all-staff efficiency and acquiring professional customer feedback.
Overview
8
8
years of professional experience
Work History
Creative Planning Manager
The Beverly Hills Hotel
2023.04 - Current
- Serve as a local DC Brand Ambassador to enhance the guest experience.
- Managing and Overseeing the Guest Experience Team, Researching Team and Concierge processes.
- Responsible for taking initiative in creating on-brand experiences, entertainment, recognition or problem-solving strategies throughout the hotel including within the Guest Relations department, Spa, and F&B divisions.
- Own brand and critical touchpoint initiatives and ensures proper execution throughout hotel including Operational departments.
Guest Relations Manager
Hotel Bel-Air
2021.10 - 2023.04
- Overseeing the Front Office team including the Front Desk, Guest Relations team, Concierge and Bell team.
- Own and handle seamless delivery of guest requests, problems and complaints.
- Emphasize guest satisfaction during all departmental meetings and focuses on continuous improvement.
- Support Guest Experience Director to ensure high profile guests are looked after.
- Assisting in employee coaching and training.
Ultimate Leader's Program
Hotel Bel-Air
2021.06 - 2021.10
- Deliver exceptional guest service and work independently.
- Communicate with other departments and extended hotel team in order to ensure the alignment remains.
- Train and work alongside upper management daily to prepare for managerial role.
Contact Center Specialist
The Beverly Hills Hotel
2018.12 - 2021.06
- Provide high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Manage and close reservation calls to increase bookings by maintaining strong knowledge of all nine properties products, services and facilities.
- Manage online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
Hotel Reservations Agent
Montage Beverly Hills
2015.11 - 2018.12
- Provide excellent customer service to all guests and taking reservations using proper hotel verbiage, ensuring to adhere to hotel standards.
- Selling hotel rooms to maximize transient room revenue using up-selling and yield management techniques per company policy.
- Be the primary liaison for internal reservation communications from Sales, Executive Office, Group and Revenue Management Team.
Education
Associate of Science - Chemistry
Santa Monica College
Santa Monica, CASkills
- Operations Management
- Team Leadership
- Time Management
- Problem Resolution
- Hiring and Training
- Employee Coaching and Mentoring
- Scheduling and Coordinating
- Brand Loyalty
- Service Quality
Languages
Spanish
Native or Bilingual
Timeline
Creative Planning Manager
The Beverly Hills Hotel
2023.04 - Current
Guest Relations Manager
Hotel Bel-Air
2021.10 - 2023.04
Ultimate Leader's Program
Hotel Bel-Air
2021.06 - 2021.10
Contact Center Specialist
The Beverly Hills Hotel
2018.12 - 2021.06
Hotel Reservations Agent
Montage Beverly Hills
2015.11 - 2018.12
Associate of Science - Chemistry
Santa Monica College
Similar Profiles
Rohil PathakRohil Pathak
Line Cook at Beverly Hills HotelLine Cook at Beverly Hills Hotel
LUCIA MUZONGONDILUCIA MUZONGONDI
Room Attendant at Beverly Hills HotelRoom Attendant at Beverly Hills Hotel
Paulina ButpetPaulina Butpet
Conference Services Manager at The Beverly Hills HotelConference Services Manager at The Beverly Hills Hotel