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
04.2023 - 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
10.2021 - 04.2023
- 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
06.2021 - 10.2021
- 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
12.2018 - 06.2021
- 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
11.2015 - 12.2018
- 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
04.2023 - Current
Guest Relations Manager
Hotel Bel-Air
10.2021 - 04.2023
Ultimate Leader's Program
Hotel Bel-Air
06.2021 - 10.2021
Contact Center Specialist
The Beverly Hills Hotel
12.2018 - 06.2021
Hotel Reservations Agent
Montage Beverly Hills
11.2015 - 12.2018
Associate of Science - Chemistry
Santa Monica College
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