Michaela Hernandez

• Manage groups reservations and resort inventory through effective administration and attention to detail to maximize revenue
• Effectively works with planners to ensure customer satisfaction
• Produced and shared customer service reports to support management decision-making.
• Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
• Reviews and turns all contracts definite, ensures accuracy of rates, dates, inventory, and all information is accurate and concise
• Inputs rooming list and builds web links for large groups to book and adhere to contract stipulations of reservation due dates
• Handles special details for groups, such as rates, billing and VIP guests
• Participates in weekly meetings with Sales Managers, Catering Managers, and Revenue Managers to ensure contract accuracy and group inflow
• Provided customers with information about availability and pricing.

• Provides leadership and guidance to front desk and bell staff
• Managed front desk maintenance of client records and lab data.
• Attended staff meetings and brought issues to attention of upper management.
• Manages day to day workload by delegating assignments to front desk employees
• Resolves guest complaints with patience and diplomacy
• Notifies security and managers of unusual behaviors, circumstances and missing items
• Follows safety protocol at all times to ensure guest safety and employee safety
• Maintains room inventory and optimizes room revenue with upselling
• Trains new hires in opera system and guest services
• Assists in group reservations and adjusting rates and rate codes
• Keeps guest satisfaction high and creates memorable stays

• Inventoried food, ingredient, and supply stock to prepare and plan vendor orders.
• Interacted with guests to obtain feedback on product quality and service levels.
• Utilized culinary techniques to create visually appealing dishes.
• Delivered excellent food quality and maximized customer satisfaction by preparing meals according to customer requests.
• Implemented successful cross-marketing strategies such as food and wine pairings.
• Scheduled and received food and beverage deliveries, adhering to food cost and budget.

GPA: 3.75

• Honoree of Phi Theta Kappa
• Honoree of Eta Sigma Delta
• AHLA Scholarship Recipient
• Dean's List 2021

• Honoree of Phi Theta Kappa
• 3.67 GPA