Michelle Hernandez
Littleton,CO
Summary
Dynamic Assistant General Manager at Fairfield Inn & Suites by Marriott, skilled in operations management and staff development. Enhanced guest satisfaction through effective problem-solving and quality assurance processes. Proven track record in inventory control and team leadership, driving improvements that elevated service delivery and fostered a collaborative work environment.
Demonstrated expertise in staff training and conflict resolution.
Professional with solid background in management and operations, ready to excel in leadership. Known for strong team collaboration, adaptability, and achieving tangible results. Skilled in strategic planning, staff development, and operational efficiency. Trusted for reliability and effective problem-solving in dynamic environments.
Results-driven managerial professional with track record of optimizing operational efficiency and leading teams to success. Recognized for fostering collaborative environment and delivering consistent results. Adept at navigating dynamic business challenges through strong problem-solving and communication skills.
Experienced with operational management and team leadership. Utilizes strong organizational skills to enhance productivity and customer satisfaction. Track record of implementing effective strategies for staff development and operational improvement.
Overview
8
8
years of professional experience
Work History
Assistant General Manager
Fairfield Inn & Suites by Marriott
03.2025 - Current
- Assisted in daily operations, ensuring guest satisfaction and service excellence.
- Collaborated with team to implement quality assurance processes, enhancing service delivery.
- Supported training programs for new staff, fostering a collaborative work environment.
Front Desk Agent
Fairfield Inn & Suites by Marriott
10.2024 - 03.2025
- Managed front desk operations, ensuring smooth check-in and check-out processes.
- Provided exceptional customer service, addressing guest inquiries and resolving issues promptly.
- Answered multi-line phone system and enthusiastically greeted callers.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
Sales and Events Coordinator
Ameristar Casino Resort Spa
05.2022 - 10.2024
- Coordinated logistics and operations for events, ensuring seamless execution and guest satisfaction.
- Developed and maintained relationships with vendors to secure competitive pricing and services.
- Executed marketing strategies to promote events, enhancing visibility and attendance.
- Managed event budgets, tracking expenses to optimize financial efficiency and resource allocation.
- Collaborated with cross-functional teams to design event layouts and schedules that met client specifications.
- Analyzed post-event feedback to identify areas for enhancement in future planning processes.
- Exceeded sales targets by cultivating a strong network of potential clients and referrals.
- Prepared pricing agreements and contracts to close sales.
- Used consultative sales approach to understand and meet customer needs.
- Assisted clients throughout sales process and provided after-sales support to assess satisfaction and resolve problems.
Front Desk Agent
Ameristar Casino Resort Spa
01.2022 - 05.2022
- Implemented new booking system feature that reduced check-in time for guests.
- Kept accounts in balance and ran daily reports to verify totals.
- Prepared reports on guest satisfaction levels and other metrics.
- Coordinated with vendors for repair and maintenance of hotel.
Front Office Manager
Homewood Suites Hilton
06.2021 - 12.2021
- Implemented marketing and promotional initiatives to increase occupancy.
- Monitored staff performance and provided feedback and guidance.
- Monitored hotel's budget and financial records.
- Managed front desk operations, ensuring smooth check-in and check-out processes.
Front Desk Guest Service Agent
Homewood Suites Hilton
08.2019 - 06.2021
- Managed guest check-in and check-out processes ensuring seamless transactions.
- Resolved guest inquiries and concerns promptly to enhance satisfaction.
- Coordinated room assignments and maintained accurate reservation records.
- Trained new staff on front desk operations and customer service protocols.
Front Desk Guest Service Agent
Hilton Garden Inn Hotel
06.2017 - 08.2019
- Implemented process improvements resulting in reduced wait times for guests.
- Collaborated with housekeeping and maintenance teams to ensure room readiness.
- Monitored inventory of supplies, ordering as necessary to maintain operations.
- Assisted in developing training materials for ongoing staff development initiatives.
Skills
- Staff management
- Inventory control
- Operations management
- Staff development
- Payroll administration and timekeeping
- Food safety and sanitation
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 25 staff members.
Languages
Spanish
Native or Bilingual
Timeline
Assistant General Manager
Fairfield Inn & Suites by Marriott
03.2025 - Current
Front Desk Agent
Fairfield Inn & Suites by Marriott
10.2024 - 03.2025
Sales and Events Coordinator
Ameristar Casino Resort Spa
05.2022 - 10.2024
Front Desk Agent
Ameristar Casino Resort Spa
01.2022 - 05.2022
Front Office Manager
Homewood Suites Hilton
06.2021 - 12.2021
Front Desk Guest Service Agent
Homewood Suites Hilton
08.2019 - 06.2021
Front Desk Guest Service Agent
Hilton Garden Inn Hotel
06.2017 - 08.2019