Monica Hernandez
Ontario,CA
Summary
Self-starting Manager offering high-level experience in supervision of workover and completion operations. Adept at directing work of completion consultants and completion supervisors. Successful introducing lean manufacturing to increase productivity and cut costs of completion. Well organized, attentive to detail and vigilant in achieving safety and environmental impact reduction objectives.
Overview
9
9
years of professional experience
Work History
Operations Manager
Hilton Garden Inn
03.2022 - Current
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Reported issues to higher management with great detail.
Front Desk Supervisor
Doubletree Hotel By Hilton
03.2021 - 03.2022
- Scheduled and assigned daily work and activities for team members.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Collected room deposits, fees, and payments.
- Entered and updated sensitive customer information during check-ins and room changes.
Front Desk Supervisor
Doubletree By Hilton
04.2019 - 03.2021
- Acts as Manager on Duty in absence of General Manager/Assistant General Manager
- Resolved issues in timely and professional manner with knowledgeable and friendly service
- Answer and responds to SALT surveys in timely manner
- Kept accounts in balance and ran daily reports to verify totals
- Conducted financial audits on scheduled basis
- Ran reports detailing daily actions, including guest numbers, accounting expenses and income and room service usage
- Oversaw all front desk operations with eye for hotel reputation, staff productivity and operational efficiency
- Balanced hotel accounts at end of day
- Worked closely with DOS and sales department making sure groups, teams and room blocks were properly entered and maintained
- Trained new staff on correct procedures, compliance requirements and performance strategies
- Maintained inventory and orders of MADE Market
- Night Audit
- Bank Audits
Front Desk Agent/Sales Coordinator
Hampton Inn & Suites
01.2016 - 02.2019
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel
- Made accommodations and travel arrangements for visitors
- Manage Suite Shop (stocking and storing)
- Handled multi-line telephone inquiries
- Provided elevated guest experience to generate loyal clientele through HHonors program
- Investigated and resolved guest inquiries and complaints in timely and empathetic manner
- Effectively communicated with and supported sales and administrative teams on daily basis
- Served as main liaison between guests, management and sales manager
- Created and customized Banquet Event Orders (BEO) based on clients needs and specifications
- Delivered high level of service to clients to both maintain and extend relationships for future business opportunities
- Ensured meetings and all related functions exceeded clients' expectations
Front Desk Agent
Hilton Garden Inn
10.2014 - 10.2015
- Managed day-to-day operations of front desk
- Reported maintenance problems to appropriate personnel
- Collected deposits, fees and payments
- Executed positive demeanor to each and every visitor who approached front desk
- Acquired vast knowledge of local area to provide guests with information about dining options, sporting events, concerts and shows
- Assist Housekeeping management with room inspections
Skills
- Self-motivated
- Customer Relations Specialist
- Flexibility
- Quality Assurance Controls
- Onboarding and Orientation
- Employee Motivation
- Operations Management
- Staff Training
Timeline
Operations Manager
Hilton Garden Inn
03.2022 - Current
Front Desk Supervisor
Doubletree Hotel By Hilton
03.2021 - 03.2022
Front Desk Supervisor
Doubletree By Hilton
04.2019 - 03.2021
Front Desk Agent/Sales Coordinator
Hampton Inn & Suites
01.2016 - 02.2019
Front Desk Agent
Hilton Garden Inn
10.2014 - 10.2015
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