ORLANDO J. HERNANDEZ
Saint Paul,MN
Summary
Versatile Executive Operations Leader with deep expertise in managing complex, 24/7 environments. Proven ability to optimize performance metrics and enhance guest satisfaction through strategic workforce leadership, financial accountability, and data-driven process improvements leading to consistent operational success.
Overview
1
1
Certification
19
19
years of professional experience
Work History
Assistant General Manager
Drury Hotels
Saint Paul / Minneapolis, MN
08.2026 - Current
- Supported a 53% increase in net sales during Q2 through disciplined operating execution, service performance, revenue awareness, team alignment, and cross-functional leadership.
- Lead day-to-day hotel and restaurant operations with broad administrative responsibility for financial performance, P&L oversight, payroll, accounting-cycle controls, operational reporting, service performance, workforce leadership, team culture, training, facilities coordination, and consistent execution across a high-volume 24/7 operation.
- Directed daily operations across hotel and restaurant functions, coordinating front office, housekeeping, food & beverage, facilities, staffing, service recovery, property readiness, and cross-functional priorities to enhance operational efficiency.
- Oversee P&L performance and financial controls, including payroll, labor management, accounting-cycle activities, cash controls, expense awareness, operating reports, and performance follow-up to support financial accountability.
- Strengthened guest satisfaction from 8.6 to 9.7 out of 10 through visible leadership, service coaching, accountability, operational consistency, and focused follow-up on guest feedback.
- Improved team culture and engagement scores from 4.2 to 4.8 out of 5.0 by emphasizing trust, recognition, coaching, communication, leadership presence, and employee development.
- Increased perfect-sell performance to 8 nights per month by strengthening operational readiness, team coordination, service execution, and leadership follow-through during high-demand periods.
Director of Guest Services
Sheraton Minneapolis Downtown Convention Center | Aimbridge Hospitality / Marriott International
Minneapolis, MN
02.2025 - 08.2026
- Led front office and Manager-on-Duty operations within a 321-room convention hotel undergoing a $40M transformation, supporting workforce alignment, financial performance, quality execution, customer experience, risk response, and cross-functional facility operations.
- Increased guest satisfaction metrics by 27% through operational standardization, service recovery, leadership coaching, and experience improvement.
- Contributed to an 18% improvement in operational financial performance through disciplined execution, process consistency, escalation management, and performance-focused leadership.
- Improved operational forecasting accuracy by 32% while reducing labor costs by 11% through workforce optimization, process redesign, and KPI-driven accountability.
- Generated $5K-$8K additional monthly revenue through upselling initiatives, loyalty engagement, and enhanced service execution.
- Coordinated Front Office, Housekeeping, Engineering, Security, and Food & Beverage operations as Manager on Duty, managing operational risk and service recovery.
- Standardized workflows through developing SOPs, conducting operational audits, implementing accountability structures, and leading continuous-improvement initiatives.
Senior Business Consultant - Administrative & Operations Advisory
Evolve Synergy Solutions
Covington, GA
01.2024 - 02.2025
- Provided administrative and operational consulting supporting organizational performance, financial accountability, process improvement, workforce effectiveness, scalable business operations, and management decision-making.
- Advised leadership teams managing budgets exceeding $107M on financial accountability, operational efficiency, organizational performance, and scalable execution.
- Performed administrative and operational analysis to identify workflow inefficiencies and performance gaps, translating findings into structured improvement plans that addressed organizational risks and financial opportunities.
- Delivered operational improvement initiatives generating 13%-19% performance gains through process redesign, data-informed decision-making, and execution discipline.
- Developed administrative systems, SOPs, reporting structures, and performance measures to enhance consistency and management visibility, facilitating informed decision-making.
- Partnered with leadership to evaluate workforce and financial performance opportunities, crafting sustainable solutions that improved operational efficiency.
- Applied Lean Six Sigma and Black Belt methodologies to process evaluation, root-cause analysis, workflow redesign, performance measurement, standardization, and continuous improvement initiatives.
- Applied Lean Six Sigma methodology during Black Belt development and certification work to structure analysis and improvement initiatives.
Senior Inflight Manager
Frontier Airlines
04.2019 - 01.2024
- Directed national workforce operations for 628 employees in a highly regulated, safety-sensitive environment requiring compliance execution, workforce readiness, operational continuity, risk mitigation, performance management, and real-time leadership.
- Oversaw workforce operations exceeding $50M, ensuring financial discipline, compliance, staffing alignment, service performance, and operational reliability.
- Led workforce planning, staffing alignment, employee performance management, coaching, scheduling coordination, and frontline accountability across a large distributed workforce.
- Coordinated real-time decision-making on operational risks, escalation response, safety-sensitive procedures, and continuity planning to enhance workforce readiness.
- Standardized procedures, provided leadership coaching, implemented accountability systems, and improved operational reporting to strengthen performance consistency.
Hotel Manager | Resort Operations Leadership
Walt Disney World Resort
Orlando, FL
11.2007 - 04.2019
- Led large-scale resort operations in a high-volume service organization, with responsibility for workforce leadership, financial stewardship, safety, service quality, cross-functional coordination, administrative controls, and operational performance.
- Led teams of 304-470 employees while managing operational budgets and payroll exceeding $25M annually.
- Improved operational performance metrics by up to 18% through workforce optimization, operational standardization, leadership accountability, and scalable execution.
- Coordinated cross-functional operations across front office, housekeeping, transportation, food & beverage, security, and customer experience to enhance service delivery for thousands of guests.
- Cultivated high-performing leadership cultures focused on employee development, accountability, operational consistency, and continuous improvement to drive team engagement and performance.
- Managed labor strategy and operational audits while overseeing workforce performance and payroll accountability to ensure compliance with SOPs and KPIs.
Education
MBA - Business Administration & Accounting
Ana G. Mndez University
Puerto RicoSkills
- P&L oversight
- Payroll Management
- Revenue management
- Workforce Management Systems
- Operational Auditing
- KPI Reporting & Tracking
- Operational Analytics & Forecasting
- Process optimization
- Workflow Optimization
- Continuous Improvement Methodologies
- Digital Transformation
Personal Information
Title: EXECUTIVE EXPERT IN ADMINISTRATION | OPERATIONS | QUALITY | FINANCIAL PERFORMANCE | HEALTHCARE
Certification
- Healthcare Organization Operations - Rutgers University | Leading Healthcare - The George Washington University | Leadership for Healthcare Professionals - University of Michigan | Lean Six Sigma Black Belt - Kennesaw State University | AI for Business Specialization - Wharton, University of Pennsylvania | Project Management Professional (PMP) - Candidate; PMP exam-preparation specialization completed
ADMINISTRATOR ALIGNMENT
- Daily Facility & Administrative Operations
- Operating, Staffing & Labor Budgets
- Financial Performance / Variance Analysis
- Workforce Planning & Performance Management
- Quality Improvement / Lean Six Sigma
- Patient Experience & Service Excellence
- Regulatory, Safety & Compliance Mindset
- Operational Risk Management
- Ambulatory / Outpatient Operations Knowledge
- Patient Safety & Infection Prevention Knowledge
- KPI Reporting & Operational Reviews
- SOP / Policy & Administrative Systems
- Vendor / Service Contract Coordination
- Cross-Functional Stakeholder Leadership
- Service-Line & Workflow Improvement
- Leadership Development & Succession Planning
HEALTHCARE ADMINISTRATION & QUALITY PREPARATION
- Completed focused healthcare operations and leadership education through Rutgers University, The George Washington University, and the University of Michigan, supporting an intentional transition into healthcare administration.
- Designed healthcare quality-improvement work using Lean Six Sigma, process optimization, and data-driven strategies to reduce patient wait times, streamline workflows, improve operational efficiency, and strengthen patient satisfaction.
- Developed patient-centered outpatient healthcare delivery models incorporating quality outcomes, preventive care, coordinated care, patient access, operational efficiency, and financial sustainability.
- Applied healthcare quality concepts involving patient safety metrics, infection prevention, continuous quality improvement, interdisciplinary collaboration, electronic health records, predictive analytics, and operational performance monitoring.
- Developed working knowledge of healthcare administrative governance, accreditation and regulatory expectations, quality frameworks, medical-staff coordination concepts, credentialing processes, infection-control priorities, and safe patient throughput.
Timeline
Assistant General Manager
Drury Hotels
08.2026 - Current
Director of Guest Services
Sheraton Minneapolis Downtown Convention Center | Aimbridge Hospitality / Marriott International
02.2025 - 08.2026
Senior Business Consultant - Administrative & Operations Advisory
Evolve Synergy Solutions
01.2024 - 02.2025
Senior Inflight Manager
Frontier Airlines
04.2019 - 01.2024
Hotel Manager | Resort Operations Leadership
Walt Disney World Resort
11.2007 - 04.2019
MBA - Business Administration & Accounting
Ana G. Mndez University