PRISCILA HERNANDEZ
South Lake Tahoe,CA
Summary
Problem-solving Front Desk Manager at busy hotel experienced in upselling and marketing property amenities. Multilingual and dedicated to boosting customer loyalty. Consistently recognized by management for performance excellence.
Overview
5
5
years of professional experience
Work History
Front Desk Manager
MARGARITAVILLE RESORT
04.2022 - Current
- Being part of the transitioning team, I contributed to the transformation of Lake Tahoe Resort into Margaretville Resort Lake Tahoe.
- Enhanced guest satisfaction by efficiently addressing and resolving concerns during their stay.
- Managed team schedules, ensuring adequate staffing levels for optimal front desk operations.
- Collaborated with housekeeping and maintenance departments to ensure rooms were ready in a timely manner.
- Implemented policies and procedures to maintain compliance with brand standards and local regulations.
- Maintained an organized workspace at the front desk, contributing to a professional atmosphere that welcomed guests upon arrival.
- Developed detailed plans based on broad guidance and direction.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
Supervisor /Manager on Duty
DAVIDSON HOSPALITY GROUP (TAHOE RESORT HOTEL)
04.2022 - Current
- Oversees different departments functions
- Established team priorities, maintained schedules and monitored performance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Assist with assisted property projects.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Evaluated employee performance and coached and trained to improve weak areas.
- Maintained compliance with company policies, objectives, and communication goals.
Night Auditor /Front Desk Receptionist
DIMOND RESORTS
01.2019 - 02.2021
- Enhanced guest satisfaction by efficiently managing night audit tasks and resolving issues promptly.
- Maintained accurate financial records by diligently balancing daily revenue reports and identifying discrepancies.
- Coordinated with housekeeping staff to address any overnight room maintenance requests or special accommodations needed.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
Education
High School Diploma -
South Tahoe High School
South Lake Tahoe, CAFire Science
Lake Tahoe Community College
South Lake Tahoe, CASkills
- Safety and Security Enforcement
- Employee Performance Monitoring
- Able to deal with Emergency Situations
- Employee Coaching and Mentoring
- Conflict Resolution Techniques
- Technical Proficiency
- Social Perceptiveness
- Hospitality Management
Languages
Spanish
Native or Bilingual
EN
Timeline
Front Desk Manager
MARGARITAVILLE RESORT
04.2022 - Current
Supervisor /Manager on Duty
DAVIDSON HOSPALITY GROUP (TAHOE RESORT HOTEL)
04.2022 - Current
Night Auditor /Front Desk Receptionist
DIMOND RESORTS
01.2019 - 02.2021
High School Diploma -
South Tahoe High School
Fire Science
Lake Tahoe Community College
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