Richard Hernandez
Houston
Summary
Passionate Guest Services Manager, with an emphasis in customer care while operating efficiently to maximize companies profits. Highly effective at conflict resolution and finding a solution for guest disputes. Flexible and willing to fill any position that will make operations flow smoothly. High use of critical thinking skills to avoid potential issues that can develop into bigger and costly problems.
Overview
1
1
year of professional experience
1
1
Certification
Work History
Front Desk Supervisor
Hilton Garden / Home 2 Suites
- Streamlined check-in and check-out processes for improved guest experience and reduced waiting times.
- Maintained a high level of professionalism, ensuring all staff followed hotel policies and procedures consistently.
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
Guest Services Manager
Hilton Garden Inn / Home 2 Suites
03.2023 - Current
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Monitor staff training programs to reinforce customer service skills and elevate overall performance.
- Reduced guest complaints by proactively resolving potential issues and maintaining open communication channels.
- Increased repeat business through exceptional service, loyalty program promotion, and personalized follow-up communications.
- Managed inventory control and resource allocation for optimal operational efficiency in the bevarage department.
Education
Bachelor of Science - Global Hospitality Leadership
University of Houston
Houston, TX04.2025
Skills
- Scheduling and Planning
- Hospitality Services
- VIP Guest Relations
- Team Building and Supervision
- Exceptional Communication
- POS System Operation
- Staff Training
- Conflict Management
- Problem-Solving Skills
- Listening Skills
- Multitasking capabilities
- Customer service excellence
- Adaptability and flexibility
Certification
TABC Certified
Languages
Spanish
Native or Bilingual
Timeline
Guest Services Manager
Hilton Garden Inn / Home 2 Suites
03.2023 - Current
Front Desk Supervisor
Hilton Garden / Home 2 Suites
Bachelor of Science - Global Hospitality Leadership
University of Houston
TABC Certified
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