Rosette Marie G. Hernandez
Seattle,WA
Summary
Results-driven professional with extensive experience in leading and coordinating various facets of hospitality management, including concierge services, front desk operations, financial strategy, and social services. Proven track record of optimizing guest experiences, enhancing operational efficiencies, and achieving financial objectives within the hotel industry. Skilled in overseeing a diverse team, implementing strategic initiatives, and ensuring exceptional service delivery. Adept at managing budgets, conducting financial analysis, and fostering relationships with key stakeholders. Seeking to leverage expertise to drive business success and elevate customer satisfaction in a dynamic and challenging leadership role.
Overview
16
16
years of professional experience
Work History
Concierge
Windsor Communities
06.2024 - Current
- Carrying out all front desk responsibilities, including various administrative duties. Creating weekly elevator posters and business-related social media content.
- Handling all incoming calls through the switchboard.
- Overseeing package management and conducting audits.
- Supporting the team with their requirements everyday.
- Delivering exceptional and consistent customer service to our residents, prospects and vendors.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
Concierge Director
NFC Amenity Management
08.2023 - 04.2024
- Ensures the '5 Diamond Experience' by maintaining the standards set in the NFC Amenity Management Mission Statement.
- Oversaw a team of concierge staff, providing training, guidance, and support to ensure exceptional customer service and guest satisfaction.
- Developed and implemented standard operating procedures and protocols for concierge services, focusing on efficiency and personalized service delivery.
- Collaborated with external vendors, partners, and internal departments to organize and execute special events, promotions, and VIP experiences.
- Monitored and managed budgetary expenses related to concierge operations, optimizing resources and controlling costs effectively.
- Conducted regular performance evaluations, provided feedback, and implemented performance improvement plans to drive team performance and productivity.
Administrative Officer
Gabriele Rossella
08.2020 - 12.2021
- Examined customer loan and mortgage approvals and denials.
- Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.
- Worked with Extrabank, Banco di Credipass and Compass.
- Offered also CAF and Patronato services. (A 'patronato' is an office that helps carry out mainly social security and pension services free of charge. They are officially recognized by the Ministry of Labor, and funded by the state. While CAF is is more used for financial assistance, especially when it comes to filing taxes).
- Handled administrative tasks such as drafting correspondence, creating reports, and maintaining office supplies.
Hotel Administrator
Pyramid New Srl
10.2016 - 12.2019
- Manage budgeting, financial reporting, and cost control measures to achieve profit targets.
- Responsible of bookings, dealing with agents and group agencies, accountant.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Implemented strategic pricing and marketing strategies to drive revenue growth and maximize occupancy rates.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Conducted regular inspections of hotel facilities to maintain quality standards and address any maintenance or cleanliness issues promptly.
Receptionist / Administrative Assistance
Touristeam Srl (Hotel Paisiello Parioli***)
10.2015 - 03.2016
- Welcoming guests, dealing with late arrivals, check out departing guests, taking payment from guests, answering phone calls inquiries, arranging brief tours, dealing with and resolving customer complaints, checking function sheet, managing group bookings, maximize sales revenues through up selling and marketing programs.
- Maintained organized filing system for documents, contracts, and invoices to ensure easy retrieval and record-keeping.
- Coordinated travel arrangements, hotel accommodations, and itinerary planning for executives and staff members.
- Answered phones and emails professionally in accordance with organizational protocols.
- Signed for incoming deliveries and notified employees of packages.
- Scheduled conference rooms for meetings and specials events as needed.
- Maximize sales revenue through sales and marketing program.
Area Manager
Telegiros, SA
01.2010 - 08.2015
- Leader of sales (meet and exceed sales quotas), responsible for taking a 'hands on' approach to train, coach and motivate a team of existing Field support.
- Worked with International banks worldwide (Europe, Asia, South America and Africa).
- Analyzed market trends and competition to make data-driven decisions for business growth and expansion in the area.
- Oversaw and managed a team of 47 store managers within a designated geographic region.
- Discussed financial options with clients and provided informed suggestions.
- Collaborated with clients to maintain relationships and provide customers with thorough support and guidance.
- Developed and maintained strong knowledge of multiple products and varying levels of benefits within each product.
- Conducted regular visits to each store to ensure compliance with company policies and standards.
Customer Service Representative
Eva Alejos Ocrospoma Service Center
07.2009 - 12.2009
- Provided exceptional service to customers through phone, email, and in-person interactions.
- Resolved customer inquiries, complaints, and issues promptly and effectively.
- Processed orders, returns, and exchanges in a timely manner.
- Demonstrated strong communication skills and attentiveness to customer needs.
- Maintained accurate records of customer interactions and transactions for follow-up and tracking.
Education
BBA - Business and Tourism
Stendhal Professional Institute
Rome Italy07.2009
High School Diploma -
Ic Maria Capozzi Ex "Giacomo Leopardi"
Rome Italy07.2004
High School Diploma -
Our Lady of Mercy Academy
Taysan Batangas07.2002
Skills
- Strategic Communications
- Order Processing
- Written Communication
- Office Administration
- General Office work
- Microsoft Word
- Team Leadership
- Microsoft Office
- Outlook
- Yardi
- Excel
- Powerpoint
- Front desk support
- Marketing
- Excellent multitasking
Accomplishments
- Created continuous revenue streams for the hotel by promoting an array of services to guests and clients including spa, salon, upscale restaurants and the casino.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 20+ staff members.
- Resolved product issue through consumer testing.
Languages
Spanish
Professional Working
English
Full Professional
Italian
Full Professional
Timeline
Concierge
Windsor Communities
06.2024 - Current
Concierge Director
NFC Amenity Management
08.2023 - 04.2024
Administrative Officer
Gabriele Rossella
08.2020 - 12.2021
Hotel Administrator
Pyramid New Srl
10.2016 - 12.2019
Receptionist / Administrative Assistance
Touristeam Srl (Hotel Paisiello Parioli***)
10.2015 - 03.2016
Area Manager
Telegiros, SA
01.2010 - 08.2015
Customer Service Representative
Eva Alejos Ocrospoma Service Center
07.2009 - 12.2009
BBA - Business and Tourism
Stendhal Professional Institute
High School Diploma -
Ic Maria Capozzi Ex "Giacomo Leopardi"
High School Diploma -
Our Lady of Mercy Academy
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