Stefhanie Hernandez
Carrollton,TX
Summary
Over six years of experience delivering exceptional customer service in the hospitality industry, achieving high guest satisfaction and building strong relationships with guests and colleagues. Contributed to upholding brand standards with Hilton. Transitioned into real estate while completing modeling school at Bella Model School in Dallas. Guided by strong family values, demonstrating resilience, adaptability, and a strong work ethic, with education in business management, interior design, and real estate. Active in soccer and travel, with experience in social media branding and in the process of creating a book that’s focused on inspiring resilience.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Front Desk Supervisor
Canopy Hilton
Frisco, TX
01.2025 - Current
- Supervised front desk staff, ensuring high levels of customer service and operational efficiency.
- Coordinated daily scheduling for front desk operations, optimizing staff coverage and guest flow.
- Implemented training programs for new hires, enhancing team performance and service quality.
- Resolved guest complaints with professionalism, improving overall satisfaction ratings.
- Managed inventory and supplies for front desk operations, ensuring availability of essential resources.
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
Front Desk Agent
Virgin Hotels-Dallas, TX
Dallas, TX
09.2024 - 01.2025
- Used colleague advantage and voxer
- Delivered exceptional service to enhance customer satisfaction. 4-5 star hotel with high expectations
- Oversaw guest check-in and check-out processes, ensuring seamless operations.
- Addressed guest inquiries and complaints promptly to elevate customer satisfaction.
- Managed coordination of room assignments and special requests with housekeeping and maintenance teams.
Front Desk Manager/AGM
Hilton
The Colony, TX
09.2020 - 09.2023
- OnQ and PEP system. Kipsu and Quore for guest requests and communication
- Oversaw guest check-in and check-out processes, ensuring seamless operations.
- Addressed guest inquiries and complaints promptly to elevate customer satisfaction.
- Managed coordination of room assignments and special requests with housekeeping and maintenance teams.
Front Desk Manager
Hyatt
The Colony, TX
09.2019 - 09.2022
- Opera systems. Supported team operations with Opera and Quore platforms. Utilized Excel and Outlook for effective communication and organization.
- Executed inventory closure procedures upon nearing hotel sell-out status.
- Facilitated departmental support during critical operational needs.
- Assisted in report submission while supporting bar area operations and managing market and front desk activities.
Education
High school diploma or GED - Business Management
Newman Smith High School
Carrollton, TX06.2021
Skills
Productivity software
Problem-solving (7 years)
Team management
Customer service (6 years)
Windows
Computer skills
Social media marketing (4 years)
Microsoft Word
Management (5 years)
Microsoft Excel
Certification
- Food Handler Certification
- TABC Certification
Languages
English - Expert
Bilingual
Spanish - Expert
References
Assistant General Manager Hyatt
Silvia Rodriguez - +1 (469) 203-3649
General Manager at Homewood the Colony
Tamara Price- +1 (870) 623-5642
General Manager at Canopy Frisco
Ivy Nieto- +1 (972) 522-9162
Front desk Manager at Virgin Hotel
Jordy Dionne Marburry-1 (214) 458-3495
Timeline
Front Desk Supervisor
Canopy Hilton
01.2025 - Current
Front Desk Agent
Virgin Hotels-Dallas, TX
09.2024 - 01.2025
Front Desk Manager/AGM
Hilton
09.2020 - 09.2023
Front Desk Manager
Hyatt
09.2019 - 09.2022
High school diploma or GED - Business Management
Newman Smith High School