Yohana Hernandez
St. Petersburg,FL
Summary
Employment with a refined hospitality to provide a cheerful and professional welcoming environment to guests while exceeding the expectations of patrons in highly stimulating work environment. I am highly effective communicator who excels at building relationships at all organizational levels and passionate about fostering a positive and results-oriented team culture.
Experienced with managing housekeeping departments to maintain high standards of cleanliness and service. Utilizes effective team management and process optimization to enhance operational efficiency. Knowledge of quality assurance and guest satisfaction to drive continuous improvement.
Overview
16
16
years of professional experience
Work History
Director of Housekeeping
Hilton Bayfront
12.2023 - 03.2025
- Reduced employee turnover rate by fostering a positive work environment and providing opportunities for professional growth.
- Cultivated positive relationships with local health inspectors, facilitating smooth inspection processes that resulted in consistently high ratings.
- Implemented regular performance evaluations for staff members, identifying areas for improvement and providing constructive feedback for personal development.
- Successfully addressed guest concerns regarding housekeeping matters in a timely manner, leading to increased repeat business.
- Oversee 50+ staff members on daily baised.
- Schedule employee, purchase order and do inventory.
- Implemented staff recognition programs to boost morale and acknowledge exceptional performance, contributing to a motivated and engaged workforce.
- Championed environmental sustainability efforts within the department by adopting eco-friendly cleaning practices and reducing energy consumption where possible.
Assistant Director of Housekeeping
Hilton Bayfront
08.2023 - 12.2023
- Collaborated with hotel management to develop and implement housekeeping policies and procedures.
- Enhanced guest satisfaction by implementing efficient housekeeping processes and maintaining high cleanliness standards.
- Mentored and developed housekeeping staff, resulting in a more cohesive and effective team.
- Conducted regular inspections of guest rooms and public areas, identifying areas for improvement and directing corrective actions.
Housekeeping Supervisor
The Shephard's Beach Resort
02.2022 - 09.2022
- Supervised, scheduled, motivated, evaluated and trained Housekeeping staff, including supervisors, Houseman and Linen Runners
- Create Weekly Training Sessions for the Housekeeping team in safety measures, attentive guest service appearance, guest room deep cleaning etc
- Conducted daily room inspections and walks-throughs with EH & AEH to ensure all guest rooms are in accordance with company standards
- Assisted the EH lead daily mornings line-ups, monthly department meetings, and coaching and counseling
- Supervised inventories and order and stocked all clean guest supplies
- Worked closely together with the Front Office and Maintenance Department to enhance the overall guest satisfaction
Order Dispatch Analysis
Airgas
05.2021 - 12.2021
- Ensure outstanding customer service through fast and accurate processing of orders and service requests
- Taking over 200 inbound and making outbound calls
- Coordinating C02 fills and service calls with customers providing estimated time of arrivals to customers
- Coordinating with drivers and Area Beverage Managers
- Follow escalation process to ensure customer satisfaction
- Determine course of action according to customers' need
- Fix order and invoices that made it to the system incorrect
- Work with route drivers and service technicians to provide estimated time of arrival for service and C02 fills
- Follow up with customer and advise on response method and time frame
- Coordinate with A/R on delivery issues due to non-payment
- Liaison between customers and drivers to help business run efficiently
- Handles next level Customer Service issues
- Troubleshooting calls and Excellent follow up skills
- Work with different departments on training and projects
- Transfer calls to appropriate departments
Shipping and Receiving Supervisor
Pellon
10.2020 - 05.2021
- Packaging, receiving and transportation of hazardous and non-hazardous materials using appropriate material handling equipment including pallet jacks
- Familiar with standard concepts, practices and procedures within the field of shipping, receiving and warehouse operations including refilling of shelves with stock from bulk area, inventory and advising of low counts
- Stocks incoming materials in assigned locations
- Oversee the plant finished goods inventory to maintain accurate inventory and finished goods inventory cycle counting
- Resolve issues surrounding the inventory control system in E1 including inventory reconciliation, vacation scheduling, truck scheduling, and logging
- Conduct daily production meetings with team in the Shipping work area
Front Office Supervisor/ Manager on Duty
Cadillac Hotel & Beach Club, Autograph Collection
11.2019 - 10.2020
- Oversee front office department and assessing the tasks of the day to determine the order of operations
- Follow up with upset or not satisfied guest on a daily basic via phone or in person
- Address guest's request and/or concern to ensure guest satisfaction in a timely and professional matter
- Be a leader and provide necessary training to all personnel
- Provide personalized service in order to retain guest
- Do inventory, complete essential reports
- Delegating tasks to staff members
- Scheduling staff members and resolving any scheduling conflicts
- Managing a department budget and ensuring operations stay within budgetary limits
- Communicating with clients to ensure they receive quality service
- Evaluating staff performance, identifying areas for improvement and designing and providing feedback
- Maintaining the facility where they work and ordering repairs and updates as needed
- Collaborating with managers on duty in other departments
- Setting goals and leading team members to ensure they meet them
- Establishing daily and long-term project deadlines
- Ensuring employees follow safety procedures and meet federal and state requirements
Housekeeping Supervisor/ Coordinator
Cadillac Hotel & Beach Club, Autograph Collection
12.2018 - 11.2019
- Supervised, scheduled, motivated, evaluated and trained Housekeeping staff, including supervisors, Housemans and Linen Runners
- Create Weekly Training Sessions for the Housekeeping team in safety measures, attentive guest service appearance, guest room deep cleaning etc
- Conducted daily room inspections and walks-throughs with EH & AEH to ensure all guest rooms are in accordance with company standards
- Assisted the EH lead daily mornings line-ups, monthly department meetings, and coaching and counseling
- Supervised inventories and order and stocked all clean guest supplies
- Worked closely together with the Front Office and Maintenance Department to enhance the overall guest satisfaction
Front Office Operator / Rooms Controller
Cadillac Hotel & Beach Club, Autograph Collection
04.2018 - 12.2018
- Represent the hotel to the guest while welcoming them and exceeding their expectations
- Answer promptly the guest queries on phone
- Room assignments, greet and register guest and fulfill special services or occasions
- Check in guest, explain all activities around the property with rules and regulations
- Assisted in the opening Team of The Cadillac Hotel Miami Beach on August 2018
Spa Concierge
The Ritz-Carlton Key Biscayne
10.2016 - 04.2018
- Schedule services for guest, owners and large groups using spa/salon reservations software system
- Call guests to confirm scheduled services
- Answer questions about available services
- Update the reservations/cancellations list throughout the day, inform providers of last minute changes, and resolve scheduling issues as needed by
- Answer all calls from all guest and locals about services or any questions regarding the hotel or spa
- Check in guests for appointments, confirm first and last name, and provide general spa orientation to guest upon arrival
- Promote and sell spa/salon services and items
Loss Prevention Officer
The Ritz-Carlton Key Biscayne
12.2010 - 10.2016
- Patrol all areas of the property and assist guest with room access
- Monitor security feeds and conduct daily physical hazard inspections
- Respond to accidents and assist guest/ employee during emergency situations
- Conduct investigations, gather evidence and facilitate interviews with relevant parties
- Complete required shift reports and maintain confidentiality of all Loss Prevention documents
- CPR Certified
- Contact Police or Fire department with any emergencies
Housekeeper/ Turndown Attendant
The Ritz-Carlton Key Biscayne
06.2009 - 12.2010
- Replace guest amenities and supplies in room
- Make beds and fold sheets
- Greet guest and take care of requests
- Straighten desk items, furnitures and appliances
- Follow all company safety and security policies and procedures
Education
Cosmetology - Full Specialist
Beauty Salon of America
10.2016
Computer Networking - Computer Software Tech
ITT Technical Institute
06.2015
Associate of Arts - Criminal Justice
Miami Dade College
Miami, FL01-2010
High School Diploma -
Hialeah High School
Miami, FL07-2008
Skills
- Fluent in Spanish and English
- Dedicated Team Player
- Ability to Multitask
- Hospitality Management
- Customer Service
- Employee of the Month
- Five Star Hotel Experience
- Five Star hotel employee of the year
- Fast learner
- Hotel Operations System
- Marriott Company Standards
- Ritz Carlton Standards
- Phone Etiquette
- Staff management
- Budgeting expertise
- Supplies inventory
- Housekeeping standards
- Laundry operations
Timeline
Director of Housekeeping
Hilton Bayfront
12.2023 - 03.2025
Assistant Director of Housekeeping
Hilton Bayfront
08.2023 - 12.2023
Housekeeping Supervisor
The Shephard's Beach Resort
02.2022 - 09.2022
Order Dispatch Analysis
Airgas
05.2021 - 12.2021
Shipping and Receiving Supervisor
Pellon
10.2020 - 05.2021
Front Office Supervisor/ Manager on Duty
Cadillac Hotel & Beach Club, Autograph Collection
11.2019 - 10.2020
Housekeeping Supervisor/ Coordinator
Cadillac Hotel & Beach Club, Autograph Collection
12.2018 - 11.2019
Front Office Operator / Rooms Controller
Cadillac Hotel & Beach Club, Autograph Collection
04.2018 - 12.2018
Spa Concierge
The Ritz-Carlton Key Biscayne
10.2016 - 04.2018
Loss Prevention Officer
The Ritz-Carlton Key Biscayne
12.2010 - 10.2016
Housekeeper/ Turndown Attendant
The Ritz-Carlton Key Biscayne
06.2009 - 12.2010
Computer Networking - Computer Software Tech
ITT Technical Institute
Cosmetology - Full Specialist
Beauty Salon of America
Associate of Arts - Criminal Justice
Miami Dade College
High School Diploma -
Hialeah High School
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