General Manager Human Resources

Nancy Hernandez

**** ************ ** **********, ** 23113 *****.************@*****.*** 781-***-****

EDUCATION

Massiot Community College, Brockton, MA

Associates of Arts in Criminal Justice

Northeastern University, Boston, MA

Certificate Paralegal Program

Brighton High School, Brighton, MA

General Studies

EXPERIENCE

2023 - Present

Commonwealth Lodging

Assistant General Manager

Lead, direct, and manage all hotel operations, including, but not limited to, hotel budgeting and forecasting, strategic planning, and leading service initiatives.

Leading and managing balanced scorecard performance.

Implementing and complying with all company policies and standards.

Leading and developing the executive team.

Responding to guests’ inquiries and resolving concerns and hotel-wide meeting participation and facilitation.

2018 - 2023

Holiday Inn Express, Randolph, MA

Operations Manager/ Director of Services

Manages housekeeping, human resources, food service, facilities, security, and hotel operations.

Ensures that everything is up to par and all guests' needs are met.

Manages directed and coordinated budgeting staff evaluations and the facilities.

Support and work with all ‘Head of Departments’ in all aspects of running the hotel

Ensures the premises are in operative condition as per the category of the unit to receive and serves the guests.

Ensures SOP implementation in all departments and check the same during routine operational Checks

2015 - 2018

Residence Inn by Marriott, Dedham, MA

Night Auditor/ Housekeeping Supervisor

Main point of contact for all guest issues, requests and complaints

Proactively resolved issues meeting guest and hotel expectations

Checked guests in and out of the hotel

Cash handling and posting charges

Answered and transferred calls, also left messages for team members and guests

Created and printed audit reports

2014 - 2015

LA Fitness, Randolph, MA

Front Desk Receptionist

Provided superior customer service and greetings to members and guest entering or exiting the facility

Answered the phone

Opening and closing duties

Addressed and rectified any members or guests’ concerns

Made sure there were no miscellaneous purchases, fees, and actions to guest accounts

Manning front desk during specified shifts

1998-2012

National Amusement- Showcase Cinema de Lux, Randolph, MA

Supervisor (Usher)

Trained and supervised staff

Ensured a clean and safe environment

Offered friendly, helpful and efficient guest services while answering and resolving questions in a timely manner

Controlled access to theatre while greeting and directing guests

Enforced ratings for underage auditoriums

Monitored auditoriums for picture and sound quality, lighting, temperature and guest behavior and crowd control

Concession and cashier duties

Cleaned auditoriums, restrooms, and common areas

Changed marquee, lobby signage, and poster cases

Assisted General Manager

1998-2011

Holiday Inn Express and Suites, Randolph, MA

Front Desk Receptionist

Provided customer service to hotel guests

Greeted guests, issued room keys and booked reservations

Answered questions regarding hotel amenities, services and surrounding points of interest

Effectively organized and prioritized multiple tasks

Cleaned lobby area and kept reception desk tidy and neat

SKILLS

Bilingual (Spanish)

Manage multiple projects effectively

Creativity

Problem solving

Effective verbal communication

Organization

Financial

Leadership

Team player

Operational knowledge

Time management skills

Mathematics skills

Computer/Tech Savvy

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