Iliana Y. Hernandez
Anaheim
Summary
Skilled Front Desk Supervisor successful at solving a range of daily issues with an efficient and professional attitude. Demonstrated adapting to changing demands and learning new information quickly. Skilled in training and managing personnel and providing excellent shift coverage to meet guest needs.
Overview
13
13
years of professional experience
Work History
Front Desk Supervisor
Avenue Of The Arts Hotel
Costa Mesa
07.2025 - Current
- Managed guest check-ins and check-outs while maintaining accuracy and professionalism.
• Resolved guest concerns and complaints promptly to ensure high levels of customer satisfaction.
• Coordinated room assignments and monitored occupancy to maximize revenue and guest comfort.
• Ensured compliance with hotel policies, safety procedures, and brand standards.
• Collaborated with housekeeping and maintenance departments to ensure rooms were guest-ready.
• Answered phone calls, responded to guest inquiries, and processed reservations.
• Managed VIP arrivals, special requests, and group reservations.
Sales and Catering Coordinator
Clarion Hotel
Anaheim
04.2023 - 07.2025
- Managed all aspects of group and event sales, from initial inquiry to contract negotiation and post-event follow-up.
- Served as the primary point of contact for major clients, addressing inquiries, revolving issues, and ensuring seamless event execution.
- Cultivated and maintained strong relationships with key corporate accounts, ensuring high levels of client satisfaction and repeat business.
- Crafted detailed proposals outlining menu options, services, pricing, and arrangements to meet client needs.
- Oversaw all logistical aspects of the event, including room setup, decor, staffing, and equipment needed.
- Prepared detailed banquet event orders to ensure clear communication of event specifications to relevant departments.
- Conducted site visits, showing potential clients the hotel's event spaces and guest rooms.
- Identified new business opportunities through effective prospecting like cold calling, networking and attending events.
- Developed annual and ongoing sales plans to align with hotel revenue goals.
Front Office Supervisor
Clarion Hotel
Anaheim
07.2022 - 04.2023
- Supervised front desk operations and coordinated support for maintenance and housekeeping departments.
- Supervised daily shift process ensuring all team members adhere to standard operating procedures.
- Resolved guest complaints swiftly, enhancing guest satisfaction and service quality.
- Provided guidance to employees in resolving daily operational issues.
- Responded to guest and third-party emails regarding reservations, room availability, and hotel amenities.
- Managed third-party reservations, including cancellations and FIT no-show charges.
- Processed and charged credit cards for group reservations, ensuring accurate billing and customer satisfaction.
- Worked on discrepancy reports and reports with maintenance regarding rooms out of order.
- Oversaw the monthly safety packets are distributed to every department, goes over safety materials in my department, and then submits safety packets.
Manager on Duty
Clarion Hotel
Anaheim
08.2021 - 07.2022
- Supervised front desk agents, effectively resolving issues and maintaining smooth operations during shifts.
- Established and upheld high standards, promoting great service and assistance to guests.
- Enforced policies and streamlined check-in and checkout procedures to enhance guest experience.
- Trained new employees demonstrating best methods for serving guests.
- Provided service efficiently and offered complimentary service to maintain high guest satisfaction rates.
- Supervised to ensure company policy regarding staff breaks was being followed properly.
- Worked with office machines, such as photocopiers and scanners, fax machine and computers.
Front Desk Agent
Clarion Hotel
Anaheim
08.2018 - 08.2021
- Greeted guests at front desk and engaged in conversation answering questions regarding hotel amenities both at check in and check out.
- Managed walk-ins, stayovers, and room changes to ensure seamless guest experiences.
- Adhered to established check-in and check-out procedures to ensure compliance and efficiency.
- Calculated billings and posted charges to reservations reviewing charges with guest at checkout.
- Cultivated positive relationships with guests, enhancing overall satisfaction and loyalty.
- Contacted housekeeping staff or maintenance departments to resolve issues with guest rooms.
- Acquired in-depth knowledge of surroundings to offer guests information about dining options, entertainment, and shopping activities.
Assistant Manager
Chuck E. Cheese
Orange
07.2014 - 12.2017
- Planned and directed staffing, training, and performance evaluations to develop and control sales and service.
- Managed staff, preparing work schedules and assigning specific duties.
- Reviewed financial statements, sales reports, and performance data to identify productivity trends and areas for cost reduction and program improvement.
- Monitored guests' preferences to determine focus of sales efforts.
- Investigated and resolved complaints regarding food quality, service, or make accommodations.
- Performed sales floor work, such as greeting or assisting guests, stocking shelves, or taking inventory.
- Scheduled and received food and beverage deliveries.
- Maintained records of goods ordered and received.
- Keep records required by government agencies regarding sanitation, and food subsidies.
Birthday Coordinator
Chuck E. Cheese
Orange
08.2013 - 07.2014
- Made weekly calls to answer questions regarding birthday reservations or make any last minute changes to parties.
- Contacted previous clients to secure reservations for the current year.
- Engaged with guests to assess satisfaction with food and service, address complaints, and foster positive interactions.
- Organized special events to create memorable experiences for guests.
- Coordinated with kitchen staff, management, serving staff, and guests to ensure a seamless dining experience and address concerns.
- Communicated with schools and attended events to arrange fundraising opportunities.
- Supervised and coordinated activities of dining room staff to ensure that guests received prompt and courteous service.
- Assigned tables to guests based on preferences and seating rotation.
- Inspected dining and serving areas to ensure cleanliness and proper setup.
Cashier
Chuck E. Cheese
Orange
06.2013 - 08.2013
- Count money in cash drawers at the beginning of shifts to ensure that the amounts are correct and that there is adequate change.
- Provided information and resolved complaints to improve guest experiences.
- Greet guests and provide great hospitality entering establishments.
- Greet guests and provide great hospitality entering establishments.
- Assisted guest by providing information and resolving their complaints.
- Maintained clean and orderly checkout areas while performing general cleaning duties, ensuring a positive shopping experience.
- Maintain clean and orderly checkout areas and complete general cleaning duties, such as mopping floors, cleaning counters, area stocking and emptying trash cans.
Education
Associate degree -
Santiago Canyon College
Orange, CAHigh School diploma -
Canyon high School
Anaheim Hills, CaSkills
- Front desk operations
- Customer service
- Booking management
- Reservation systems
- Travel vendor coordination
- Written communication
- Verbal communication
- Email response
- Ability to work under pressure
- Multitasking
- Fast-paced environment
- Conflict resolution
- Teamwork
- Flexibility
- Adaptability
- Quick learner
- Problem solving
- Analytical skills
- Efficiency
- Leadership
- Employee management
- Responsibility
- Positive attitude
Timeline
Front Desk Supervisor
Avenue Of The Arts Hotel
07.2025 - Current
Sales and Catering Coordinator
Clarion Hotel
04.2023 - 07.2025
Front Office Supervisor
Clarion Hotel
07.2022 - 04.2023
Manager on Duty
Clarion Hotel
08.2021 - 07.2022
Front Desk Agent
Clarion Hotel
08.2018 - 08.2021
Assistant Manager
Chuck E. Cheese
07.2014 - 12.2017
Birthday Coordinator
Chuck E. Cheese
08.2013 - 07.2014
Cashier
Chuck E. Cheese
06.2013 - 08.2013
Associate degree -
Santiago Canyon College
High School diploma -
Canyon high School