Laura Hernandez

About Laura Hernandez

Cuba born, 305 raised. I lead in environments…

Experience

1. Front Desk Agent

   Aloft Hotels

   Aug 2025 — Present · Miami, FL, US

   Check in/out and assign rooms for 60+ guests per shift, balancing preferences, managing group logistics, handling cancellations/refunds, and pre-assigning accommodations for VIP airline clients (20% of clientele).• Manage reservations, confirm bookings, and optimize occupancy by rearranging room blocks, walking guests when needed, and upgrading elite members to enhance loyalty.• Process payments, deposits, and credit card authorizations with precision using LightSpeed + POS.• Deliver high-touch service by addressing guest needs, inquiries, and complaints. Resolve most issues on first contact and contribute to a 90%+ satisfaction score.• Enhance the guest experience by providing local recommendations, facilitating luggage distribution, securing valuables, and delivering personalized welcome gifts.• Support seamless service flow by stepping into cross-functional roles during peak periods or low staffing.• Coordinate guest requests with Housekeeping, Bar, Kitchen, and Maintenance teams, delegating tasks and ensuring timely follow-up for consistent service delivery.• Collaborate with management to streamline operations, improve communication, and drive guest satisfaction.• Generate, review, and reconcile end-of-day Front Office and POS reports, identifying discrepancies and ensuring data integrity.• Balance accounts, conduct audits, and maintain detailed financial records to support internal controls and audit readiness.• Monitor event flow and provide real-time feedback to managers, resolving issues quickly to ensure smooth experiences.• Restock inventory, manage lost-and-found, and maintain clean, organized public and back-of-house spaces.• Support sustainability initiatives by promoting eco-friendly practices in alignment with property programs.• Adapt to variable schedules, including holidays, weekends, and alternate shifts, while performing demanding tasks (lifting 50 lbs, standing long hours, navigating tight spaces).

Education

• Coral Gables Senior High School

  International Baccalaureate Diploma Recipient, Summa Cum Laude

• Florida International University

  Master of Science - MS, Real Estate

• Florida International University

  Bachelor of Science in Hospitality Management, Hospitality Administration/Management