Jenna Hertzog
Yardley
Summary
Hotel manager with over 18 years of experience in improving guest satisfaction and increasing revenue. Proven expertise in budget management, team leadership, and strategic planning. Strong operational skills, combined with a focus on sales and staff development. Acknowledged for exceptional organizational skills, and dedication to customer service excellence.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Hotel Manager
Hyatt Regency Princeton
Princeton
03.2025 - Current
- Direct daily operations of 330 room hotel; front and back of the house performance and meeting brand standards.
- Led and developed a team of 100+ employees, improving service culture, accountability and productivity.
- Responsible for managing financial control of labor and operating costs while optimizing profitability.
- Oversee capital improvement building projects and maintain communication with ownership.
- Ensured compliance with brand standards, safety regulations, and local laws.
- Analyzed financial reports to identify trends and implement corrective actions that improved GOP margins.
Acting General Manager
Hyatt Regency Princeton
Princeton
10.2024 - 03.2025
- Oversaw daily hotel operations, enhancing guest experiences through exceptional service.
- Maintained strict budget controls and monitored financial performance consistently.
- Ensured compliance with health and safety regulations throughout all departments.
- Managed comprehensive business operations, including budgeting, staffing, scheduling, inventory control, customer service, and sales.
Assistant General Manager
Hyatt Regency Princeton
Princeton
11.2018 - 03.2025
- Oversight of Rooms Division including Front Desk Agents, Night Auditors, Front Office Manager, Exec Housekeeper, Supervisors, and Room Attendants.
- Recruits, Hires, and trains new team members.
- Manages Labor and Expenses ensuring adherence to budget guidelines.
- Assists with training new managers in various departments other than rooms division.
- Provides end-of-month audits and P&L analysis to GM.
- Assists with capital projects for Room Division and Engineering.
- Manages arrival, departure, and onsite experience for large groups of people for weddings, seminars, conferences, and other events.
- Demonstrates leadership by making improvements to work processes.
- Recognized by management for meeting company metrics, hotel audits and providing exceptional customer service.
Taskforce Assistant – Room Division
Loews Regency Hotel
New York
07.2015 - 07.2021
- Supported front desk and housekeeping operations to uphold service excellence during staffing shortages and special projects.
- Resolved guest complaints promptly, enhancing overall experience during stays.
Front Office Manager
Hyatt Regency Princeton
Princeton
05.2017 - 11.2018
- Oversight of Front Desk Agents, Bellmen, Shuttle Drivers, PBX Operators, Night Auditors, Assistant Manager and Supervisors.
- Ensured compliance with Hyatt brand metrics, achieving Top 50 for franchise hotels multiple areas.
- Provided hotel response to customer inquiries and complaints through Medallia and social media sites.
- Conducted training and spot checks to ensure strong service levels were maintained.
- Reviewed safety, health and sanitation processes throughout areas and enforced rules to promote security and safety as a part of the hotel's safety committee.
- Interviewed and on boarded team members for assigned departments.
Sales Manager
Sheraton Bucks County Hotel
Langhorne
02.2016 - 04.2017
- Established an incentive program for room block referrals for local wineries, country clubs, and catering halls.
- Exceeded sales goals and improved profitability by aligning sales strategies and business plans with market trends.
- Maintained professional network of potential clients and business opportunities.
- Created and finalized quotes to complete deals between company, vendors and customers for SMERF market.
- Partnered with marketing team to align sales strategy with brand messaging across communication channels.
Assistant Front Office Manager
Loews Philadelphia Hotel
Philadelphia
07.2014 - 02.2016
- Researched and evaluated guest satisfaction scores through MarketMartix application and social media websites.
- Served as the Manager on Duty in the absence of the Front Office Manager.
- Recruited, hired, and trained new team members (Front Desk, Star Service (PBX), and Bellman).
- Cultivated professional relationships with guests through active response and dedicated assistance, improving customer retention.
- Arranged special accommodations for guests to maintain optimal satisfaction.
- Collaborated with staff to meet incoming guest needs, smooth check-in processes and maximize satisfaction.
- Managed team of front desk agents, Supervisors, and Guest Services through scheduling, payroll processing, and training programs.
- Taskforce Assistant for Loews Regency New York for housekeeping and front office.
Star Service Supervisor
Loews Philadelphia Hotel
Philadelphia
04.2013 - 07.2014
- Providing support for operation from a room division including housekeeping and front office.
- Building team morale, handling, and resolving guest issues.
- Addressed areas that needed improvement and observed team's performance.
- Oversees 6 more or agents.
- Aided onboarding team members with one-on-one training sessions.
- Participated in various learning and educational opportunities to update and maintain job knowledge.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Received incoming calls and coordinated with hotel staff to fulfill requests and resolve issues.
- Handled high volume of phone calls and routed to proper guest or internal department.
Front Desk Agent
Loews Philadelphia Hotel
Philadelphia
06.2012 - 04.2013
- Handled payment processing and provided customers with receipts and proper bills and change.
- Completed end-of-day reporting and balanced registers to maintain financial accuracy.
- Greeted incoming guests warmly, issued room keys and shared information on policies and amenities.
- Enhanced guest satisfaction by answering inquiries about business operations and policies, resolving concerns and developing creative solutions to guest concerns.
- Arranged special accommodations for guests to maintain optimal satisfaction.
- Responded to inquiries and room requests made online, by phone or email.
Sales Coordinator
Sheraton Bucks County Hotel
Langhorne
01.2012 - 06.2012
- Input customer data into system, updating information regularly with changes to buying habits.
- Drove sales by effectively up-selling and cross-selling products to maximize profitability.
- Tracked industry trends and pursued professional development opportunities to strengthen product and service knowledge.
- Researched and capitalized on emerging opportunities to build business and expand customer base.
Front Desk Supervisor
Sheraton Bucks County Hotel
Langhorne
01.2010 - 01.2012
- Managed guest check-in and check-out procedures, reservations and payments.
- Managed customer complaints and rectified issues to complete satisfaction.
- Mentored new staff on correct procedures, compliance requirements and performance strategies.
- Worked with room service, housekeeping, maintenance and security to meet all guest needs.
Education
Liberal Arts - Education
Bucks County Community College
Newtown, Pa05.2007
Fairless Hills, Pa -
Conwell- Egan High School
Fairless Hills, Pa05.2005
Skills
- Planning and organization
- Performance analysis
- Hospitality management
- Training and development
- Mentoring and coaching
- Team leadership
- Schedule coordination
- Profit and loss oversight
- Problem resolution
Certification
- ARRIVAL Certified (Starwood Hotels)
- Lightspeed
- CORE Training Loews Hotels
- ISAC Starwood Training
- Steinhart & Associates- Sales Training for Remington Hotels
- Pinnacle One
- Human Tracking
- Colleague Advantage
- OPERA
- Hotsos
- GBAC Star Certified Hotel-Hyatt Regency Princeton
- CPR/First Aid certified
Accomplishments
- President of CARE Committee - A committee that focus on improving guest service scores.
- Recipient of Employee of the month August -Sheraton Bucks County Hotel.
- Recipient of Employee of the month October- Sheraton Bucks County Hotel.
- Nominated for Employee of Month 2013- Loews Philadelphia Hotel.
- 2013 Loews Hotels of the year Philadelphia.
- MarketMartix- Number one Front Office Department September 2014 Loews Philadelphia Hotel.
- Personally recognized on TripAdvisor and MarketMartix.
- Recipient of Employee of the week Hyatt Regency Princeton Hotel December 1, 2017.
- Recipient of Employee of the week Hyatt Regency Princeton Hotel April 25, 2018.
- Dimension Hospitality Hotel of Year Hyatt Regency Princeton 2018.
- Hyatt Regency Princeton Hotel 2018-2021- Meeting Hotel Customer Service Goals.
- 2024 Full Year- Highest Flex/flow Percentage and GOP.
Timeline
Hotel Manager
Hyatt Regency Princeton
03.2025 - Current
Acting General Manager
Hyatt Regency Princeton
10.2024 - 03.2025
Assistant General Manager
Hyatt Regency Princeton
11.2018 - 03.2025
Front Office Manager
Hyatt Regency Princeton
05.2017 - 11.2018
Sales Manager
Sheraton Bucks County Hotel
02.2016 - 04.2017
Taskforce Assistant – Room Division
Loews Regency Hotel
07.2015 - 07.2021
Assistant Front Office Manager
Loews Philadelphia Hotel
07.2014 - 02.2016
Star Service Supervisor
Loews Philadelphia Hotel
04.2013 - 07.2014
Front Desk Agent
Loews Philadelphia Hotel
06.2012 - 04.2013
Sales Coordinator
Sheraton Bucks County Hotel
01.2012 - 06.2012
Front Desk Supervisor
Sheraton Bucks County Hotel
01.2010 - 01.2012
Liberal Arts - Education
Bucks County Community College
Fairless Hills, Pa -
Conwell- Egan High School