Nickolette Fernandez

Front Office Manager, Loews Royal Pacific Resort

Distinguished Leader in Operations – Front of House

Nickolette Fernandez is a dedicated hospitality professional recognized for exceptional leadership, resilience, and operational excellence at Loews Royal Pacific Resort. During a challenging hotel renovation period, she stepped into expanded leadership responsibilities, successfully overseeing both Concierge and Front Office operations while maintaining a strong focus on guest satisfaction and team morale. Her ability to lead through change while delivering consistent results has made her an invaluable asset to the property and her team.

Under her leadership, the Concierge team achieved an outstanding 96.97% shop score — the highest among all company properties. She also played a key role in achieving a 28-point increase in team engagement survey scores with 100% participation, one of the strongest improvements at the resort. In addition, she helped improve arrival experience scores year-over-year despite the operational challenges associated with the renovation and introduced enhancements to the Club Lounge experience, including allergy-friendly and vegetarian menu offerings and redesigned guest communications.

Known for her hands-on leadership style and genuine investment in her team’s success, Nickolette regularly hosts “Latte with a Leader” one-on-one meetings focused on coaching, recognition, and professional development. She has also supported broader Rooms Division responsibilities when needed, including preparing owner notes and reviewing financials to help achieve departmental and operational goals. Through her commitment to excellence, collaboration, and servant leadership, Nickolette continues to inspire those around her while elevating the guest experience at every opportunity.