Next up in our people spotlight series, we're heading to the US to learn about Facilities Manager Crystal Hernandez.

Tell us about yourself and your current role.

I’ve recently been promoted to Facilities Manager, working on a financial services client based in Houston, Texas. I have worked in property and facilities management for 13 years, and in my own time I enjoy crafting, cooking, and spending time with my husband and son.

Describe a typical day in your work life.

On my average day of work, I start the day off by checking my emails. This way, I can reply to clients and get everything organized at the start of the day. I then look over my to-do list and get started on the task that is my top priority. In the afternoons I focus on the more analytical aspects of my job; reviewing finances, collecting data, and conducting physical floor checks. I use specific software and Excel to record all this data. I compile it into a report and present it to the team, I find that this work helps me stay interested in what I'm doing.

How do you deal with pressure?

I have a phrase to 'kill with kindness and get it done', I do not let the negative get me down and find a solution. I’m a very organised person and prioritize my tasks to help me with my day.

Who have been your strongest influences in life?

Personally - my parents, they taught me there is nothing I cannot accomplish and do not forget who you are. Professionally – my former managers. I have been lucky in my career to have amazing line managers who have taken the time to help me grow, including the ones I had the pleasure to work with at Macro - Jennifer Havenar and John Bass.

What led you to your current career path?

I found this path when I decided to leave the education field. I was looking for a change and starting to work as a temporary employee in property management, then transitioned to facilities management.

What are you most proud of accomplishing?

I am proud of simplifying our internal processes to become more efficient, especially the accounts payable (AP) process. When I started working on this account, the internal AP was unorganized and processes were being duplicated by vendors and staff. I began by establishing controls and reduced the number of people who have access, utilized software to help track and manage invoices, encouraged vendors to submit invoices electronically through a dedicated portal and implemented regularly reviewing and updating vendor information to ensure compliance/accuracy.

What has been the biggest challenge for you to get where you are today?

The biggest challenge for me is being told the importance of degrees and certifications to move ahead. I know they can be valuable assets but they're not the only determining factors for success. I feel that my skills, experiences, and a strong work ethic are equally, if not more, important. I have focused on developing my skills, highlighting my accomplishments, and actively seeking opportunities to learn and grow. With a positive attitude and a commitment to self-improvement, I have overcome those challenges of not having the ideal degree or certification and will continue to achieve my career goals.

If you had a chance, what would you do differently?

It may sound cliché, but I wouldn’t do anything differently; every experience teaches you a lesson to learn and grow from.

What are the most important life lessons you’ve learned?

The most important life lessons learned is to know your worth and believe in yourself.

Share with me something about yourself that you want to improve?

I'd like to improve my level of confidence. I've had positive feedback from past supervisors about my demeanour when speaking with leads and clients, and I’d like to continue to build confidence in that area. I’d also love to progress to the next level in my FM career.

What do you enjoy most about your role at Macro?

I enjoy the team with whom I work with, I always have support and can reach out to anyone when needed, and as a business, I like that Macro really invests in their people. I have been given the opportunity to pursue the LEED and Ergonomic certification, I was able to receive my ISO14001 auditor certification, and maintained my IFMA membership.

How do you drive for a better way?

I look for the alternative and challenge the ‘normal’.

What has been your proudest achievement at Macro so far?

My proudest achievement at Macro so far is receiving 5 consecutive years of excellence on the Environmental Audit without issues for the client. I also received an award for my leadership and mentorship efforts from the client’s student intern program.

What motivates you every day?

My son and my faith are my biggest motivators; being a good role model for my child pushes me to work hard and make responsible decisions, while my faith teaches me the value of perseverance, to overcome challenges even when things get tough.

What skills do you need as a Facilities Manager?

A successful Facilities Manager requires the ability to manage maintenance operations, ensuring the smooth functioning of a facility while prioritizing safety and sustainability practices. You need a blended skillset including technical understanding, problem-solving, well-organized, and strong communion skills.