AMANDA VALDES
White Plains,NY
Overview
13
13
years of professional experience
Work History
Assistant General Manager, Corporate Services
Doubletree by Hilton Times Square West
New York, NY
11.2025 - Current
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Developed and implemented strategies to increase sales and profitability.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
Director of Operations
Doubletree By Hilton Times Square West
New York, NY
02.2024 - 11.2025
- Managed day-to-day operations for the Front Office, Engineering and Housekeeping Departments.
- Oversaw multiple projects to update the establishment such as Connected Room with Guest Tek and updating to ULC keycards.
- Conducted performance reviews for direct reports, Chief Engineer & Director of Housekeeping, and provided feedback for improvement opportunities.
- Developed training programs for new employees as well as existing staff members, including video trainings.
- Monitored inventory levels ensuring sold out nights and the possibility of additional group rooms/nights.
- Worked with Department Managers to develop operational score goals to meet and exceed the Hilton brand standard.
- Conducted weekly inspections of the hotel's public areas and guest accommodations.
- Communicated clear and consistent messages regarding departmental goals to produce desired results.
- Participated in the hiring process by conducting interviews and making hiring decisions.
- Provided front desk management staff monthly trainings on handling various difficult guest service issues based on feedback.
Front Office Manager
Doubletree by Hilton Times Square West
New York, NY
11.2022 - 02.2024
- Developed effective departmental communication and information systems through the use of communication logs and department meetings.
- Trained and ensured all staff provided the highest level of service and recognized all Hilton Honors members.
- Increased our YTD Enrollment Rate from 2.1% to 13.5%.
- Focused on customer service and associate pride to increase customer satisfaction. Increased the Overall Experience/Stay Score and scored above QA metrics on the Stay Experience Platform.
- Created VIP arrival and amenities for guests with special occasions.
- Monitored monetary service recoveries and made adjustments within the operation as necessary.
- Led daily shift huddles communicating current events, occupancy, and arriving groups.
- Attended weekly resume meetings to ensure smooth check-in processing for upcoming groups.
- Served as President of Guest and Employee Relations on the CARE Committee. We were able to execute multiple activations such as Breakfast with Santa, Ornament Decorating, Scary Movie Night for Halloween, etc.
- Conducted staff performance evaluations to monitor progress and individual skills.
- Delegated work to staff, setting priorities and goals according to the Hilton standards.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Responsible for Accounts Payable making sure all invoices are paid in a timely fashion.
- Closed Guest Assistance Cases and responded back to Medallia SALT guest feedback and resolved complaints.
- Responsible for the Accounts Receivable. Maintained balances with all Direct Bill Accounts. Coordinated with Sales the status of all Direct Bill accounts and their balances.
Education
Bachelor of Technology - Hospitality Management
New York City College of Technology of The City University of New York
2017
Skills
- Operations management
- Analytical skills
- Risk management
- Labor cost controls
- Profit and loss
Timeline
Assistant General Manager, Corporate Services
Doubletree by Hilton Times Square West
11.2025 - Current
Director of Operations
Doubletree By Hilton Times Square West
02.2024 - 11.2025
Front Office Manager
Doubletree by Hilton Times Square West
11.2022 - 02.2024
Bachelor of Technology - Hospitality Management
New York City College of Technology of The City University of New York