AMANDA VALDES
Bridgeport,CT
Overview
8
8
years of professional experience
Work History
Director of Operations
Doubletree By Hilton Times Square West
New York, NY
02.2024 - Current
- 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.
Team Lead
M7 Transportation
West Haven, CT
09.2020 - 03.2022
- Monitored dispatch board and adjusted call priorities regularly based on caller needs.
- Reported delays, accidents or other traffic and transportation situations.
- Reviewed routes, daily traffic and weather conditions to adjust plans, meeting daily requirements and service needs.
- Complied with company policies, objectives and communication goals.
- Provided ongoing training to address staff needs. Solved problems, handled escalated issues and mitigated risks.
- Fostered positive employee relationships through communication, training and development coaching.
- Sent daily reports based on the shifts operations including vehicle accidents, fare evasions, and complaint resolutions.
Event Host
Manny Cantor Center
New York, NY
02.2019 - 07.2020
- Met and greeted clients and guests
- Maintained close communication with clients to mitigate service issues.
- Managed catering services, audio-visual services and housekeepers.
- Communicated event timelines to stakeholders for on-time event execution.
- Performed walk-throughs during service to monitor guest satisfaction and advise serving and bussing staff of specific guest needs.
- Accommodated guests with children and special needs to promote comfortable dining experience.
Facility Manager
LAZ Parking
New York, NY
01.2019 - 07.2020
- Assisted with the opening of 4 locations including 2 new business developments in New York Scouted new locations and potential business opportunities.
- Scouted for potential new locations and potential business opportunities.
- Managed and directed facility staff of 16, including assignment delegation and timely completion.
- Oversaw training and daily performance of 8 staff members.
- Inspected equipment, facility grounds, external building structure, and systems on a daily, weekly, & monthly basis.
- Handled supply purchases and inventory management for office operations and equipment maintenance.
- Supported top talent identification processes by interviewing candidates and executing all HR steps, including on-boarding, orientation and benefits.
- Recorded revenue on a daily, weekly, monthly, & annual basis
Events Coordinator
Arlo SoHo
New York, NY
04.2018 - 01.2019
- Grew revenues $1.8 million in 2018 by closing on leads generated from special events.
- Coordinated vendors, timelines and budgets for events.
- Designed and maintained spreadsheets documenting vendor, facility and guest information. Assessed events planning services and related costs.
- Managed catering services, audio-visual services and housekeepers.
- Managed event logistics, including venue scheduling, accommodations & menu and beverage offerings.
- Directed servers, bartenders, cooks & housekeepers for events.
- Effectively communicated with guests via email, phone, and in person
- Designed floor plans for event spaces. Administered contracts, collected fees and booked venues for events.
Operations Manager
Courtyard By Marriot World Trade Center
New York, NY
08.2016 - 04.2018
- Directly oversaw front office, food & beverage, bellman departments
- Conducted staff performance evaluations to monitor progress and individual skills.
- Managed financial budgets while achieving sales and profit targets
- Recruited, trained, and retrained all new employees to ensure proper company guidelines and policies are maintained
- Cultivated long-lasting relationships with business travelers ensuring contract renewals with the Sales team/department
- Resolved guest complaints and replied to comments
- Provided end-of-month audits to upper management as required
- Lead and attended weekly meetings to address internal and external challenges
Education
Bachelor of Technology - Hospitality Management
New York City College of Technology of The City University of New York
2017
Skills
- Highly organized, detail oriented
- Great time management
- Team leadership
- FOSSE
- OPERA
- Choice Advantage
- Lightspeed
- OnQ
Timeline
Director of Operations
Doubletree By Hilton Times Square West
02.2024 - Current
Front Office Manager
Doubletree by Hilton Times Square West
11.2022 - 02.2024
Team Lead
M7 Transportation
09.2020 - 03.2022
Event Host
Manny Cantor Center
02.2019 - 07.2020
Facility Manager
LAZ Parking
01.2019 - 07.2020
Events Coordinator
Arlo SoHo
04.2018 - 01.2019
Operations Manager
Courtyard By Marriot World Trade Center
08.2016 - 04.2018
Bachelor of Technology - Hospitality Management
New York City College of Technology of The City University of New York
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