Donovan Velez
Manhattan,NY
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability and exceptional interpersonal skills. Adapt at working effectively unsupervised and quickly mastering new skills.
Overview
9
9
years of professional experience
Work History
Night Audit Manager
Hyatt Grand Central
New York, NY
02.2022 - 01.2024
- Managed and coordinated the daily activities of front desk staff.
- Monitored and maintained accurate records of all transactions, including cash, credit cards and room charges.
- Performed nightly audit functions in a timely manner to ensure accuracy in reports.
- Conducted regular inspections of front desk operations to maintain quality service standards.
- Resolved customer complaints in a professional manner.
- Created weekly schedules for front desk staff according to occupancy levels.
- Reconciled shift balances and prepared financial summaries for management review.
- Assisted guests with check-in and check-out processes as needed.
- Responded promptly to guest inquiries regarding reservations or other matters related to their stay at the hotel.
- Generated detailed reports of daily transactions for accounting purposes.
- Provided support to other departments such as housekeeping, security, maintenance when necessary.
- Assisted in developing strategies aimed at increasing revenue from existing customers.
- Maintained an organized filing system for easy retrieval of documents related to night audit functions.
- Managed completion of planned audits, reviewed records and procedures for accuracy to accomplish objectives and appraised policies and plans under audit review.
- Collected and analyzed financial data to identify improvements for controls and compliance.
- Directed completion of planned audits, assessed records and procedures for accuracy to accomplish objectives and appraised policies and plans under audit review.
Rooms Operation Manager
The Dream Hotel Downtown
New York, NY
04.2018 - 02.2022
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Coached, mentored and trained team members in order to improve their job performance.
- Established processes to ensure efficient workflow throughout the organization.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Provided leadership during times of organizational change or crisis situations.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Implemented new technologies to streamline operations, reduce costs, and improve customer service.
- Trained employees on additional job positions to maintain coverage of roles.
- Monitored staff performance and addressed issues.
- Leveraged leadership skills to identify deficiencies and opportunities to improve policies, procedures and controls.
- Conducted quality, timely performance feedback and performance appraisals.
- Communicated company directives and programs to associates and ensured all follow-up items were completed accurately and timely.
- Minimized staff turnover through appropriate selection, orientation and training.
- Determined marketing strategies by reviewing operating and financial statements and departmental sales records.
- Accomplished financial objectives by forecasting requirements, scheduling expenditures and preparing annual budgets.
- Resolved customer inquiries and complaints requiring management-level escalation.
Front Office Manager
Crosby Street Hotel
New York, NY
05.2016 - 04.2018
- Responsible for managing the daily operations of the front office, including greeting guests, answering phone calls and emails.
- Provided leadership to ensure that all Front Office team members are delivering excellent customer service.
- Ensured compliance with hotel policies and procedures as well as local, state and federal regulations.
- Coordinated with other departments to ensure smooth running of the entire hotel operation.
- Assisted in recruiting, training, evaluating and developing staff members in order to maintain high standards of performance.
- Developed and implemented strategies to maximize guest satisfaction and optimize operational efficiency.
- Monitored front desk operations on a regular basis to identify areas for improvement or corrective action.
- Maintained accurate records of financial transactions such as cashiering activities, credit card charges.
- Managed inventory levels for supplies used at the front desk such as stationary items, key cards.
- Liaised with vendors like housekeeping department, security personnel regarding guest requests or concerns.
- Conducted regular meetings with staff members to discuss new initiatives or changes in existing processes.
- Performed administrative tasks such as filing paperwork, preparing reports or updating databases when needed.
- Provided support during events held at the hotel premises such as conferences or exhibitions hosted by clients.
- Established strong relationships with corporate clients in order to foster repeat business opportunities.
- Conducted transactions, confirming patient information and processing according to standard protocol.
- Recruited, trained and developed administrative team to support corporate growth and objectives.
Front Office Manager
Hotel Hugo
New York, NY
05.2015 - 05.2016
- Reviewed completed work to verify consistency, quality and conformance.
- Delegated work to staff, setting priorities and goals.
- Oversaw CRM updates and backups, report generation and troubleshooting requisition.
- Conducted staff performance evaluations to monitor progress and individual skills.
- Met budget targets and quality standards by proactively leading team members and monitoring operations.
- Assisted with interviewing job applicants by asking appropriate questions and offering insight and feedback.
- Conducted transactions, confirming patient information and processing according to standard protocol.
- Analyzed business performance data and forecasted business results for upper management.
- Assigned work and monitored performance of project personnel.
- Recruited and trained new employees to meet job requirements.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
Education
Bachelor of Arts - Bachelors in Art With A Focus in Graphic Design
Stony Brook University
Stony Brook, NY01-2018
Skills
- Auditing procedures
- Guest Relations
- Policy Enforcement
- Front Desk Management
- Performance Improvement
- Audit facilitation
- Risk Management
- Audit management
- Management Consulting
- Ethical standards
- Client Relationship Management
Languages
Spanish
Full Professional
Timeline
Night Audit Manager
Hyatt Grand Central
02.2022 - 01.2024
Rooms Operation Manager
The Dream Hotel Downtown
04.2018 - 02.2022
Front Office Manager
Crosby Street Hotel
05.2016 - 04.2018
Front Office Manager
Hotel Hugo
05.2015 - 05.2016
Bachelor of Arts - Bachelors in Art With A Focus in Graphic Design
Stony Brook University
Similar Profiles
Marcia HenryMarcia Henry
Room Attendant at Hyatt Grand CentralRoom Attendant at Hyatt Grand Central
Kenica S. SamuelKenica S. Samuel
Transient Sales Manager at Hyatt Grand Central New YorkTransient Sales Manager at Hyatt Grand Central New York
Ana GarciaAna Garcia
Housekeeping Room Attendant at Hyatt Grand Central New YorkHousekeeping Room Attendant at Hyatt Grand Central New York