Gerald Plasencia
Miami,FL
Summary
Hospitality operations professional with comprehensive experience in front office leadership, rooms management, night audit, and guest services within full-service hotel environments. Proven ability to supervise teams, manage room inventory and VIP accommodations, resolve guest concerns, and ensure smooth daily operations, while maintaining brand standards and financial accuracy. Brings strong cross-department coordination skills, operational discipline, and bilingual (English/Spanish) communication, supported by a solid foundation in financial controls, and service-driven hospitality.
Overview
14
14
years of professional experience
Work History
Front Desk Supervisor
Hilton Miami Downtown
Miami, FL
09.2025 - Current
- Supervise daily front desk operations, ensuring efficient check-in/check-out and consistent delivery of Hilton brand standards
- Lead, coach, and support front desk agents; assign tasks, monitor performance, and resolve operational issues in real time
- Handle guest concerns, escalations, and service recovery to maintain high guest satisfaction and loyalty scores
- Train new hires on Hilton systems, policies, and customer service best practices
- Manage room assignments, upgrades, and availability using Hilton OnQ
- Balance cash drawers, process payments, and ensure accurate billing and reporting
- Coordinate with Housekeeping and Maintenance to resolve room readiness and facility issues promptly
- Enforce hotel policies, safety procedures, and service standards across all shifts
Rooms Controller & VIP Coordinator
Hilton Miami Downtown
Miami, FL
04.2022 - 09.2025
- Controlled daily room inventory and assignments using Hilton OnQ to optimize occupancy and operational efficiency
- Coordinated with Front Desk, Housekeeping, Reservations, Sales, and Revenue Management to align inventory with business and guest needs
- Managed VIP and Hilton Honors elite guest accommodations, ensuring personalized service and high satisfaction
- Analyzed inventory and occupancy reports, resolved discrepancies, and maintained accurate room status
- Prepared and delivered daily occupancy and availability reports to leadership
- Managed room inventory during sell-out dates and peak demand periods, minimizing overbookings and operational disruptions
Night Auditor
DoubleTree by Hilton Miami Airport & Convention Center
Miami, FL
08.2019 - 03.2022
- Managed nightly audit operations, including posting, auditing, and balancing daily financial transactions for Rooms and Food & Beverage outlets
- Reconciled cash drawers, cashier reports, and credit/debit card transactions; investigated and resolved discrepancies
- Closed daily hotel operations and prepared end-of-day financial and management reports
- Processed vendor invoices, posted payments, and supported account reconciliations
- Provided front desk support, including guest check-in/check-out, reservations, and resolution of guest concerns or emergencies
- Scheduled, trained, and supported team members while monitoring compliance with hotel standards
Rideshare Driver (Self-Employed)
Uber & Lyft
02.2018 - 08.2019
- Delivered professional, customer-focused transportation services while maintaining high rider ratings
- Communicated effectively with a diverse customer base in English and Spanish
- Assisted visitors and tourists with local recommendations and directions
Traffic & Logistics Clerk
Goya Foods Inc.
Prince George, VA
06.2017 - 01.2018
- Managed verbal and written communication in English and Spanish with drivers, vendors, and internal teams
- Entered and maintained accurate shipping and receiving data using Warehouse Management Systems
- Prepared and processed logistics documentation, including bills of lading, shipping orders, and invoices
- Coordinated pick-up and delivery routes to optimize efficiency and on-time performance
Automotive Sales Consultant
Strosnider Chevrolet, Inc.
03.2017 - 05.2017
- Assisted customers with vehicle selection, test drives, and product presentations
- Explained pricing, trade values, and financing basics while ensuring customer satisfaction
Automotive Sales Consultant
Crossroads Automotive Group, Inc.
09.2016 - 03.2017
- Managed customer leads using CRM systems and follow-up processes
- Conducted vehicle demonstrations and ensured compliance with dealership regulations
Accounting Manager
Diario La Costa C.A.
, Venezuela
10.2011 - 06.2016
- Oversaw accounts payable, accounts receivable, payroll, general ledger, and bank reconciliations
- Managed advertising and subscription billing, collections, and revenue tracking
- Prepared financial statements, budgets, and cash flow reports
- Ensured compliance with accounting standards and supervised administrative staff
Education
Bachelor's in Accounting -
Universidad Jose Antonio Paez
San Diego, Venezuela06-2011
Skills
- Guest Relations & Service Recovery
- Team Leadership & Staff Training
- Hilton OnQ PMS
- Room Inventory & Yield Management
- VIP & Honors Guest Coordination
- Cash Handling & Night Audit
- Revenue & Occupancy Reporting
- Interdepartmental Coordination (FD, HK, Maintenance, Sales)
- Policy Compliance & Brand Standards
- Conflict Resolution & Problem Solving
- Staff supervision
Languages
- English
- Spanish
Timeline
Front Desk Supervisor
Hilton Miami Downtown
09.2025 - Current
Rooms Controller & VIP Coordinator
Hilton Miami Downtown
04.2022 - 09.2025
Night Auditor
DoubleTree by Hilton Miami Airport & Convention Center
08.2019 - 03.2022
Rideshare Driver (Self-Employed)
Uber & Lyft
02.2018 - 08.2019
Traffic & Logistics Clerk
Goya Foods Inc.
06.2017 - 01.2018
Automotive Sales Consultant
Strosnider Chevrolet, Inc.
03.2017 - 05.2017
Automotive Sales Consultant
Crossroads Automotive Group, Inc.
09.2016 - 03.2017
Accounting Manager
Diario La Costa C.A.
10.2011 - 06.2016
Bachelor's in Accounting -
Universidad Jose Antonio Paez