Jonalyn Paduganao
Plainfield,USA
Summary
Resourceful professional with extensive experience in guest services, housekeeping, and food and beverage operations. Proven track record in enhancing customer satisfaction through effective problem-solving and communication. Strong leadership skills in managing housekeeping teams, ensuring quality control, and adhering to budget constraints. Achieved significant improvements in guest satisfaction ratings in high-end hotel environments.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Director of Housekeeping
The Algonquin Hotel Times Square
New York, NY
10.2021 - Current
- Managed staff effectively to enhance team performance and productivity.
- Oversaw operational budget, ensuring adherence to financial guidelines.
- Implemented quality assurance protocols to maintain high service standards.
- Monitored guest satisfaction metrics to identify areas for improvement.
- Administered budget management processes to optimize resource allocation.
- Facilitated communication with Union Local 6 to address workforce concerns.
- Handled department payroll duties, ensuring timely and accurate processing.
Operations Manager
Algonquin Hotel
New York, NY
10.2021 - Current
- Assist F&B, PBX and Bell Department if needed
- Opening and closing Housekeeping Department
- Assist Front Office in the absence of the Operations Manager FO
- Following up guest complaints, concerns via internally or via Marriott GXP and provide resolutions within ample time
- Responsible in a Housekeeping Department consist of 40 staff members
- Local 6 Union - Housekeeping Department
- Ability to perform and assist Team members and following Union Policies
- Responsible in scheduling, payroll, payroll edits, and approved vacation and Personal Time Off based on business
- Responsible in Housekeeping inventory, to ensure staff has the tool needed to perform their jobs and expectations
- Ability to place orders through BirchStreet with an approved vendor
- Assist in posting Marriott guests account for any Service Recovery issues
- Monitoring Marriott GXP to make sure it being responded in a timely manner
- Following up on a nightly Passed On from the overnight shift
- Ability to assist Accounting Department in any AR needs
- Re- Opening Team that was previously closed for 19 months from Marriott Manage to Highgate.
Front Office Manager
Minerals Hotel
Vernon, NJ
06.2021 - 09.2021
- Managing Front Office Team that consists of 15 Staff
- Responsible in scheduling, payroll, payroll edits, and approved vacations
- Assist Front Office in checking guests in and out of the hotel
- Assist in blocking guest rooms, group room etc
- Wedding blocks
- Post meeting room charges, guest room charges, F&B charges and Market items
- Communicate with Housekeeping Department to ensure rooms are ready in a timely manner for a 4pm check-in
- Blocking and checking in and out condo, timeshare reservations
- Assist in delivering Condo and Timeshare Engineering issues
- Preparing Group rooms reservations and Wedding Groups
- Following up on any guests' issues and concern with a proper resolution in a timely manner and expectations
- Ability to transfer reservation if sold out to our sister hotel Grand Cascades Vernon, NJ
- Lobby Ambassador
- Answering incoming and outgoing calls to a requested extension.
Hotel Manager
Greenparc
New York, NY
03.2021 - 06.2021
- Supporting job company's Hotel clients (housekeepers, houseman, Front of the House and maintenance services
- Responsible for the day-to-day delivery of the service, leading a team of a base Staff to deliver a world class experience ensuring of all our clients properties look their absolute best
- Responsible in site scheduling, assist in payroll, payroll edits to ensure staff are paid according to hours work
- Staff and property direct contact if any issues or concern regarding to productivity and if any assistance needed
- Responsible in distributing staff's paycheck for designated sites given
- Assist in hotel sites if needed to ensure the quality of service has been met
- On call Manager - Couple days a week to ensure if any property has callouts, and additional staff needed etc
- Housekeepers, houseman, engineering to provide property sites coverage
- Responsible in property interviews to Staff back of the house per Property needs
- Ability to travel from hotel to hotel to check daily housekeeping operations.
Hotel Night Auditor
RENAISSANCE NEWARK AIRPORT HOTEL
Elizabeth, NJ
10.2019 - 01.2021
- Check figures, postings and documents for accuracy
- Records, store, access and/or analyze computerized financial information
- Control and secure cash and cash equivalents for property according to cash handling policy and procedures
- Organize, secure, and maintain all files and records in accordance with document retention and confidentiality policies and procedures
- Prepare, maintain, and distribute statistical, financial, accounting, auditing, or payroll reports and tables
- Audit statistical, financial, accounting, auditing, or payroll reports and tables
- Audit and reconcile all revenue postings
- Maintain the company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager; maintain awareness of undesirable persons on property premises
- Ensure uniform and personal appearance are clean and professional;
- Maintain confidentiality of proprietary information; protect company assets; protect the privacy and security of guests and coworkers
- Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation
- Perform other reasonable job duties as requested by Supervisors.
Front Office Manager
LORD AND MORIS HOTEL
New York, NY
08.2018 - 03.2020
- Manage and supervises front office department to ensure efficient operations that provides level of service consistently exceeds
- Responsible in monitoring room inventory to avoid overselling
- Responsible in scheduling staff base on business needs
- TIMECO knowledgeable for property payroll
- Ability to delegate, performed, trained and educate staffs regarding Real Hospitality Group expectations
- Ability to control allocated hours to avoid overtime pay-out
- Lobby Ambassador
- Assist staff in checking guest's in and out of the hotel
- Following up guest's issues and concern and provide resolution
- Posting and processing credit card and cash transaction
- Perform night audit duties if needed.
Operations Manager
COURTYARD BY MARRIOTT MIDTOWN EAST
10.2017 - 07.2018
- Supervised and managed 323 hotel rooms, overseeing front office and Food and Beverage operations
- Also assisting housekeeping department in breaking down housekeeping boards, assigning rooms, updating room status if needed
- Property operates as a full-service hotel with high volume occupancy due to shares same building with
- MSK outpatient service
- Responsible in posting baggage handling, scheduling, payroll, pay-out baggage to make sure numbers were accurate
- Market and beverage inventory, assist servers in cleaning and serving food to the guest
- Ability to control and close out room inventory due to overselling status
- Conduct department daily meeting and go over guest feedback, follow-up and resolutions, department projects (preventative maintenance, sell out forecast, MOD coverage at all shifts
- Assist Staff in checking guests in and out of the hotel
- Processing and posts credit cards, cash charges on guest accounts and any adjustment needed on a daily basis
- Lobby Ambassador
- Ensuring Staff are following Marriott Standards
- Assist Housekeeping Team if needed to make sure all rooms are clean and ready prior to guest's arrivals and standard check-in
- Follow-up guest's issues and concerns internally or via GXP within ample time.
Front Office Manager
FAIRFIELD INN & SUITES FINANCIAL DISTRICT
08.2016 - 10.2017
- Oversee and manage the Front Office department to ensure efficient operations and impeccable guest care, helping to achieve profit goals
- Attend to guest and group special needs and solve challenging problems with confident and graciousness
- Skillfully manage Front Office by creating an environment where motivated people want to join, learn, do their best and advance
- Lead a diverse team by modelling the way, by empowering, and coaching throughout the employment life cycle
- Keep a pulse on daily revenue and expensive to minimize loss, manage expenses and maximize profit
- Responsible in scheduling, payroll and approving staff's vacations.
Front Office Supervisor
FAIRFIELD INN & SUITES TIME SQUARE
New York, NY
05.2015 - 08.2016
- In charge of 8 Agents under my supervision
- Communicate with the staffs pertaining to hotel operations
- Checking hotel availability, check group arrivals, blocking guest rooms, assigning rooms
- Follow-up any guest's issues that needs manager's immediate attention
- Checking rate variances and balancing house inventory
- Checking revenue report by hotel occupancy
- Making sure all third-party reservations payment is posted
- Assist Staff in checking guest in and out of the hotel
- Assist bell attendant for luggage retrieval and valet guest vehicle
- Ensuring the quality of customer service is being provided by guest expectations
- Lobby Ambassador
- Assist in Guest room inspections if there's any discrepancies
- Assigning guest rooms base on status and requests
- Ensuring Staff acknowledges all Marriott Elite Members and always offer an additional assistance.
Bistro Attendant / Front Office
COURTYARD BY MARRIOTT MIDTOWN EAST
Jersey City, NJ
02.2010 - 06.2014
- Accountable for the proper preparation of hot and cold beverages
- Responsible for maintaining a clean and safe work environment
- Attends to proper cash handling
- Maintains established food cost and safe handling practices
- Maintains proper setup of foods for continuous basis
- Responsible for inventory, ordering and meeting monthly budget in the department
- Assists front office in covering shifts if needed for a call-out or vacation situations
- Ability to make specialty coffee Starbucks
- Ability to serve wine and alcohol
- Inventory etc
- Liquor, food, and dry goods supplies needed for the F&B operations
- Open and close bistro on a nightly basis.
Sales Coordinator
COURTYARD BY MARRIOTT
Paramus, NJ
04.2008 - 03.2009
- Assists the Director in Sales Operations including reserving meetings and conferences, coordinating with wedding groups, general administrative functions and arranging sales blitzes and giveaways
- Responding to walk-ins and email inquiries on room accommodations and rates quotes
- Assisting in setting up rooms for meetings, post meetings and beverages charges
- Provides excellent customer service to ensure good quality meetings and events
- Hotel Opening Team
- Ability to perform, train others in different departments
- Ensuring staff is being provided a proper training to perform their duties
- Post and process banquets and meeting room charges
- Checking guest in and out
- Checking Groups and Meeting rooms in and out
- Assist in blocking rooms for Group Arrivals
- Follow-up Groups and Meeting rooms reservation with their specials request via phone or email.
Guest Service Representative
COURTYARD BY MARRIOTT MIDTOWN EAST
Basking Ridge, NJ
08.2006 - 03.2008
- Respond efficiently to guests, supervisors or management's request
- Possesses knowledge in reservation and billing system
- Maintains and controls inventory and availability
- Possesses knowledge in hotel products, rates, special programs and emergency procedures
- Handles accounting department like charges, receipts, posting charges to guests' accounts and other forms of credits
- Completes cashier reports, prepares deposit and counts cashier bank
- Answering incoming and outgoing calls and transfer to a designated extension
- Following up guest requests and complaints
- Set up guests wake up calls if requested
- Assist guests in making a reservation internally or to central reservation.
Education
High School Diploma -
MISAMIS TECHNICAL HIGH SCHOOL
Philippines06-1996
Associate - Hospitality Management
LA SALLE UNIVERSITY
PhilippinesCERTIFICATE - HOSPITALITY AND TOURISM MANAGEMENT
FLORIDA ATLANTIC UNIVERSITY
Boca Raton, FLSkills
- Creative problem solving
- Effective communication
- Assertiveness
- Optimism
- FOSSE certification
- Micros proficiency
- Room inventory management
- Ordering management
- Hands-on support
- Task prioritization
- Self-discipline
- Auditing skills
- Guest services expertise
- Night audit proficiency
- PMS: Marsha experience
- Staff management
- Payroll administration
- Inventory oversight
- Guest satisfaction strategies
- Budget management skills
- Union communication strategies
- Staff scheduling
- Operational efficiency practices
- Service recovery techniques
- Time management skills
- Health and safety compliance expertise
- Team leadership
Certification
Certified Food Safety Manager, 01/01/18, 01/31/23
Awards
TCS NYC Marathon Finisher, 11/01/18
Languages
- English, Expert
- Tagalog, Expert
Affiliations
- Active New York Road Runners Member since 2017 - current
- Active participants for American Cancer Society Making a Stride for Breast Cancer NYC since 2022 - current
Timeline
Director of Housekeeping
The Algonquin Hotel Times Square
10.2021 - Current
Operations Manager
Algonquin Hotel
10.2021 - Current
Front Office Manager
Minerals Hotel
06.2021 - 09.2021
Hotel Manager
Greenparc
03.2021 - 06.2021
Hotel Night Auditor
RENAISSANCE NEWARK AIRPORT HOTEL
10.2019 - 01.2021
Front Office Manager
LORD AND MORIS HOTEL
08.2018 - 03.2020
Operations Manager
COURTYARD BY MARRIOTT MIDTOWN EAST
10.2017 - 07.2018
Front Office Manager
FAIRFIELD INN & SUITES FINANCIAL DISTRICT
08.2016 - 10.2017
Front Office Supervisor
FAIRFIELD INN & SUITES TIME SQUARE
05.2015 - 08.2016
Bistro Attendant / Front Office
COURTYARD BY MARRIOTT MIDTOWN EAST
02.2010 - 06.2014
Sales Coordinator
COURTYARD BY MARRIOTT
04.2008 - 03.2009
Guest Service Representative
COURTYARD BY MARRIOTT MIDTOWN EAST
08.2006 - 03.2008
High School Diploma -
MISAMIS TECHNICAL HIGH SCHOOL
Associate - Hospitality Management
LA SALLE UNIVERSITY
CERTIFICATE - HOSPITALITY AND TOURISM MANAGEMENT
FLORIDA ATLANTIC UNIVERSITY
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