Melvin Rutaquio
Spring Valley,USA
Summary
Dynamic hospitality professional with a strong service-oriented mindset and a proven track record of excellence in leadership and team roles. Committed to delivering exceptional guest experiences through hard work and dedication while effectively collaborating with diverse teams in both management and union environments. Proactive in problem-solving and passionate about fostering positive workplace relationships. Prepared to enhance operational efficiency and elevate service standards in any setting.
Overview
29
29
years of professional experience
Work History
Guest Relations & VIP Agent
JW Marriott Essex House New York
New York, NY
12.2024 - 12.2025
- Liaison to different departments such as Front Desk, Housekeeping, F&B and Bell desk. Ensure VIP guests are properly greeted upon arrival. Provides upscale guest services experiences throughout their stay. Responding to guests' needs and anticipating their unstated concerns. Manages the Executive Lounge and makes sure Bonvoy Platinum, Titanium and Ambassador guests are greeted and thanking them for their loyalty.
Rooms Controller
JW Marriott Essex House New York
New York, NY
05.2024 - 12.2024
- Acts as a central hub for room allocations, inventory management. Ensure that when guests arrive that all details such as room type, location and other special need requests are handled accordingly. Communicate and coordinate with other departments such Housekeeping, Engineering, Front Desk to ensure room readiness and manages out of order status for maintenance.
Guest Experience Expert Night Auditor
Coronado Island Marriott Resort & Spa
Coronado, CA
10.2023 - 05.2024
- Primarily balancing the accounts from the day shift. Running the Front Desk while also closing the books for the day, producing reports and setting up the morning and evening teams for success.
Guest Relations & VIP Agent
JW Marriott Essex House New York
New York, NY
10.2022 - 08.2023
- Liaison to different departments such as Front Desk, Housekeeping, F&B and Bell desk. Ensure VIP guests are properly greeted upon arrival. Provides upscale guest services experiences throughout their stay. Responding to guests' needs and anticipating their unstated concerns. Manages the Executive Lounge and makes sure Bonvoy Platinum, Titanium and Ambassador guests are greeted and thanking them for their loyalty.
Guest Services Agent
JW Marriott Essex House New York
New York, NY
09.2012 - 10.2022
- Performs all related tasks related to Front Office such as handling of financial duties responsibly, supplying guests with directions and information regarding property amenities and hours of operations and local areas and activities. Provides quality and genuine service by responding to guests and team members promptly, efficiently and courteously.
Front Desk Agent
Jumeirah Essex House New York
New York, NY
07.2009 - 09.2012
- Performs all Front Office assigned functions, preparing and executing the Jumeirah way to guests such as check in, check out, guest profile management, cashiering and liaison between departments.
Moonlight Welcome Desk Manager
W Scottsdale Hotel & Residences
Scottsdale, AZ
08.2008 - 01.2009
- Oversees the nightly operations of the Welcome Desk and Night Audit staff. Act as a Manager on Duty for guest and other hotel departments such as Whatever/Whenever during graveyard shift. Performed Front Desk Agent duties, address guests problems/complaints or requests in a very friendly and professional manner. Ensures that all matters are resolved or addressed with the proper department head so that they can be resolved.
Front Desk Manager
The Westin New York
New York, NY
07.2006 - 06.2007
- Responsible for Front Desk daily operations and supervision of related Front Office areas including Concierge. Position directs and works with associates to carry out guest arrival and departure. Strives to ensure guest and associate satisfaction and achieve operating budget.
Guest Services Agent
The Westin New York
New York, NY
09.2003 - 07.2006
- Greet and welcome guests upon arrival. Register guests into the computer, verifying registration, address, and credit information.
- Promote the Starwood Preferred Guest program and provide recognition and benefits to all present members. Accepts payments for guest accounts both at time of check-in and check-out, maintain a house bank and make deposit and accurate report receipts daily, cash cheques and exchange currency for guests if applicable.
Front Desk Supervisor
Bethesda Marriott Hotel
Bethesda, MD
11.2002 - 05.2003
- Provided training to associates with regards to Front Office daily operations and standard procedures. Conducted daily stand up meetings in Front Office that provide a general overview of the hotel’s room forecast and group events and other office internal concerns.
- Blocked off rooms for arriving guests with special attention to VIP’s and other guest preference. The task includes ensuring amenities are made ready upon guest arrival. Ensured smooth check-in and check-out on each designated shift. Supervised all Front Desk operations in the absence of the Front Desk Managers.
- (415 business hotel)
Night Audit Supervisor / At Your Service Associate
Bethesda Marriott Hotel
11.2001 - 11.2002
- Registered guests, assign and maintain accurate room status information, monitor guest accounts and credit limits.
- Manager on duty, verifies posted entries to guest and non-guest accounts then processing of guest charge vouchers and credit card vouchers before transferring to master accounts. Tracked room revenues, occupancy percentage and other Front Office statistics. Prepared summary of cash, checks and other credit card activities for management.
- Answering all internal and external phone calls, giving out information, directions and recommendations with regards to the hotel and making sure calls are connected to the proper department or hotel associate.
- Taking In-room dining orders, dispatching calls to the Housekeeping runner, making sure guests get their request by calling their room. Other duties include arranging wake up calls, lost and found items are properly sealed, stored and labeled and responsible for the release if there’s any claim.
Group Coordinator
The Manila Hotel
Manila, Philippines
02.2000 - 11.2001
- Assisted the section secretary in the preparation of group allotment forms, group orders and ensured all concerned departments are aware of reservations and subsequent revisions thereafter.
- Ensured that all requirements from the travel agency regarding any group is properly handled and that all information, deposit or voucher (whenever applicable) is collected. Prepared the keys, meal coupons, check-in area to guarantee a smooth check-in. In the absence of a Tour leader, acts as a central coordinator handling movements/requirements of inconvenienced groups.
- Coordinated closely with Food & Beverage personnel on meal arrangements, Cashiers and Credit with any billing problem; monitor actual meal schedules. Handles assigned crew layover movements and monitors coverage done by other sections.
Front Desk Supervisor/ Shift Leader
The Manila Hotel
Manila, Philippines
09.1996 - 11.2001
- Sells, registers and assigns rooms to incoming guests. Sees to it that registration cards are properly accomplished and house policies are read and agreed to by guest as signified by guest’s signature. Blocked off rooms for confirmed reservation, takes note of reservation details such as floor request, view, type of room. Prepared room status discrepancies noted between the front Office and Housekeeping department’s report. Handled guests messages, parcels and packages both incoming and outgoing. Accomplishes and maintains required reports and records including “actual vs. forecast”.
Education
Bachelor of Science - Tourism
San Sebastian College-Recoletos
Manila, Philippines05-1996
Skills
- Problem-solving skills
- Positive attitude
- Customer service and care
- Problem-solving
- Self reliant
- Adaptability & flexibility
- Great team member
- Great attention to detail
- Empathetic
Accomplishments
Forbes Travel Guide Training 2024 & 2025
JW Marriott Essex House New York Big Apple Star 2019
JW Marriott Essex House New York Associate of the Quarter, 1
st Quarter of 2016
Part of the Management Opening Team of W Scottsdale Hotel & Residences, August 2008
Brand Training for Starwood Properties Management Team, Westin Times Square NY 2006
Behavioral Interview Training, Westin Times Square 2006
Westin New York Times Square Associate of the Quarter Nominee 1
st Quarter of 2005
Supervisor Development Training, Marriott International 2002
Recipient of The Spirit to Serve Award, Bethesda Marriott 2002
Recipient of The Guest Service Award, Bethesda Marriott 2002
Timeline
Guest Relations & VIP Agent
JW Marriott Essex House New York
12.2024 - 12.2025
Rooms Controller
JW Marriott Essex House New York
05.2024 - 12.2024
Guest Experience Expert Night Auditor
Coronado Island Marriott Resort & Spa
10.2023 - 05.2024
Guest Relations & VIP Agent
JW Marriott Essex House New York
10.2022 - 08.2023
Guest Services Agent
JW Marriott Essex House New York
09.2012 - 10.2022
Front Desk Agent
Jumeirah Essex House New York
07.2009 - 09.2012
Moonlight Welcome Desk Manager
W Scottsdale Hotel & Residences
08.2008 - 01.2009
Front Desk Manager
The Westin New York
07.2006 - 06.2007
Guest Services Agent
The Westin New York
09.2003 - 07.2006
Front Desk Supervisor
Bethesda Marriott Hotel
11.2002 - 05.2003
Night Audit Supervisor / At Your Service Associate
Bethesda Marriott Hotel
11.2001 - 11.2002
Group Coordinator
The Manila Hotel
02.2000 - 11.2001
Front Desk Supervisor/ Shift Leader
The Manila Hotel
09.1996 - 11.2001
Bachelor of Science - Tourism
San Sebastian College-Recoletos
Awards
Forbes Travel Guide Training 2024 & 2025, JW Marriott Essex House New York Big Apple Star 2019, JW Marriott Essex House New York Associate of the Quarter, 1st Quarter of 2016, Part of the Management Opening Team of W Scottsdale Hotel & Residences, August 2008, Brand Training for Starwood Properties Management Team, Westin Times Square NY 2006, Behavioral Interview Training, Westin Times Square 2006, Westin New York Times Square Associate of the Quarter Nominee 1st Quarter of 2005, Supervisor Development Training, Marriott International 2002, Recipient of The Spirit to Serve Award, Bethesda Marriott 2002, Recipient of The Guest Service Award, Bethesda Marriott 2002