Waldy Alcantara Marrero
Brooklyn,NY
Summary
Respectful Front Desk Agent with extensive background in hospitality industry. Committed to creating memorable experiences for guests. Recognized for cordially answering phones, greeting guests and managing check-in and check-out processes. Motivated with talent for coordinating guest services. Proactive with history of managing multiple tasks in various areas with specialties in conflict resolution, team coordination and customer support. Highly organized, detail-oriented and thrives in fast-paced, intense environment.
Overview
27
27
years of professional experience
Work History
Housekeeping Manager PM.
Moxy Hotel
New York, NY
03.2024 - Current
- Developed and implemented housekeeping policies and procedures to ensure efficient operations.
- Supervised, trained, evaluated and scheduled staff of 20 housekeepers daily.
- Performed quality control inspections for guest rooms and public areas.
- Resolved customer complaints in a timely manner.
- Ensured compliance with safety regulations and health codes.
- Maintained accurate records of supplies and equipment inventory.
- Conducted regular meetings with housekeeping staff to discuss performance issues.
- Ordered cleaning supplies, linens, chemicals, amenities. as needed.
- Established cleaning standards for all departments within the hotel property.
- Identified opportunities for process improvements in order to increase efficiency and productivity of housekeeping services.
- Assisted in budget preparation related to labor costs, materials and supplies expenses..
- Created training programs for new hires including orientation sessions on hotel policies and procedures.
Front Desk Supervisor
Hilton Garden Inn Midtown East 52
Manhattan, NY
03.2023 - 03.2024
- Greeted and welcomed guests in a friendly, professional manner.
- Monitored the front desk staff to ensure proper customer service was provided.
- Provided support to guests with check-in and check-out procedures.
- Assisted guests with inquiries and requests.
- Resolved customer complaints promptly and efficiently.
- Maintained up-to-date knowledge of hotel services, features and local attractions and activities.
- Processed payments, cashiering duties and credit card transactions accurately.
- Performed administrative tasks such as filing documents, answering phone calls and emails.
- Coordinated room assignments by considering guest preferences and special requests whenever possible.
- Ensured that all safety regulations were followed at all times.
Front Desk Agent
Hilton Garden Inn Time Square South
Manhattan, NY
03.2022 - 03.2023
- Handled payment processing and provided customers with receipts and proper bills and change.
- Answered telephones and greeted visitors to assist, answer questions and direct.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Greeted incoming guests warmly, issued room keys and shared information on policies and amenities.
- Worked with housekeeping and maintenance staff to address and resolve building and room issues.
Housekeeping Supervisor
Hilton Garden Inn Midtown East 52
Manhattan, NY
01.2015 - 01.2021
- Supervised and supported housekeeping personnel to maximize quality of service and performance.
- Verified each completed room against standard plans to maintain consistency.
- Collaborated with front desk to respond promptly to guest requests and promote positive experience.
- Practiced safe work habits and wore protective safety equipment.
Sales Representative
Genesis Proterties Real State.
Brooklyn, NY
01.2014 - 01.2015
- Developed key customer relationships to increase sales.
- Answered product questions with up-to-date knowledge of sales and promotions.
- Placed orders and answered customer questions in-person, through email and over phone to maximize customer service.
- Developed customized sales techniques to successfully sell and upsell services to new and existing clients.
Production Asistant & Technical Editor
COLOR VISION CHANNEL 9
Dominican Republic
09.2011 - 01.2013
- Worked closely with graphic, photo and video teams to plan and produce compelling content.
- Managed multiple writing and editing assignments in dynamic environment within stated timelines.
- Provided editing, fact-checking and proofreading for various articles.
TV Production Assistant
ANTENA LATINA CHANNEL 7
DOMINICAN REPUBLIC
07.2008 - 01.2011
- Operated Adobe Photoshop and After Effects software to edit footage.
- Researched and pitched innovative story ideas and prepared scripts.
- Set up and operated cameras, teleprompters and audio mixing equipment.
- Scheduled meetings, maintained calendars and recorded notes during meetings and distributed to team.
Front Desk Agent
QUINTO CENTENARIO HOTEL
Dominican Republic
01.2004 - 01.2007
- Handled payment processing and provided customers with receipts and proper bills and change.
- Answered telephones and greeted visitors to assist, answer questions and direct.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Worked with housekeeping and maintenance staff to address and resolve building and room issues.
Front Desk Agent
EL EMBAJADOR HOTEL
Dominican Republic
01.2002 - 01.2004
- Handled payment processing and provided customers with receipts and proper bills and change.
- Answered telephones and greeted visitors to assist, answer questions and direct.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Worked with housekeeping and maintenance staff to address and resolve building and room issues.
Front Desk Agent
PLAZA NACO HOTEL
Dominican Republic
01.2000 - 01.2002
- Handled payment processing and provided customers with receipts and proper bills and change.
- Answered telephones and greeted visitors to assist, answer questions and direct.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Worked with housekeeping and maintenance staff to address and resolve building and room issues.
SHIFT MANAGER
Miami Subs Grill
Dominican Republic
01.1998 - 01.2000
- Managed daily cash intake by counting out registers and tabulating profits.
- Helped employees accomplish tasks during peak periods.
- Communicated with other shift managers to facilitate continuum of customer service.
- Coached employees on interactions with customers to drive exceptional service.
- Positioned skilled staff in key areas throughout shift to optimize department productivity.
- Coordinated shift workers for inventory receiving, auditing and restocking.
- Documented receipts, employee hours and inventory movement.
Education
BACHELOR - PHYSICAL SCIENCE AND MATHEMATICS
UNIVERSIDAD AUTÓNOMA OF SANTO DOMINGO
Skills
- Safety and Security Procedures
- Guest Amenities
- Credit and Cash Payments
- Computer Skills
- Basic Food Service
- Check In and Check Out Procedures
- Housekeeping Notification
- Teamwork and Collaboration
- Problem-Solving
- Decision Making
- Hotel Safe Deposits
- Room Assignment
- Online Bookings Management
- Payment Collection
- Account Balancing
- Customer Service
- Payment Processing
- Phone and Email Etiquette
- Nightly Audits
- Timesheet Management
- Schedule Coordinator
- QNQ System
- Opera System
Languages
English
Spanish
Timeline
Housekeeping Manager PM.
Moxy Hotel
03.2024 - Current
Front Desk Supervisor
Hilton Garden Inn Midtown East 52
03.2023 - 03.2024
Front Desk Agent
Hilton Garden Inn Time Square South
03.2022 - 03.2023
Housekeeping Supervisor
Hilton Garden Inn Midtown East 52
01.2015 - 01.2021
Sales Representative
Genesis Proterties Real State.
01.2014 - 01.2015
Production Asistant & Technical Editor
COLOR VISION CHANNEL 9
09.2011 - 01.2013
TV Production Assistant
ANTENA LATINA CHANNEL 7
07.2008 - 01.2011
Front Desk Agent
QUINTO CENTENARIO HOTEL
01.2004 - 01.2007
Front Desk Agent
EL EMBAJADOR HOTEL
01.2002 - 01.2004
Front Desk Agent
PLAZA NACO HOTEL
01.2000 - 01.2002
SHIFT MANAGER
Miami Subs Grill
01.1998 - 01.2000
BACHELOR - PHYSICAL SCIENCE AND MATHEMATICS
UNIVERSIDAD AUTÓNOMA OF SANTO DOMINGO
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