Zachary Walzer

Experience

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  Walt Disney World

  Jan 2016 - Mar 2016

  Guest Service Representative

  In this guest service representative position at Disney's Art of Animation Resort within the Disney College Program, I began my entrance into the hotel operations field.Introduction to rigorous brand standards, varied guest demographics and party mixes, guest retention and recovery best practices, combined with mixed associate dynamics and work environments lead to daily observation of operational methods from routine to extraordinary.

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  Marriott International

  Apr 2016 - Sept 2020

  At Westchester Marriott, I act as front line leader second to the front office manager, managing front desk, At Your Service, bell stand, and concierge associates.- As front office department purchaser, I have become skilled in purchase order creation, receiving, and payment (three-point matching with Pcard and check transmission) using HotShop. Using skills within the program and shrewd budgeting, I have maintained a low confirming PO average and championed savings of over $100,000 in 2019 within my department with skillful procurement.- I facilitated the core module "Leading Your Business Presence" at the Leadership in Motion conference for new and emerging leaders, November 2019 at Newark Liberty International Airport Marriott with the New York City region performance development management team.- I drive associate engagement and aim to manage one on one rather than as a group, remaining consistent but attune to the needs of each host.- Entering my position, mobile chat average response time was greater than 16 minutes. Through focus and collaboration with my team, MTD mobile chat response time was reduced to 3.5 minutes (within goal) in all months of Q4 2019 and chat response percentage increased to over 70% from below 20% YTD. YTD 2019 mobile chat average response time decreased from 16 minutes to less than 10 minutes driven by consistent MTD results.- Utilizing all available resources including Empower GXP, FSPMS, and careful talent selection, I maximize first contact resolution to minimize cases requiring intervention outside front office, increasing guest satisfaction and increasing efficiency by aiding increased core focus in other hotel departments.- Using information available and skillset acquired in management-leadership roles during labor transition at previous properties (from post-election stages through implementation and long-term operation), I confidently lead teams of varying work environments and minimize undue influence. Show less - I suggested and followed through on changes of the Micros ordering system for At Your Service, increasing efficiency of At Your Service when placing Fresh Bites orders. I suggested and followed through on the implementation of the automatic folio-sending system in FSPMS to ensure that guests could check out without interruption.- In several instances, I coordinated the acceptance of over 120 distressed airline rooms over the course of 2 nights, earning the hotel over $25,000 of additional revenue within 48 hours.- During the launch of Project Unicorn, I performed the first runs of the program to identify potential glitches and execute action plans to ensure the program was used to its full efficiency. This included collaboration with finance and accounting, front desk hosts, and executive leadership to ensure that the program is used appropriately to recover revenue otherwise lost through late cancellation.- Through time spent in varying rotations and shadowing opportunities with housekeeping, food and beverage, human resources, and event planning and operations departments, I have gained a global perspective of hotel operations and administration.- I engaged associates regularly to receive proactive feedback leading to meaningful change and less requirement for third-party mediation.- The position was performed concurrently with participation within and completion of Marriott's Voyage Leadership Development Program. My program was completed on April 8, 2019, over 2 months ahead of schedule. I then leveraged my wisdom as a program alumnus through Voyager mentoring. Show less As night auditor at the Orlando World Center Marriott, I ran all daily closing reports for the 2010 room resort, tracked inventory, printed daily arrivals from MARSHA and cleared exceptions, closed shifts and ensured amounts of cash dropped matched PMS input, coordinated with housekeeping to track out of inventory and discrepant rooms, blocked rooms as needed in absence of rooms control team, ran credit limit reports and began active measures to obtain sufficient continued lines of hotel guest credit, audited room rate variance and audited and posted room and tax and daily required postings such as parking, audited and processed Marriott Rewards certificate exceptions and certificates including redemption walk-ins, rectified market code/rate changes, balanced forward house accounts, posted guaranteed no-show charges, performed nightly folio adjustments such as promotional resort credits, and performed all guest service representative duties as required. Show less

  • Front Desk Manager

    Apr 2019 - Sept 2020

  • Room Operations Manager (Voyage)

    Jun 2018 - Mar 2019

  • Night Audit Supervisor

    Sept 2017 - May 2018

  • Night Auditor

    Apr 2016 - Aug 2017
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  Yale New Haven Health

  Feb 2021 - Apr 2021

  Patient Access Representative

  - I achieved working proficiency using EPIC within diagnostic imaging quickly to nearly immediately begin receiving incoming patient inquiries, easing strain on my team.- Supporting diagnostic imaging, I engage approximately 100 patients per day in a fast-paced environment, often assisting patients with time-sensitive requests and special needs.- I manage provider orders and radiologist protocol to ensure timely scheduling of patient appointments by proactively engaging with patient providers when discrepancies occur between order placement and radiologist protocol.- Using skills acquired with Marriott International, I successfully receive, place, and if necessary, route high volumes of calls in a one-stop call center environment. Show less

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  Aimbridge Hospitality

  Apr 2021 - Dec 2021

  Front Office Manager

  - Expanded team of two front desk agents to team of six front desk agents and night auditors through careful hiring and selection processes. Onboarded and trained each associate with a mentor-system at the front desk to ensure confidence among team members.- Held regular department meetings focusing on performance development topics such as service standards, elite benefits, and empowerment.- Utilized Marriott systems properly at this location to reduce customer care takeover rates from almost 100% to 0%.- Increased Guest Satisfaction Survey response rate from 64% to 100% MTD beginning in May 2021. Show less

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  Waterford Hotel Group

  Dec 2021 - now

  Courtyard Shelton- Went live with mobile key on property, leading team to achieve 94% mobile key sent rate within one month of rollout.- Recovered several thousand dollars in revenue otherwise lost through chargeback claims by knowledge and utilization of Marriott's chargeback guarantee, a privilege earned by exceeding mobile key standards and proper execution of procedures.- Led front office team to 100% mobile guest platform compliance, including compliance with cases closed within guest expectations, mobile chat response time, mobile key send rate, and pre-arrival planning review rate (achieving all 52 points for mobile journey on 2023 wave 2 BSA).- Facilitated department-level meetings with all hotel departments to educate on proper standards, encourage teamwork, and emphasize the importance of interdepartmental communication.- Worked in conjunction with property sales team to educate and train front office staff on proper funneling of event and overnight accommodation leads to the appropriate sales manager.- Used operational knowledge to perform "practice BSAs" on fellow Waterford properties to prepare them for authentic brand standard audit.- Led shadowing of inoming operations managers new with Waterford.- Facilitated multi-property level instruction seminars on features and usage of GXP as a recognized SME on GXP:Empower. - Performed accounting functions, facilitating proper cash handling to bank, and and performing balancing functions in ProfitSword web-based software.- Led hotel during top-to-bottom renovation, ensuring success through proper balancing of rooms, out of order provisioning, guest placement during work, and pre-arrival planning and communication.- Utilized GXP and Microsoft Office mail merge to create pre-arrival information emails highlighting specific offerings during the pandemic recovery process.- Performed on-property HR functions such as hiring and selection, I-9 verification, onboarding, training, coaching, and discipline. Show less

  • Operations Manager

    Aug 2024 - now

  • Operations Manager

    Dec 2021 - Aug 2024