Angélica Ramos

Helped customers through stressful times by giving expert help and building customized solutions for unique requirements. Maintained good call control to quickly uncover questions and keep call times low. Consistently maintained a high level of professionalism while interacting with customers across diverse industries and backgrounds. Promoted brand loyalty through genuine empathy for customers'' needs and personalized support experiences tailored to individual preferences. Documented caller information in delivery system to initiate standard responses based on particular needs. Contributed to positive company reviews by delivering exceptional support experiences to clients.

Supervised front desk operations, enabling guests to receive superior customer service from hotel staff.

Managed customer complaints and rectified issues to complete satisfaction. Mentored new staff on correct procedures, compliance requirements and performance strategies. Managed tasks and responsibilities for front office employees when the team was understaffed. Developed lasting relationships with guests that built loyalty and drove hotel revenue. Directed front desk operations with focus on hotel reputation, staff productivity and operational efficiency. Anticipated guest needs ahead of time and responded to requests efficiently. Hosted office meetings with staff to answer questions, resolve issues and keep employees informed of changes. Provided administrative support to coworkers, taking on additional tasks during high-volume periods. Maintained important files, running reports and delivering updates on occupancy and revenue. Facilitated successful front desk operations for high-volume hotel. Responded to guest reviews on TripAdvisor, Booking.com and other websites typically within 48 hours. Created and optimized employee schedules for shift coverage. Resolved guest complaints promptly and followed-up to verify restored satisfaction.

Monitor the coordination between the different departments to ensure smooth and efficient operations. Conduct assessments to review customer satisfaction and service recovery process. Establish communication channels to interact with customers in order to obtain their feedback and assist with the resolution of problems. Organize training programs to enhance the job skills and performance of staff. Schedule work shifts and tasks for staff according to their specialty. Set and adjust the rates for different services according to their quality level. Opens and closes shifts ensuring completion of assigned shift checklist and other duties. Runs and reviews critical information contained in room operations reports. Understands the functions of the front office & concierge/guest services operations. Communicates performance expectations employees in accordance with job descriptions for each position. Handles employee questions and concerns. Effectively schedules employees to business demands and tracks employee time and attendance.