Elizabeth Ann Ramos
Kamuela,HI
Summary
Proven leader in hospitality and banking sectors, notably with Marriott Resort & Spa, adept at staff management and issue resolution. Excelled in enhancing customer satisfaction and team performance through effective multitasking and shift scheduling. Demonstrated ability to improve operational efficiency and foster strong customer relationships by leveraging suggestive selling and reservation management skills. Productive Front Office Manager with excellent skills in customer service, office management and administrative support. Remains professional and tactful in all situations with focus on increasing satisfaction and retention. Versed in managing vendor and service provider relationships while maintaining meticulous records.
Overview
29
29
years of professional experience
Work History
Front Office Supervisor
Marriott Resort & Spa
04.2000 - Current
- Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
- Developed strong relationships with repeat customers through personalized service and attention to detail in meeting their n
- Promoted positive work environment by fostering teamwork among front office staff members.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Developed strong relationships with repeat customers through personalized service and attention to detail in meeting their needs.
- Maintained accurate financial records, including daily reports on sales transactions, cash drawer balances, and room charges.
- Achieved high-quality service by maintaining open communication channels among team members.
- Assisted guests with special requests, demonstrating excellent problem-solving skills and a commitment to customer satisfaction.
- Collaborated with housekeeping and maintenance teams to ensure room availability and quality standards were met.
- Coached employees through day-to-day work and complex problems.
- Coordinated with other departments to resolve any guest issues promptly, ensuring a seamless guest experience from arrival to departure.
- Created, prepared, and delivered reports to various departments.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Trained team members on new hotel services and products to support promotional efforts.
- Monitored front areas so that questions could be promptly addressed.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Bakery Clerk
Foodland Farms
10.2018 - 08.2019
- Checked expiration dates and rotated products to verify freshness and avoid spoilage.
- Balanced multiple tasks simultaneously during busy periods while still delivering exceptional customer service experiences.
- Prepared fresh baked goods daily, ensuring consistent high-quality products for customers.
- Arranged bakery displays to showcase baked goods, cakes, and pies to drive product sales.
- Maintained tidy and organized work area to comply with cleanliness standards.
- Ensured compliance with food safety regulations by maintaining a clean and organized workspace at all times.
- Assisted in inventory management by accurately tracking stock levels and promptly replenishing supplies as needed.
- Monitored counter and display inventory by replacing stock and requesting new products from kitchen to keep areas well-stocked for maximum sales.
- Collaborated with fellow bakery staff members to streamline production processes and improve overall efficiency.
- Recommended new bakery items to customers based on taste preferences, building rapport and boosting sales.
- Managed incoming bakery deliveries, verifying order accuracy and freshness of products upon arrival.
- Inspected goods to establish accurate pricing and labeling.
- Developed strong relationships with regular customers, fostering loyalty and repeat business for the bakery department.
- Maintained a visually appealing and well-stocked bakery display, leading to increased sales.
- Packaged customer purchases with care and strong organizational skills to facilitate easy carrying and prevent product shifting.
- Provided support in other departments during peak times or employee absences, demonstrating adaptability and a strong work ethic.
- Helped customers locate ideal menu items by listening to needs and recommending specific products or services.
- Promoted a positive work environment within the bakery team through open communication channels and constructive feedback mechanisms.
- Communicated effectively with store management regarding bakery operations, addressing potential issues proactively before they escalated into larger problems.
- Used utensils and equipment to portion, wrap and display bakery items.
- Enhanced customer satisfaction by providing excellent bakery product recommendations and answering product-related questions.
- Streamlined baking schedule to meet peak customer times, ensuring availability of fresh products throughout day.
- Improved efficiency by organizing storage area for easy access to frequently used ingredients and supplies.
- Enhanced store atmosphere with meticulous organization and cleanliness of bakery section, contributing to welcoming environment for customers.
- Engaged with customers to gather feedback on bakery products, using insights to guide future product development.
- Demonstrated proficiency in using bakery equipment safely and efficiently, minimizing downtime and accidents.
- Ensured freshness and quality of baked goods on display, leading to consistent customer compliments on product excellence.
- Managed inventory, reducing waste by closely monitoring sell-by dates and customer demand.
- Conducted regular quality checks, maintaining high standards and minimizing customer complaints.
- Implemented creative merchandising strategies, boosting visibility and appeal of bakery items.
- Addressed customer inquiries with knowledge and courtesy, building trust and enhancing shopping experience.
- Provided exceptional customer service by quickly and accurately fulfilling special orders, increasing repeat business.
- Fostered team-oriented environment by assisting coworkers during rush hours, maintaining high productivity levels.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Wrapped, boxed and weighed bakery department products.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Listened to customer needs and desires to identify and recommend optimal products.
- Prioritized helping customers over completing other routine tasks in store.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Recommended complementary purchases to customers, increasing revenue.
Supervisor
Romano Macaroni Grill
11.2008 - 12.2011
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Boosted team morale and performance, organizing regular training sessions and motivational meetings.
- Increased customer retention rates by implementing customer feedback into actionable improvements.
- Fostered culture of continuous improvement, encouraging team to suggest and implement process enhancements.
- Developed comprehensive training program for new hires, significantly reducing learning curve and integrating them into team quickly.
- Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.
- Maintained high safety standards to ensure secure workplace for all employees and visitors.
- Conducted thorough employee evaluations to identify areas for growth and development, leading to more skilled workforce.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Evaluated customer needs and feedback to drive product and service improvements.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
Branch Manager
Bank of Hawaii
02.1996 - 04.2000
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Enhanced staff competency with regular training sessions, boosting productivity levels across the branch operations.
- Consulted customers to boost product sales and services.
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Developed a high-performing team through targeted recruitment, training, and performance management initiatives.
- Reduced employee turnover by fostering a positive work environment and offering competitive compensation packages.
- Complied with regulatory guidelines and requirements.
- Examined customer loan applications for loan approvals and denials.
- Submitted loan applications to underwriter for verification and recommendation.
- Drove cross-selling efforts by collaborating with various departments within the organization to maximize revenues from existing clients.
- Ensured exceptional customer service, resolving issues swiftly to maintain trust and satisfaction.
- Pioneered adoption of mobile banking services, expanding customer access and convenience.
- Elevated staff morale and productivity by introducing system of rewards and recognition for outstanding performance.
- Cultivated lasting relationships with high-value clients, securing their loyalty through exceptional service and advice.
- Increased customer satisfaction with personalized banking solutions, tailoring services to meet individual financial goals.
- Oversaw daily branch operations, ensuring compliance with regulatory standards and maintaining operational integrity.
- Facilitated seamless integration of new financial products, broadening portfolio offered to clients.
- Streamlined loan processing procedures, significantly reducing approval times and improving customer experience.
- Complied with established internal controls and policies.
- Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
- Developed strategic plans for day-to-day financial operations.
- Established internal audit procedures to validate and improve accuracy of financial reporting.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Prepared internal and regulatory financial reports, balance sheets and income statements.
Education
Contract Management
Honolulu Community College
Honolulu, HI10.2019
Contracts Management
Diamond Head Community College
Honolulu, HI10.2004
High School Diploma -
Moanalua High School
Honolulu, HI06.1981
Skills
- Issue handling
- Shift Scheduling
- Staff Management
- Suggestive Selling
- Multitasking proficiency
- Reservation Management
- Front Desk Operations
- Decision-making capabilities
- Reservations assistance
- Staff Training and Development
- Data Entry
- Complaint Handling
- Staff Supervision
- Emergency Procedures
- Hotel information
- Concierge services
- Inquiry response
- Customer Service
- Listening Skills
- Hospitality services
- Effective Multitasking
- Employee Supervision
- Training and coaching
- Guest Relations
- Teamwork and Collaboration
- Problem-Solving
- Multitasking
- Organizational Skills
- Team Leadership
Timeline
Bakery Clerk
Foodland Farms
10.2018 - 08.2019
Supervisor
Romano Macaroni Grill
11.2008 - 12.2011
Front Office Supervisor
Marriott Resort & Spa
04.2000 - Current
Branch Manager
Bank of Hawaii
02.1996 - 04.2000
Contract Management
Honolulu Community College
Contracts Management
Diamond Head Community College
High School Diploma -
Moanalua High School