Hugo Ramirez
Seattle,WA
Summary
Guest Services and Operations Manager with over 10 years of experience providing customer satisfaction. Flexible with the ability to learn and adapt quickly to new situations and procedures. Trusted to pass new knowledge to other staff members.
Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Aiming to continue to grow and develop the skills that are necessary to provide customer service that is of high quality and value.
Overview
9
9
years of professional experience
Work History
Guest Services/Operations Manager
Moxy Seattle Downtown/Stonebridge Companies
2023.01 - Current
- Implemented new menu that increased food revenue from an average of $1000 dollars per month, to an average of $9000 dollars per month. Revenue per occupied room increased from an average of $0.52 POR to an average of $3.5 POR.
- Met compliance standards for all metrics in GXP. Decreasing chat response time to an average of 8 minutes per chat and increasing mobile key delivery to over 80%.
- Established standards in staff service that increased our average staff service rating by 15 points from 2022 to 2023 and increased our average Intent to Recommend by over 10 points in 2023.
- Worked with Sales to host happy hour and networking events, continue to have open communication of opportunities to further grow our group sales and events.
Guest Service Manager
Residence Inn by Marriott/Stonebridge Companies
2020.01 - 2023.01
- Interviewed potential new hires and developed training procedures for our new guest service agents, breakfast attendants, and bartenders
- Oversaw daily operations for the front desk, breakfast area, and the bar
- Monitored guest feedback and implemented new procedures depending on where our guest services scores were not up to par
- Reviewed brand standards and ensured we were compliant
- Instructed staff on how to resolve guest issues, also handled payment and billing disputes
- Submitted payroll for the front desk and food & beverage departments
- Created and maintained Direct Bill accounts, sent out invoices, follow up phone calls and emails, and posted payments as I received them
- Created folders for each direct bill account and ensured they were kept up to date
- Assisted our sales department with banquet catering and event setups in our meeting rooms.
- Evaluated employee performance regularly, offering constructive feedback and coaching as needed to improve individual skill sets and overall team effectiveness.
- Assisted with guest check-in and check-out procedures, confirming that guests reach correct room.
Guest Services Agent/ Night Auditor
Courtyard by Marriott/Stonebridge Companies
2017.01 - 2020.01
- Assisted in the training of new hires which included guest service agents and supervisors, and a go to whenever new staff had questions.
- Manager on duty and only staff member on site overnight, first to respond in case of any incidents or emergencies and responsible for making decisions should any situation arise.
- Audited the closing shift reports of all front desk staff, submitted daily reports, organized files, and verified receipts; identified, researched, and corrected discrepancies.
- Received guest service training from Marriott professionals as preparation for being part of the opening team of this property.
- Processed up to 122 daily arrivals and departures, and ensured guests were completely satisfied.
- Covered bartending shifts and kitchen shifts at the bistro.
Information Desk/ Event Technician
Compton Union Building/Washington State University
2015.01 - 2017.01
- Provided general information about campus and surrounding area to over 12,000 daily visitors.
- Arranged event spaces based on detailed diagrams in accordance to the costumer
Education
Bachelor of Arts in Business Administration - Marketing and International Business
Washington State University
Pullman, WAAssociates of Arts & Sciences -
Columbia Basin College
Pasco, WASkills
- Adobe Suite
- Microsoft Office
- Bilingual – Fluent in Spanish
- Accounting
- Budget Management
- FOSSE
- Micros/EMC
- MGS/Empower/GXP (Marriott)
- Broadvine
- M3
Guest Services And Operations Management
Hugo Ramirez
Timeline
Guest Services/Operations Manager
Moxy Seattle Downtown/Stonebridge Companies
2023.01 - Current
Guest Service Manager
Residence Inn by Marriott/Stonebridge Companies
2020.01 - 2023.01
Guest Services Agent/ Night Auditor
Courtyard by Marriott/Stonebridge Companies
2017.01 - 2020.01
Information Desk/ Event Technician
Compton Union Building/Washington State University
2015.01 - 2017.01
Bachelor of Arts in Business Administration - Marketing and International Business
Washington State University
Associates of Arts & Sciences -
Columbia Basin College
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