Jessica Ramirez
Houston,TX
Summary
Proven leader in hospitality management, adept at elevating guest experiences and streamlining operations at Comfort Inn & Suites Hotel. Expert in customer service management and conflict resolution, achieving a significant increase in guest satisfaction. Skilled in staff training and inventory oversight, ensuring operational excellence and safety. Talented Front Desk Supervisor versed in solving range of daily issues with efficient and professional attitude. Adapts easily to changing demands and learns new information quickly. Accomplished leader and team manager. Driven Front Desk Agent highly skilled in managing reservations, telephone calls and customer inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication.
Overview
22
22
years of professional experience
Work History
Front Desk Manager
Comfort Inn & Suites Hotel
06.2018 - Current
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Prepared weekly employee work schedules to meet operational needs.
- Entered and updated sensitive customer information during check-ins and room changes.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Monitored hotel security, maintaining a safe environment for both guests and staff members.
- Prepared detailed reports on nightly activities for management review, highlighting any significant incidents or trends observed during shifts.
- Managed inventory control, ensuring the availability of necessary supplies for daily operations.
- Provided support in emergency situations following established protocols, ensuring guest and staff safety.
- Improved guest satisfaction by efficiently addressing and resolving concerns during overnight shifts.
- Resolved guest complaints effectively, fostering positive relationships between the hotel and its customers.
Night Auditor
Extended Stay America
01.2002 - 06.2015
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Kept accounts in balance and ran daily reports to verify totals.
Education
No Degree - Accounting
Preparatoria Polanco
Mexico09.1995
Skills
Customer Service
Check-in and Check-out Procedures
Problem-solving skills
Problem-Solving
Conflict Management
Customer service expertise
Leadership Qualities
Hospitality service expertise
Listening Skills
Hospitality services
Reception expertise
Time Management
Inventory Oversight
Staff Supervision
Front Desk Supplies Management
Customer Service Management
Guest Services
Employee Training
Staff Management
Training and mentoring
Team building and supervision
Conflict and issue documentation
Documentation And Reporting
Reservations Management
Office meetings
Coaching and Mentoring
Credit and cash payments
Team Training
Cash Handling
Registration
Timeline
Front Desk Manager
Comfort Inn & Suites Hotel
06.2018 - Current
Night Auditor
Extended Stay America
01.2002 - 06.2015
No Degree - Accounting
Preparatoria Polanco
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