Jose Ramirez
Springfield,Oregon
Summary
Driven Front Desk Agent highly skilled in managing reservations, telephone calls and customer inquiries. Poised with total commitment to guest satisfaction. Adept at multitasking and remembering customer details.
Overview
21
21
years of professional experience
Work History
Front Desk Receptionist
Hilton Garden Inn
12.2021 - Current
- Proudly celebrating 10 years with the Hilton brand, I’m a strong believer in Hilton’s culture and values. My decade-long journey reflects a deep commitment to hospitality excellence, guest satisfaction, and upholding the world-class standards that define Hilton.
- Most recently, I’ve taken on responsibilities in bartending and serving at Hilton’s on-site bar and restaurant, building on my guest service skills and deepening my cross-departmental experience.
- Managed group reservations effectively, providing smooth check-in experiences for large groups or corporate events.
- Assisted the sales department with managing group blocks, coordinating room allocations and ensuring accurate guest information to support seamless group stays.
- Trained new front desk staff on operational procedures and customer service standards.
- Established and maintained relationships with corporate clients, enhancing customer loyalty and retention.
Night Auditor
DoubbleTree By Hilton Phoenix North
01.2020 - 10.2021
- Set up and entered financial data into spreadsheets using Microsoft Excel.
- Performed nightly updates to room charges and rates.
- Balanced hotel accounts and resolved discrepancies.
- Verified deposits, rectified discrepancies and processed end-of-day paperwork using Micros & OnQ.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Updated customer accounts with add-on room charges, minibar use and room service bills.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
Front Desk Agent/Night Auditor
Hampton Inn By Hilton
10.2014 - 01.2020
- Exceptional concierge services; knowledge of hotel, local area & events/attractions.
- Requisition of market and front office supplies.
- Upselling room revenue and promoting sales related programs.
- Performed all Front Desk related functions including but not limited to checking guests in / out, maintaining guest records, cash handling, liquor sales.
- Took reservations over phone, in person and via computer for guests with 90-100% brand compliance audit score.
- Administrative management of Hilton's current digital platform.
- Efficiently resolved guest complaints and ensured that issues were addressed promptly.
- Increased customer service ratings through personable service.
- Ran reports detailing daily actions, including guest numbers, accounting expenses and income.
Front Desk Agent/Night Auditor
Residence Inn By Marriott
02.2010 - 10.2014
- Provided upscale customer service for extended stay guests.
- Trained and mentored staff on procedures, service standards and productivity strategies.
- Anticipated guests' needs and responded to all requests within reasonable amount of time.
- Responded to telephone, email, and in-person inquiries regarding reservations, hotel information and guest concerns.
- Reviewed daily financial statements and completed end-of-day paperwork using google docs/ M3/FOSSE with 100% accuracy.
- Collaborated with maintenance and housekeeping team members to handle guest requirements from check-in through check-out.
- Performed daily inventory for market and all market orders.
- Promoted local entertainment and sporting events and offered details to assist patrons.
- Maintained financial accuracy by collecting deposits, fees and payments.
Main Cashier
Maverick Country Store
02.2005 - 12.2009
- Requested official identification for liquor and tobacco purchases and verified details, consistently meeting strict legal standards of underage sales.
- Restocked, arranged and organized merchandise in front lanes to drive product sales.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Reviewed and resolved differences between accounting information and cash drawer.
- Educated customers on promotions to enhance sales.
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
- Mentored new team members on POS system operation, customer service strategies and sales goals.
Education
High School Diploma -
Kofa High School
Yuma, AZ05-2004
Skills
- Fluent in Spanish
- Proficient in Hilton OnQ/PEP, M3, Microsoft, Symphony
- Ability to think analytically and creatively
- Skilled fast-paced setting without supervision
- Streamlined guest arrival and departure procedures
- File management
- Automated telephone systems
- Hospitality service expertise
- Decision-making abilities
- Interpersonal communications
- Attention to detail and unparalleled dedication to a job well done, orient towards achieving targeted objectives
Timeline
Front Desk Receptionist
Hilton Garden Inn
12.2021 - Current
Night Auditor
DoubbleTree By Hilton Phoenix North
01.2020 - 10.2021
Front Desk Agent/Night Auditor
Hampton Inn By Hilton
10.2014 - 01.2020
Front Desk Agent/Night Auditor
Residence Inn By Marriott
02.2010 - 10.2014
Main Cashier
Maverick Country Store
02.2005 - 12.2009
High School Diploma -
Kofa High School