Miguel Ramirez
Orlando,FL
Summary
Self-confident Guest Services Supervisor with 9+ years of experience in field. Offering comprehensive understanding of modern computer systems, creative, constructive management and exemplifying excellent customer service. Successful in delivering one-of-a-kind services to a hotel or hospitality industry.
Goal-oriented hospitality professional with focused and tenacious approach to meeting guest needs. Adept at completing frequent reviews and inspections to maintain polished team and exceptional quality standards.
Astute hospitality professional well-versed in guest relations, concierge services and conflict resolution. Offering 9+ years of experience in industry and passion for service excellence.
Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
10
10
years of professional experience
Work History
Guest Services Supervisor
Bag Check
02.2025 - Current
- Set and managed policies for concierge services and guest relations.
- Reviewed upcoming events and planned for expected challenges.
- Trained junior team members in customer service strategies and property policies.
- Supported team members by offering constructive feedback and coaching as needed.
- Created and delivered effective training materials and courses.
- Streamlined operational processes to maximize efficiency and customer satisfaction.
- Collaborated closely with other departments to meet guest needs and provide best possible experience.
- Monitored team performance to confirm customer service standards were consistently met.
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
- Maintained up-to-date knowledge of products and services offered.
- Led daily staff meetings to maintain continuity of service and quality standards.
- Developed and implemented promotional strategies to increase occupancy.
- Oversaw day-to-day operations of a 2880 room hotel with staff of about 10 employees per shift.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Evaluated and promptly resolved lodging facility operational issues.
- Fostered safe lodging environment with reliable and effective security services.
- Created and managed accurate occupancy forecasts and budgets.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
- Solicited and reviewed guest feedback and promptly resolved complaints.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Implemented successful strategies to increase customer satisfaction.
- Identified and responded to customer requests and concerns through email, online chat, and phone for both English and Spanish speaking customers.
- Utilized Spanish proficiency to build relationships with Spanish speaking customers.
- Actively listened to customers, handled concerns quickly.
- Met all call quality standards and daily quotas for first-call resolution.
- Identified and resolved discrepancies and errors in customer accounts.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Responded proactively and positively to rapid change.
- Cross-trained and provided backup support for organizational leadership.
- Delivered prompt service to prioritize customer needs.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Increased efficiency and team productivity by promoting operational best practices.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained staff on operating procedures and company services.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Trained new personnel regarding company operations, policies and services.
Luggage Supervisor
SP Plus Parking
11.2022 - 02.2025
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Developed effective improvement plans in alignment with goals and specifications.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Conducted regular reviews of operations and identified areas for improvement.
- Frequently inspected production area to verify proper equipment operation.
- Collected, arranged, and input information into database system.
- Educated staff on organizational mission and goals to help employees achieve success.
- 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.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Maintained database systems to track and analyze operational data.
- Gathered, organized and input information into digital database.
- Devised and implemented processes and procedures to streamline operations.
- Generated reports detailing findings and recommendations.
- Created and maintained detailed database to develop promotional sales.
- Cross-trained and provided backup support for organizational leadership.
- Responded proactively and positively to rapid change.
- Investigated and resolved accounting, service and delivery concerns.
- Delivered prompt service to prioritize customer needs.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Cross-trained and backed up other customer service managers.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Implemented and developed customer service training processes.
- Managed timely and effective replacement of damaged or missing products.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Increased efficiency and team productivity by promoting operational best practices.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained staff on operating procedures and company services.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests for products, services, and company information.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Trained new personnel regarding company operations, policies and services.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Sought ways to improve processes and services provided.
- Met customer call guidelines for service levels, handle time and productivity.
Game Host
HB Leisure
07.2021 - 08.2022
- Answered guest questions to provide fun game experience.
- Performed cash handling duties, provided change and balanced money at end of shift.
- Understood and demonstrated proper play of games to promote safety practices while opening, operating and closing venue.
- Explained and demonstrated games and attractions to assist guests.
- Monitored gaming activities in assigned area for gaming illegal actions or suspicious activities.
- Reported concerns, broken machines, and out-of-order games to supervisor.
- Welcomed and greeted customers, answered questions, and provided excellent customer service to contribute to memory-making experience.
- Maintained clean and safe work environment and monitored immediate area and surroundings for trash and debris.
- Promoted safety of visitors and mitigated liability risks by monitoring recreation areas, enforcing rules and safety policies.
- Supervised gameplay and monitored guests' actions to prevent theft.
- Delivered information and details of interest about facility to visitors.
- Trained new recreation attendants on safety procedures and customer service tactics.
- Cleaned rides and attractions to reduce spread of germs and bacteria.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Addressed customer needs and made product recommendations to increase sales.
- Restocked and organized merchandise in Games.
- Stocked, and displayed merchandise as required.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Handled cash with high accuracy and took care to check bills for fraud.
- Performed cash,and card transactions to complete customer purchases.
- Processed refunds and exchanges in accordance with company policy.
- Learned duties for various positions and provided backup at key times.
Luggage Dispatcher
Bags Inc.
03.2016 - 03.2020
- Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.
- Oversaw route and condition of field units to manage daily schedule and maintain organized shifts.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Analyzed customer feedback and provided solutions to improve customer service.
- Maintained updated and detailed records of calls in physical and electronic database.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Responded to customer requests for products, services, and company information.
- Promptly responded to inquiries and requests from prospective customers.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Trained new personnel regarding company operations, policies and services.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Sought ways to improve processes and services provided.
- Met customer call guidelines for service levels, handle time and productivity.
- Identified and responded to customer requests and concerns through email, online chat, and phone for both English and Spanish speaking customers.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Provided language translation services for customer service inquiries.
- Developed a deep understanding of customer service principles and customer service best practices.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Assisted in resolving customer complaints and grievances.
- Preserved accurate records of dispatched orders, deliveries and receipts.
- Utilized dispatch software to enter customer orders, deliveries and receipts.
- Scheduled deliveries and pickups according to customer needs.
Bellman
Bags Inc.
10.2015 - 03.2016
- Explained important features of guest rooms to travelers.
- Transferred luggage, bags, and other items from vehicles and main lobby to and from guest rooms with wheeled cart.
- Greeted arriving guests and assisted with luggage, sports equipment, and pets.
- Responded immediately to any guest requests or concerns and promptly resolved issues.
- Escorted guests to assigned rooms and transported luggage.
- Provided guests with information regarding hotel's amenities, local attractions, nightlife, dining options, museums, and concerts.
- Escorted guests to and from rooms and assisted with baggage.
- Straightened up common areas, removed trash and wiped down surfaces to maintain welcoming environment.
- Inspected luggage for damage prior to storage, reporting issues to patrons.
- Stored luggage for guests, retrieving baggage and items when notified.
- Operated hydraulic elevators and stair lifts to move luggage between floors.
- Assisted with loading and unloading of luggage from motor coaches and other vehicles.
- Trained and supervised new staff members on baggage handling procedures.
Education
High School Diploma -
Cypress Creek High School
Orlando, FL05-2015
Skills
- Labor control
- Guest accommodations
- Exceptional communication
- Guest relations
- Conflict management
- Improving processes
- Guest engagement strategies
- Customer service standards
- Verifying reservations
- Optimizing team performance
- Setting schedules
- Team management
- Strong leadership
- Team Training
- Operations management
- Implementing policies
- Generating reports
- Greeting customers
- Customer relationship management
- Bilingual in English and Spanish
Languages
English
Native or Bilingual
Spanish
Professional Working
Timeline
Guest Services Supervisor
Bag Check
02.2025 - Current
Luggage Supervisor
SP Plus Parking
11.2022 - 02.2025
Game Host
HB Leisure
07.2021 - 08.2022
Luggage Dispatcher
Bags Inc.
03.2016 - 03.2020
Bellman
Bags Inc.
10.2015 - 03.2016
High School Diploma -
Cypress Creek High School
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