Krysia Ramos
Rio Grande ,Puerto Rico
Summary
Results-driven Guest Service Manager with extensive experience leading front desk and guest services operations in fast-paced hospitality environments. Proven ability to manage and develop teams, deliver exceptional guest experiences, and resolve complex service issues with professionalism and efficiency. Highly proficient in PMS, MARSHA, MICROS, OPERA V5, Opera Cloud, OnQ and Lightspeed. strong organizational, interpersonal, and problem-solving skills. Committed to service excellence, operational efficiency, and continuous professional growth.
Overview
9
9
years of professional experience
Work History
Guest Services Manager
Wyndham Grand Rio Mar
Rio Grande, PR
12.2023 - Current
- Led daily front office operations including front desk, bell and command center.
- Ensured exceptional guest experiences by resolving escalated complaints and service recovery issues
- Assisted with onboarding, and performance evaluations for guest services staff.
- Improved Wyndham Rewards enrollment performance, moving the hotel from 7th to 2nd place in top enrollments
Front Office Supervisor
Hyatt Regency Grand Reserve
06.2022 - 12.2023
- Managed guest arrivals, departures, reservations, room statuses, and special requests with accuracy
- Resolved guest complaints and conflicts promptly, maintaining high satisfaction and loyalty
- Trained, coached, and mentored front desk staff to improve service quality and compliance
- Delivered exceptional customer service, contributing to guest satisfaction and hotel profitability
Assistant Guest Services Manager
St. Regis Bahia Beach Resort
Rio Grande, PR
11.2021 - 05.2022
- Assisted in leading and supervising the Butler Services department, ensuring seamless delivery of personalized experiences.
- Point of contact for high-profile and repeat guests, proactively anticipating needs and resolving concerns.
- Managed guest preferences and profiles to ensure consistent, personalized service throughout the stay
- Assisted in handling guest complaints and service recovery
Guest Services Supervisor
Walnut Creek Marriott
10.2020 - 07.2021
- Led, coach, monitor and develop guest services agents for improved performance
- Assisted quickly to all guest requests and guest complaints in a caring, friendly, professional manner, consistently followed up to ensure guest satisfaction that exceeded the standard.
Guest Services Agent
San Juan Marriott & Stellaris Casino
06.2019 - 12.2019
- Spirit to Serve Award recipient for exceptional service delivery and guest satisfaction
- Execute seamless check-in/check-out operations for a 527-rooms property, maintaining accuracy in Opera and MARSHA
- Proactively enhanced guest experiences through personalized service and attention to detail
- Successfully resolved guest concerns through effective service recovery.
Guest services Lead
Gaylord National Resort & Convention Center
09.2016 - 06.2019
- Exceptional managed of 5 front desk agents per shift, in 2000 rooms full service hotel using PMS
- Active engagement and hands-on assistance in all front office procedures
- Effectively solve problems that cross organizational boundaries including guest inquiries and complaints in a timely, friendly and efficient manner
- Managed accurate bookkeeping of important files and ran reports.
Education
BBA - Restaurant Management
University of Puerto Rico
Carolina, United States, PRSkills
- Staff Supervision & Coaching
- Training & Onboarding Programs
- Conflict Resolution & Escalation Management
- Professional Verbal & Written Communication
- Active Listening & Empathy
Timeline
Guest Services Manager
Wyndham Grand Rio Mar
12.2023 - Current
Front Office Supervisor
Hyatt Regency Grand Reserve
06.2022 - 12.2023
Assistant Guest Services Manager
St. Regis Bahia Beach Resort
11.2021 - 05.2022
Guest Services Supervisor
Walnut Creek Marriott
10.2020 - 07.2021
Guest Services Agent
San Juan Marriott & Stellaris Casino
06.2019 - 12.2019
Guest services Lead
Gaylord National Resort & Convention Center
09.2016 - 06.2019
BBA - Restaurant Management
University of Puerto Rico