Rachel Ramos
Guest Service
Tustin,CA
Summary
Results-driven professional focused on delivering exceptional support for guest needs. Successfully manages concerns and resolves conflicts to maximize guest satisfaction. Offers strong background in guest relations and communication.
Overview
8
8
years of professional experience
Work History
Front Desk Agent
Westin Anaheim Resort
Anaheim, CA
01.2022 - Current
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Used internal software to process reservations, check-ins and check-outs.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment and shopping activities.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Answered customer telephone calls promptly and appropriately handled needs.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
Housekeeping Supervisor
Marriott Costa Mesa
Costa Mesa, CA
02.2019 - 12.2021
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Trained and mentored all new personnel to maximize quality of service and performance.
- Communicated repair needs to maintenance staff.
- Placed orders for housekeeping supplies and guest toiletries.
- Completed schedules, shift reports and other business documentation.
- Increased employee performance through effective supervision and training.
- Drove continuous commitment to product quality and safety, reducing downtime and overtime with effective budgeting and assignation of talents as well as resources.
Front Desk Agent
Grand Legacy At The Park
Anaheim, CA
03.2015 - 08.2017
- Used internal software to process reservations, check-ins and check-outs.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Answered customer telephone calls promptly and appropriately handled needs.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Answered multi-line phone system and enthusiastically greeted callers.
Sales Associate Specialist
Best Buy
Fullerton, CA
09.2014 - 01.2015
- Helped customers complete purchases, locate items and join reward programs.
- Increased sales and customer satisfaction through personalized servicing.
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Balanced and organized cash register by handling cash, counting change and storing coupons.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
- Answered questions about store policies and addressed customer concerns.
Sales Associate
Macy's
Santa Ana, CA
03.2014 - 09.2014
- Engaged with customers to build rapport and loyalty.
- Helped customers locate products and checked store system for merchandise at other sites.
- Prepared merchandise for sales floor by pricing or tagging.
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Answered customer questions about sizing, accessories and merchandise care.
- Supervised changing rooms, rehanging unwanted merchandise and supporting loss prevention initiatives.
- Enhanced product presentation and promotional material displays, working alongside retail representatives.
Vendor Cashier
Disneyland Resort
Anaheim, CA
05.2012 - 01.2014
- Greeted customers entering store and responded promptly to customer needs.
- Collected and authorized payments of guests.
- Addressed customer needs and made product recommendations to increase sales.
- Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
- Provided friendly service and assistance to clients promote customer loyalty, satisfaction and sales.
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
Education
Associate of Arts - Psychology
Santa Ana College
Santa Ana, CA 09.2022 - Current
Skills
Hospitality service expertise
Time management
Problem-solving skills
Guest services
Sales expertise
Cash Handling
Social perceptiveness
Guest complaint resolution
Client relationship management
Brand success
Guest experiences
Timeline
Associate of Arts - Psychology
Santa Ana College
09.2022 - Current
Front Desk Agent
Westin Anaheim Resort
01.2022 - Current
Housekeeping Supervisor
Marriott Costa Mesa
02.2019 - 12.2021
Front Desk Agent
Grand Legacy At The Park
03.2015 - 08.2017
Sales Associate Specialist
Best Buy
09.2014 - 01.2015
Sales Associate
Macy's
03.2014 - 09.2014
Vendor Cashier
Disneyland Resort
05.2012 - 01.2014