RENE RUIZ
Brockton
Summary
Hospitality professional with extensive experience in overnight operations and guest services. Demonstrated ability to resolve guest concerns, supervise staff, and maintain high standards of service, enhancing brand loyalty and guest satisfaction.
Overview
11
11
years of professional experience
Work History
Overnight Front Office Manager
Gansevoort Hotel
New York
01.2023 - 11.2025
- Managed all overnight hotel operations, serving as a Manager on Duty for the property
- Supervised overnight front desk and guest services staff, ensuring adherence to brand standards
- Resolved escalated guest concerns, executed service recovery, and managed VIP requests with discretion and professionalism
- Conducted night audits, reviewed daily financial reports, and ensured accuracy of revenue postings
- Coordinated with housekeeping, engineering, and security to promptly resolve overnight issues and maintain operational integrity
- Ensured safety and security procedures were followed throughout the overnight hours
- Ensured exceptional guest experience standards for domestic and international guests, enhancing overall satisfaction
- Oversaw front office operations, ensuring seamless guest check-in and check-out processes.
Guest Service Coordinator
Gansevoort Hotel
New York
06.2021 - 01.2023
- Greeted guests, managed inquiries, and directed information to departments based on client needs, enhancing overall guest satisfaction.
- Resolved guest inquiries and complaints promptly, maintaining high satisfaction levels and positive feedback.
- Documented guest complaints and follow-up actions, contributing to improved service recovery efforts.
- Assisted in booking and canceling online reservations including hotel rooms, vehicle rentals and restaurant reservations.
- Facilitated interdepartmental communication to ensure seamless guest experiences and timely service delivery.
In-Room Dining Server
Gansevoort Hotel
New York
04.2018 - 06.2021
- Delivered exceptional in-room dining experiences through attentive service and menu knowledge.
- Rang in, prepared and delivered food orders and amenities to guest rooms in a timely manner
- Answered multi-line phone calls to record guest orders and requests efficiently
- Resolved guest complaints promptly, maintaining high standards of service excellence.
- Collected payments, cleaned trays, prepared silverware, and restocked kitchen supplies to ensure seamless service
Server
Oleanders at The McCarren Hotel
New York
10.2014 - 06.2018
- Provided exceptional and detailed knowledge of menu offerings including but not limited to gourmet foods, spirits, specialty cocktails and wine pairing.
- Maintained calm demeanor under pressure during peak hours, delivering professional and courteous service
- Created fine dining experiences that fostered customer loyalty and repeat visits
Suite Server
Barclay's Center
New York
09.2014 - 01.2017
- Delivered exceptional customer service by answering questions about menu items and making tailored recommendations
- Ensured guest satisfaction throughout dinner service by promptly addressing needs and concerns
- Executed attentive service during private functions, seamlessly accommodating each guest's unique requirements
- Upheld the establishment''s reputation for excellent service by consistently adhering to its standards and protocols.
- Prepared restaurant tables with special attention to sanitation and order requirements
Education
Liberal Arts - Liberal Arts
Monroe Community College
Bronx, New York08-2012
Skills
- Front desk operations
- Aloha
- Opera Cloud
- KnowCross
- Microsoft Suite
- Attention to detail
- Customer Service
- Teamwork
- Communication
Languages
English
References
References furnished upon request
Timeline
Overnight Front Office Manager
Gansevoort Hotel
01.2023 - 11.2025
Guest Service Coordinator
Gansevoort Hotel
06.2021 - 01.2023
In-Room Dining Server
Gansevoort Hotel
04.2018 - 06.2021
Server
Oleanders at The McCarren Hotel
10.2014 - 06.2018
Suite Server
Barclay's Center
09.2014 - 01.2017
Liberal Arts - Liberal Arts
Monroe Community College