Ricardo Zuleta
North Miami,FL
Summary
Knowledgeable Guest Service Representative experienced in busy hotel settings. Driven and dedicated with focus on delivering exemplary service. Skilled multi-tasker successful at meeting performance objectives and helping team members.
Overview
5
5
years of professional experience
Work History
Guest Associate
Marriott Vacation Club Pulse South Beach
07.2024 - Current
- Provided fast, friendly service
- Offered a friendly greeting, smile, and made eye contact with customers
- Followed up with guests about requests for their room
- Described features and benefits of our hotel
- Provided top-level customer service that exceeds the expectation of customers
- Identified the needs of customers and provided correct answers to them on questions concerning their stay.
GSA 1
Marriott Vacation Club Pulse South Beach
07.2024 - Current
- Coached and developed associates to ensure customers received excellent service and could easily assist them in whatever they needed
- Ensured associates complete all checklists in accordance with timing expectations
- Coached associates addressed customer service escalations.
- Improved team productivity, ensuring proper allocation of tasks and resources to technicians.
FRONT DESK LEAD
Marriott Vacation Club Pulse South Beach
07.2024 - Current
- Recognized associates for demonstrating expectations
- Monitored customer flow through checkouts and took action to ensure customers are receiving fast, friendly service
- Took corrective action as necessary
- Responsible for customer service and associate engagement, coached associates on proper customer service techniques and ensured the team is providing the highest level of customer service
- Provided input to associates, verified issue correction, and preventative action is put in place
- Provided input to Hotel Manager on Associate performance through ongoing performance management and talent planning discussions
- Maintained a high level of professionalism with guests, ensuring their needs were met in a timely manner.
- One month into my position, I increased our guest satisfaction by 30% by listening to our guest’s feedback and communicating with them to make sure I exceed beyond their expectations.
Food & Beverage Runner
One Hotel
01.2022 - 01.2022
- Being attentive and ready whenever the chef or bartender is finished with an order
- Bring the orders to guests in a timely manner
- Bring out upbeat attitude to work
- Encourage my team’s morale in performing the best they can
Beverage Maker/Cashier
Einstein Bros Bagels
01.2020 - 01.2021
- Followed the prep list created to plan duties
- Set up workstations and ingredients so the food and drinks can be prepared according to recipes
- Ensured that all food and other items are stored properly
- Worked as a cashier
- Provided fast, friendly service.
Cook/Cashier
Dunkin Donuts
01.2020 - 01.2020
- Prepared menu items for the daily hot case breakfast/lunch and beverages
- Provided courteous and informative customer service in an open kitchen format
- Consistently adhering to the sanitation and safety requirements
- Prepared all menu items including unique sandwiches
- Handled cash and transactions
- Was knowledgeable of product procedures.
Education
Highschool Diploma -
Hialeah Senor Highschool
2020
Skills
- Skills & abilities
- Management
- Problem solving
- Communication
- Leadership
- Strong Work Ethic
Languages
Spanish
Native or Bilingual
Timeline
Guest Associate
Marriott Vacation Club Pulse South Beach
07.2024 - Current
GSA 1
Marriott Vacation Club Pulse South Beach
07.2024 - Current
FRONT DESK LEAD
Marriott Vacation Club Pulse South Beach
07.2024 - Current
Food & Beverage Runner
One Hotel
01.2022 - 01.2022
Beverage Maker/Cashier
Einstein Bros Bagels
01.2020 - 01.2021
Cook/Cashier
Dunkin Donuts
01.2020 - 01.2020
Highschool Diploma -
Hialeah Senor Highschool
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