Summary
Overview
Work History
Education
Skills
Affiliations
Languages
Accomplishments
Certification
References
Timeline
Generic

Ross Polanco

Laurel,MD

Summary

Hospitality and Luxury Service Professional

Dedicated hospitality expert with seven years of customer service experience, including tenure at a prestigious AAA Four Diamond hotel. Adept at delivering exceptional guest experiences, resolving issues efficiently, and maintaining the highest luxury service standards. Passionate about creating memorable stays through attention to detail, and personalized service.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Guest Relations Executive

Cordish
Hanover, MD
04.2024 - Current

  • Deliver world-class service to high-profile guests, ensuring seamless check-in and check-out experiences.
  • Maintain a 95% guest satisfaction rating by handling inquiries and requests with professionalism.
  • Directed VIP arrangements, delivering custom and elite experiences.
  • Train and mentor new employees to uphold luxury hospitality standards.
  • Coached staff on strategies to enhance performance and improve customer relations.
  • Investigated guest complaints and utilized critical thinking to foster expedient resolution.

Guest Services Representative

Live! Hotel and Casino
Hanover, MD
02.2022 - 04.2024
  • Provided elite hospitality in a luxury environment, catering to high-profile clientele.
  • Managed reservations, transportation, and exclusive itineraries for guests.
  • Resolved guest concerns promptly, ensuring high satisfaction, and repeat visits.
  • Developed expert knowledge of hotel services, and local attractions to enhance guest experiences.

  • Took reservations from patrons by phone or online.
  • Placed orders for and picked up flowers for guests.
  • Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.

Overnight Guest Service Agent

Hilton
Laurel, MD
07.2019 - 03.2022
  • Monitored security cameras throughout the property ensuring safety of staff and guests alike.
  • Settled tenant conflicts using persuasive communication skills and expert knowledge of leasing agreements.
  • Built detailed knowledge on locations and points of interest to thoroughly answer guest questions.
  • Conducted nightly audits of all cash drawers to ensure accuracy of funds on hand versus recorded amounts in the system.
  • Updated and maintained databases with current information.
  • Recognized by management for providing exceptional customer service.

Education

Bachelor of Science - Business Management

Howard Community College
Columbia, MD
08-2027

Skills

  • Customer service
  • Event planning
  • Conflict resolution
  • Project management
  • Team leadership
  • Data analysis
  • Multitasking
  • Hospitality and service industry background
  • Client consultations
  • Brand representation

Affiliations

  • Hiking
  • Art

Languages

Spanish
Full Professional

Accomplishments

  • MHLA 2024 Nominee

Certification

  • CPR Certified
  • BLS Certified

References

References available upon request.

Timeline

Guest Relations Executive

Cordish
04.2024 - Current

Guest Services Representative

Live! Hotel and Casino
02.2022 - 04.2024

Overnight Guest Service Agent

Hilton
07.2019 - 03.2022

Bachelor of Science - Business Management

Howard Community College

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Ross Polanco