Ruth Romo Ortiz
Dubrovnik
Summary
Dynamic Guest Relations Manager with a proven track record , excelling in complaint handling and staff training. Enhanced guest satisfaction through exceptional communication and personalized service, fostering strong client relationships. Fluent in multiple languages, I effectively managed diverse teams, ensuring high service standards and operational efficiency.
Overview
14
14
years of professional experience
Work History
Guest Relations Manager
Sheraton Four Points
03.2022 - 01.2025
- Managed challenging situations with professionalism and diplomacy, maintaining positive relationships with guests even during difficult circumstances.
- Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
- Enhanced guest satisfaction by promptly addressing and resolving all concerns and complaints.
- Conducted regular training sessions for staff to keep up to date with customer service practices.
- Oversaw regulated greeting and internal processing of guests upon arrival.
Guest Service Manager
Norwegian Cruise Line / Oceania Cruises
11.2014 - 08.2019
- Managed team of front desk staff, fostering a supportive work environment and enhancing overall performance.
- Increased repeat business by ensuring exceptional customer service and maintaining positive guest relationships.
- Oversaw lobby operations and concierge services.
- Collaborated with other departments to coordinate guest services, resulting in seamless experiences for guests.
- Established strong rapport with VIP guests by providing personalized attention and anticipating their needs throughout their stay.
- Evaluated employee performance regularly, offering constructive feedback and coaching as needed to improve individual skill sets and overall team effectiveness.
- Ensured a safe and secure environment for both guests and staff by enforcing established safety procedures and protocols at all times.
- Maintained high occupancy rates through effective yield management strategies and attention to market trends.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
Assistant Guest Services Manager
Royal Caribbean International
10.2010 - 10.2014
- Conducted regular performance evaluations for team members, providing constructive feedback and opportunities for growth.
- Collaborated with housekeeping to ensure timely room turnover and optimal guest experience.
- Developed training materials for new hires, reducing onboarding time and increasing employee confidence.
- Increased staff retention by implementing recognition programs and cultivating a supportive work atmosphere.
- Coordinated with events team to provide exceptional service during conferences, weddings, and other functions.
- Enhanced guest satisfaction by promptly addressing and resolving their concerns and inquiries.
- Provided backup support for Guest Services Manager during peak periods or when needed due to absence or high workload situations.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
Education
MBA - Tourism And Hotel Management
Catholic University of Guayaquil
Guayaquil01-2010
Skills
- Service improvements
- Exceptional communication
- Hospitality industry
- Staff training and development
- Customer service expert
- Complaint handling
- Superior organizational skills
- Fluent in multiple languages
- Client relationship management
- Hospitality and service industry background
Languages
English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
French
Elementary (A2)
German
Elementary (A2)
Timeline
Guest Relations Manager
Sheraton Four Points
03.2022 - 01.2025
Guest Service Manager
Norwegian Cruise Line / Oceania Cruises
11.2014 - 08.2019
Assistant Guest Services Manager
Royal Caribbean International
10.2010 - 10.2014
MBA - Tourism And Hotel Management
Catholic University of Guayaquil
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