Ryan Zarrillo
Mesa,AZ
Summary
Results-driven professional focused on delivering exceptional support for guest needs with nearly four years hospitality experience. Successfully manages concerns and resolves conflicts to maximize guest satisfaction. Offers strong background in guest relations and persuasive communication.
Overview
4
4
years of professional experience
Work History
Front Desk Agent
Delta Hotels by Marriott
Mesa, AZ
01.2023 - Current
- Welcomed large volume of guests and improved overall customer service.
- Resolved guest complaints and discrepancies in a prompt and courteous manner.
- Generated enrollments in hotel loyalty program, encouraging overall revenue growth within Marriott properties.
- Provided excellent customer service while upholding company policies.
Front Office Opera PMS Trainer
Crowne Plaza Springfield Convention Center
Springfield, IL
09.2020 - 12.2022
- Resolved conflicts with guests when escalated by front office staff with satisfaction; notified FoM if conflict escalated further.
- Supported staff with questions regarding Opera PMS software and proper hotel etiquette.
- Worked closely with sales department keeping up to date on incoming group blocks and details on group resumes.
- Recommended changes or improvements in existing training processes as needed.
Front Desk Agent
Staybridge Suites
Springfield, IL
04.2020 - 09.2020
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Maintained clean and organized front desk areas to uphold polished company image.
- Assisted with check-in and check-out procedures for guests.
- Stocked and maintained hotel market to drive sales and revenue.
Education
High School Diploma -
Harry D. Jacobs
Algonquin03-2012
Associate of Arts - Journalism
Lincoln Land Community College
Springfield, IL Skills
- Front Office Support
- Property Management Systems (Opera, Choice, SynXis, FS-PMS)
- Hotel Loyalty Programs (Marriott, IHG)
- Guest Retention
- Upselling
- Collaboration
- Guest Accomodations and Relations
- Conflict Resolution
- Communication (written and verbal)
- Microsoft Suite Proficiency (Word, Excel)
Timeline
Front Desk Agent
Delta Hotels by Marriott
01.2023 - Current
Front Office Opera PMS Trainer
Crowne Plaza Springfield Convention Center
09.2020 - 12.2022
Front Desk Agent
Staybridge Suites
04.2020 - 09.2020
High School Diploma -
Harry D. Jacobs
Associate of Arts - Journalism
Lincoln Land Community College
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