Sondra Ramirez
Cissna Park,IL
Summary
Dedicated Assistant General Manager with excellent experience in industry. Maintains professional appearance and demeanor and expertly completes assigned tasks with focus on quality. Dependable and quick-learning team player with effective communication and organization skills. Highly organized Front Desk Receptionist with exemplary multitasking, time management and customer service skills. Responsible professional willing to go extra mile to assist others with solving problems. Seasoned Hospitality professional competent in keeping guest needs balanced with business targets. Highly organized in handling administrative functions, leading teams and coordinating facility services. Smooth and efficient multitasker and planner.
Overview
7
7
years of professional experience
Work History
Front Desk
Holiday Inn Express & Suites
Rantoul, IL
02.2022 - Current
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Transcribed phone messages and relayed to appropriate personnel.
- Used internal software to process reservations, check-ins and check-outs.
- Collected room deposits, fees and payments.
- Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Managed 74 room Hotel with 20 or more employees
- Retrieved mail, packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal.
- Entered customer data into room system and updated information whenever patrons changed rooms.
- Maintained transaction security by verifying payment cards against identification.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Contacted housekeeping staff and maintenance department immediately to resolve guest room issues.
- Responded swiftly to room requests and other inquiries made via establishment website, email or phone.
- Updated customer accounts with add-on room charges, minibar use and room service bills.
- Explained details regarding property to acclimate patrons to resort environment.
- Promoted local entertainment and sporting events and offered details to assist patrons.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization
Assistant General Manager
Country Inn & Suites By Radisson
Springfield, IL
03.2020 - 06.2021
- Resolved problems promptly to elevate customer approval.
- Handled cash accurately and prepared deposits.
- Motivated, trained and disciplined employees to maximize performance.
- Managed team schedule with eye for coverage needs and individual strengths.
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
- Enforced quality assurance protocols to deliver ideal customer experiences.
- Mentored and motivated 20 or more team members to achieve challenging business goals.
- Managed budget implementations, employee reviews, training, schedules and contract negotiations.
- Taught staff strategies for completing work and smoothly carrying out senior management directives.
- Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
- Cultivated performance-based culture based on individual accountability, goal attainment and team achievement.
- Maintained well-controlled business inventory with minimal losses by enforcing solid monitoring and management structures.
- Built customer loyalty by devising promotions and products according to customer needs and budget.
- Oversaw computer database and physical filing systems.
- Delivered full-scale business strategies resulting in increased customer satisfaction and operational enhancement.
- Performed pricing and estimates based on customer needs and requirements.
- Boosted yearly profits through process optimization and improved training.
- Developed innovative sales proposals to promote product quality and showcase market comparisons.
- Boosted revenue by implementing sales cycle procedures related to new business development and contract agreements.
- Gained territory by negotiating beneficial contracts and conducting numerous cold calls.
- Completed inventory purchases and oversaw shipment processing.
- Immediately resolved issues with patrons by employing careful listening and communication skills.
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
- Identified team weak points and implemented corrective actions to resolve concerns.
- Continuously evaluated business operations to effectively align workflows for optimal area coverage and customer satisfaction.
- Applied knowledge of previous supply needs and forecasted business levels to estimate required supplies.
- Handled money, balanced tills, processed credit card payment batches and prepared bank deposits, maintaining accuracy.
- Motivated staff to perform at peak efficiency and quality.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
- Maintained effective supply levels by monitoring and reordering food stock and dry goods.
- Purchased food and cultivated strong vendor relationships.
- Helped general management develop prices based on inventory costs and portion sizes.
- Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
- Reduced health risks and safety hazards by preparing beverage products consistently while creating cleaning schedules, restocking items and sanitizing equipment to adhere to health department standards.
Assistant General Manager
Holiday Inn Express & Suites
Rantoul, IL
05.2018 - 03.2020
- Resolved problems promptly to elevate customer approval.
- Handled cash accurately and prepared deposits.
- Motivated, trained and disciplined employees to maximize performance.
- Managed team schedule with eye for coverage needs and individual strengths.
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
- Enforced quality assurance protocols to deliver ideal customer experiences.
- Mentored and motivated team members to achieve challenging business goals.
- Managed budget implementations, employee reviews, training, schedules and contract negotiations.
- Taught staff strategies for completing work and smoothly carrying out senior management directives.
- Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
- Cultivated performance-based culture based on individual accountability, goal attainment and team achievement.
- Built customer loyalty by devising promotions and products according to customer needs and budget.
- Maintained well-controlled business inventory with minimal losses by enforcing solid monitoring and management structures.
- Oversaw computer database and physical filing systems.
- Delivered full-scale business strategies resulting in increased customer satisfaction and operational enhancement.
- Performed pricing and estimates based on customer needs and requirements.
- Boosted yearly profits through process optimization and improved training.
- Developed innovative sales proposals to promote product quality and showcase market comparisons.
- Boosted revenue by implementing sales cycle procedures related to new business development and contract agreements.
- Gained territory by negotiating beneficial contracts and conducting numerous cold calls.
- Planned and prepared work schedules for 20 employees to assign employees to specific duties.
- Evaluated department conditions and operations to determine strengths and areas for improvement.
- Engaged team members and improved performance by delivering daily updates and conducting regular meetings to obtain feedback and convey new policies.
- Controlled inventory by creating Excel spreadsheets for food and beverage, resulting in decrease in waste.
- Lowered operating costs through strategic planning..
- Controlled spending on overhead and equipment by devising and executing cost-management procedures.
- Built and strengthened area partnerships to reap benefits such as new revenue channels and enhanced public awareness.
- Enhanced employee management by developing schedules, tracking time and administering payroll.
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
- Spearheaded daily staff meetings to identify improvement strategies, discuss policy updates and facilitate open communication.
- Supervised operations team to support operational excellence and excellent customer service.
- Coordinated with General Manager in different operational issues and promotional activities.
- Developed and maintain operational guidelines for staff.
- Generated operational reports for management on monthly schedule.
- Educated operations team on best practices, company policies and service excellence standards.
- Taught employees how to collaborate on daily job tasks and achieve service targets.
- Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability
- Mentored and motivated team members to achieve challenging business goals
- Handled cash accurately and prepared deposits
- Oversaw computer database and physical filing systems
- Maintained well-controlled business inventory with minimal losses by enforcing solid monitoring and management structures
Childcare Provider
Myself
Paxton, IL
01.2014 - 11.2017
- Sanitized dishes, tabletops, toys and frequently touched surfaces to prevent spreading of germs.
- Maintained effective schedule balance between rest periods, active play and instruction.
- Enforced rules and managed behavior through developmentally appropriate discipline.
- Introduced children to educational games and activities to boost learning.
- Prepared healthy foods and beverages for children based on optimal dietary guidelines and individual restrictions.
- Met with parents about daily activities, positive developments and issues.
- Applied positive behavior management techniques to enhance social interactions and emotional development.
- Planned and guided age-appropriate tasks like reading, crafts and .
- Taught children to organize toys, wash hands and share by leading by example.
- Observed play activities to identify positive behaviors and areas in need of improvement, implementing behavior redirection where appropriate.
- Monitored entrances and exits to maintain safety and organized environments.
- Kept notes of behavior issues, food served and medications administered to children.
- Created and implemented diverse educational strategies to boost development.
- Set and enforced rules to maintain children's safety and created welcoming, caring environments for all children.
- Consulted with families to discuss activities and behaviors of each child.
- Instructed children in crafts and other activities to promote gross and fine motor skills.
- Used positive reinforcement techniques to promote patience and other good behaviors in children.
- Helped children develop motor skills in preparation for preschool and kindergarten.
- Worked with children individually and in groups to teach social, communicative and problem-solving skills.
Office Manager
Bauer Heating & Cooling
Cissna Park, IL
10.2012 - 02.2013
- Maintained computer and physical filing systems.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
- Managed office operations while scheduling appointments for department managers.
- Coordinated special projects and managed schedules.
- Compared vendor prices and negotiated for optimal savings.
- Sourced vendors for special project needs and negotiated contracts.
- Send employees off to job sights
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel
- Utilized client and staff feedback to maintain customer partnerships and increase revenue
- Sourced vendors for special project needs and negotiated contracts
- Maintained computer and physical filing systems
Education
No Degree - Child Development
Parkland College
Champaign, ILHigh School Diploma -
Milford High School
Milford IL05.2006
Skills
- Intuit QuickBooks
- Spreadsheet Tracking
- Relationship Building
- Conflict Resolution
- Basic Math
- Public Relations
- Billing and Invoicing
- Office Supply Management
- Word Processing
Timeline
Front Desk
Holiday Inn Express & Suites
02.2022 - Current
Assistant General Manager
Country Inn & Suites By Radisson
03.2020 - 06.2021
Assistant General Manager
Holiday Inn Express & Suites
05.2018 - 03.2020
Childcare Provider
Myself
01.2014 - 11.2017
Office Manager
Bauer Heating & Cooling
10.2012 - 02.2013
No Degree - Child Development
Parkland College
High School Diploma -
Milford High School