Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tara Ozaeta

Overnight Guest Services Agent
Jacksonville,FL

Summary

Highly attentive and guest -focused Overnight Guest Services Agent. With a 5+ years of luxury hotel experience, specializing in overnight front desk operations. Dynamic hospitality professional with a proven track record at The Ritz-Carlton, excelling in upscale guest relations and conflict resolution. Achieved a 98% satisfaction rate by delivering personalized service and training new agents. Skilled in night audit procedures and maintaining security, ensuring a safe and memorable experience for high-profile clientele. Handled 3 am check-ins arranging private amenities. Tech Savvy. Excellent at leadership in a crisis situation .

Overview

7
7
years of professional experience

Work History

Overnight Guest Services Agent

The Ritz-Carlton Hotel Company
Los Angeles , California
01.2021 - 02.2025
  • Manage exclusive overnight check- ins/ check-outs for high-net-worth guests, ensuring flawless service.
  • Conduct night audit procedures, balancing $10k in daily transactions with 100% accuracy.
  • Resolve late-night guest complaints with a 98% satisfaction rate, earning repeat clientele.
  • Coordinate with security to monitor CCTV and access logs, ensuring guest safety.
  • Train 3 new overnight agents on luxury service standards and emergency protocols.
  • Key Achievements
  • Ranked #1 in overnight Guest satisfaction- Scored 9.8/10 on post-stay surveys.
  • Recognized by Management for resolving VIP guest last-minute request, leading to a 5 star review.

Front Desk Agent (Evening Shift)

The Beverly Hills Hotel
Beverly Hills, California
04.2018 - 01.2021
  • Delivered personalized check-in experiences, remembering VIP preferences (e.g.,room temp,pillow type).
  • Handled private reservations for A- list guests, maintaining strict confidentiality.
  • Assisted night audit team with end-of- day financial reports, reducing discrepancies by 30%

Education

Bachelor of Science - Registered Nursing

University of California, Los Angeles
Los Angeles, CA
06-2021

Skills

Upscale Guest Relations- Discreet, polished and anticipatory service

Night -Audit & Reporting-Daily reconciliations, PMS (Opera,Fosse)

Conflict Resolution- Calm under pressure, de-escalation expertise

Security & Safety - Monitoring surveillance, access control

Concierge-Level Service- Reservations,special requests, VIP arrivals

Ability to Multi Task very well under pressure

Timeline

Overnight Guest Services Agent

The Ritz-Carlton Hotel Company
01.2021 - 02.2025

Front Desk Agent (Evening Shift)

The Beverly Hills Hotel
04.2018 - 01.2021

Bachelor of Science - Registered Nursing

University of California, Los Angeles

Similar Profiles

CREATE PROFILE
Tara Ozaeta Overnight Guest Services Agent