Summary
Overview
Work History
Education
Skills
Activities
Certification
Timeline
Generic

Terah Ruiz

Hoquiam,WA

Summary

Guest Services professional with demonstrated success in optimizing policies, coordinating events and managing guest services operations. Well-versed in handling VIP guests and groups. Knowledgeable about customer preferences, industry standards and successful strategies for maintaining guest loyalty and building long-lasting relationships.

Overview

8
8
years of professional experience
1
1
Certification

Work History

GUEST SERVICES MANAGER

SEABROOK
06.2019 - Current
  • Warmly welcoming guests to Seabrook at the front desk
  • Providing information to current and future guests in person and over the phone about the community, rental rates, amenities and events happening in Seabrook
  • Successfully creating reservations for rentals that fit the needs to the guest needs while properly processing transactions
  • Ensuring that all balances on reservations are paid before the guests check in
  • Coordinating with the back of house dispatch team for any guests housekeeping or maintenance requests, successfully following up with the guests afterwards
  • Responsible for all new hire training for the Front Desk
  • Creating and maintaining the Front Desk employee schedule to ensure proper coverage for each shift
  • Ensuring that the lobby is always clean and organized
  • Participate in any additional training such as classes, educational programs, etc.
  • Streamlined check-in and check-out processes for improved efficiency and guest experience.
  • Reduced guest complaints by proactively resolving potential issues and maintaining open communication channels.
  • Implemented staff training programs to reinforce customer service skills and elevate overall performance.
  • Developed rapport with guests, anticipating needs and providing tailored recommendations for local attractions.
  • Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
  • Managed 7-14 staff members to deliver timely and courteous guest service in front desk and recreation areas.
  • Maintained high employee satisfaction and performance with hands-on and collaborative style.
  • Developed and implemented strategies to improve guest experiences and build loyalty.
  • Monitored staff training, scheduling and shift changes.
  • Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
  • Hired and trained new employees, demonstrating best methods for serving clients and guests.
  • Greeted and assisted guests by gathering information pertaining to reservations or requests.

RECEPTIONIST

SPA ELIZABETH
06.2018 - 05.2019
  • Prepping treatment rooms between sessions while restocking each room
  • Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
  • When the spa opened a small boutique below, I assisted with orders, inventory, greeting guests and successfully processing transactions.
  • Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.

FULL TIME NANNY

PRIVATE RESIDENCE IN SEABROOK
03.2016 - 04.2019
  • Responsible for the care, safety and well-being of 2 small children for 8+ hours per day, 5-6 days per week
  • Followed an outlined schedule from the parents ensuring the children were fed, took a nap and participated in fun, educational activities
  • Assisted in the development of social skills by arranging playdates with peers in a supervised setting.
  • Encouraged physical activity with outdoor play, sports, and fitness games for improved health and motor skills development.

SERVER

FRONTAGERS PIZZA CO.
01.2018 - 06.2018
  • Greeted guests as they walked into the restaurant, seating accordingly
  • Took guest food orders in person and over the phone for to go options, successfully completing transactions from the guests
  • Keeping the restaurant clean, organized and well stocked
  • Maximized table turnover rate by efficiently managing reservations and seating arrangements.
  • Responsible for opening and closing the restaurant on time, as well as opening and closing the till
  • After a few months, successfully trained new servers that were hired for our peak season.
  • Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.

Education

COSMETOLOGY -

SALON SUCCESS ACADEMY
08.2011

HIGH SCHOOL DIPLOMA -

UPLAND HIGH SCHOOL
06.2009

Skills

  • Goal and guest oriented
  • Creative problem solver
  • Team Management
  • Generating Reports
  • Strategic Planning

Activities

I have participated in different guest service trainings such as "The Heart of Hospitality" by The Kennedy Group and guest service supervisor training by The American Hotel & Lodging educational institute to help strengthen my ability to be successful in guest and customer service.

Certification

Certified Hospitality Supervisor - American Hotel and Lodging Institute

Vacation Rental Management Course - Vacation Rental Management Association

Timeline

GUEST SERVICES MANAGER

SEABROOK
06.2019 - Current

RECEPTIONIST

SPA ELIZABETH
06.2018 - 05.2019

SERVER

FRONTAGERS PIZZA CO.
01.2018 - 06.2018

FULL TIME NANNY

PRIVATE RESIDENCE IN SEABROOK
03.2016 - 04.2019

COSMETOLOGY -

SALON SUCCESS ACADEMY

HIGH SCHOOL DIPLOMA -

UPLAND HIGH SCHOOL
Terah Ruiz