Jose Ramos
A
Phoenix
Summary
Guest-oriented Concierge offering over 5 years of experience in hospitality and tourism. Self-starter with strong record of providing valuable service to clients and tourists. Detail-oriented professional with bilingual abilities combines with integrity as frontline corporate representative. Well-educated and poised with superior communication skills.
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Overview
7
7
years of professional experience
Work History
Citrus Club Supervisor
Arizona Biltmore Resort And Spa
Phoenix, Arizona
01.2024 - Current
- Enhanced customer satisfaction by providing exceptional service and promptly addressing concerns.
- Led staff training sessions to improve overall performance and customer service skills.
- Fostered a positive work environment among staff members through team-building activities and open communication channels.
- Ensured compliance with local regulations by maintaining proper licensing and permits for club operations.
- Maintained an inviting atmosphere within the club facilities, ensuring cleanliness and orderliness at all times.
- Evaluated employee performance regularly, providing constructive feedback for improvement when necessary.
- Coordinated with other department supervisors to ensure smooth integration of services throughout different areas of the facility.
- Set high standards for quality service delivery while empowering employees to take ownership of their roles.
Personal Concierge
Arizona Biltmore, A Waldorf Astoria Resort
Phoenix, Arizona
07.2022 - Current
- Arranged for transportation to and from airport, train station and events for visitors.
- Facilitated visitor requests for dining and tourist attractions by researching various venues and locales.
- Scheduled deliveries of flowers, gifts and other products and made reservations for spa services and dining.
- Explained security policies and procedures to guests and hotel staff to promote visitor confidence and safety.
- Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
- Worked closely with guests, some VIP or celebrity, with high degree of respect for privacy.
- Contacted previous guests and potential visitors via email with information on events and hotel to build clientele base.
- Received and processed stock into inventory management system.
- Used Microsoft Word and other software tools to create documents and other communications.
- Used coordination and planning skills to achieve results according to schedule.
Front Desk Agent
Arizona Biltmore, A Waldorf Astoria Resort
Phoenix, Arizona
03.2020 - 07.2022
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment and shopping activities.
- Used internal software to process reservations, check-ins and check-outs.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Answered multi-line phone system and enthusiastically greeted callers.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Answered customer telephone calls promptly and appropriately handled needs.
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
Front Desk Agent
Double Tree Hilton
09.2019 - 01.2020
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment and shopping activities.
- Used internal software to process reservations, check-ins and check-outs.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Answered multi-line phone system and enthusiastically greeted callers.
Pool Attendant
Arizona Biltmore, A Waldorf Astoria Resort
Phoenix, Arizona
05.2018 - 05.2019
- Observed recreational users to detect safety concerns and prevent ongoing violations.
- Maintained rescue equipment by conducting inspections and completing basic repairs.
- Checked side duty list for opening and closing procedures.
Education
High School Diploma -
Camelback High School
Phoenix, AZ 08.2018 - 08.2018
No Degree - Business Administration And Management
Maricopa Community Colleges - Phoenix College
Phoenix, AZ 05.2001 -
Skills
Guest experiences
Team management
Customer service
Decision-making
Relationship building
Guest accommodations
Reporting capabilities
Quality assurance
Policy and procedure adherence
Administrative support
Reservations management
Team Supervision
Hospitality service expertise
Guest services
Accommodations
Interpersonal communications
Air travel
Telephone etiquette
Accomplishments
DECA National Qualifier ( Arizona DECA 2017 )
DECA Third in State Innovation Plan ( Arizona DECA )
Timeline
Citrus Club Supervisor
Arizona Biltmore Resort And Spa
01.2024 - Current
Personal Concierge
Arizona Biltmore, A Waldorf Astoria Resort
07.2022 - Current
Front Desk Agent
Arizona Biltmore, A Waldorf Astoria Resort
03.2020 - 07.2022
Front Desk Agent
Double Tree Hilton
09.2019 - 01.2020
High School Diploma -
Camelback High School
08.2018 - 08.2018
Pool Attendant
Arizona Biltmore, A Waldorf Astoria Resort
05.2018 - 05.2019
No Degree - Business Administration And Management
Maricopa Community Colleges - Phoenix College
05.2001 -