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
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 -
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