Delmy Aguirre Ramirez

Resolved guest complaints by addressing issues with rooms, excursions, booking perks, delayed luggage, F&B concerns and revenue issues promptly.

• Assisted guests with special requests, creating memorable experiences that encouraged positive reviews on social media platforms.
• Managed team schedules, ensuring adequate staffing levels for optimal front desk operations reducing the overtime and ILO violations to 0.
• Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
• Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
• Collaborated with housekeeping and maintenance departments to ensure rooms were ready in a timely manner.
• Mentored and trained new hires, fostering a supportive work environment that facilitated professional growth.
• Resolved guest complaints by addressing issues with rooms promptly.
• Attended staff meetings and brought issues to attention of upper management.
• Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
• Optimized room inventory management, resulting in reduced overbooking occurrences.
• Oversaw daily cash reconciliations, maintaining accurate financial records for the front desk department.
• Improved staff communication through regular meetings, leading to enhanced teamwork and overall efficiency focusing in KPI's to score 100% guests satisfaction.
• Trained new staff on correct procedures, compliance requirements, and performance strategies.
• Enhanced guest satisfaction by efficiently addressing and resolving concerns during their stay.
• Successfully managed budgets and allocated resources to maximize productivity and profitability.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
• Defined clear targets and objectives and communicated to other team members.

• Assisted in staff training, ensuring consistent quality service to guests from all team members.
• Ensured adherence to hotel policies by monitoring employee compliance during shifts.
• Assisted in developing staff schedules, ensuring adequate coverage during peak hours and special events.
• Completed employee appraisals to conduct annual reviews.
• Coordinated with other departments to address guest needs promptly, enhancing overall satisfaction levels.
• Supervise the Guest relations officers and Junior Guest relations officers, perform monthly cash float audits to GROs reducing financial findings in a 100%.
• Welcomed guests and focused on providing positive lodging experience.
• Supervised front desk staff consisting of 11 employees.
• Provided resources for training new employees and ongoing training for current staff.
• Collaborated with housekeeping and maintenance departments to ensure timely room turnover and optimal guest experience.
• Modeled positive attitude and encouraged front desk employees when dealing with difficult guests.
• Served as a knowledgeable resource for guests seeking recommendations on local attractions, dining options, or transportation services.

• Greeted guests upon arrival and offered assistance.
• Maintained a welcoming atmosphere with genuine interactions and professional communication skills.
• Coordinated special requests from guests, including transportation arrangements or local activity bookings.
• Assisted guests with account inquiries, and any additional services needed.
• Resolved guest complaints diplomatically, resulting in increased loyalty and repeat business.
• Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
• Kept detailed records of all guest transactions throughout their stay for accurate billing at checkout time.
• Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
• Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
• Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
• Trained new personnel regarding company operations, policies and services.
• Followed up with customers about resolved issues to maintain high standards of customer service.

• Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
• Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
• Maintained a welcoming atmosphere with genuine interactions and professional communication skills.
• Coordinated special requests from guests, including transportation arrangements or local activity bookings.
• Resolved guest complaints diplomatically, resulting in increased loyalty and repeat business.
• Answered guest inquiries and provided information regarding hotel services and amenities.
• Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
• Trained new staff members on company policies, procedures, and customer service standards.

• Maintained high levels of safety awareness while using chemicals, equipment, and tools during daily tasks.
• Collaborated with team members to complete daily tasks quickly and effectively for maximum productivity.
• Contributed to positive guest experiences with meticulous attention to detail when sanitizing bathrooms, cleaning public areas and restocking amenities.
• Increased overall cleanliness ratings by consistently meeting or exceeding housekeeping performance standards.
• Kept inventory organized and well-stocked, ensuring necessary supplies were always available for efficient work completion.
• Developed strong working relationships with colleagues across various departments including front desk staff, maintenance teams, laundry, and management.
• Consistently met deadlines despite fluctuating workloads due to seasonal changes in occupancy rates at the property.
• Reported maintenance issues encountered in common areas to management for prompt resolution.
• Minimized waste while maintaining a clean space through diligent use of appropriate cleaning supplies and products.