Paola Ramirez

Highly motivated hospitality expert with extensive background in five-star hotel and cruise line operations, bilingual in English and Spanish. Adept at managing diverse teams and delivering exceptional service while maintaining high standards of quality and efficiency. Committed to fostering an inclusive and engaging environment that promotes guest loyalty and satisfaction.

Front Office Manager at St. Regis Hotel (2026-05 – Present)

• Directed daily front office operations, ensuring seamless guest experiences and efficient workflow management.
• Resolved guest complaints promptly, maintaining high standards of hospitality and fostering repeat business.
• Led and trained a team of front desk staff to deliver exceptional customer service and uphold brand standards.
• Collaborated with housekeeping and maintenance departments to maintain high standards of cleanliness and facility readiness.
• Managed guest complaints and resolved issues promptly, enhancing overall guest satisfaction scores.
• Developed and maintained strong relationships with guests, resulting in increased repeat business and positive reviews.

Guest Experience Expert at St. Regis Hotel (2025-09 – 2026-05)

• Enhance guest satisfaction through seamless check-in/out processes and tailored services. Resolve inquiries efficiently, boosting feedback and repeat bookings.
• Collaborate with teams to uphold high service standards, fostering loyalty and retention.
• Cultivated welcoming atmosphere and memorable experiences, strengthening guest relationships.
• Improved guest feedback through effective room coordination with housekeeping and maintenance.
• Developed personalised service protocols, elevating loyalty and retention rates.
• Fostered memorable experiences that encouraged repeat visits.

Welcome Office Agent at W Marriott (2024-04 – 2025-04)

• Manage guest check-ins, ensuring smooth room assignments and high satisfaction.
• Resolve guest issues promptly, creating a welcoming environment. Process reservations accurately, enhancing booking precision. Anticipate guest needs to deliver exceptional service, fostering loyalty.
• Enhanced guest satisfaction through efficient check-in processes.
• Resolved issues quickly, maintaining a hassle-free experience.
• Improved booking accuracy, streamlining reservation processes.
• Secured payments, ensuring trust in financial transactions.

Customer Services at Viking Cruises (2023-01 – 2024-03)

• Facilitated seamless guest experiences, enhancing satisfaction and operational efficiency.
• Managed accurate reservations while ensuring courteous service and prompt issue resolution.
• Collaborated with teams for timely room readiness, boosting occupancy and positive feedback.
• Utilize communication skills to upsell services, driving revenue growth.
• Enhanced operational flow through effective task coordination.
• Improved guest experiences by streamlining service processes.
• Increased customer satisfaction through proactive issue management.

Front Desk at Cesar's Hotel (2020-01 – 2022-11)

• Oversee guest check-ins and check-outs, ensuring seamless transitions and high satisfaction.
• Manage and optimise reservations across various channels, enhancing booking accuracy. Process payments accurately, ensuring smooth transactions. Proactively address guest concerns, cultivating a welcoming atmosphere.
• Streamlined check-in/check-out processes, improving guest satisfaction.
• Enhanced booking accuracy through effective reservation management.
• Cultivated a supportive environment by resolving guest issues promptly.

Hostess at Apple Bees (2018-12 – 2019-03)

• Manage guest check-ins, enhancing satisfaction through prompt service. Handle reservations and payments, ensuring accuracy and a seamless experience.
• Address needs proactively and resolve complaints, fostering loyalty.
• Improved guest satisfaction ratings through efficient service.
• Streamlined reservation processes, reducing wait times.
• Resolved guest complaints effectively, increasing repeat visits.

Certificate in Tourism and Hospitality

Certificate in English as a Second Language