GUEST SERVICE MANAGER - The Ritz-Carlton, South Beach - Miami, FL
(2024-11 - 2026-04)
Lead Front Office operations for a team of 30 agents and supervisors, ensuring every guest interaction reflects Ritz-Carlton's five-star service standards.
- Coach and mentor front desk and overnight teams, improving guest satisfaction scores by 15% over one year.
- Partner across Housekeeping, F&B, and Engineering to resolve guest concerns and personalize service for VIP and repeat guests, supporting an 85% guest retention rate.
- Analyze guest feedback data to identify service gaps and implement targeted improvement plans, raising overall guest ratings from 38% to 54%.
- Built a more collaborative front-desk culture, reducing staff turnover and improving team morale scores.
ROOMS CONTROLLER - The Ritz-Carlton, South Beach - Miami, FL
(2024-03 - 2024-11)
- Managed daily room inventory and assignments across 376 rooms, optimizing occupancy and operational flow.
- Partnered with leadership to resolve reservation discrepancies and complex group logistics, supporting 5-8 group bookings per month.
- Coordinated VIP arrivals and special requests, ensuring on-time room readiness for high-priority guests.
LEARNING COACH - The Ritz-Carlton, South Beach - Miami, FL
(2023-04 - 2024-03)
- Delivered service training and mentorship to 4 new hires per quarter, strengthening team engagement and operational excellence.
- Guided onboarding for new team members on brand-culture immersion, and philosophy.
- Partnered with management to maintain consistent five-star service standards across shifts.
FRONT DESK AGENT - The Ritz-Carlton, South Beach - Miami, FL
(2023-01 - 2023-04)
- Delivered attentive, personalized service to guests throughout their stay, creating Ritz Carlton guests for life.
- Processed check-ins, check-outs, and payments for 80+ guests per shift with full accuracy.
- Resolved guest concerns in real time, ensuring complete satisfaction and minimal escalations.
BELLMAN - The Ritz-Carlton, South Beach - Miami, FL
(2021-04 - 2023-01)
- Delivered warm, white-glove arrivals and departures for 60+ guests daily, setting the tone for the five-star guest experience.
- Assisted with luggage, transportation arrangements, and special guest needs.
- Coordinated with valet and front desk teams to maintain efficient guest flow during high-occupancy periods.
VALET SUPERVISOR - The Ritz-Carlton, Key Biscayne - Miami, FL
(2018-04 - 2020-01)
- Led a team of 10 valet attendants, delivering prompt, safe, and professional vehicle service for 100+ vehicles daily.
- Trained staff on guest engagement and safety protocols, reducing incident reports.
- Supported VIP event logistics for several events, collaborating with Front Office for seamless guest transportation.
FLOOR MANAGER - Umami Asian Cuisine - Miami, FL
(2011-01 - 2017-04)
Managed daily floor operations and staff scheduling for a team of 15, maintaining consistent service during peak shifts, serving 200+ covers nightly.
- Reduced order errors through a standardized ticket-check process.
- Trained and coached front-of-house staff, improving customer satisfaction.
- Resolved guest complaints in real time while coordinating kitchen and service staff to restore service flow.
- Managed inventory ordering, reducing stockouts, and lowering operating disruptions.
