Jennifer Ramos
Everett,MA
Summary
Professional with experience in hospitality communication, equipped to handle high-pressure environments with grace and efficiency. Adept at managing multiple tasks, providing exceptional customer service, and ensuring seamless communication within hotel operations. Strong focus on team collaboration, adapting to changing needs, and achieving results. Skilled in switchboard operations, call management, and guest relations, with reliable and flexible approach to problem-solving.
Overview
21
21
years of professional experience
Work History
PBX Hotel Operator
Boston Harbor Hotel
02.2025 - 11.2025
- Managed multi-line phone systems to efficiently route incoming calls and guest inquiries.
- Provided exceptional customer service to enhance guest satisfaction and resolve issues promptly.
- Collaborated with hotel staff to ensure seamless communication across departments for operational efficiency.
- Implemented process improvements to reduce call wait times and enhance response accuracy.
- Coordinated special requests from guests, ensuring personalized service delivery during their stay.
- Provided exceptional customer service to hotel guests by promptly addressing any issues that arose during their stay.
- Utilized strong multitasking abilities to manage multiple phone lines simultaneously without compromising service quality or caller satisfaction.
- Trained new PBX operators on best practices in telephone etiquette, helping maintain consistency across all team members.
- Adapted quickly to changes in hotel procedures or technology, ensuring minimal disruption to service delivery for guests and colleagues alike.
- Handled emergency situations calmly and professionally, coordinating with relevant hotel staff to resolve issues swiftly and effectively.
- Worked closely with front desk staff to confirm guest reservations and provide assistance when needed, fostering teamwork across departments.
- Kept up-to-date on hotel events and promotions, enabling accurate information dissemination to callers upon request.
- Collected and verified telephone numbers, addresses, and proper spelling of names.
- Remained calm and poised in stressful situations, diffusing angry callers and mitigating issues.
- Troubleshot issues with telephone equipment and software to keep systems functional.
- Assisted over 200 customers daily by answering questions and transferring to appropriate departments.
Gift Shop Attendant
Boston Harbor Hotel
10.2004 - 12.2005
- Provided exceptional customer service, enhancing shopping experience and fostering repeat business.
- Managed inventory levels, ensuring product availability and timely restocking of popular items.
- Trained new staff on operational procedures and customer engagement techniques for improved service delivery.
- Handled cash register transactions accurately, ensuring proper accounting of daily sales.
- Monitored customers for signs of security concerns and escalated issues to management.
Education
GED -
Somerville, MA
Skills
- Multi-line system operation
- Call transferring
- Guest inquiry resolution
- Staff directory management
- Front desk collaboration
- Attention to detail
- Clear communication
- Computer skills
- Emergency response
- Invoice management
- Typing skills
- Professional communication
- Telephone switchboard operation
- Empathy and patience
- Time management
- Customer service
- Dependable and responsible
- Multitasking
Languages
Spanish
Professional
English
Professional Working
Education and Training
other
Timeline
PBX Hotel Operator
Boston Harbor Hotel
02.2025 - 11.2025
Gift Shop Attendant
Boston Harbor Hotel
10.2004 - 12.2005
GED -
Somerville, MA