Glorimar Ortiz

Club Lounge Call Center Guest Service Manager @The Ritz-Carlton, Lake Tahoe

As a Club Lounge Manager I am responsible for ensuring exceptional guest experiences & smooth operations, managing resources, & maintaining high standards of service and hospitality. Daily duties include providing personalized guest experience. Monitor & prep for upcoming (CL) guest and there preferences (special diets). Resolving guest opportunities in a timely manner & efficiently. Manage guest inquiries & ensure a smooth flow of traffic within the lounge. Maintain a clean, comfortable, & well-stocked lounge. Manage inventory of supplies & equipment, ensuring adequate stock levels. Provide training, lead & motivate the (CL) team, & support (on the floor, with guest & any opportunity within the staff day to day). Supervise all aspects of (CL) operations, including staffing, scheduling, & training. Ensure all team members adhere to standards & procedures. Manage the daily operation of the (CL), ensuring efficiency & smooth service delivery. Monitor service standards, & the overall guest experience. Recognize & engage with Marriott Bonvoy members, VIPs, & repeat guests. Respond to guest requests for special arrangements or services (e.g, transportation, reservations). Follow up with guests to ensure satisfaction & address any concerns. Review & keep track of cost in (CL) charges. Prepare monthly reports for (CL) covers, billings & preferences, to distribute weekly and monthly- As Manager of the Call Center I oversee the daily operations, ensuring excellent customer service & exceeding the guest needs, while also managing and motivating a team of (CC) rep. Training & guiding the team on proper verbiage, Ritz-Carlton standards, LSOPs & any other delegates duties. Updating the (CC) on any new policies, procedures or information. Making sure the team comunicantes through the proper channels any guest requests, opportunities or anticipated needs- I also attended to the Front Desk Management duties when needed & when the Managers are or on PTO.