1. RYAN ALVAREZ
9C Marsh Creek Heights Road • Gettysburg, Pennsylvania 17325
RyanAlvarez2121@gmail.com • 813.382.7600
Highly Motivated Guest Services Representative Focused On “The Total Guest Experience”
Seeking Front Office Management Opportunity To Maximize My Skill Set
SUMMARY OF QUALIFICATIONS
• Self-motivated guest services professional who exceeds all goals and expectations.
• Astute guest services and hospitality skills, making it “always about the guest”.
• Strong leadership skills with the ability to motivate, coach, and develop a successful team.
• Exceptional ability to communicate effectively with people from diverse backgrounds.
• Proven ability to change a customer complaint into a positive customer outcome.
• Ability to manage multiple tasks in a deadline-driven environment while maintaining a focus on
quality, customer service, and revenue generation.
• Bilingual speaking English and Spanish.
PROFESSIONAL EXPERIENCE
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GUEST RELATIONS COORDINATOR August 2015 – Present
Courtyard Marriott (Interstate Hotels & Resorts) Gettysburg, Pennsylvania
Provides above and beyond guest services for high volume 152-room hotel in Historic Gettysburg
• Provides excellent guest services to thousands of guests annually striving to create “the perfect guest
experience” 100% of the time.
• Exceeds all company core values by delivering “refreshing service” to all guests 100% of the time.
• Focuses on “service essentials” by maintaining accurate room and product inventories.
• Oversees and manages complex large group check-in procedures, exceeding all corporate standards.
• Manages large banquet event orders and rooming lists to accommodate specific group requirements.
• Effectively communicates with hotel department teams to assure complete guest satisfaction.
• Always exceeds excellent guest services, focusing on increasing guest retention while remaining
aware of hotel census at all times.
• Receives outstanding “Mighty Oaks Achievers” guest satisfaction scores on a weekly basis.
• Recognized as “I Am Interstate” for the entire complex, January 2016.
GUEST RELATIONS COORDINATOR December 2014 – August 2015
Country Inn And Suites By Carlson Gettysburg, Pennsylvania
Provides all facets of superior guest services for a high volume 83-room hotel in Historic Gettysburg
• Delivered “above and beyond” professional guest services to thousands of guests annually.

2. RYAN ALVAREZ ● RYANALVAREZ2121@GMAIL.COM
813.382.7600 ● Page 2
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• Received corporate award within first 180 days of employment for receiving more than 50 positive
guest feedback surveys, exceeding general management positive surveys.
• Acted as hotel manager on duty during staffing shortages or heavy guest arrivals and departures.
• Assisted guests with making, changing and cancelling simple and complex hotel reservations
• Served as concierge while assisting guests with ground transportation and travel coordination.
• Helped guests coordinate local entertainment related to Gettysburg historic sight seeing and events.
• Resolved guest issues promptly at lowest possible level ensuring excellent guest satisfaction.
• Easily provided fluid check-in, checkout and guest services for large tour bus groups.
CUSTOMER SERVICE REPRESENTATIVE January 2014 – November 2014
Pollo Tropical Restaurant Tampa, Florida
Served guests enjoyable Caribbean and Latin food in a very busy multi-cultural restaurant.
• Provided guests excellent customer service at high-end fast food establishment.
• Ensured orders were correctly filled for all guests dining in and carry out services.
• Promoted healthy eating to all customers through diverse menu choices for adults and children.
• Assisted in marketing catering services and party planning events to all customers to increase sales.
• Fluent in all opening and closing procedures of busy restaurant including cash drawer verifications.
• Focused on business growth by creating referrals to corporate office for franchising opportunities.
EDUCATION AND TRAINING
HIGH SCHOOL GRADUATE
STEINBRENNER HIGH SCHOOL
Earned High School Diploma, 2011
CERTIFICATIONS AND ADDITIONAL TRAINING
• Earned “Tips” Certification in order to sell adult guests alcoholic beverages.
• Hotel Management Training Course, Country Inn and Suites By Carlson.
COMPUTER SKILLS
Adept level of computer literacy in hotel business computer software including:
• Highly Proficient in “Fosse” Hotel Guest Management Software & Switchboard Telephone Systems
• Opera Hotel Guest Software
• Microsoft Office (word, power point and excel).
• Typing 50+ WPM