Sergio Ramirez Email & Phone Number

Everett, Massachusetts, United States

-Create an exceptional experience for guests at the Beer Garden.-Manage logistics for all Beer Garden locations, which includes scheduling, providing accurate data for payroll, hiring, permitting, inventory management, and handling other administrative needs.-The role involves both administrative and hands-on shifts at the Gardens, where you'll be the leader of the crew.-Monitor the training and development of new employees and be responsible for their progress.-Manage operations with passion, integrity, and knowledge while promoting the culture and values of Night Shift Brewing.-Assign duties, delegate tasks, and follow up with all team members to ensure that duties are completed; provide hands-on assistance as needed.-Continuously review operations and staff to identify any problems, concerns, and opportunities for improvement.-Provide coaching and feedback to staff and assess performance on an ongoing basis.-Implement inventory control procedures to reduce product loss.-Ensure that the team is trained in all policies and procedures.-Monitor product and labor costs consistently to remain within goals.-Solicit guest feedback to understand customer needs and wants.-Conduct staff and daily pre-shift meetings as required.

Boston, Massachusetts, United States

Sam Adams Boston Taproom

• Provided world-class customer service while maintaining a positive atmosphere for guests in the Tap Room• Educated customers on the process of brewing beer and the ingredients required, utilizing my Cicerone Certified Beer Server knowledge• Increased sales by engaging visitors with samples of brewery beers and promoting crowler to-go options when appropriate• Managed cash handling and sales through Square for Restaurants with a high level of accuracy• Demonstrated excellent customer service skills with a customer-first attitude, resulting in high levels of customer satisfaction• Developed a comprehensive understanding of the history and mission of Samuel Adams and the brewing process, which I utilized to enhance the customer experience• Maintained a clean and hygienic bar area to ensure the safety and satisfaction of guests

Boston

• Welcomed and registered guests in a courteous and professional manner, ensuring a high level of guest satisfaction. Verified guest credit and processed payments upon check-out• Efficiently operated the multi-line telephone switchboard, receiving and transferring all calls, voice messages, and mail of guests and hotel employees• Assisted guests with all needs, including luggage transportation, restaurant reservations, and housekeeping and maintenance requests, ensuring a memorable and enjoyable stay• Proactively resolved guest complaints and concerns, utilizing strong problem-solving skills and effectively communicating with the manager to ensure guest satisfaction• Demonstrated a comprehensive knowledge of hotel services, local shopping, dining, entertainment, and travel directions, providing helpful recommendations and advice to guests

Austin, Texas

• Efficiently managed the pickup and delivery of financial and real estate documents and related materials, ensuring timely and accurate delivery to clients• Maintained a high level of professionalism and discretion when interacting with clients, providing exceptional customer service at all times• Strategized and developed efficient and safe daily delivery schedules, and adeptly adapted to changing conditions to ensure timely and accurate deliveries

Austin, Texas Area

• Directed day-to-day guest services operations for a 42-room hybrid home-hotel, ensuring a seamless and exceptional guest experience• Collaborated closely with the Founder/Owner, Operations managers, and staff to create a cohesive brand voice and facilitate effective communication with guests across multiple channels• Prioritized effective communication and training of staff to promote the continued success of the brand.• Developed specific goals and organized priorities to ensure the success of Guest Services• Skillfully handled complaints, disputes, and conflicts while utilizing strong negotiation skills to resolve grievances and maintain guest satisfaction

Austin, Texas Area

• Built and nurtured a high-performing division staff by creating a positive and engaging work environment, leading by example, empowering, and coaching throughout the employment lifecycle• Maintained a keen awareness of operational and financial performance, actively participating in the budget process and accurately forecasting for optimal staffing and supply levels, maximum flow-through, and exceptional guest experiences• Oversaw rooms and related area operations, actively observing guest experiences and staff interactions. Actively listened to guests and associates, transforming problems into solutions and ensuring a memorable stay for guests• Performed routine maintenance on hotel and restaurant equipment as needed, ensuring that all equipment was properly functioning and in top condition

Austin, Texas Area

• Performed nightly accounting and managed databases for Rooms, Food & Beverage transactions, ensuring accuracy and completeness of financial records.• Executed concierge duties by effectively planning, recommending, and providing up-to-date information on various activities and events in the city and surrounding areas, creating a positive and memorable experience for guests.• Provided excellent service for guests throughout their stay, from arrival to departure, responding to inquiries, concerns, and needs with the highest level of professionalism and hospitality.• Provided additional security support to ensure the safety and well-being of guests and property.• Provided light-duty maintenance after-hours as needed, ensuring the property was maintained to the highest standards.

Austin/San Antonio Region

• Successfully arranged and conducted meetings with professional athletes while maintaining the utmost discretion and privacy• Consistently met goals set forth by a high-profile sports memorabilia and collectibles company, contributing to the success of the business• Held responsibility for the care and safe shipment of high-value items, ensuring that materials were handled with care and properly packaged for safe transport upon completion

Austin, Texas

• Developed and executed effective marketing strategies for online, social, and print media channels for the hotel and restaurant, resulting in a 115% increase in social media presence within the first 6 months• Contributed to the development of off-site Food & Beverage events, collaborating with internal teams and external partners to create engaging and memorable experiences for guests• Developed and implemented standard operating procedures for multiple departments, improving efficiency, productivity, and consistency in service delivery• Evaluated, designed, and oversaw the preservation of a historic 100+ year old property through various maintenance projects, ensuring the highest standards of safety, quality, and guest satisfaction• Led a team of 20 employees, fostering a positive and inclusive work environment and providing coaching and support to enable team members to achieve their goals and maximize their potential• Part of property opening team in 2003, playing a critical role in launching the hotel and establishing its reputation for excellence in service and hospitality

Portland, Texas

• Provided financial guidance to customers, recommending products tailored to individual needs and preferences• Executed customer requests efficiently, ensuring satisfaction with banking services• Served as a bank officer, responsible for upholding the institution's policies and procedures

Portland, Tx

• Conducted training sessions on property management and multi-lined phone systems, ensuring that employees were equipped with the necessary skills to perform their duties effectively• Provided top-notch service to guests, responding promptly to requests and concerns and ensuring a positive experience throughout their stay• Managed inventory levels for the hotel snack shop, maintaining optimal stock levels and facilitating efficient resupply operations• Led a team of 10 employees, providing guidance, training, and support to optimize performance and achieve goals• Played an integral role in the opening of the property in 2009, contributing to its successful launch and continued operation

Austin, Texas

• Provided concierge services, offering recommendations and coordinating guest activities and attractions• Managed hotel gift shop inventory and supplies, ensuring timely restocking and maintaining accurate records• Assumed manager on-duty status, overseeing staff and addressing guest concerns and issues in a timely and effective manner

Austin, Tx

-Developed and executed customer service programs-Conducted systems training for all property management systems-Addressed and provided solutions to guest concerns and needs-Oversaw and supervised all duties performed by Front Office employees-Part of the opening team in 2003

B.A., History

Activities and Societies: Hispanic Students Association, St. Edward's University Oral History ProjectGraduated with a focus on Texas.

Certificate, Hospitality Management/Revenue Management