ADRIAN RAMIREZ LOPEZ
Watsonville
Summary
Guest Experience Supervisor with hands-on leadership experience in hospitality operations, front desk management, and guest recovery. Proven ability to lead teams, create and enforce SOPs, resolve complex guest concerns, and support revenue goals across multi-property hotel environments. Process-driven and guest-focused with strong technical and organizational skills.
Overview
3
3
years of professional experience
Work History
FRONT DESK SUPERVISOR
Best Western Plus Inn Scotts Valley
Scotts Valley
01.2024 - Current
- Supervise front desk operations and guest experience while supporting sister properties
- Lead and support a team of 5+ Front Desk Agents; coordinate daily with Housekeeping
- Act as Manager on Duty, resolving escalated guest concerns and authorizing overrides and comps
- Train all new Front Desk hires; create SOPs, training guides, and operational checklists
- Conduct daily inspections of vacant clean rooms to ensure brand standards
- Manage credit card authorizations, billing corrections, refunds, and daily cash handling
- Handle guest feedback, surveys, and corporate complaints with proactive recovery
- Book and manage 10+ group blocks generating $100K+ in revenue
- Enroll an average of 22+ guests per month in Best Western Rewards
- Utilize Jonas Chorum PMS and Hilton PEP PMS for daily operations and reporting
E-COMMERCE FULL STACK DEVELOPER (CONTRACT)
11.2022 - Current
- Designed and developed e-commerce solutions with React.js and Shopify.
- Implemented Stripe for secure payment processing.
- Managed inventory levels, ensuring product availability and minimizing stockouts.
WEB SOFTWARE ENGINEER INTERN
County of Monterey
06.2023 - 07.2024
- Improved accessibility, QA, and SEO compliance scores to 90%+ using Siteimprove
- Updated web components using HTML, CSS, and JavaScript
- Trained staff on accessible content creation, and managed content using Granicus CMS.
Education
Bachelor of Science - Web Design & Engineering, Computer Science & Engineering
Santa Clara University
Santa Clara, CA06.2022
Skills
- Guest Experience Leadership
- Front Desk Supervision
- SOP Development
- Group Sales & RFPs
- Jonas Chorum
- Hilton PEP
- Training & Team Leadership
- Bilingual Communication
- Process Improvement
Languages
- English
- Spanish
Timeline
FRONT DESK SUPERVISOR
Best Western Plus Inn Scotts Valley
01.2024 - Current
WEB SOFTWARE ENGINEER INTERN
County of Monterey
06.2023 - 07.2024
E-COMMERCE FULL STACK DEVELOPER (CONTRACT)
11.2022 - Current
Bachelor of Science - Web Design & Engineering, Computer Science & Engineering
Santa Clara University