Charles Ratazak
Denver
Summary
Detail-oriented Operations Manager with a focus on continuous improvement and maintaining high performance standards.
Hospitality professional with keen eye for operational excellence and guest satisfaction. Proven ability to streamline front office processes and elevate customer service standards. Team-oriented with strong focus on collaboration and adaptability, ensuring seamless coordination and positive outcomes. Skilled in conflict resolution and staff supervision.
Overview
10
10
years of professional experience
Work History
Assistant Front Office Manager
Hilton Hotels / O'Rielly Hospitality Management
07.2025 - Current
- Supervised front office operations ensuring seamless guest check-in and check-out experiences.
- Developed training programs for front desk staff enhancing service quality and operational efficiency.
- Implemented procedures for managing guest inquiries, resulting in improved satisfaction ratings.
- Coordinated with housekeeping to maintain optimal room availability and cleanliness standards.
- Analyzed guest feedback to identify trends and recommend strategic improvements in service delivery.
Operations Manager
Hilton - Home2 / Tru
11.2023 - 12.2024
- Oversaw/Directed Banquets, Breakfast, Bar, Market/Gift Shop and worked closely with department heads of Sales, Front Desk, Housekeeping, and Valet to help provide support where needed throughout entire hotel.
- Developed and implemented strategic plans to improve operational efficiency and reduce costs throughout multiple vendors.
- Performed regular quality control checks to maintain high standards and compliance with company policies.
- Collaborated with cross-functional teams to achieve operational goals.
- Review and implement new staff training processes, incentive programs, and career advancement initiatives to identify, coach, and support high performers.
Guest Service Manager
Hilton - Home2 / Tru
08.2022 - 11.2023
- Managed front desk operations and coordinated guest check-ins and check-outs.
- Resolved guest complaints and provided exceptional customer service.
- Collaborated with other departments to ensure a smooth guest experience.
- Trained new staff members on guest service protocols and procedures.
- Implemented strategies to improve guest satisfaction and loyalty.
- Participated in hotel events and promotions to enhance guest engagement.
Front Desk Manager
Newport City Inn & Suites
06.2015 - 07.2022
- Led team of 10 front desk associates, leading to an overall 20% increase in guest satisfaction scores through implementation of new check-in procedures which reduces check-in time by 25%, while enhancing guest experience.
- Managed daily operations, including guest arrivals/departures, handling ~100 check-ins per day.
- Collaborated with heads of departments to streamline communications resulting in increased operational efficiency.
- Oversaw Valet, Market/Gift Shop, and Breakfast Operations in addition to Front Desk.
Education
Bachelor of Science Business Administration - Organizational Leadership
Southern New Hampshire University
Manchester, NH08.2022
Skills
- Team leadership
- Service excellence
- Team development
- Effective problem resolution
- Organizational strategy development
- Effective leadership
- Continuous process evaluation
- Employee supervision
- Staff training and development
- Front desk operations
Timeline
Assistant Front Office Manager
Hilton Hotels / O'Rielly Hospitality Management
07.2025 - Current
Operations Manager
Hilton - Home2 / Tru
11.2023 - 12.2024
Guest Service Manager
Hilton - Home2 / Tru
08.2022 - 11.2023
Front Desk Manager
Newport City Inn & Suites
06.2015 - 07.2022
Bachelor of Science Business Administration - Organizational Leadership
Southern New Hampshire University
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