Alana James
Gainesville
Summary
I excel in enhancing customer satisfaction and streamlining operations. Skilled in Information Security, Server infrastructure and exceptional customer service, I've effectively reduced complaints and fostered significant improvements in service delivery, leveraging technology and interpersonal skills to drive performance and guest experience enhancements.
Overview
7
7
years of professional experience
Work History
Guest Services Manager
Gator Hospitality
10.2023 - 03.2025
- Enhanced internal communication by developing clear guidelines for interdepartmental collaboration related to guest requests or concerns.
- Supervised a team of front desk agents, ensuring adherence to policies, procedures, and top-notch customer service standards.
- Optimized scheduling practices to ensure adequate coverage during peak times while controlling labor costs effectively.
- Assisted with check-ins and check-outs during high traffic seasons to deliver excellent customer service.
- Leveraged guest feedback to identify areas for improvement and implement necessary changes in procedures or offerings.
- Reduced guest complaints by proactively resolving potential issues and maintaining open communication channels.
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Established partnerships with local businesses to provide exclusive benefits for hotel guests, increasing overall value perception.
- Streamlined check-in and check-out processes for improved efficiency and guest experience.
Small Business Owner
Akashic Studios
12.2017 - 09.2023
- Managed daily operations for a successful small business, ensuring efficient processes and quality services.
- Established a loyal customer base by providing personalized attention, addressing concerns promptly, and exceeding expectations.
- Promoted business via social media to generate leads and maximize brand identity.
- Enhanced company reputation by consistently delivering exceptional service quality to customers.
- Advertised products and services online, social media and through traditional campaigns to target ideal consumers.
- Achieved consistent growth with careful planning and execution of business development initiatives.
- Participated actively in local community events or organizations as a way to give back while expanding brand visibility and credibility.
- Researched trends and current innovations to determine competition and develop competitive pricing points.
- Designed business plan to define concept, short-term and long-term goals and strategies.
- Launched new products or services by conducting market research, identifying opportunities, and developing targeted promotional campaigns.
Education
Bachelor Of Information Technology - Information Security
Santa Fe College
Gainesville, FLArchitectural Drafting
Tidewater Community College
Norfolk, VA06.2016
Skills
- Information security protocols & Authentication
- Cyber Security
- Web Editing & Design HTML / CSS
- Infrastructure Technology / Server Technologies
- Microsoft OS
- Linux OS
- Mac OS
- Troubleshooting Microsoft OS
- Multitasking proficiency
- Customer service
- Customer satisfaction
- Implementing policies
- Staff training and development
- Complaint resolution
- Personnel management
- Generating reports
- Data analysis
- Performance improvement
- Schedule setting
- Database management
- CompTia
- Security
Timeline
Guest Services Manager
Gator Hospitality
10.2023 - 03.2025
Small Business Owner
Akashic Studios
12.2017 - 09.2023
Bachelor Of Information Technology - Information Security
Santa Fe College
Architectural Drafting
Tidewater Community College
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