Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Alexis Acosta

Alexis Acosta

Miami

Summary

Proven leader in hospitality management, adept at elevating guest experiences and streamlining operations at Castle Group. Excelled in staff training, boosting team efficiency, and enhancing customer satisfaction through expert problem-solving and superior guest relations. Skilled in reservations management and data entry, significantly contributing to operational excellence and positive client feedback. Versatile Front Desk Supervisor adept at managing guest expectations, hotel reputation and business needs. Effective multitasker and clear communicator with 8 years in hospitality industry. Experience managing front desk team of guest service specialists.

Overview

8
8
years of professional experience

Work History

Front Desk Supervisor

CastleGroup
08.2020 - Current
  • Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
  • Trained new staff on correct procedures, compliance requirements, and performance strategies.
  • Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
  • Collaborated with team members to handle guest requirements from check-in through check-out.
  • Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
  • Scheduled and assigned daily work and activities for team members.
  • Communicated regularly with management on front desk performance, identifying areas for improvement or growth opportunities.
  • Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer inquiries promptly.
  • Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Entered and updated sensitive customer information during check-ins and room changes.
  • Answered multi-line phone system and transferred callers to appropriate department or staff member.
  • Monitored inventory levels of office supplies, placing orders as needed to avoid shortages or delays in daily tasks.
  • Maintained a high level of professionalism, ensuring all staff followed hotel policies and procedures consistently.

Administrative Assistant

TSTA Travel Agency
01.2018 - 08.2020
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
  • Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
  • Ensured accurate record-keeping with diligent data entry and database management for vital company information.
  • Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
  • Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
  • Restocked supplies and placed purchase orders to maintain adequate stock levels.
  • Executed record filing system to improve document organization and management.
  • Scheduled office meetings and client appointments for staff teams.
  • Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.

Front Desk Receptionist

Castle Group
01.2016 - 01.2018
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
  • Scheduled, coordinated and confirmed appointments and meetings.
  • Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
  • Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
  • Collected room deposits, fees, and payments.
  • Enhanced customer satisfaction by providing efficient and professional front desk services.
  • Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
  • Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
  • Completed data entry and filing to keep records updated for easy retrieval.
  • Developed strong working relationships with team members, fostering a positive work environment.
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
  • Resolved customer issues quickly and notified supervisor immediately when problems escalated.

Education

High School Diploma -

Miami Dade College
Miami, FL
06.2015

Skills

  • Time Management
  • Guest Relations
  • Reservations Management
  • Problem-solving skills
  • Customer Service Management
  • Word Processing
  • Data Entry Efficiency
  • Training and mentoring
  • Staff Supervision
  • Team building proficiency
  • Staff Training and Development
  • VIP guest relations
  • POS System Operation
  • Reservation Management
  • Team building and supervision
  • Data Entry
  • Computer Skills
  • Office Administration
  • Customer Service

Languages

English
Full Professional
Spanish
Native or Bilingual

Timeline

Front Desk Supervisor

CastleGroup
08.2020 - Current

Administrative Assistant

TSTA Travel Agency
01.2018 - 08.2020

Front Desk Receptionist

Castle Group
01.2016 - 01.2018

High School Diploma -

Miami Dade College

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Alexis Acosta