ALEXANDRA FROUDE
SOBOBA CASINO RESORT
Yucaipa,CA
19
years of professional experience
Guest Services Supervisor guiding frontline staff to deliver consistent service across a fast-paced casino hospitality setting. Supports guest recovery, complaint resolution, and service standards by coaching employees, setting expectations, and stepping in during high-volume periods. Builds positive guest interactions that strengthen satisfaction and repeat visits.
Work History
REWARDS SUPERVISOR
5 Years 8 Months- Supervised daily operations of players club representatives and card ambassadors, fostering communication and motivation to enhance club membership and improve guest satisfaction.
- 12/2020 – PRESENT
CLEAN TEAM SUPERVISOR
6 Months- Provide customer service to guest while on the casino floor. Ensure the cleanness of the casino and gaming floor while complying with COVID-19 regulations. Schedule staff, assist with payroll in a timely manner for employees under Clean Team.
- 06/2020-12/2020
VALET SUPERVISOR
10 Months- Provide the highest quality customer service to all casino guests, employees, and casino departments. Positive interactions with guests and team members. Administered team building and coaching to create a positive working environment while following all policy and procedures.
- 08/2019 – 06/2020
PLAYERS CLUB REPRESENTIVE
10 Months- While using excellent customer service skills to interact with guest, and maintaining a professional attitude to explain promotions through out the casino, issue comps, and explain casino gaming procedures, as well as diffusing guest concerns and issues during their casino stay.
- 10/2018 – 08/2019
VALET ATTENDANT
11 Years 2 Months- Using excellent customer service to greet guest upon arrival, retrieve vehicle in a safe and efficient manner, as well as wish them a warm fare well while maintain a professional upbeat attitude.
- 04/2007 – 06/2018
Senior Transportation Supervisor
1 Year 4 Months- Oversaw daily transportation operations, ensuring timely delivery of guests and supplies.
- Coordinated logistics for event transportation, optimizing routes and schedules to enhance efficiency.
- Facilitated training and mentorship for staff on safety protocols to enhance team performance.
Education
HIGH SCHOOL DIPLOMA
JUNE 2002
Skills
Customer service
Guest relations
Complaint resolution
Membership promotion
Service recovery
Shift supervision
Staff scheduling
Payroll support
Microsoft Office knowledge
Oasis computer software
Conflict mediation
Performance evaluations
Incident reporting
ACHIEVEMENTS
Numerous 100% on Secret Shopper, Employee of the Quarter Winner, Employee of the year 2016
Timeline
Senior Transportation Supervisor
Soboba Casino Resort
03.2022 - 07.2023Read More
REWARDS SUPERVISOR
SOBOBA CASINO RESORT
12.2020 - CurrentRead More
CLEAN TEAM SUPERVISOR
SOBOBA CASINO RESORT
06.2020 - 12.2020Read More
VALET SUPERVISOR
SOBOBA CASINO RESORT
08.2019 - 06.2020Read More
PLAYERS CLUB REPRESENTIVE
SOBOBA CASINO RESORT
10.2018 - 08.2019Read More
VALET ATTENDANT
MORONGO CASINO RESORT AND SPA
04.2007 - 06.2018Read More
BEAUMONT SENIOR HIGH SCHOOL
HIGH SCHOOL DIPLOMA
Read More