Family has been a focal point in my life Raising my son as a single mother and caring for disabled mother have been a large part of my life Now my responsibilities have shifted and I'm looking forward to refocusing on my professional career
Alexandra Lawson
Guerneville,CA
Summary
Dynamic professional with a proven track record at Hugh Groman Group, excelling in relationship building and problem resolution. Recognized for enhancing client satisfaction and streamlining operations. Adept at multitasking and maintaining a calm demeanor under pressure, delivering exceptional service while training staff to achieve organizational goals.
Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Overview
27
27
years of professional experience
Work History
Airbnb Property Management
Hugh Groman Group
06.2019 - 11.2024
- Adaptable individual with exceptional interpersonal skills and talent for building relationships. Known for delivering outstanding service and enhancing client satisfaction. Focused on fostering positive interactions and creating collaborative environment.
- Resolved problems, improved operations and provided exceptional service.
- Managed time efficiently in order to complete all tasks within deadlines.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Versatile professional with strong problem-solving skills and history of adapting to diverse challenges. Applies innovative solutions and technical expertise to deliver exceptional results. Committed to streamlining processes and advancing organizational objectives.
- Skilled at working independently and collaboratively in a team environment.
- Proved successful working within tight deadlines and a fast-paced environment.
Guest Service Manager
Osmosis Day Spa
03.2000 - 09.2018
- Oversaw lobby operations and concierge services.
- Monitored staff training, scheduling and shift changes.
- Attended to customer needs, responding to questions, complaints and escalations.
- Led spa tours for new members to familiarize guests with services provided.
- Maximized efficiency through time management and staff supervision to boost productivity.
- Maintained front desk workstation by keeping it clean and organized.
- Greeted spa guests warmly to create positive first impression of establishment.
- Trained and supervised spa staff on best practices, sales techniques and customer service.
- Handled high priority clients while managing day-to-day activities of spa and employees to maximize profits.
- Recommended spa treatments and services, boosting sales and bringing in new clientele.
Front Desk Receptionist
Hotel La Rose
05.1998 - 02.2000
- Collected room deposits, fees, and payments.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained confidentiality of sensitive data to protect customer and business information.
- Tracked important information in spreadsheets and ran reports or generated graphs using data.
- Operated multi-line telephone system to answer and direct high volume of calls.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Resolved service-related problems and documented actions in system.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Trained new staff members in customer service techniques and hotel operations.
Education
Associate of Arts - General Studies
Santa Rosa Junior College
Santa Rosa, CASpecialized Diploma - Travel And Hospitality
Empire Business College
Santa Rosa, CA01-1998
Skills
- Relationship building
- Cultural awareness
- Active listening
- Friendly, positive attitude
- Quality assurance
- Problem resolution
- Verbal communication
- Collaboration
- Decision-making
- Calm under pressure
- Multitasking
- Conflict resolution
Interests
Timeline
Airbnb Property Management
Hugh Groman Group
06.2019 - 11.2024
Guest Service Manager
Osmosis Day Spa
03.2000 - 09.2018
Front Desk Receptionist
Hotel La Rose
05.1998 - 02.2000
Associate of Arts - General Studies
Santa Rosa Junior College
Specialized Diploma - Travel And Hospitality
Empire Business College
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