Alexandria Nichols
ST. ALBANS,WEST VIRGINIA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the seasonal/tourism industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success.
Overview
6
6
years of professional experience
Work History
Location Manager
Xanterra Parks And Resorts
04.2021 - Current
- Oversaw operations of Swiftcurrent Motor Inn with 95 guest rooms, camp store, restaurant and 60+ employees.
- Enhanced team workflows and employee job satisfaction by coordinating communication between managers and employees.
- Promoted employee welfare by maintaining proper protocols throughout investigations and disciplinary procedures.
- Collaborated with HR team to establish useful implementation of employee relations programs and initiatives.
- Facilitated communication and collaboration with employees and management to encourage teamwork and rapport.
- Managed conflict resolutions to encourage professional and positive relationships and peace and order.
- Processed new hires, transfers, and separations.
- Managed on property accounting - provided departments with change banks for employees.
Front Desk Agent
The Kentucky Castle
11.2022 - 04.2023
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Collected room deposits, fees, and payments.
- Answered customer telephone calls promptly and appropriately handled needs.
- Used internal software to process reservations, check-ins and check-outs.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintained clean and organized front desk areas to uphold polished company image.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
Registered Behavior Technician
Hopebridge Autism Therapy Center
11.2021 - 04.2022
- Observed, monitored and recorded problem behaviors through accurate behavior-consequence data collection, graphs, and anecdotal notes.
- Supported client using principles of applied behavior analysis.
- Intervened with clients' challenging behaviors by reinforcing therapeutic alternatives and coping mechanisms.
- Kept accurate records by documenting progress and adhering to prescribed behavior plan.
- Learned specialized behavior approaches to implement behavioral strategies.
- Promoted positive interactions with children with ADHD, Autism and oppositional defiance behavior by using visual supports, simplifying communication, and utilizing stress scales to turn emotions into concrete concepts.
- Collaborated with other professionals to develop and modify individualized treatment plans.
Guest Services Manager
XANTERRA
05.2020 - 07.2020
- Train staff members; observe and monitor staff performance to ensure efficient operations and adherence to facility's policies and procedures
- Greet and register guests
- Answer inquiries pertaining to hotel policies and services, and resolve occupants' complaints
- Receive and process advance registration payments, mail letters of confirmation, or return checks when registrations cannot be accepted
- Show, rent, or assign accommodations
- Arrange telephone answering services, deliver mail and packages, or answer questions regarding locations for eating and entertainment.
- Developed and implemented strategies to improve guest experiences and build loyalty.
Guest Services Assistant Manager
XANTERRA
05.2019 - 09.2019
- Greet and register guests
- Answer inquiries pertaining to hotel policies and services, and resolve occupants' complaints
- Train staff members; observe and monitor staff performance to ensure efficient operations and adherence to facility's policies and procedures
- Participate in financial activities such as the setting of room rates, the establishment of budgets, and the allocation of funds to departments
- Receive and process advance registration payments, mail letters of confirmation, or return checks when registrations cannot be accepted
- Show, rent, or assign accommodations
- Arrange telephone answering services, deliver mail and packages, or answer questions regarding locations for eating and entertainment.
Food Service Worker
YMCA OF THE ROCKIES, SNOW MOUNTAIN RANCH
11.2018 - 04.2019
- Maintain positive and professional attitude towards guests and staff
- Maintain sanitary work and dining areas, which exceed state health standards
- Operate commercial food service equipment (i.e
- Dishwasher, slicer, and mixer)
- Assist with meal preparation
- Assist with sack lunch preparation
- Help with trash/cardboard removal
- Help in perishable rotation
- Provide assistance with inventory storage
- Provide additional delivery setup
- Possess excellent customer service skills; for example, friendly, personable, helpful, patient, and professional
- Check and sell meal guest tickets at the "check stand"
- Operate the cash register and balance cash box
- Keep service lines clean and fully stocked with food and supplies (plates, cups, etc.)
- Clean dining tables
- Wash dishes
- Sweep and mop floors
- Vacuum carpets
- Clean bathrooms
Lead Front Desk Agent
01.2018 - 05.2018
- Greet, register, and assign rooms to guests of hotels or motels
- Verify customers' credit, and establish how the customer will pay for the accommodation
- Contact housekeeping or maintenance staff when guests report problems
- Make and confirm reservations
- Keep records of room availability and guests' accounts, manually or using computers
- Compute bills, collect payments, and make change for guests
- Record guest comments or complaints, referring customers to managers as necessary
- Review accounts and charges with guests during the check-out process
- Advise housekeeping staff when rooms have been vacated and are ready for cleaning
- Answer inquiries pertaining to hotel services, guest registration, and travel directions, or make recommendations regarding shopping, dining, or entertainment
- Clean and maintain lobby and common areas, such as restocking supplies and watering plants
- Issue room keys and escort instructions to bellhops.
Front Desk Agent
Xanterra Parks & Resorts
06.2017 - 09.2017
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Collected room deposits, fees, and payments.
- Answered customer telephone calls promptly and appropriately handled needs.
- Used internal software to process reservations, check-ins and check-outs.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintained clean and organized front desk areas to uphold polished company image.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
Education
High School Diploma -
NITRO HIGH SCHOOL
NITRO, WEST VIRGINIABachelor of Arts - Psychology
MOUNT VERNON NAZARENE UNIVERSITY
MOUNT VERNON, OHIO04.2017
Skills
- Management
- Team Supervision
- Cash Handling
- Complaint Management
- Managing Terminations
- Issue and Conflict Resolution
Timeline
Front Desk Agent
The Kentucky Castle
11.2022 - 04.2023
Registered Behavior Technician
Hopebridge Autism Therapy Center
11.2021 - 04.2022
Location Manager
Xanterra Parks And Resorts
04.2021 - Current
Guest Services Manager
XANTERRA
05.2020 - 07.2020
Guest Services Assistant Manager
XANTERRA
05.2019 - 09.2019
Food Service Worker
YMCA OF THE ROCKIES, SNOW MOUNTAIN RANCH
11.2018 - 04.2019
Lead Front Desk Agent
01.2018 - 05.2018
Front Desk Agent
Xanterra Parks & Resorts
06.2017 - 09.2017
High School Diploma -
NITRO HIGH SCHOOL
Bachelor of Arts - Psychology
MOUNT VERNON NAZARENE UNIVERSITY
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