Alexandria Palmer
Santa Cruz
Summary
Dynamic and detail-oriented professional with a strong background in customer service at Fairfeild Inn and Suites by Marriott. Proven ability to resolve problems effectively while maintaining a friendly demeanor. Skilled in hotel management software and fostering teamwork, enhancing guest satisfaction through personalized service and attention to detail.
Overview
8
8
years of professional experience
Work History
Front Desk Agent
Fairfeild Inn and Suites by Marriott
Capitola, CA
2024 - Current
- Collaborated with housekeeping to ensure room readiness, contributing to overall guest experience improvement.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Updated guest profiles with preferences and requests for personalized service in future stays.
- Facilitated welcoming environment, greeting guests upon arrival.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Resolved guest complaints with effective problem-solving, improving overall guest experience.
- Promoted hotel amenities and services to guests, enhancing their stay.
Front Desk Agent
The Holiday Inn Express
Santa Cruz, CA
2022 - 2024
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Assisted in training new front desk agents, sharing best practices and procedures.
- Trained new staff members in customer service techniques and hotel operations.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Collected room deposits, fees, and payments.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Promoted hotel amenities and services to guests, enhancing their stay.
- Developed quick reference guide for local attractions and dining, enriching guest experience.
Front Desk Agent
The Inn at Pasatiempo
Santa Cruz, CA
2016 - 2021
- Welcomed guests, providing exceptional customer service and addressing inquiries effectively.
- Managed reservations using hotel management software, ensuring accuracy and efficiency in bookings.
- Coordinated check-in and check-out processes, enhancing guest satisfaction through streamlined operations.
- Assisted in resolving guest complaints promptly, maintaining high service standards and fostering repeat business.
- Processed payments accurately, adhering to financial procedures and ensuring secure transactions for guests.
- Collected room deposits, fees, and payments.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Answered customer telephone calls promptly and appropriately handled needs.
- Resolved guest complaints with effective problem-solving, improving overall guest experience.
- Promoted hotel amenities and services to guests, enhancing their stay.
- Developed quick reference guide for local attractions and dining, enriching guest experience.
Sales Clerk
Donnellys Chocolates
Santa Cruz, CA
01.2018 - 01.2019
- Assisted customers with product selection and inquiries to enhance shopping experience.
- Processed transactions efficiently using point-of-sale systems, ensuring accurate cash handling.
- Maintained organized merchandise displays to improve accessibility and visual appeal.
- Collaborated with team members to manage inventory levels and stock replenishment.
Client Services Member Representative
YMCA Camp Campbell
Boulder Creek, CA
2016 - 2018
- Collaborated with team members to develop solutions for client concerns, promoting a positive environment.
- Communicated effectively with families regarding program details and schedules, enhancing client satisfaction.
- Provided support in organizing camp activities, fostering participant engagement and enjoyment.
- Assisted clients with inquiries and registration processes, ensuring seamless experiences.
- Trained new staff on customer service protocols, ensuring consistent delivery of quality support services.
- Established trust with clients by consistently delivering on promises while maintaining open lines of communication.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Delivered prompt service to prioritize customer needs.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Games and Arcade Lead
Seaside Company
Santa Cruz, CA
2015 - 2017
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Strengthened communication skills through regular interactions with others.
- Organized and detail-oriented with a strong work ethic.
- Developed and maintained courteous and effective working relationships.
- Supervised games along the boardwalk
Education
Associate of Science - Electrical Engineering
Cabrillo College
Aptos, CAHigh School Diploma -
Santa Cruz High School
Santa Cruz, CASkills
Problem resolution
Calm under pressure
Computer skills
Flexible and adaptable
Attention to detail
Customer service
Friendly, positive attitude
Teamwork and collaboration
Timeline
Sales Clerk
Donnellys Chocolates
01.2018 - 01.2019
Associate of Science - Electrical Engineering
Cabrillo College
High School Diploma -
Santa Cruz High School
Front Desk Agent
Fairfeild Inn and Suites by Marriott
2024 - Current
Front Desk Agent
The Holiday Inn Express
2022 - 2024
Front Desk Agent
The Inn at Pasatiempo
2016 - 2021
Client Services Member Representative
YMCA Camp Campbell
2016 - 2018
Games and Arcade Lead
Seaside Company
2015 - 2017