Alexander Funes
Washington
Summary
Dynamic professional possesses excellent communication and customer service skills. Builds good rapport with customers through positive engagement. Highly committed to providing outstanding product demonstrations.
Overview
7
7
years of professional experience
Work History
Front Desk Supervisor/Manager on Duty
Watergate Hotel
05.2024 - Current
- Communicated regularly with management on front desk performance, identifying areas for improvement or growth opportunities.
- Collected room deposits, fees, and payments.
- Contributed to the development of new front desk procedures for increased efficiency and better guest service.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Assisted in increasing room occupancy rates by proactively upselling available rooms and services to potential guests.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Empowered front desk staff by promoting a supportive work environment and recognizing individual achievements, resulting in increased morale and productivity.
- Developed strong working relationships with other departments within the hotel, fostering efficient communication channels between teams.
- Attended staff meetings and brought issues to attention of upper management.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Trained team members on new hotel services and products to support promotional efforts.
- Collaborated with other managers on strategic initiatives, sharing best practices to achieve common goals across the organization.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Front Desk Agent/PBX Operator
Watergate Hotel
04.2023 - 05.2024
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Answered customer telephone calls promptly and appropriately handled needs.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Used internal software to process reservations, check-ins and check-outs.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment and shopping activities.
- Retrieved mail, packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal.
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
- Utilized strong multitasking abilities to manage multiple phone lines simultaneously without compromising service quality or caller satisfaction.
- Managed a high volume of incoming calls from both internal and external sources, ensuring efficient call routing and minimal wait times.
- Assisted customers in selecting menu items, answering questions and providing general information.
- Improved room service efficiency by maintaining accurate records of all orders and special requests.
Seasonal Brand Ambassador
Coty
10.2021 - 04.2023
- Assisted with daily opening and closing tasks to maintain clean, neat and professional store.
- Increased brand awareness through event marketing, demonstrations, sales and brand promotion.
- Greeted customers and interacted in natural conversation with goal of developing brand loyalty.
- Communicated product information with confidence and educated consumers about company.
- Engaged, educated, and befriended customers to deliver amazing shopping experience.
- Showed understanding of customer's personal style and preferences when offering product advice.
- Achieved and exceeded sales goals in line with prescribed selling strategy.
- Acted as face of brand at retail events and sampling opportunities at multiple locations.
- Developed creative displays and signage to draw customers to products.
- Increased sales by effectively communicating product benefits.
- Conducted consumer surveys and analyzed purchasing trends.
- Designed, filled, and arranged eye-catching product floorsets to increase sales.
- Planned and organized sampling events by working hand-in-hand with retail store managers and leaders.
Customer Experience Specialist
Honeywell
04.2022 - 10.2022
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
- Received new orders, prepared documentation and assigned personnel in a timely manner.
- Ensured daily amount of 60 to 80 PM accounts were closed by end of business day.
- Monitored flow of paperwork and directed information to appropriate departments.
- Responded to over 60 daily caller requests with information about assistance and timeframes.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Dispatcher
Waste Management
11.2019 - 12.2021
- Used Fuze effectively and efficiently to communicate with drivers on daily basis
- Documented all changes in computer tracking system in OCSD
- Kept detailed track of all available field personnel and all in-progress and completed calls
- Maintained updated and detailed records of calls in physical and electronic database
- Directed all dispatching, routing and tracking of numerous fleet vehicles and districts
- Responded to numerous daily caller requests with information about assistance and time frames
- Evaluated and adjusted over numerous routes based on daily needs, available workers, traffic hazards and weather conditions
Security Lead Officer and Supervisor
SecurAmerica LLC
05.2017 - 06.2019
- Mandarin Oriental Hotel in Washington D.C
- Acted quickly during emergency situations within 3 minutes to reduce opportunity for damage and injury
- Conducted 1-hour patrols of key areas to spot and control security concerns
- Developed plans and strategy to deal with security breaches
- Managed team of 4 security professionals
- Maintained strong customer service while conducting all screenings and ensuring guests felt safe
- Obtained certification in Unarmed Special Police Officer (SPO) and Cardiopulmonary Resuscitation (CPR)
- Reviewed both security camera footage and live feeds to spot trespassers and criminal activity
- Coordinated with security personnel throughout facility via radio device communication, updating colleagues on situations requiring attention or action
- Searched baggage containing potentially prohibited items by hand, demonstrating caution appropriate for level of suspected risk
- Provided basic first aid and CPR to individuals in need of medical care until arrival of emergency medical personnel
- Monitored and evaluated unit performance on key security issues, recommending corrective action programs where appropriate
- Successfully trained 7 new security officers in 1 year period
Education
Associate of Arts - Music
Montgomery College
Rockville, MD05.2015
High School Diploma - undefined
Northwood High School
Silver Spring, MD06.2010
Skills
- Sales and Promotions
- Public Relations
- Marketing Strategies
- Data Entry
- Revenue Generation
- Multitasking Abilities
- Analytical and Critical Thinking
- Leadership/ Time management
- Routing Orders/Opening or Closing Tickets
- First Aid/CPR Certified
- Safety and Security personnel training
- MS Office
- Opera Cloud
- Amadeus HotSOS
- MS Shift
- Macros
Languages
English
Spanish
Timeline
Front Desk Supervisor/Manager on Duty
Watergate Hotel
05.2024 - Current
Front Desk Agent/PBX Operator
Watergate Hotel
04.2023 - 05.2024
Customer Experience Specialist
Honeywell
04.2022 - 10.2022
Seasonal Brand Ambassador
Coty
10.2021 - 04.2023
Dispatcher
Waste Management
11.2019 - 12.2021
Security Lead Officer and Supervisor
SecurAmerica LLC
05.2017 - 06.2019
High School Diploma - undefined
Northwood High School
Associate of Arts - Music
Montgomery College
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