Alexia Chavez
Cleveland,TX
Summary
Dynamic and results-oriented professional with extensive experience in customer service and conflict resolution at Swissport USA. Proven ability to enhance guest relations through effective problem-solving and communication skills. Recognized for maintaining high standards in hospitality services while fostering teamwork and collaboration among staff. Committed to delivering exceptional experiences in fast-paced environments.
Overview
4
4
years of professional experience
Work History
Passenger Service Agent
Swissport USA
08.2024 - Current
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Resolved passenger issues with empathetic communication and effective problem-solving techniques.
- Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Assisted passengers with special needs, ensuring a comfortable and positive travel experience.
- Efficiently processed travel documents, verifying identification accuracy according to security protocols before boarding flights.
- Supported colleagues in managing challenging situations, fostering teamwork and collaboration.
- Provided exceptional customer service, addressing passenger concerns promptly and professionally.
- Demonstrated adaptability by adjusting quickly to changes in flight schedules or gate assignments.
- Checked in luggage and confirmed all carry-on items met federal guidelines.
- Announced flight status updates and information about gate changes over PA system.
- Tagged baggage and routed to appropriate location for loading and screening.
- Oversaw ticketing, gate and ramp services.
Housekeeping Supervisor
Candlewood Suites Hotel
09.2022 - 02.2023
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Placed orders for housekeeping supplies and guest toiletries.
- Communicated repair needs to maintenance staff.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Worked with front desk to respond promptly to all guest requests.
- Completed schedules, shift reports, and other business documentation.
- Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
- Maintained a high level of quality control through regular inspections, resulting in consistent adherence to hotel standards.
- Managed laundry sorting, washing, drying, and ironing.
- Provided ongoing feedback and support to housekeeping staff, fostering a culture of continuous improvement and professional development.
- Cultivated open lines of communication between management and housekeeping staff, facilitating efficient problem-solving when issues arose.
- Reduced linen waste and laundry costs with careful monitoring of usage and effective communication with staff members.
- Evaluated employee performance and developed improvement plans.
- Managed scheduling, payroll, and performance evaluations for housekeeping staff, fostering a positive work environment that encouraged professional growth.
- Trained and mentored new staff on cleaning and safety protocols.
- Supervised team of housekeeping and janitorial workers to meet highest quality of cleanliness and safety standards.
- Scheduled and prioritized tasks to staff, overseeing work completion.
- Monitored staff performance and provided feedback to drive productivity.
- Developed and maintained comprehensive inventory system to track equipment and supplies.
- Evaluated employee performance and recommended promotions, transfers and dismissals.
- Maintained required records of work hours, budgets and payrolls.
Front Desk Receptionist
Holiday Inn & Suites Nashville
08.2021 - 09.2022
- Collected room deposits, fees, and payments.
- Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Increased customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
Education
University The El Paso
El Paso, TXSkills
- Customer service
- Conflict resolution
- Time management
- Team collaboration
- Communication skills
- Problem solving
- Listening skills
- Cash handling
- Problem-solving skills
- Verbal and written communication
- Oral and writing communication
- Hospitality services
- Front office management
- Work prioritization
- Guest relations
- Skilled in Software
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Passenger Service Agent
Swissport USA
08.2024 - Current
Housekeeping Supervisor
Candlewood Suites Hotel
09.2022 - 02.2023
Front Desk Receptionist
Holiday Inn & Suites Nashville
08.2021 - 09.2022
University The El Paso
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