Alicia Horton
Omaha,NE
Summary
Dynamic Hotel General Manager with La Quinta, enhancing guest satisfaction through exceptional service and strategic revenue generation. Skilled in vendor interaction and staff training, I foster a collaborative environment that drives performance and optimizes operations, ensuring compliance and maintaining high-quality standards.
Overview
3
3
years of professional experience
Work History
Hotel General Manager
La Quinta
09.2024 - 03.2025
- Increased hotel occupancy rates through effective marketing strategies, partnerships with local businesses, and revenue management techniques.
- Developed comprehensive budget plans, closely monitoring expenses and optimizing cost-saving opportunities.
- Managed daily operations for smooth functioning of the hotel, ensuring high-quality standards in all departments.
- Ensured compliance with industry regulations as well as health and safety guidelines within all aspects of hotel operations.
- Improved overall guest satisfaction by implementing well-coordinated staff training programs and exceptional customer service initiatives.
- Maximized revenue generation through strategic room pricing, inventory management, and upselling techniques at the front desk.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Streamlined front office procedures to enhance efficiency and improve check-in/check-out experiences for guests.
- Established strong relationships with vendors, negotiating favorable contracts for goods and services vital to hotel operations.
- Conducted regular performance evaluations for staff members to encourage professional growth and identify areas for improvement.
- Fostered a positive work environment by promoting teamwork, open communication, and continuous employee development opportunities.
- Implemented preventive maintenance programs, assuring optimal condition and functionality of hotel facilities and equipment.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Solicited and reviewed guest feedback and promptly resolved complaints.
Customer Service Representative
Iowa Department of Transportation
05.2023 - 09.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Assistant Manager
Staybridge Suites Hotel
06.2022 - 04.2024
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Generated repeat business through exceptional customer service.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
Education
High School Diploma -
Hover High School
San Diego, CA05-1994
Skills
- Brand management
- Guest relations
- Vendor interaction
- Revenue generation
- Guest accommodations
- Guest satisfaction
- Guest experiences
- Guest complaint resolution
- Training and mentoring
- Staff training and development
- Staff scheduling
- Telephone etiquette
- Property management systems
- Reservations management
- Housekeeping oversight
- Front office staff
- Reporting
- Disciplinary action and termination
- Hotel operations
- Work Planning and Prioritization
- Teamwork
- Expense reports
- Teamwork and collaboration
- Front office operations
- Multitasking
- Problem-solving abilities
- Attention to detail
- Time management
Timeline
Hotel General Manager
La Quinta
09.2024 - 03.2025
Customer Service Representative
Iowa Department of Transportation
05.2023 - 09.2024
Assistant Manager
Staybridge Suites Hotel
06.2022 - 04.2024
High School Diploma -
Hover High School
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