Summary
Overview
Work History
Education
Skills
Timeline
Generic

Alicia Jimenez

Avondale,AZ

Summary

Professional with strong skills in customer service and administrative tasks, ready to excel in pivotal role. Known for effective communication, adaptability, and reliability in fast-paced environments. Capable of managing front desk operations, coordinating with team members, and delivering results that enhance guest experiences. Proven ability to handle multitasking, problem-solving, and maintaining welcoming atmosphere.

Overview

17
17
years of professional experience

Work History

Front Desk Agent/Front Desk Night Auditor

Everhome Suites
09.2024 - Current
  • Collected room deposits, fees, and payments.
  • Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
  • Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
  • Resolved guest issues promptly, resulting in positive feedback and return visits.
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
  • Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
  • Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
  • Increased customer loyalty with exceptional communication skills and personalized service.
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Answered multi-line phone system and enthusiastically greeted callers.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • 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.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Maintained clean and organized front desk areas to uphold polished company image.
  • Facilitated smooth guest experiences by coordinating with multiple departments across the property.

Asst. General Manager

Holiday Inn Express and Suites
09.2020 - 03.2024


  • Collaborated with the General Manager on marketing initiatives to increase brand awareness and drive sales growth.
  • Increased customer satisfaction by addressing and resolving concerns in a timely manner.
  • Resolved problems promptly to elevate customer approval.
  • Oversaw inventory management processes to maintain proper stock levels and minimize spoilage or waste.
  • Managed financial aspects of the business, including budgeting, forecasting, and cost control for optimal profitability.
  • Developed and implemented new operational procedures, streamlining daily tasks and improving overall efficiency.
  • Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
  • Ensured compliance with all health department regulations by implementing strict sanitation guidelines throughout the establishment.
  • Monitored facility maintenance needs, coordinating repairs and upgrades as necessary to keep operations running smoothly.
  • Analyzed customer feedback data to identify areas of improvement and develop solutions.
  • Managed team schedule with eye for coverage needs and individual strengths.
  • Assisted in the recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery.
  • Optimized scheduling practices to ensure appropriate coverage during peak hours while minimizing labor costs.
  • Enhanced communication among team members through regular meetings, promoting an open dialogue about challenges and opportunities for improvement.
  • Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
  • Developed and executed strategies to improve guest experience, resulting in positive customer reviews and increased repeat business.
  • Improved employee morale through recognition programs that acknowledged individual achievements and team successes.
  • Enforced quality assurance protocols to deliver ideal customer experiences.
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Maintained well-controlled business inventory with minimal losses by enforcing solid monitoring and management structures.

Front Office Manager

Staybridge Suites and Hotel
01.2018 - 09.2020
  • Trains, cross–trains, and retrains all front office personnel
  • Participates in the selection of front office personnel
  • Schedules the front office staff
  • Supervises workload during shifts
  • Evaluates the job performance of each front office employee
  • Communicates with all departments
  • Resolves guest problems quickly, efficiently, and courteously
  • Ensure implementation of all hotel policies and house rules
  • Monitor all V.I.P’s special guests and requests
  • Perform other duties as requested by management
  • Order hotel supplies regularly
  • HR and Accounting Duties
  • Submit Payroll when due
  • Coding invoices
  • Inputting Invoices into QuickBooks

Night Audit

Holiday Inn Express and Staybridge Suites
06.2016 - 01.2018
  • Participated and trained new hires as Night auditors
  • Followed specified procedures to audit the shift closing of all front office staff, including personally closing shift three and completing an audit summary for all shifts
  • Nightly revenue reconciliation of room revenue, movie revenue and all other revenue sources
  • Addressed all guest concerns and delegate to staff as necessary
  • Prepared and sent out direct bill packets for hotel credit clients
  • Attained 'Employee of the Month' honors

TitleMax
12.2015 - 06.2016
  • Processed transactions, including Bank deposits, data entry to update client files
  • Collected copies of Financial information of loan applicant
  • Coordinated with the applicant for getting information about loan applications and answered questions
  • Analyze the loan agreements and make sure that they are complete and accurate according to the policy
  • Submitted the loan applications
  • Negotiate payment arrangements with customers

Electronics Sales Associate / Wireless Associate

Walmart
01.2008 - 12.2015
  • Consistently earned top recognition for handling difficult customer situations
  • Exhibited the ability to handle a wide variety of customer complaints and delicate situations without resorting to involve upper management
  • Displayed professional telephone skills through outside customer inquiries
  • Provided quality customer service on a daily basis with the sales and any questions in regards to other supplies and or packages that are for sale in the department
  • Upsold regularly to customers and educated them about all of the opportunities for products
  • Operated cash register, handling up to $20,000 daily
  • Provided excellent customer service to all customers
  • Responsible for selling, stereos, televisions, and an array of other electrical devices
  • Displayed items in store while handling returns
  • Resolved customer concerns promptly, politely and professionally which resulted in a win-win situation for both sides
  • Sales of phones and contracts for companies such as AT&T, Verizon, & T-Mobile
  • Educating the customers on the cell phones and plans to help them make a decision of purchase based on the individual, and showing them how to utilize their new cell phones
  • Maintained clean and orderly checkout areas and complete other general cleaning duties, such as emptying trash cans & wiping down our work stations
  • Performed administrative tasks such as replenishment of product on sales floor, inventory, answering multiple phone lines, filing paperwork, and maintaining a clean environment

Education

Graduate Equivalency Certificate -

Nikola Tesla Education Opportunity Center
Colorado Springs, Colorado
01.2004

Skills

  • Communication
  • Multitasking
  • Prioritizing
  • Organization
  • Dependability
  • Problem Solving
  • Strong Work Ethic
  • Self-Confidence
  • Handling Pressure

Timeline

Front Desk Agent/Front Desk Night Auditor

Everhome Suites
09.2024 - Current

Asst. General Manager

Holiday Inn Express and Suites
09.2020 - 03.2024

Front Office Manager

Staybridge Suites and Hotel
01.2018 - 09.2020

Night Audit

Holiday Inn Express and Staybridge Suites
06.2016 - 01.2018

TitleMax
12.2015 - 06.2016

Electronics Sales Associate / Wireless Associate

Walmart
01.2008 - 12.2015

Graduate Equivalency Certificate -

Nikola Tesla Education Opportunity Center

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Alicia Jimenez