ALICIA MERRILL
Miami Beach,FL
Overview
2
2
Languages
1
1
year of post-secondary education
5
5
years of professional experience
Work History
Front Office Manager
Think Hospitality
Miami Beach, FL
12.2025 - Current
- Lead daily front office operations, providing direction and oversight to ensure efficient workflow, appropriate staffing coverage, and consistent service standards.
- Supervise, coach, and develop Front Office team members through ongoing training, performance feedback, and regular evaluations.
- Recruit, interview, onboard, and train new employees, ensuring alignment with company policies, procedures, and service expectations.
- Create and optimize employee schedules based on business needs, staffing requirements, and operational demands.
- Delegate responsibilities, monitor team performance, and maintain accountability for productivity, quality, and professional standards.
- Serve as the primary escalation point for complex guest concerns, using sound judgment and problem-solving skills to deliver effective resolutions and maintain guest satisfaction.
- Collaborate with Housekeeping, Engineering, and other departments to coordinate priorities, resolve operational challenges, and ensure seamless hotel operations.
- Conduct staff meetings to communicate operational updates, introduce new initiatives, reinforce expectations, and promote team alignment.
- Identify operational inefficiencies and implement process improvements to enhance productivity, service quality, and overall guest satisfaction.
- Analyze guest feedback and operational trends to identify improvement opportunities and develop strategies to strengthen the guest experience.
- Maintain accurate reservations, billing, administrative records, reports, and departmental documentation while ensuring compliance with company policies and procedures.
- Manage front office resources and inventory, coordinate purchasing, and monitor supplies to support efficient daily operations.
Front Office Supervisor
Think Hospitality
Miami Beach, Florida
04.2025 - 12.2025
- Supervised daily front office operations and staff activities.
- Coordinated guest check-in and check-out procedures efficiently.
- Trained new employees on customer service standards and software systems.
- Handled guest inquiries and complaints with professionalism and empathy.
- Managed room assignments and resolved booking discrepancies promptly.
- Collaborated with housekeeping to ensure room readiness for guests.
- Implemented procedures to enhance front office workflow and efficiency.
- Maintained accurate records of guest interactions and transactions daily.
- Handled customer complaints in a professional manner.
- Coordinated with other departments to ensure smooth operations.
- Monitored guest check-in and check-out procedures.
- Implemented policies and procedures related to the front office operations.
- Assessed daily operational needs of the front desk team including staffing requirements, supplies ordering, maintenance requests, thus ensuring smooth running of all processes involved .
Front Desk/Concierge
The Plymouth Hotel
Miami Beach, FL
08.2024 - 04.2025
- Assist with check-in and check-out procedures for guests.
- Answer phone calls with questions or complaints.
- Address customer needs promptly.
- Record guest comments or complaints.
- Customer satisfaction by finding solutions to problems.
- Contact housekeeping or maintenance staff to report room or building issues.
- Collaborate with colleagues to ensure smooth operations of the front desk area.
- Provide information about hotel amenities, services, and local attractions.
- Provide excellent customer service while following company policies.
- Verified the accuracy of room rates and other charges during check-in.
- Process payments accurately and efficiently.
- Post final charges and close all guest folios.
- Infor HMS.
Barista Cashier Assistant Manager
Million Delights
Miami Beach
02.2023 - 07.2024
- Control the food and products stock
- Trained new employees, customer service standards and operational procedures.
- Ensured compliance with health and safety regulations, including proper food handling and cleanliness standards.
- Described menu items to customers and suggested products based on stated preferences.
- Restocked product displays based on demand and projected sales.
- Input orders into the point of sale system and handled customer payments.
- Organized workstations efficiently so that tasks could be completed quickly during peak hours.
- Maintained a clean and organized workspace, enabling coworkers to locate resources and products.
- Provided excellent customer service by responding to inquiries quickly and professionally.
- Ensured all equipment was maintained in proper working order according to manufacturer's instructions.
Server/Hostess
Pizza D'light
North Bay Village, FL
02.2022 - 11.2022
- Welcome customers and help them with locating them in the tables
- Make sure about their service and taking their orders
- Make sure the orders and everything was correct
- In charge of the cleaning of my space during and after my shift
- Restock everything before leaving my shift
- Great environment and communication
- Manage payments in cash and card
Education
Business Administration
Miami Dade College
Miami, FL 08.2025 - 08.2026
High School Diploma -
Miami Beach Senior High
Miami Beach06-2025
Skills
- Cash handling
- Infor HMS
- Customer service
- Problem solving
- Time management
- Communication skills
- Team collaboration
- Adaptability and flexibility
- Bilingual
Languages
- English
- Spanish
Language
Spanish
Native/ Bilingual
English
Native/ Bilingual
Timeline
Front Office Manager
Think Hospitality
12.2025 - Current
Business Administration
Miami Dade College
08.2025 - 08.2026
Front Office Supervisor
Think Hospitality
04.2025 - 12.2025
Front Desk/Concierge
The Plymouth Hotel
08.2024 - 04.2025
Barista Cashier Assistant Manager
Million Delights
02.2023 - 07.2024
Server/Hostess
Pizza D'light
02.2022 - 11.2022
High School Diploma -
Miami Beach Senior High