Alisha Lusignan
Coconut Creek,FL
Summary
Knowledgeable and dedicated customer service professional with extensive experience in hospitality and beauty industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Reservation Specialist
Enchantment Group
06.2023 - Current
- Managed high call volumes while maintaining a professional demeanor and accurate recordkeeping.
- Displayed excellent problem-solving skills when addressing complex booking situations or guest concerns, enhancing overall customer satisfaction levels.
- Utilized reservation software to manage room availability and pricing effectively.
- Participated in training programs focused on developing product knowledge and honing customer service skills for continuous personal growth within the role.
- Maintained strong relationships with clients, ensuring repeat business and loyalty.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Assisted in training new team members on company policies and reservation procedures, increasing team efficiency.
Front Desk Agent
Double Tree By Hilton
07.2021 - 06.2023
- Introduced customers to resort amenities with pleasant and helpful demeanor.
- Prepared reports on guest satisfaction levels and other metrics.
- Kept accounts in balance and ran daily reports to verify totals.
- Trained new staff members in customer service techniques and hotel operations.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Used internal software to process reservations, check-ins and check-outs
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate
- Confirmed important personal and payment information for compliance with security and payment card industry standards
Front Desk Agent
Quality Suites Hotel
12.2020 - 05.2021
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Prepared reports on guest satisfaction levels and other metrics.
- Maintained clean and organized front desk areas to uphold polished company image.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Enforced policies and procedures to increase efficiency
Manager /Receptionist
Venetian Nail Spa
08.2016 - 12.2018
- Created organized filing system to manage department documents.
- Cultivated strong relationships with vendors and partners supporting administrative operations.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
- Completed bi-weekly tips for payroll for 25+ employees.
- Maintained employees tips through spreadsheet.
- Manage product stock.
- Inspected salon daily to ensure compliance with procedures and company guidelines.
- Oversaw nail technicians.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals
Education
No Degree - Phlebotomy
Beacon Hill Training Center
05.2023
No Degree - Full Cosmetology
Boca Beauty Academy
Boca Raton, FL09-2015
GED -
Atlantic Technical College
Pompano Beach, FL07.2014
Skills
- Business Correspondence
- Multitasking
- Creative Problem-Solving
- Administrative experience
- Professionalism
- Integrity
- Upselling proficiency
- Customer service
Certification
- Certified Information Systems Security Professional (CISSP)
- Eyelash Extension Certification.
- Permanent Makeup Artist License/Certification – Society of Permanent Cosmetic Professionals or state regulatory bodies where applicable.
Timeline
Reservation Specialist
Enchantment Group
06.2023 - Current
Front Desk Agent
Double Tree By Hilton
07.2021 - 06.2023
Front Desk Agent
Quality Suites Hotel
12.2020 - 05.2021
Manager /Receptionist
Venetian Nail Spa
08.2016 - 12.2018
GED -
Atlantic Technical College
No Degree - Phlebotomy
Beacon Hill Training Center
No Degree - Full Cosmetology
Boca Beauty Academy