Alison Engebretsen - Concierge /Front Office Supervisor

Summary

Experienced Front Office professional skilled in customer service, multilingual communication, and conflict resolution. Proven ability to consistently maximize guest relations and satisfaction while fostering an inclusive atmosphere who loves improving team productivity and overall company performance.

Overview

7

years of professional experience

1

Certification

Work History

Concierge /Front Office Supervisor

Fairmont Heritage Place, Franz Klammer Lodge

Telluride, CO

12.2024 - 04.2026

Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
Contributed to a positive work environment by maintaining a professional demeanor at all times.
Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
Responded promptly to guest inquiries and requests, fostering a welcoming atmosphere through exceptional customer service.
Managed reservations for dining and activities, ensuring timely confirmations and outstanding service quality.
Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
Maximized guest satisfaction by promptly addressing concerns and resolving issues.
Offered friendly and efficient service to customers, handled challenging situations with ease.
Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
Developed strong relationships with repeat customers through personalized service and attention to detail in meeting their needs.
Coached employees through day-to-day work and complex problems.
Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
Assisted guests with check-in/check-out procedures to ensure seamless arrival and departure experiences.
Coordinated transportation arrangements, including shuttles and taxis, enhancing guest convenience and satisfaction.
Developed familiarity with property amenities, enabling personalized suggestions that enhanced overall guest experience.
Trained new concierge staff, ensuring consistent high level of service across team.
Coordinated transportation arrangements for guests, leading to seamless travel experiences.
Responded to guest inquiries and complaints, resolving issues to maintain high service standards.
Maintained accurate and up-to-date records of guest information.
Created welcoming and comfortable environment for guests.
Managed check-in and check-out procedures for guests.
Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
Scheduled and confirmed restaurant reservations for guests.

Operations Lead

Aspen Skiing Company

Aspen, CO

11.2018 - 08.2024

Oversaw daily operations, ensuring efficient workflow among team members.
Cultivated a positive environment by enforcing safety rules and guidelines during every activity session.
Enhanced team productivity by providing ongoing training and development opportunities.
Managed supplies inventory to ensure the availability of required materials for each activity session.
Ensured timely setup of equipment and spaces, facilitating smooth transitions between daily activities.
Maintained accurate records of attendance, accidents or incidents, ensuring regulatory compliance at all times.
Collaborated with fellow staff members to create innovative and engaging activities for all age groups.
Monitored participation in recreational activities to provide assistance to participants.
Trained staff members on conducting events and following safety procedures.

Education

High School Diploma -

Montrose High School

Montrose, CO

Skills

Customer service
Highly adaptable
Strong work ethic
Strong computer and computer programming skills
Effective problem solving and conflict resolution
Advanced time management skills
Hospitality service expertise
Guest relations
Proactive attitude
Interpersonal communications
Multilingualism
Incredibly strong attention to detail

Strong leadership skills
Body language reading
Group management
Excellent multitasking
Administrative support
Payment collection and cash handling
Accounting management
Office setting and telephone etiquette
Strong memory retention skill
Able to master new POS systems and office management computer operating systems
Reliable punctuality

Certification

Certified HSI-CPR-AED ALL AGES (2020) - DC, Ashley Klassen (125676) - 9/25/2025-9/2027

Languages

English

Native or Bilingual

Spanish