Alondra Parsons
Summary
Proven leader in hospitality, adept at elevating guest experiences at premier resorts like The Westin Anaheim Resort. Fluent in Spanish, I excel in front office support, seamlessly integrating problem-solving skills to enhance guest satisfaction. Skilled in training teams, I've led initiatives that significantly improve service delivery, showcasing a blend of interpersonal and organizational prowess.
Overview
5
5
years of professional experience
Work History
Guest Service Supervisor
The Westin Anaheim Resort
11.2023 - Current
- Elevate a guest experience at a 4 Start resort for an enhanced stay.
- Leading a team of 8-10 to deliver a distinguished guest service experience as effectively and efficiently as possible.
- Managed VIP arrivals; coordinated transportation, inquiry for preference stay, rooms enhancements and personal requests.
- Elite guest arrivals received a welcome gift hand engraved or stay enhancement welcome gift.
- Encouraged and guided team to use best judgment in areas unfamiliar with role to be effective and assist guest needs while providing resort policy consistency.
Front Desk Agent
Kimpton Shorebreak Resort
09.2022 - 12.2023
- Active manager on duty: Leading my team to take initiative and trust their instinct while keeping Resort policies and meeting the guests' needs our goal is to be independent and take control of the situation effectively and properly.
- Oversaw fast- pase front desk operations and guest's needs at busy facility.
- Knowledge of OPERA, Excel, coordinating meetings with all department managers
- Managing and assessing team on guest complaints, injuries and request and assessing promptly to resolve them.
- Upselling and collaborating with sales department to create room blocks and route payments to master account and or individuals paying on own.
- Multitasking with high volume calls for reservations, inquiries and payment processing including emails and in person.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Trained new staff members in customer service techniques and hotel operations.
- Monitored staff performance and provided feedback and guidance.
Front Desk Receptionist
Anaheim Majestic Garden Hotel
03.2020 - 09.2022
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Scheduled, coordinated and confirmed appointments and meetings.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Trained new team members on company procedures, customer service and issue resolution.
- Handled assignments independently with good judgement and critical thinking skills.
- Operated multi-line telephone system to answer and direct high volume of calls.
Call Center
OC Register Of Voters
01.2020 - 11.2020
- Taking inbound calls for voters questions, changed on address, process of voting options
- Maintained flexible schedule and responded to after-hours and weekend emergencies.
- Provided information to voters and different ways to process their vote, locations to go, and explained the process of a new and safe way of dropping off a vote near their home.
Skills
- Front Office Support
- Conference and Meeting Planning
- Problem-Solving Skills
- Training and Mentoring
- Bilingual : Spanish- Fluent
- Conflict and Issue Documentation
Timeline
Guest Service Supervisor
The Westin Anaheim Resort
11.2023 - Current
Front Desk Agent
Kimpton Shorebreak Resort
09.2022 - 12.2023
Front Desk Receptionist
Anaheim Majestic Garden Hotel
03.2020 - 09.2022
Call Center
OC Register Of Voters
01.2020 - 11.2020