Alyssa Penrod
San Antonio
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
2
2
Languages
1
1
Certification
7
7
years of professional experience
Work History
Operations Supervisor
Marriott International – Courtyard San Antonio Riverwalk
05.2026 - Current
- Support daily front office operations, ensuring service standards, efficiency, and guest satisfaction goals are consistently met.
- Act as a leadership presence at the front desk by guiding team members, answering operational questions, and stepping in to manage workflow during peak periods.
- Resolve guest complaints and service recovery situations promptly, maintaining strong guest satisfaction and loyalty.
- Collaborate with management to identify opportunities to improve service performance and implement solutions.
- Assist in supervising front desk operations, including understanding all roles to ensure seamless coverage when team members are absent.
- Provide coaching and real-time feedback to associates to improve service behaviors and guest interactions.
- Monitor and support adherence to Marriott policies, procedures, and brand standards.
- Assist with administrative and operational tasks including scheduling exposure, invoicing, occupancy tax processing, and financial tracking.
- Manage retail market inventory and ordering; developed an Excel tracking system that improved reporting accuracy and accountability.
- Maintain strong knowledge of Marriott Bonvoy and promote guest engagement and enrollment.
- Utilize FOSSE PMS for reservations, reporting, and operational decision-making.
- Communicate effectively with leadership and team members regarding daily priorities, guest issues, and operational updates.
- Payment and Invoicing
Guest Experience Expert
Marriott International – Courtyard San Antonio Riverwalk
01.2024 - 05.2026
- Delivered exceptional customer service, enhancing guest satisfaction and loyalty.
- Enhanced guest satisfaction by addressing and resolving concerns promptly and professionally.
- Handled guest complaints with tact and empathy, resulting in successful conflict resolution.
- Trained new team members on company policies and procedures, fostering a culture of excellence in customer service delivery.
- Developed strong rapport with guests, creating a positive atmosphere conducive to return visits.
- Assisted guests with check-ins, account inquiries, and any additional services needed.
Shift Supervisor
Starbucks
10.2021 - 01.2024
- Supervised day-to-day operations and led shift teams in a high-volume environment, ensuring service, speed, and quality standards were achieved.
- Built team engagement and morale by fostering a culture of respect, accountability, and recognition.
- Trained and coached team members, providing feedback to improve performance and customer experience.
- Handled customer complaints and resolved conflicts effectively to maintain satisfaction and brand loyalty.
- Managed cash handling, deposits, and daily financial reporting with accuracy.
- Ensured compliance with company policies, safety, and cleanliness standards.
Assistant Store Manager
Hot Topic – North Star Mall
06.2019 - 10.2021
- Assisted in managing all aspects of store operations, including staffing, scheduling, payroll, and inventory control.
- Supervised team members and ensured operational standards were consistently met.
- Conducted hiring, onboarding, and training, building a strong and capable team.
- Analyzed sales trends and labor data to optimize scheduling and achieve financial goals.
- Resolved customer concerns and maintained a high level of guest satisfaction.
- Adapted operations and guided team performance through changing business needs.
Education
Dual Certification - Medical Billing (CPB), Coding (CPC)
AAPC
12-2026
High School Diploma -
Winston Churchill High School
San Antonio, TX06-2019
Skills
- Front Office & Operations
- Front Desk Supervision
- Guest Satisfaction & Service Recovery
- Daily Operations Management
- Marriott Brand Standards
- Leadership & Team Development
- Coaching & Performance Feedback
- Team Motivation & Recognition
- Conflict Resolution & De-escalation
- Cross-Department Collaboration
- Administrative & Financial
- Scheduling & Labor Awareness
- Inventory Management
- Financial Tracking & Reporting
- Policy & Procedure Compliance
- Technical
- FOSSE Property Management System
- Microsoft Excel
- POS & Cash Handling Systems
- Task delegation
- Staff supervision
Certification
- In Progress: AAPC Dual Certification – Medical Billing & Coding (CPB & CPC)
- TABC Certification
Languages
American Sign Language
Limited Working
English
Native or Bilingual
Timeline
Operations Supervisor
Marriott International – Courtyard San Antonio Riverwalk
05.2026 - Current
Guest Experience Expert
Marriott International – Courtyard San Antonio Riverwalk
01.2024 - 05.2026
Shift Supervisor
Starbucks
10.2021 - 01.2024
Assistant Store Manager
Hot Topic – North Star Mall
06.2019 - 10.2021
Dual Certification - Medical Billing (CPB), Coding (CPC)
AAPC
High School Diploma -
Winston Churchill High School