Mica Dixon
Davenport,FL
Summary
Dynamic professional with a proven track record at Omni Hotels & Resorts, enhancing guest satisfaction through exceptional customer service and problem-solving skills. Excelled in roles requiring hospitality services and guest relations, boosting return visits. Skilled in marketing and property management, significantly contributing to operational efficiency and revenue growth.
Overview
12
12
years of professional experience
Work History
Front Desk Agent
Omni Hotels & Resorts
Davenport, FL
12.2021 - Current
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Maintained clean and organized front desk areas to uphold polished company image.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Collected room deposits, fees, and payments.
- Answered multi-line phone system and enthusiastically greeted callers.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
Spa Manager
Phoenix Rejuvenation Spa
Dundee, FL
06.2021 - Current
- Maximized efficiency through time management and staff supervision to boost productivity.
- Oversaw upkeep of entire facility and notified maintenance for service repairs.
- Maintained cleanliness and safety standards within the spa facility, ensuring compliance with all regulations.
- Utilized promotions, print and digital marketing to attract new clients.
- Developed strong relationships with vendors to secure best pricing on products and supplies.
- Coordinated special events, attracting new clients and boosting overall sales.
- Created customized treatment plans for clients based on their individual needs and preferences.
- Resolved conflicts between staff members or customers swiftly and professionally, fostering a positive work environment for all parties involved.
- Implemented marketing strategies, resulting in increased brand awareness and revenue growth.
- Coached employees on upselling techniques, resulting in higher average ticket sales per guest visit.
- Maintained front desk workstation by keeping it clean and organized.
- Monitored industry trends, incorporating innovative techniques into existing service offerings when appropriate.
- Greeted spa guests warmly to create positive first impression of establishment.
- Inspected salon stock, identifying shortages, replenishing items and maintaining consistent spa inventory.
- Trained and supervised spa staff on best practices, sales techniques and customer service.
- Conducted internal audits of spa finances and completed basic accounting functions to maintain accurate records.
- Managed expenses and controlled costs through proper salon budget development and monitoring.
- Recommended spa treatments and services, boosting sales and bringing in new clientele.
- Oversaw calendar to manage team schedule and keep shifts appropriately staffed.
- Managed inventory control, reducing waste and lowering product costs.
- Enhanced customer satisfaction by implementing innovative spa services and treatments.
- Recorded product sales into spa's weekly income report.
- Led spa tours for new members to familiarize guests with services provided.
Assistant Property Manager
Kokomo Partners LLC
Lake Hamilton, FL
08.2014 - 06.2021
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Streamlined rent collection process for improved cash flow and reduced delinquencies.
- Responded to messages and inquiries from various parties and used well-developed active listening and open-ended questioning skills to promote quick issue resolution.
- Resolved conflicts between tenants regarding noise, encroachments, and parking.
- Posted policies and rules in common areas for tenant review.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Processed security deposit refunds.
- Inspected common areas for cleanliness and notified maintenance of overflowing trash.
- Oversaw monthly collections and maintained high payment rates by building positive relationships with tenants.
- Escalated major issues to property manager for immediate remediation.
- Verified income, assets, and expenses, and completed file tracking sheet for each applicant.
- Followed up on delinquent tenants and coordinated collection procedures.
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
Tutor
Tiny Tutors LLC
Dundee, FL
01.2013 - 06.2020
- Increased student comprehension by utilizing personalized teaching methods and adapting to individual learning styles.
- Mentored and coached students with focus on developing independence and self-confidence.
- Collaborated with students to complete homework assignments, identify lagging skills, and correct weaknesses.
- Provided homework assistance using specific curriculum and materials.
- Supported students with helpful study habits and exam strategies.
- Motivated students towards learning and studying to build self-confidence and reduce fear of failure.
- Maintained detailed records of student progress, using data to inform future instruction and target areas for improvement.
- Provided one-on-one tutoring sessions, tailoring instruction to meet the specific needs of each student while promoting independent learning skills.
- Provided constructive feedback on assignments, helping students improve their writing and problem-solving skills.
- Established positive relationships with both students and parents, fostering open communication regarding academic progress and goals.
- Collaborated with teachers, administrators and parents to determine how best to support student success.
- Assessed student learning needs and provided relevant instruction to close knowledge gaps.
Education
Massage Therapist - Massage Therapy
Ridge Career Center
Winter Haven, FL05.2021
Teacher Assistant - Teaching
Ridge Career Center
Winter Haven, FL05.2014
High School Diploma -
Ridge Community High School
Davenport, FL06.2013
Skills
- Customer Service
- Guest Services
- Problem-solving skills
- Cash Handling
- Hospitality services
- Time Management
- Credit and cash payments
- Guest Relations
- Oral and written communications
- Guest accommodations
- Listening Skills
- Administrative Skills
- Reservation Systems
- Front Office Support
- POS Systems
- Clerical duties
- Documentation
- Registration processing
- Sales expertise
- Reservations
- Training and mentoring
- Conflict and issue documentation
- Inventory Oversight
- Office Management
- Supply Replenishment
- Marketing
- Safety and security procedures
- Property Management Systems
- Guest amenities
Timeline
Front Desk Agent
Omni Hotels & Resorts
12.2021 - Current
Spa Manager
Phoenix Rejuvenation Spa
06.2021 - Current
Assistant Property Manager
Kokomo Partners LLC
08.2014 - 06.2021
Tutor
Tiny Tutors LLC
01.2013 - 06.2020
Massage Therapist - Massage Therapy
Ridge Career Center
Teacher Assistant - Teaching
Ridge Career Center
High School Diploma -
Ridge Community High School