Aleksandra Micaiah
Fresno,CA
Summary
A highly skilled front office leader with administrative and supervisory experience. Highly organized, detail-oriented, and supportive towards both staff and guests. Proficient in working under pressure and effectively multitasking to achieve high standards of service. Currently over 9 years of hospitality experience.
Overview
9
9
years of professional experience
Work History
Interim Guest Service Manager
Residence Inn Marriott - Fresno - Clovis
06.2026 - Current
- Oversee daily operations, ensuring guest satisfaction and adherence to brand standards.
- Coordinate with departments to streamline communication and operational efficiency.
- During my tenure, was able to raise guest satisfaction scores to highest in over a year, over 89% in the month of August 2026.
Guest Service Representative
Residence Inn Marriott - Fresno Clovis
01.2026 - Current
- Enhance guest satisfaction by providing exceptional customer service at the front desk.
- Maximize room revenue and occupancy levels through suggestive selling for upsell potential and walk in guests.
- Handle payment transactions accurately, maintaining proper procedures at all times.
- Respond to emergency situations by following safety protocols and ensuring a composed environment during the shift.
Front Office Supervisor
Manchester Grand Hyatt San Diego
09.2022 - 07.2025
- Facilitated front office operations by preparing upcoming reservations, VIP and group pre-keys, and flight crew rooms.
- Ensured superior guest satisfaction by following up on complaints and maintaining contact with future, present, and past visitors via phone and email.
- Coached employees through day-to-day challenges and delivered performance and attendance documentation to support their development.
- Processed payroll for 30+ team members, verifying accurate scheduling, hours, upsells, and incentive payments.
Hotel Telecom Supervisor
Viejas Casino & Resort
06.2020 - 09.2022
- Managed daily operations of Hotel Reservations and PBX departments, which handled 600+ calls daily across shifts.
- Determined work procedures, prepared schedules, processed payroll, assigned duties to expedite workflow for two departments.
- Trained and mentored members to improve customer service skills and overall team performance.
Front Office Supervisor
Viejas Casino & Resort
10.2018 - 06.2020
- Trained front desk staff on SOPs, compliance, and service standards, ensuring efficient and excellent service.
- Coordinated with housekeeping, engineering, security, and room service to promptly resolve guest needs and enhance daily operations.
- Trained front desk staff on SOPs, compliance, and service standards, ensuring discreet service for VIP and high-profile guests.
Hotel Reservations Agent
Viejas Casino & Resort
09.2017 - 11.2018
- Managed daily call volumes of 50-70 reservations, ensuring seamless customer experiences.
- Utilized multiple hotel and casino management systems to streamline reservation data processing.
- Achieved high customer satisfaction scores with prompt and courteous service during reservation calls.
Education
Bachelor of Arts - English As Second Language Teacher
University of Warsaw
Warsaw, Poland, PolandSkills
- Oracle Opera, Hyatt CA, and Marriott FOSSE property management systems
- Card, cash, City Ledger, Direct Billing, award nights processing; PCI compliance
- Performance Metrics Analysis & training
- Payroll Processing & department scheduling, forecasting
- Sales and upselling
- Marriott Bonvoy, World of Hyatt; HotSOS, Zingle, Sertifi, Canary Technologies
Timeline
Interim Guest Service Manager
Residence Inn Marriott - Fresno - Clovis
06.2026 - Current
Guest Service Representative
Residence Inn Marriott - Fresno Clovis
01.2026 - Current
Front Office Supervisor
Manchester Grand Hyatt San Diego
09.2022 - 07.2025
Hotel Telecom Supervisor
Viejas Casino & Resort
06.2020 - 09.2022
Front Office Supervisor
Viejas Casino & Resort
10.2018 - 06.2020
Hotel Reservations Agent
Viejas Casino & Resort
09.2017 - 11.2018
Bachelor of Arts - English As Second Language Teacher
University of Warsaw