Alejandra Martinez
Cathedral City
Summary
Productive Leader with excellent skills in customer service, office management and administrative support. Remains professional and tactful in all situations with focus on increasing satisfaction and retention. Versed in managing vendor and service provider relationships while maintaining meticulous records.
Overview
15
15
years of professional experience
Work History
Front Desk Manager
The Westin Mission Hills Villas
Rancho Mirage
10.2021 - Current
- Resolved guest inquiries and complaints with professionalism and care.
- Implemented hotel policies to enhance guest satisfaction and safety protocols.
- Assisted in scheduling staff shifts to optimize front desk coverage during peak times.
- Provided excellent customer service by addressing guest inquiries promptly and professionally.
- Directed front desk operations with focus on hotel reputation, staff productivity, and operational efficiency.
- Hosted office meetings with staff to answer questions, resolve issues and keep employees informed of changes.
- Developed systems for tracking customer preferences to improve customer satisfaction ratings.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Oversaw recruiting, interviews and new employee hiring.
Front Office Supervisor
The Westin Mission Hills Villas
Rancho Mirage
11.2018 - Current
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Coached employees through day-to-day work and complex problems.
- Assisted Front Office Manager with interviewing potential employees by asking appropriate questions and providing feedback after interviews.
- Created, documented and updated company policies to guide front office personnel in service excellence and industry best practices.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Monitored front areas so that any questions could be responded to quickly and effectively.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Trained team members on new hotel services and products to support promotional efforts.
- Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
- Completed bi-weekly payroll for 20 employees.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Westin Guest Experience Specialist
The Westin Mission Rancho Mirage
Rancho Mirage
11.2016 - 11.2018
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Delivered above-and-beyond service to guests, including making outside venue reservations and setting up tours.
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Contacted previous guests and potential visitors via email with information on events and hotel to build clientele base.
- Provided each guest with list of resort's upcoming activities and events upon check-in to enhance stays.
- Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
Front Office Supervisor
The Westin Rancho Mirage
Rancho Mirage
11.2014 - 11.2016
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Coached employees through day-to-day work and complex problems.
- Assisted Director of Front Office with interviewing potential employees by asking appropriate questions and providing feedback after interviews.
- Achieved all specific team objectives and collection activity.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Monitored front areas so that any questions could be responded to quickly and effectively.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Trained team members on new hotel services and products to support promotional efforts.
Rooms Controller
The Westin Rancho Mirage
Rancho Mirage
02.2013 - 11.2014
- Processed all guest check-ins, activated room keys and secured valid payments.
- Registered guests and relayed pertinent information about available amenities and events taking place at facility.
- Coordinated check-in and pre-registration procedures for arriving groups.
- Worked closely with Sales & Marketing team to maintain optimum levels of communication to effectively and efficiently complete projects.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Exceeded goals through effective task prioritization and great work ethic.
Front Desk Agent
The Westin Mission Rancho Mirage
Rancho Mirage
11.2010 - 02.2013
- Used internal software to process reservations, check-ins and check-outs.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Delivered above-and-beyond service to guests, including making outside venue reservations and setting up tours.
- Retrieved mail, packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal.
- Answered multi-line phone system and greeted callers enthusiastically.
- Collected room deposits, fees and payments.
- Answered customer telephone calls promptly and appropriately handled needs.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Responded swiftly to room requests and other inquiries made via establishment website, email or phone.
Skills
- Team Management and Supervision
- Coaching and Mentoring
- Complex Problem Solving
- Microsoft Office Suite
- Decision Making
- Handling Customer Complaints
- Motivational Leadership
- Team Building
- Microsoft Office
- Multitasking and Prioritization
- Verbal and Written Communication
- Honesty and Integrity
- Attention to Detail
Reference
Jayhada Hendricks: 760-808-7117
Esther Ponce: 951-390-4205
Ricardo Sequiera: 415-646-5584
Timeline
Front Desk Manager
The Westin Mission Hills Villas
10.2021 - Current
Front Office Supervisor
The Westin Mission Hills Villas
11.2018 - Current
Westin Guest Experience Specialist
The Westin Mission Rancho Mirage
11.2016 - 11.2018
Front Office Supervisor
The Westin Rancho Mirage
11.2014 - 11.2016
Rooms Controller
The Westin Rancho Mirage
02.2013 - 11.2014
Front Desk Agent
The Westin Mission Rancho Mirage
11.2010 - 02.2013
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