Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Alex Flores

Bullhead City

Summary

Offer deep understanding of front office operations in fast-paced environments. Experience spans guest relations, staff supervision, and department coordination. Known for strong organizational skills and ability to handle multiple tasks simultaneously. Effectively improved efficiency and customer satisfaction ratings in previous roles.

Overview

8
8
years of professional experience

Work History

Front Office Manager

Quality Inn/Rodeway Inn - Lodging Ventures LLC
Needles
05.2024 - Current
  • Analyzed daily reports such as occupancy rate report, revenue report, prepared by subordinates.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Produced thorough, accurate and timely reports of project activities.
  • Performed administrative tasks such as filing paperwork, preparing reports or updating databases when needed.
  • Assisted with interviewing job applicants by asking appropriate questions and offering insight and feedback.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
  • Ensured compliance with hotel policies and procedures as well as local, state and federal regulations.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Resolved customer complaints promptly and efficiently while maintaining a professional demeanor at all times.
  • Implemented loyalty programs and promotional offers to retain and attract guests.

Front Office Manager

Quality Inn/Rodeway Inn - GREENS
Needles
04.2022 - 05.2024
  • Analyzed daily reports such as occupancy rate report, revenue report, prepared by subordinates.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Produced thorough, accurate and timely reports of project activities.
  • Monitored guest satisfaction metrics and developed strategies to improve service quality.
  • Performed administrative tasks such as filing paperwork, preparing reports or updating databases when needed.
  • Assisted with interviewing job applicants by asking appropriate questions and offering insight and feedback.
  • Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
  • Ensured compliance with hotel policies and procedures as well as local, state and federal regulations.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Resolved customer complaints promptly and efficiently while maintaining a professional demeanor at all times.
  • Implemented loyalty programs and promotional offers to retain and attract guests.
  • Conducted transactions, confirming patient information, and processing according to standard protocol.

Hotel Front Desk Supervisor

Edgewater Hotel and Casino - Golden Entertainment
Laughlin
04.2021 - 04.2022
  • Transmitted and received messages using telephones or telephone switchboards.
  • Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
  • Greeted guests and checked them in and out of the hotel.
  • Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
  • Handled payment processing and provided customers with receipts and proper bills and change.
  • Processed payments for services rendered at the front desk.
  • Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
  • Trained new hires on procedures, policies, and customer service expectations.
  • Handled cash transactions accurately while adhering to established policies and procedures.
  • Built and maintained productive relationships with employees.
  • Resolved guest complaints in a professional manner.
  • Managed team of front desk agents, supervising personnel in issue resolution.

Assistant Hotel Manager

Tropicana Laughlin - Caesars Entertainment
Laughlin
12.2019 - 04.2021
  • Managed budget and expenditures, supplies and renovations and drove operations to meet sales and profit margins.
  • Verified customer credit to establish payment method for accommodations.
  • Ensured all staff members had appropriate training and development opportunities.
  • Optimized room rates to gain maximum occupancy figures, improving revenue growth and increasing market share.
  • Developed and enforced operational policies and procedures to improve overall efficiency.
  • Analyzed customer feedback to identify areas for improvement in services offered.
  • Enhanced guest services through the integration of new technology and systems.
  • Ensured compliance with all local, state, and federal laws and regulations.
  • Assisted the Hotel Manager in developing and implementing effective strategies for improving guest satisfaction.
  • Provided guidance and direction to subordinates while ensuring adherence to company policies and procedures.
  • Coordinated daily activities of front desk personnel to ensure smooth check-in and check-out processes for guests.
  • Spearheaded daily operations, ensuring optimal guest satisfaction and operational efficiency.
  • Built and maintained productive relationships with employees.

Front Desk Agent

Tropicana Laughlin - Caesars Entertainment
Laughlin
10.2017 - 12.2019
  • Answered phones, responded to inquiries, and took messages.
  • Ensured that all safety regulations were followed according to company standards.
  • Contacted housekeeping or maintenance staff to report room or building issues.
  • Verified accuracy of room rates and other charges during check-in process.
  • Issued room keys and escort instructions to bellhops.
  • Scheduled reservations for groups and special events.
  • Answered guest inquiries, recommending shopping, dining or entertainment.
  • Recorded guest comments or complaints, escalating to management for immediate resolution.
  • Input and confirmed reservations for guests.
  • Greeted, registered and assigned rooms to hotel or motel guests.
  • Resolved customer complaints promptly and courteously.
  • Performed light housekeeping duties such as stocking supplies or cleaning surfaces.

Education

High School Diploma -

River Valley Highschool
Mohave Valley, AZ
05-2017

Skills

  • Occupancy analysis
  • Customer relationship management
  • Guest satisfaction
  • Administrative support
  • Regulatory compliance
  • Employee training
  • Team leadership
  • Conflict resolution
  • Work Planning and Prioritization

Accomplishments

  • Was promoted from Front Desk clerk to Assistant Hotel Manager in 2019
  • Received Employee of the Year in 2019

Languages

Spanish
Professional

Timeline

Front Office Manager

Quality Inn/Rodeway Inn - Lodging Ventures LLC
05.2024 - Current

Front Office Manager

Quality Inn/Rodeway Inn - GREENS
04.2022 - 05.2024

Hotel Front Desk Supervisor

Edgewater Hotel and Casino - Golden Entertainment
04.2021 - 04.2022

Assistant Hotel Manager

Tropicana Laughlin - Caesars Entertainment
12.2019 - 04.2021

Front Desk Agent

Tropicana Laughlin - Caesars Entertainment
10.2017 - 12.2019

High School Diploma -

River Valley Highschool

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Alex Flores