Alexandra Gross
Chicago,IL
Summary
Motivated employee with over 12 years of experience in the hospitality industry. Experienced in multitasking with specialties in guest complaints, team building and customer service. Highly organized, detail-oriented and thrives in a fast-paced environment.
Overview
13
13
years of professional experience
Work History
Front Office Manager
Royal Sonesta Downtown
01.2024 - Current
- Create weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Reconcile end-of-day reports to determine accurate billing and payment processing.
- Resolve guest complaints professionally, maintaining positive relationships with guests.
- Respond to all guest reviews on all third party websites and our GSS surveys.
- Monitor all arrivals for any special requests, comments and payment instructions
- Collaborate with housekeeping and Engineering departments to ensure timely room availability and optimal guest experience.
- Conduct regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
- Implement pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
- Analyze performance metrics to identify areas of improvement in front office operations, implementing changes to create a memorable experience for the guests.
Reconciliation Specialist
Amex GBT
06.2022 - 01.2024
- Obtained, organized and maintained accurate information regarding all travel invoices for Disney productions
- Responsible for deciphering what invoices belonged to what productions
- Determined that correct payment was made for all transactions
- Accessed financial information to answer questions and gathered details about specific accounts.
- Ran several reports to make sure proper coding was applied
- Reduced financial discrepancies by accurately managing accounting documentation.
Front Office Manager
Aspen Meadows Resort
06.2021 - 03.2022
- Managed and supervised all front office employees while ensuring high guest satisfaction
- Hired, trained, and supervised all front office employees, ensuring they provided excellent guest services and enforced hotel policies
- Responsible for scheduling and doing payroll for all front office employees
- In charge of fielding all guest complaints and questions, and providing exceptional customer service
- Purchased, tracked, and invoiced all office supplies
- Ensured logging and delivery of all messages, packages, and mail in a timely and professional manner
- Monitored all V.I.P's guests and special requests
- Assisted with communicating all group information such as transportation, daily group activities, names and locations of meeting/banquet rooms
- Attended weekly revenue management meetings
- Regularly and clearly communicated guest arrivals and departures and additional relevant information with other departments
Guest Experience Specialist
St. Regis Aspen Resort
02.2021 - 06.2021
- In charge of creating a memorable experience for all guests while performing all front office responsibilities
- Provided exceptional service to all guests checking in and out
- Facilitated all guest requests in a timely manner
- Effectively communicated to various departments in the hotel for a smooth day to day operation
- Resolved all guests concerns, questions and issues
- Ensured that all reservations were set up correctly regarding comments, special requests and billing
Hotel Operations Manager
Park MGM
12.2018 - 03.2020
- Responsible for providing support to the Senior Hotel Operations Manager by leading the Front Office Team
- Ensured that financial and operational goals were met while maintaining high guest engagement and providing consistent service to guests
- Provided leadership and direction to help maintain front desk operations that aligned with company service standards
- Coached staff on strategies to enhance performance and improve customer relations.
- Responsible for scheduling and assisted in successfully reducing employee labor costs
- Ensured high customer satisfaction and positive engagement to provide exceptional guest experience
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Oversaw recruiting, interviews and new employee hiring.
Assistant Front Office Manager
The Pod Times Square
09.2017 - 09.2018
- Trained and evaluated all front office team members based on performance and adherence to presentation
- Assisted with payroll, scheduling and credit limit
- Maintained customer loyalty and developed high quality relationships with guests
- Reviewed arrival list and handled all room allocations, amenities and special requests
- Ensured team members had current knowledge of hotel products, services, facilities, pricing and policies and knowledge of the local area
- Conducted staff performance evaluations to monitor progress and individual skills.
- Created and optimized employee schedules for shift coverage.
- Orchestrated staff meetings to maintain open communication and quickly address concerns.
Executive Assistant
The University Club
02.2017 - 06.2017
- Kept record of manager’s meetings and sensitive documents to be sent out
- Organized and worked various club events
- Managed reservations for all Club members
- Up-kept relationships with other private clubs around the world
- Negotiated reciprocity with other Private Clubs around the world
- Proofread all of the General Manager’s documents and letters to be sent out
- Attended all manager meetings and recorded all of the interactions
Travel Coordinator
FDM Group
10.2016 - 02.2017
- Responsible for office managerial tasks i.e.: greeted guests, ordered office supplies, coordinated meetings, and sorted mail
- Facilitated and negotiated strategic relationships – hotels, travel agencies, and office supply vendors
- Booked travel for all trainees and employees of North American offices
- Worked closely with HR ensuring all necessary documentation was sent to new incoming external and internal staff
- In charge of booking travel for all employees and trainees from the North American offices
- Responsible for setting up and coordinating meetings
- Worked closely with Human Resources to ensure all necessary documentation was complete prior to start date for external and internal staff
- In charge of organizing catering for client meetings and events
- Facilitated and negotiated strategic relationships- hotels, travel agencies, office supply vendors
- Effectively communicated with all levels of management
- Sorted out all incoming and outgoing mail, organized FedEx pickups
- Worked closely with accounts payable to reconcile expenses
Reservations Agent
The Ludlow Hotel
10.2014 - 10.2016
- Processed all incoming reservations that came through via phone, email, fax, or through interdepartmental correspondence
- Assisted with the daily pick up report
- Answered all incoming hotel calls
- Ensured all future VIPS had a trace for a welcome amenity
- Went through ALL OTA Extranet’s to insure there were no duplicates, rate changes, cancellations, routing that might have been missed
- Reviewed all arriving guests in the morning and made note of any special requests
- Worked closely with the Sales team regarding any VIP or group bookings
- Reviewed no shows from previous night
- Entered all groups and rooming lists
- In charge of closing and opening up the House
Guest Services Agent/Front Desk Agent
The Standard Highline Hotel
06.2011 - 05.2014
- Involved in guest relations including special requests, check ins/ check outs
- Facilitated and streamlined communication between all hotel departments
- Trained all new guest service agents
- Handled personal VIP guest list of Andre Balazs at all affiliated properties
- Answered hotel’s phone line and fulfilled guest requests
- Served as a liaison between the numerous departments and outlets within the hotel, dispatching work orders to the Engineering and Housekeeping departments
- In charge of delivering all guest packages, laundry, gift bags
- Blocked all rooms for incoming VIP guests and made sure all special requests were handled before guests arrived
Skills
- OPERA, HotSOS, ADP, Microsoft Office, Salesforce, Kronos, Ariane, Lightspeed, Sabre, Insights, Alice
Languages
French
Native or Bilingual
Spanish
Limited Working
Timeline
Front Office Manager
Royal Sonesta Downtown
01.2024 - Current
Reconciliation Specialist
Amex GBT
06.2022 - 01.2024
Front Office Manager
Aspen Meadows Resort
06.2021 - 03.2022
Guest Experience Specialist
St. Regis Aspen Resort
02.2021 - 06.2021
Hotel Operations Manager
Park MGM
12.2018 - 03.2020
Assistant Front Office Manager
The Pod Times Square
09.2017 - 09.2018
Executive Assistant
The University Club
02.2017 - 06.2017
Travel Coordinator
FDM Group
10.2016 - 02.2017
Reservations Agent
The Ludlow Hotel
10.2014 - 10.2016
Guest Services Agent/Front Desk Agent
The Standard Highline Hotel
06.2011 - 05.2014
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