Front Desk Air Force

**** * ***** ***. *** • SAN ANTONIO TX. *****

Phone 210-***-**** • E-mail ***********@*****.***

ALISHA MONIQUE JONES

Objective

Seeking enhancement in a professional work environment. Offering my excellent customer service, management skills, lodging background and problem solving techniques to an organization that can use a hard working professional.

Professional profile

•Professional image and positive attitude

•Goal oriented leader

•Organized and pays attention to detail

•Proficient in Microsoft Office and similar applications

•Responsible and dependable

•Dedicated team member and highly productive

•Hard worker, fast learner, and self-motivated

•Exceptional communication skills

•Capacity to acquire necessary skills, grasp new concepts and utilize available resources in response to assignment needs and evolving technology

•Multi-tasker; able to finish assignments in a timely matter

•Ability to establish and maintain professional relationships with clientele as well as co-workers

Employment

May 2020 – Present JBSA Lodging - Inns of Lackland

Quality Assurance Evaluator-NF-III JBSA Lackland AFB

Responsibilities include:

•Inspect lodging rooms, buildings, grounds, and other areas for the quality of work performed by all employees

•Evaluate and update all general room instruction to include guest directories, fire evacuation procedures, equipment instructions, and informational signage

•Review guest feedback, analyze data and inform Lodging Manager of issues needing correction

•Manage and oversee the in-house training program

•Track trends in performance and conducts hospitality specific training to improve overall guest service

•Oversee small working groups or self-directed studies as needed to complete lodging courses

•Ensures completion of hospitality training required for certification with AHLEI

•Coordinates with the Lodging Educational Institute to obtain training dates, materials, and instruction plans

May 2019 – May 2020 JBSA Lodging - Randolph Inns

Assistant Lodging Manager-NF-IV JBSA Randolph AFB

Responsibilities include:

•Managed a staff of 70 employees

•Direct work through subordinate supervisors

•Plan, schedule, and coordinate lodging projects and major activities

•Set long range plans, goals, and objectives that integrate Air Force standards with local installation and squadron needs

•Develop policies and procedures, which result in competent and effective operation

•Oversee all staff training to include; web based training and other training required by Air Force standards

•Oversee a commercial lodging program for off-base quarters

•Assist Lodging Manager in providing quality lodging services which contribute to mission accomplishment and quality of life

•Answer and resolve guest concerns and complaints from digital comment cards through Digital Alchemy

•Prepare budget estimates and control disbursement of funds

•Coordinate with Financial Management, Human Resources, Civil Engineering, and other appropriate organizations to obtain assistance and garner support

October 2018 – May 2019 Payroll Element - AFPC/SVTEP

Senior Payroll Technician-NF-III Port San Antonio

Responsibilities include:

•Operates the fully automated capabilities of the Oracle 11i Payroll, Timekeeping and HR modules

•Leads workflow and oversee team of payroll technicians

•Performs payroll processes through the payroll system

•Establishes and maintains individual pay records

•Determines pay due and applicable withholdings

•Verifies all pay action documents, payroll checks, and completes related reports

•Traces discrepancies, posting documents, computes operational expenses and assigns charges appropriately

•Prepares payroll statements, leave and earning statements, financial statements, and miscellaneous payroll reporting data

October 2018 – June 2019 QVC San Antonio

Order Services

Responsibilities include:

•Receive inbound calls from potential customers

•Answer any questions/concerns that the customer has

•Place orders and give product detail upon request

•Navigate websites to find necessary information to provide the best customer experience

•Multitask; operate a multi-function phone line while taking orders in a fast paced call center environment.

July 2018 – October 2018 Payroll Element - AFPC/SVTEP

Payroll Technician-NF-III Kelly AFB/ Port San Antonio

Responsibilities include:

•Perform record keeping and basic payroll processing

•Compute wage and salary payments and adjustments

•Calculate and record payroll deductions as necessary

•Process requests for offline payments

•Set up new hires and process terminations

•Update payroll records by entering changes in exemptions, benefits, and salary

•Resolves payroll discrepancies by collecting and analyzing information

•Utilize Oracle system and Microsoft Office applications

January 2010 – July 2018 Inns of Lackland - Gateway Inn

Guest Service Manager-NF-III JBSA Lackland AFB

Responsibilities include:

•Oversee the Guest Services operations of the Front Desk

•Hire, train and supervise a team of Guest Service Representatives

•Work closely with Housekeeping to ensure that mission requirements are met

•Evaluate employees; performing quarterly and annual performance feedback

•Initiate and create procedures to aid in the process of daily lodging operations

•Make lodging reservations; to include groups, individuals, TDY and Space A

•Anticipate sold-out situations and obtaining alternate accommodations for guests with reservations Plan and schedule employee’s leave requests

•Conduct payroll for 74 Gateway Inn employees

•Conduct inspections of all guest rooms and common areas to ensure upkeep of facility

•Verify cash banks and daily reports to ensure minimal discrepancies

•Perform night audits, monthly inventory and surprise cash counts

•Research and resolve guest grievances accordingly by tracking and responding to guest comment cards

•Oversee the execution of facility projects to include whole room renovations and soft good projects

•Maintain property; preventative maintenance, promptly reporting any safety issues as well as wear and tear

ACHIEVEMENTS: Detailed in Lodging Manager position while lodging manger was temporarily reassigned to another facility. Civilian Supervisor of the Quarter Jan-Apr 2014 for 802 FSS and 502 MSG. Civilian Supervisor of the Quarter Apr-Jun 2015 for 802 FSS and 502 MSG. Member of PHMA Alamo Rose Chapter. Achieved certifications for Hospitality Supervisor, Front Desk Manager, and Hospitality Departmental Trainer. Developed and maintained a great working relationship with Civil Engineers for planning and carrying out facility repairs and upkeep of property. Obtained a professional working relationship with our contracted quarters, assisting in accommodation needs. Front Desk awarded maximum points during Air Force Inns Accreditation inspection. Coordinated employee functions for 324 Inns of Lackland employees.

June 2007- January 2010 Inns of Lackland - Gateway Villa Guest Services Representative-NF-II Lackland AFB

Responsibilities include:

•Ability to operate in a leadership role when management is not readily available

•Entrusted with safe combinations as well as Grand Master Authorization keys

•Assist in motivating and training employees with knowledge of front desk operations

•Capable to handle Night Audit tasks

•Strong computer software, hardware and applications knowledge

•Interact with guests and provide information of reservation procedures, room availability, base information, and directions to local areas

•Secure reservations for incoming guests based upon availability and priority

•Proficient in the LTS Epitome Property Management System

•Report and record discrepancies needing immediate attention to the designated departments

•Assign guests to appropriate room types based on their lodging needs

•Listen to guest’s requests and respond with appropriate action

•Operate a multi-line switch board phone and directing calls accordingly

•General filing, copying, faxing documents as well as other clerical duties

•Count and secure a bank at the beginning and ending of each shift

•Process all payment types, to include: posting charges to guest accounts, receiving payments for charges incurred, processing refunds, and making change

•Answer, record, and process guest’s requests, questions, and/or concerns

ACHIEVEMENTS: Achieved certification for Front Desk Representative. Received cash awards for exceptional scores on my annual evaluation and numerous on the spot cash awards from Manager for Customer Service.

Education

1992 - 1996 George Washington High School Mangilao, Guam

High school diploma

March 2014 Southern Careers Institute San Antonio, TX

Accounting Certification

Spring 2020 – Present San Antonio College San Antonio, TX

Business Administration

References

References are available upon request

Contact this candidate