Alicia Adams
Aurora
Summary
Guest service representative skilled in customer support and problem-solving, ensuring seamless experiences across multiple channels. Recognized for adaptability and attention to detail, enhancing guest satisfaction. Experienced in maintaining positive atmospheres through effective communication and recordkeeping.
Overview
15
15
years of professional experience
Work History
Guest Service Representative
Sonder
03.2023 - 02.2026
- Delivered high-quality guest support via phone, email, and chat across multiple time zones.
- Assisted guests with booking inquiries, check-in instructions, and property information to ensure seamless arrivals.
- Resolved urgent guest issues by coordinating with local teams on lockouts, maintenance concerns, and complaints.
- Documented interactions and updated guest profiles using internal systems for efficient case tracking.
- Collaborated with housekeeping and operations teams to manage service requests and confirm completion.
- Maintained high customer satisfaction through empathy, professionalism, and problem-solving during critical situations.
- Guided guests in using self-service tools and mobile app features to enhance efficiency.
- Handled billing inquiries and payment adjustments according to company policies.
Front Desk Agent
Element Hotel
Lone Tree
02.2018 - 02.2023
- Greeted guests warmly, ensuring a positive first impression upon arrival.
- Registered guests, accurately completing check-in procedures and issuing room keys.
- Provided detailed information about hotel amenities, services, local attractions, and directions.
- Managed reservations via phone, email, or in-person, accommodating modifications and special requests.
- Addressed guest concerns and complaints promptly, escalating issues to management as necessary.
- Arranged guest services such as transportation, tours, and special accommodations efficiently.
- Coordinated with housekeeping and maintenance to guarantee rooms were clean and prepared for arrival.
- Processed payments verified billing accuracy, and managed invoices meticulously.
Cashier Team Lead
Taco Bell
Aurora
08.2011 - 01.2018
- Provided fast, friendly service to drive‑thru guests by taking orders accurately, processing payments, and ensuring a smooth customer experience.
- Operated the POS system, handled cash and card transactions, and balanced the register with accuracy.
- Prepared menu items on the food line following Taco Bell recipes, portion standards, and food‑safety guidelines.
- Assembled tacos, burritos, bowls, and specialty items quickly while maintaining quality and presentation standards.Communicated clearly with kitchen and drive‑thru teams to keep orders organized and delivered on time.
- Maintained a clean and sanitized work area, including food prep stations, drive‑thru window, and dining areas.
- Restocked ingredients, sauces, and supplies to keep the line running smoothly during peak hours.
- Resolved customer concerns with professionalism and ensured guests received correct and complete orders.
- Followed all safety, hygiene, and company policies to support a safe and efficient work environment. Demonstrated reliability by arriving on time, supporting team members, and staying calm during high‑volume rushes.
Education
GED -
AcuSkill Training
Colorado Springs, CO03-2010
Skills
- Guest relations and booking management
- Complaint resolution and payment processing
- Reservation systems expertise
- Customer relationship management
Timeline
Guest Service Representative
Sonder
03.2023 - 02.2026
Front Desk Agent
Element Hotel
02.2018 - 02.2023
Cashier Team Lead
Taco Bell
08.2011 - 01.2018
GED -
AcuSkill Training