Experience

Queen Kapiolani Hotel

• United States
• Hospitality
• 1 - 100 Employee

• Director Of Front Office

  • May 2021 - Present

  -Department Head overseeing all front office operations.-Manage a team of 10 guest service agents, 5 bellman, and 5 Assistant Front Office managers-Oversee all Guest satisfaction surveys-Implement SOP's for new policies-Payroll and Scheduling

• Guest Experience/VIP Manager

  • Jul 2018 - May 2021

  -Personal liaison for VIP and return guests-In charge of all in house guest activities-Assisted the Director of Front Office with coaching and mentoring guest service agents and bell team-In charge of all guest service trainings-Responded to all guest satisfaction surveys



Sheraton Waikiki

• Honolulu, Hawaii

• Front Office Manager

  • Nov 2015 - Jun 2018

  -Department Head of 37 guest service agents and 4 guest service managers -Implemented policies and procedures as well as new processes -Resolved escalated guest issues and created memorable experiences -payroll and scheduling -Champion guest loyalty and guest satisfaction program for the front office -Department Head of 37 guest service agents and 4 guest service managers -Implemented policies and procedures as well as new processes -Resolved escalated guest issues and created memorable experiences -payroll and scheduling -Champion guest loyalty and guest satisfaction program for the front office



The Royal Hawaiian a Luxury Collection Resort

• Honolulu, Hawaii

• Guest Services Manager

  • Apr 2014 - Nov 2015

  -Managed and coached a team of 17 guest service agents -Created memorable experiences for guests and resolved guest issues -Worked directly with the Director of Front office to implement new processes -Team building -Champion of guest loyalty program for Front office -Managed and coached a team of 17 guest service agents -Created memorable experiences for guests and resolved guest issues -Worked directly with the Director of Front office to implement new processes -Team building -Champion of guest loyalty program for Front office



Sheraton Princess Kaiulani Hotel

• United Kingdom
• Hospitality
• 1 - 100 Employee

• Guest Services Manager

  • Apr 2013 - Apr 2014

  -Handled guest complaints and created memorable experiences -Managed a team of 20 guest service agents -Assisted the Front Office manager with coaching/mentoring the front desk team -Handled guest complaints and created memorable experiences -Managed a team of 20 guest service agents -Assisted the Front Office manager with coaching/mentoring the front desk team