Lainey Niitani
Kalaheo,Hawaii
Summary
Developed exceptional guest service and communication skills in dynamic, fast-paced environment. Proven ability to manage high-pressure situations and ensure customer satisfaction. Seeking to transition into new field, leveraging these transferable skills to contribute effectively in fresh setting.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Manager
Lava Lava Beach Club
11.2023 - Current
- Resolved customer complaints with empathy and professionalism to retain loyalty.
- Oversee daily operations, promoting teamwork and boosting overall service quality.
- Acted as the main point of contact for guest inquiries, addressing concerns promptly and professionally while maintaining a positive rapport with clientele.
- Maintained positive team environment by encouraging teamwork and respect in accordance with company mission.
- Collaborated with employees to maintain a secure and positive workplace.
- Partnered with back-of-house management in order to maintain seamless communication between teams, ensuring a smooth dining experience for guests.
- Managed day-to-day FOH operations to drive quality, standards, and meet customer expectations.
- Performed cash handling activities and secured nightly bank deposits.
Manager/Hostessr/Server
The Dolphin Poipu
08.2018 - 08.2023
- Used communication and problem-solving skills to resolve customer complaints and promote long-term loyalty.
- Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
- Trained new staff on restaurant operations and policies to strengthen performance.
- Observed servers to provide feedback and coaching in areas requiring improvement.
- Supervised server staff and simultaneously served personal section of tables.
- Inspected FOH stock to identify shortages, replenish supply and maintain consistent inventory.
- Managed food resources, memorized orders, and coordinated customer service.
- Assigned work tasks and coordinated activities of dining room personnel to provide prompt and successful service to patrons.
- Providing quality customer service and able to remain calm under pressure and flow with the rest of all department’s/team and being dependable
- Modeled strategies to wait staff for delivering exceptional and friendly service to every guest, every time.
Greeter/Receptionist
Keoki’s Paradise
04.2019 - 03.2020
- Monitored reservations via Open-Table Platform and accommodate our guests needs and keep the workflow smooth.
- Displayed friendly, outgoing, and energetic behavior to create warm, fun atmosphere for guests.
- Answered customer questions and pointed individuals in right directions.
- Responsible to reconcile cashier drawer of transactions.
- Processed cash, credit and debit transactions accurately, limiting discrepancies.
- Monitored customer activity to maintain safe and secure environments.
- Took information about guests' party size, led to seating and offered menus.
- Managed multiple tasks simultaneously and completed all assigned duties each shift.
- Provided guidance on seating and ticketing procedures to increase customer satisfaction.
Education
Business Certificate, Front - Business Management
Front Range Community College
Westminster, CO05.2022
High School Diploma -
Kauai High School
Lihue, HI05.2020
Skills
- Patience
- Customer Service and Rapport
- Pos Operation
- Server Training
- Flexibility
- Guest Seating
- Ability to teach and mentor
- Team building
- Time management
- Microsoft Word
- Microsoft Excel
- Open-table
- Team player
- Guest Relations Management
- Constructive criticism
- Interpersonal skills
- Asking questions
- Responsible
- Quick learner
- Cash Handling
- To-Go Order Preparation
Certification
Liquor card - Blue ( Management )
Timeline
Manager
Lava Lava Beach Club
11.2023 - Current
Greeter/Receptionist
Keoki’s Paradise
04.2019 - 03.2020
Manager/Hostessr/Server
The Dolphin Poipu
08.2018 - 08.2023
Business Certificate, Front - Business Management
Front Range Community College
High School Diploma -
Kauai High School
Liquor card - Blue ( Management )
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