Ailona Masoe
Laie,Hawaii
Summary
Recent Hospitality and Tourism Management graduate with four years of experience in the hotel and tourism industry. Eager to leverage academic background and industry expertise to excel as a Travel Agent. Proven ability to provide exceptional customer service, plan customized travel itineraries, and deliver memorable travel experiences. Seeking an opportunity to apply skills and knowledge in a dynamic travel agency setting.
Overview
5
5
years of professional experience
Work History
Hotel Management Trainee
Courtyard by Marriott
12.2022 - Current
- Provided personalized assistance and hospitality services to hotel guests, ensuring their comfort and satisfaction throughout their stay
- Handled guest inquiries, requests, and complaints promptly and courteous manner, resolving issues to maintain positive guest relations
- Coordinated with various hotel departments, including housekeeping, front desk, and maintenance to fulfill guest needs and preferences
- Collaborated with hotel management to implement guest service initiatives and enhance overall guest experience
- Assisted with planning and execution of tourism activities, events, and excursions for clients and tour groups
- Conducted research on tourist attractions, accommodations, and transportation options to develop comprehensive tour itineraries
- Provided logistical support during tours, including coordinating transportation, guiding participants, and ensuring safety and compliance with regulations
- Communicated with clients and vendors to confirm bookings, arrange accommodations, and address any special requirements or requests
- Contributed to marketing and promotional efforts by creating content for social media, website, and promotional materials.
- Supervised team of 16 food and beverage employees and helped to resolve issues arising during shifts.
- Organized and coordinated catering for social events and business meetings, increasing total revenue of 8.5%.
Tour Guide
Polynesian Cultural Center, PCC
01.2019 - 09.2021
- Enhanced visitor experience by providing engaging and informative tours of various attractions.
- Increased customer satisfaction through attentive listening and personalized tour adjustments based on group interests.
- Improved group safety by vigilantly monitoring tour participants and implementing strict adherence to safety guidelines.
- Facilitated memorable experiences for diverse groups by tailoring presentations to cater to different age groups, cultural backgrounds, and language abilities.
- Received numerous positive reviews from clients, reflecting strong communication skills and in-depth knowledge of tour subjects.
- Strengthened relationships with local businesses by collaborating on promotional events and cross promotions.
- Contributed to 15% increase in repeat customers through exceptional service and fostering long-term relationships with clients.
Education
Bachelor of Science in Hospitality and Tourism Management -
Brigham Young University-Hawaii
Laie, Hawaii11.2022
Skills
- Strong communication and interpersonal skills
- Customer-focused approach with commitment to exceeding expectations
- Proficient in Microsoft Office Suite and travel booking systems (eg, Sabre, Amadeus)
- Detail-oriented with excellent organizational and multitasking abilities
- Ability to work effectively in team environment and independently
- Adaptability and willingness to learn new skills and technologies
- Knowledge of hospitality and tourism industry trends and best practices
Coursework
- Tourism Planning and Development
- Hospitality Operations Management
- Destination Marketing
- Travel and Tourism Law
- Event Management in Hospitality
Languages
English
Full Professional
Samoan
Native or Bilingual
Tagalog
Full Professional
Spanish
Limited Working
Timeline
Hotel Management Trainee
Courtyard by Marriott
12.2022 - Current
Tour Guide
Polynesian Cultural Center, PCC
01.2019 - 09.2021
Bachelor of Science in Hospitality and Tourism Management -
Brigham Young University-Hawaii