Angela Ponialoha Kapeliela
Hilo,US
Summary
Experienced Travel Director with over 33 years in the hospitality and tourism industry. Skilled in customer service, event coordination, and team management. Proven track record in delivering high-class guest experiences and managing on-site operations, enhancing guest satisfaction and operational efficiency. Authorized to work in the US for any employer
Overview
22
22
years of professional experience
1
1
Certification
Work History
Travel Director
MC&A
Honolulu, HI
12.2022 - Current
- Coordinate while on-site a full range of customized services to operating groups that include air, ground, activities, food & beverage, entertainment, team building and event-related services and functions. Travel directors are responsible for insuring all contracted services are delivered and executed in full. Primary job duties for this position include but are not limited to: Insure and provide flawless, upscale, professional and high class guest service experiences. While on-site, is the primary liaison between MC&A, the client, and vendors in the delivery and execution of all inclusions and elements associated with assigned file. Respond to clients needs and anticipate their unstated ones. Expect and react promptly to clients requirements and inquiries, Actively listen and resolve clients' complaints, Oversee and coordinate all arrivals and departures at the hotel. Direct, coach and manage the on-site operating team to ensure all standards and operating procedures are adhered to. Appraise team's performance and produce reports. Reconfirm services with vendors and ensure delivery of services as outlined in client contracts. Reconcile and accurately record all billable transactions and prepare reports to be used in preparation of the final client invoices.
Concierge
Mauna Lani, Auberge Resorts Collection
Kamuela, HI
04.2021 - 09.2022
- Assist guests in providing an array of services calculated to make their stay easier and more pleasurable, including dining reservations, tour bookings, transportation arrangements, information, and any services that are best suited to the guest’s needs. Maintain complete knowledge at all times of, all resort features/ services, hours of operation; daily house count and expected arrivals/departures; scheduled daily group activities; Maintain complete knowledge of and comply with all resort and departmental policies and procedures, guests special request/requirements and potential problems; ensure that all guests receive personal, individual and professional treatment, provide guests with information, descriptions, directions, and reservations for all resort services, local restaurants, activities, travel arrangements and other points of interest, develop good relationships with peers in local restaurants and transportation and tours; coordinate special attention for birthdays, anniversaries or special events, handle guest complaints or problems immediately, ensuring guest satisfaction; Maintain follow-up log for communication between concierge shifts.
Service Express / Reliever Lead Supervisor
Westin Hapuna at the Mauna Kea Resort
Kamuela, HI
01.2017 - 06.2022
- Exemplary customer service by providing prompt, courteous, & efficient handling of all incoming & outgoing phone calls. Conduct all incoming and in-house calls for guest and staff using correct greeting and telephone etiquette. Dispatch for housekeeping, engineering and bell desk upon guest request. Route deliveries, room amenity and room service orders for Westin Hapuna Beach Hotel & Resort which also includes the Mauna Kea Beach Hotel & Mauna Kea Resort. Maintain knowledge on how to utilize Property Management System, OPERA (with discretion and confidentiality of all guests and hotel information) micro system, PBX switchboard and radio dispatch. Handle guest complaints or problems immediately, ensuring guest satisfaction, guest compensation accordingly. Communicate all incidences to management, to ensure communication to all necessary departments. Obtain signatures for financial documents, clerical duties, filing, faxing, cash handling and credit card charges. Assistant to department managers and served as supervisor in their absence.
Front Office Agent
Hampton Inn & Suites Las Vegas Red Rock
Las Vegas, NV
08.2016 - 12.2016
- Check in guest to hotel, assign rooms, assist guest in dining and transportation reservations, pbx, breakfast set up and breakdown, breakfast cook, cash handling.
Crewbie
Sutherland Global Services
Las Vegas, NV
05.2016 - 08.2016
- Answering phone calls within 3 rings, multi-tasking using various resource tools & listening skills to assist in analyzing and solving customer issue's as well as mediation and escalations. Respond to customers telephonically and by email.
Customer Service Representative
Worldwide Flight Services
Las Vegas, NV
09.2015 - 05.2016
- Check in passengers for flights, print out boarding passes, lifting of luggage up to 70lbs, assist passengers in arranging flight arrangements and advising passengers of airport rules and regulations before flight.
- Skills Used
- Customer service, always greeting passengers with a friendly smile and always with respect and understanding of any inconvenience that may arise. I always have a pleasant attitude which passengers appreciate.
Hostess/Food Runner/Busser
Merriman's
Waikoloa, HI
03.2012 - 10.2014
- Hostess: Greeting guests as they enter, providing guests with menus and answering any initial questions. Seating guests at tables and assigning guests to tables they prefer, while keeping table rotation in mind so that servers receive the right number of customers. Answering phone calls, taking reservations and answering questions and knowledge of menu, specials and awareness of dietary restrictions.
- Food Runner: Deliver food orders to customers quickly and accurately as well as communicating any dietary restrictions between server and cooks. Uphold sanitation and food safety principles.
- Busser: Clearing dishes, cutlery and glassware during and after meal. Assist server or food runner as needed. Resetting tables, refilling condiments and roll ups. Refilling water glasses and keeping work station areas and dining area clean throughout shift.
Guest Service Agent / Lead Supervisor
Hapuna Beach Prince Hotel
Kamuela, HI
05.2004 - 08.2015
- (c) 808-896-8812
Caregiver, Special Needs
Ultimacare
Hilo, HI
10.2024 - Current
- Provided individualized care plans tailored to unique needs of client.
- Assisted patients with daily routines including bathing, meal preparation, feeding, dressing, incontinence care, and grooming.
- Monitor vitals and prepare and administer scheduled medications.
- Assist patient with daily living activities to enhance independence and quality of life.
- Assist patient with doctor appointments, labs and therapy’s.
- Implemented behavior management strategies to promote positive interactions and reduce challenges.
- Coordinate communication between families, healthcare providers, and support services for comprehensive care.
Education
High school diploma - undefined
Kohala High School
Kapaau, HI, US12.1991
Skills
Cashiering
Customer service
Host/Hostess
Microsoft Word
Spasoft program
Food & Beverage
Busser
Excellent communication skills
Customer support
Hotel experience
Empower/GXP (1 year)
Cash Handling
Retail sales
Lead / Supervisor
Time management
Micros POS
OnQ (Less than 1 year)
Accurate and detailed
Guest Bridge (5 years)
POS (9 years)
GEAC system (10 years)
PBX multiple phone line console
Administrative experience
40 WPM typing speed
Social media knowledge
Upselling
Works well under pressure
Aloha POS
Microsoft Excel
Radio Dispatch
Guest Services
Restaurant Experience
Banquet Experience
10 Key By Touch
OPERA POS
Sales
Call Center (Less than 1 year)
Teamwork
OpenTable
Certification
Driver's License
Timeline
Caregiver, Special Needs
Ultimacare
10.2024 - Current
Travel Director
MC&A
12.2022 - Current
Concierge
Mauna Lani, Auberge Resorts Collection
04.2021 - 09.2022
Service Express / Reliever Lead Supervisor
Westin Hapuna at the Mauna Kea Resort
01.2017 - 06.2022
Front Office Agent
Hampton Inn & Suites Las Vegas Red Rock
08.2016 - 12.2016
Crewbie
Sutherland Global Services
05.2016 - 08.2016
Customer Service Representative
Worldwide Flight Services
09.2015 - 05.2016
Hostess/Food Runner/Busser
Merriman's
03.2012 - 10.2014
Guest Service Agent / Lead Supervisor
Hapuna Beach Prince Hotel
05.2004 - 08.2015
High school diploma - undefined
Kohala High School