Job Search Status
Open to workDesired start date: Immediately
Open To Work
Arlene Bancud
Concierge
Kapaa,HI
Work Preference
Summary
Customer service and hospitality professional with over 10 years in airline operations, remote concierge services, and travel coordination. Expertise in airline reservations, itinerary management, and luxury hospitality, delivering personalized service and effective problem resolution in fast-paced environments. Strong communicator adept at handling high-volume communications and fostering positive relationships while maintaining professionalism and confidentiality.
Overview
14
14
years of professional experience
Work History
Remote Concierge
1 Hotel Hanalei Bay
Princeville, Hawaii
04.2025 - 05.2026
- Provided personalized virtual concierge assistance including travel planning, reservations, and lifestyle services
- Delivered exceptional customer service via phone, email, and chat, enhancing guest satisfaction
- Managed multiple guest requests simultaneously with strong attention to detail and organization
- Handled guest inquiries, special requests, and service recovery professionally and efficiently
- Coordinated with vendors and service providers to promptly fulfill guest needs, improving overall service delivery
- Maintained accurate client records, ensuring confidentiality of sensitive guest information to build trust
- Built positive guest relationships through professionalism and personalized support
PBX Hotel Operator
1 Hotel Hanalei Bay
Princeville, Hawaii
08.2024 - 04.2025
- Provide exceptional customer service in a professional and friendly manner
- Answer incoming calls and assist guests with questions and requests
- Handle guest concerns and direct calls to appropriate departments
- Assist with reservations, guest information, and service coordination
- Maintain professionalism while managing high call volumes and multiple tasks simultaneously
Customer Service Supervisor
UNIFI
Lihue, Hawaii
07.2021 - 08.2024
- Resolved customer service concerns and operational issues in fast-paced airport environments, enhancing overall passenger satisfaction
- Supervised daily airline operations for the Alaska Airlines contract account
- Coordinated with flight crews and ground operations teams to ensure on-time departures, contributing to operational efficiency
- Trained and assisted team members, reinforcing safety and operational standards to promote a reliable work environment
- Assisted with passenger check-in, boarding, and gate operations
- Assisted passengers with boarding, deplaning, and special accommodations
- Operated jet bridge equipment during aircraft arrivals and departures
- Performed aircraft weight and balance procedures to ensure safe flight operations
- Supported baggage operations and overall airport customer service functions
Rental Sales Agent
Avis Budget Group
Honolulu, Hawaii
08.2019 - 06.2020
- Showcased rental products and service options to match customer needs
- Facilitated customer check-ins and reservations for seamless rental experience
- Guided customers through vehicle rental process and contract reviews to ensure understanding
- Delivered professional customer support and problem resolution
Airport Customer Service Agent
Hallmark Aviation
Honolulu, Hawaii
06.2012 - 07.2018
- Delivered professional customer service in fast-paced airport environments
- Assisted passengers with check-in, boarding passes, baggage processing, and travel documentation
- Provided boarding and deplaning assistance for passengers requiring special accommodations
- Tracked delayed or lost baggage and resolved customer service issues to enhance passenger satisfaction
- Utilized Amadeus for reservations, itinerary management, and passenger service support
- Determined flight availability and assigned seating accommodations
- Supported airline operations for Fiji Airways and Qantas
- Supported aircraft weight and balance calculations during pre-flight checks
Skills
- Concierge services
- Airline reservations and ticketing
- Travel coordination
- Itinerary planning
- Customer service
- Amadeus and Sabre
- CRM systems
- Phone, email, and chat support
- Client record management
- Problem resolution
- Multitasking skills
- Passenger operations
- Luxury hospitality expertise
- Attention to detail
- Conflict resolution
Timeline
Remote Concierge
1 Hotel Hanalei Bay
04.2025 - 05.2026
PBX Hotel Operator
1 Hotel Hanalei Bay
08.2024 - 04.2025
Customer Service Supervisor
UNIFI
07.2021 - 08.2024
Rental Sales Agent
Avis Budget Group
08.2019 - 06.2020
Airport Customer Service Agent
Hallmark Aviation
06.2012 - 07.2018