Summary
Overview
Work History
Education
Skills
Timeline
Generic

Aulani Kupahu

Las Vegas

Summary

Dynamic hospitality professional with extensive experience at Waldorf Astoria Las Vegas, excelling in guest relations and problem-solving. Proven track record of enhancing customer satisfaction through exceptional service and effective communication. Skilled in reservation systems and time management, consistently delivering memorable experiences that foster loyalty and repeat business.

Overview

12
12
years of professional experience

Work History

Front Desk Agent

Waldorf Astoria Las Vegas
09.2024 - Current
  • Collected room deposits, fees, and payments.
  • Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
  • Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
  • Resolved guest issues promptly, resulting in positive feedback and return visits.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
  • Answered multi-line phone system and enthusiastically greeted callers.
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.

VIP Services Representative Supervisor

Bellagio Hotel and Casino
12.2023 - 10.2024
  • Coordinated with various departments to ensure seamless execution of special events and promotions targeted at VIP clientele.
  • Implemented strategies to identify potential VIP clients, increasing the overall number of high-value guests.
  • Worked closely with sales and marketing teams to develop targeted promotions aimed at attracting high-profile clientele.
  • Handled complex situations involving dissatisfied customers with diplomacy, preserving positive relationships while addressing any issues at hand.
  • Organized exclusive events for VIP guests, creating memorable experiences that encouraged repeat visits.
  • Provided exceptional service by quickly responding to requests from VIP clients, ensuring their satisfaction throughout their stay.
  • Facilitated communication between VIP guests and hotel management to ensure all needs were met during their stay.
  • Built strong relationships with high-profile clients, fostering loyalty and repeat business.

Call Center Representative

Germaines Luau
03.2018 - 10.2023
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
  • Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
  • Identified upselling opportunities to increase revenue generation.
  • Delivered prompt service to prioritize customer needs.
  • Followed up with customers about resolved issues to maintain high standards of customer service.

Administrative Manager

Roberts Hawaii
01.2018 - 08.2023
  • Ensured smooth daily operations with timely completion of all essential administrative tasks and responsibilities.
  • Provided exceptional administrative support for executive-level staff, ensuring that their needs were met promptly and accurately in order to facilitate smooth daily operations.
  • Supervised staff and delegated tasks to maintain positive, productive administrative operations.
  • Maintained accurate record-keeping systems to ensure easy access to critical information for decision-making purposes.
  • Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
  • Reduced operational costs through effective management of staff schedules, resources, and vendor relationships.
  • Trained employees in company and regulatory compliance requirements to promote conformance.
  • Coordinated customer, vendor and stakeholder relations for smooth communication flows.

Customer Service Representative

Trane Inc.
06.2013 - 12.2018
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

Education

Associate of Arts - Accounting

Heald College
Honolulu, HI
08-2013

Skills

  • Customer service
  • Guest services
  • Problem-solving skills
  • Hospitality services
  • Time management
  • Guest relations
  • Oral and written communications
  • Reservation systems

Timeline

Front Desk Agent

Waldorf Astoria Las Vegas
09.2024 - Current

VIP Services Representative Supervisor

Bellagio Hotel and Casino
12.2023 - 10.2024

Call Center Representative

Germaines Luau
03.2018 - 10.2023

Administrative Manager

Roberts Hawaii
01.2018 - 08.2023

Customer Service Representative

Trane Inc.
06.2013 - 12.2018

Associate of Arts - Accounting

Heald College

Similar Profiles

CREATE PROFILE
Aulani Kupahu