Catherine Kiaaina
Las Vegas
Summary
Extensive experience in the Hospitality Industry & Sales and Conference Services. Excellent customer service, communication skills and ability to build relationships with a diverse range of internal and external customers. Reliable team player, extremely detailed and organized. Excited to continue my career in hospitality with a dynamic team and organization!
Overview
32
32
years of professional experience
Work History
MARKETING EXECUTIVE
MARRIOTT GRAND CHATEAU
02.2023 - Current
- VIP Concierge service
- Promote potential owners, inviting to an owner update/presentation
- Review gift options
- Encourage owners to purchase preview packages sales/tours
- Use sales technique to maximize revenue
- Maintain monthly and yearly goals
CUSTOMER RELATION COORDINATOR
MARRIOTT GRAND CHATEAU
02.2022 - 02.2023
- Conduct pre-arrival calls to guests confirmed on a promotional package
- Engage with guests and provide elevated customer service by phone
- Effectively communicate the benefits of the guest's vacation package and confirm details
- Provide the highest level of service to suggest local attractions and restaurants recommendations
- Provide effective problem resolution techniques if applicable
SALES ASSOCIATE
MARSHALL ROUSSO RETAIL GROUP
12.2020 - 02.2022
- Greet customers, responding to questions related to merchandise and store policies
- Improve engagement with merchandise and providing outstanding customer service
- Operate cash register, manage financial transactions, and balancing cash registers
- Achieve established goals
SALES & CATERING COORDINATOR- RELIEF PROPERTY COORDINATOR
SPRINGHILL SUITES HOTEL LVCC
LAS VEGAS
10.2016 - 04.2020
- Airline rooming list, airline invoice and payments
- Lead Catcher, retrieve and assign leads to Sales and Convention Managers including inquiries
- Manage daily pick-up reports for each group stay
- Prepare group proposals, contracts and resumes
- Assist in collecting proper payment for functions in accordance with hotel standards
- Efficient client contact, Manage room blocks, input all rooming list
- Assist the General Manager, Director of Sales and Managers with various reports
FRONT DESK SUPERVISOR
SPRINGHILL SUITES HOTEL LVCC
LAS VEGAS
05.2013 - 10.2016
- Welcome visitors, taking their information and choosing the best room to fit their needs
- Address issues guest has with rooms, collect payments and settle the register daily
- Interview front desk candidates, hire, train according to Marriott Brand Standards
- Ensure efficient and smooth operations for producing excellent feedback and guest satisfaction
- Prepare various reports for the Director of Rooms and Guest Service Manager
HOTEL RESERVATIONIST
ZEPHYR PARTNERS
LAS VEGAS
11.2011 - 10.2012
- Assist customers with hotel reservations based on various requirements
- Check availability to accommodate for customers desired travel dates
- Confirm and answer all questions customers may have about the reservation process
FRONT DESK AGENT-NIGHT AUDITOR-SHUTTLE DRIVER-BREAKFAST ATTENDANT
FAIRFIELD INN HOTEL
LAS VEGAS
04.2010 - 08.2011
- Welcome visitors, taking their information and choosing the best room to fit their needs
- Address issues guest has with rooms, collect payments and settle the register daily
- Ensure efficient and smooth operations for producing excellent feedback and guest satisfaction
- Complete night audit reports and date roll, prepare various reports for the General Manager
CARE CREDIT CUSTOMER SERVICE
CLIENT DEVELOPMENT SERVICES
HENDERSON
07.2009 - 04.2010
- Manage Care Credit Accounts with various medical facilities
- Assist Care Credit customers with questions regarding their account
SALES GALLERY REPRESENTATIVE
CITYCENTER MGM
LAS VEGAS
05.2008 - 11.2008
- Greet customers, pre-sell the CityCenter project to potential clients
- Educate customers about the 76 acres located on the strip MGM project
- Introduce all potential clients to the Sales Manager for closing
MANAGER-ASSISTANT FRONT DESK MANAGER-RELIEF SUPERVISOR-FRONT DESK AGENT
PARIS HOTEL/CASINO CAESARS ENTERTAINMENT
LAS VEGAS
09.1999 - 11.2007
- Prepare shift bid for 60 plus Front Desk Associates
- Manage vacation and time off request
- Front Desk Payroll
- Document each upsell and distribute commission report to the Director of Hotel Operation monthly
- Work closely with the Teamsters Union in regards to Union members at the Front Desk
- Recruit, train and supervise staff
- Maintain statistical and financial records
- Coach/counsel associates regarding verbal and written warnings
- Handle customer complaints and queries
- Manage room availability and sell out the hotel at 100% as best possible
BELL/VALET-CROSS TRAINED FRONT DESK-LOBBY GREETER-ROOM SERVICE-ORDER TAKER
IHILANI RESORT AND SPA FIVE DIAMOND
KAPOLEI
07.1994 - 11.1998
- Prepare pre-orders for room service
- Answer room service calls for guest ordering in-room dining
- Follow-up with guest order was fulfilled correctly
- Assure guest tray/table retrieved after dining
- Organize amenity deliveries
- Balance tickets and reports prior to the end of shift
- Work with the Front Desk to deliver guest luggage after check in
- Answer calls from guest with request to pick up their luggage after check out
Education
CERTIFICATE - JAPANESE SPEAKING (FRONT DESK)
KAPIOLANI COMMUNITY COLLEGE
GENERAL EDUCATION -
KAIMUKI HIGH SCHOOL
Skills
- Windows
- MS Word
- Power Point
- Excel
- Outlook
- Delphi FDC
- Fosse
- LMS
- Passkey
- PMS
- OTM
Accomplishments
- Experience working in a conference and events based Marriott brand hotel - Las Vegas, NV
- General managed hotel and casino containing 2,916 rooms - 5,000 employees - Las Vegas, NV
- Employed by a five diamond resort and spa - Kapolei, HI
Timeline
MARKETING EXECUTIVE
MARRIOTT GRAND CHATEAU
02.2023 - Current
CUSTOMER RELATION COORDINATOR
MARRIOTT GRAND CHATEAU
02.2022 - 02.2023
SALES ASSOCIATE
MARSHALL ROUSSO RETAIL GROUP
12.2020 - 02.2022
SALES & CATERING COORDINATOR- RELIEF PROPERTY COORDINATOR
SPRINGHILL SUITES HOTEL LVCC
10.2016 - 04.2020
FRONT DESK SUPERVISOR
SPRINGHILL SUITES HOTEL LVCC
05.2013 - 10.2016
HOTEL RESERVATIONIST
ZEPHYR PARTNERS
11.2011 - 10.2012
FRONT DESK AGENT-NIGHT AUDITOR-SHUTTLE DRIVER-BREAKFAST ATTENDANT
FAIRFIELD INN HOTEL
04.2010 - 08.2011
CARE CREDIT CUSTOMER SERVICE
CLIENT DEVELOPMENT SERVICES
07.2009 - 04.2010
SALES GALLERY REPRESENTATIVE
CITYCENTER MGM
05.2008 - 11.2008
MANAGER-ASSISTANT FRONT DESK MANAGER-RELIEF SUPERVISOR-FRONT DESK AGENT
PARIS HOTEL/CASINO CAESARS ENTERTAINMENT
09.1999 - 11.2007
BELL/VALET-CROSS TRAINED FRONT DESK-LOBBY GREETER-ROOM SERVICE-ORDER TAKER
IHILANI RESORT AND SPA FIVE DIAMOND
07.1994 - 11.1998
CERTIFICATE - JAPANESE SPEAKING (FRONT DESK)
KAPIOLANI COMMUNITY COLLEGE
GENERAL EDUCATION -
KAIMUKI HIGH SCHOOL