CHARLIE T. KINOSHITA
Waikoloa,HI
Summary
Experienced hospitality leader with background in team development across hotels, resorts, and cruise lines. Proven track record in leading high-performing teams, optimizing service delivery, and enhancing guest satisfaction. Fluent in Japanese and conversational in Spanish. Committed to delivering exceptional guest experiences and cultivating positive workplace culture.
Overview
16
16
years of professional experience
Work History
Director of Guest Services
Hilton Grand Vacations – Kohala Suites & Bay Club
10.2022 - 06.2025
- Managed front desk, PBX, reservations, bell services, finance, and QA audits across 288-unit timeshare resort.
- Developed SOPs, improved team survey scores by 12 points, and streamlined purchasing to reduce expenses by 12%.
- Oversaw guest experience strategy including feedback response, VIP support, and multilingual communication.
- Implemented innovative strategies aimed at improving operational efficiency within the department.
Guest Service Ambassador
Fairmont Orchid
12.2021 - 10.2022
- Delivered 5-star guest service across valet, bell desk, in-room dining, banquets, and VIP lounge.
- Resolved common service issues proactively, increasing guest satisfaction scores by 10%.
- Maintained elite cleanliness and hospitality standards, creating a consistently welcoming atmosphere.
Housekeeping Manager
Kona Coast Resort
04.2021 - 12.2021
- Managed 267-unit property with full responsibility for staffing, training, inspections, inventory, and safety compliance.
- Implemented performance reviews and feedback systems to improve team productivity and morale.
- Worked with front desk to respond promptly to all guest requests.
- Managed inventory levels effectively, ensuring adequate supplies for daily operations while minimizing waste and costs.
Guest Service Agent
O’Reilly Auto Parts
08.2020 - 04.2021
- Supported customer service and deliveries during COVID-19 pandemic; maintained high service standards under pressure.
- Handled transactions, balanced daily cash reports, and responded to guest inquiries in person and online.
Assistant Director of Front Office
Hilton Waikoloa Village
04.2012 - 06.2019
- Led front office operations for 1,241-room resort; improved service metrics and team engagement.
- Designed and implemented training programs and SOPs; optimized staff scheduling and interdepartmental coordination.
- Enhanced communication and collaboration across teams to deliver a seamless guest experience.
- Conducted regular performance evaluations for front office staff, identifying areas for growth and offering support through coaching or additional training as needed.
Executive Housekeeper
Royal Caribbean International
09.2009 - 03.2012
- Managed all housekeeping operations on board for 1,557 staterooms and 120+ crew members.
- Conducted detailed inspections and boosted productivity through efficient scheduling and training.
- Conducted regular inspections of guest rooms and common areas, ensuring adherence to established quality standards.
- Increased productivity levels by implementing time-saving strategies such as enhanced scheduling methods or task prioritization techniques.
Skills
- Front office operations
- Housekeeping operations
- Property management systems
- Technology adaptation
- Strong leadership
- Team management
- Staff training and development
- Multitasking proficiency
- Exceptional communication
- Networking and partnerships
- Health and safety regulations
- Brand representation
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Always do right. It will gratify some people and astonish the rest.
Samuel Clemens
Timeline
Director of Guest Services
Hilton Grand Vacations – Kohala Suites & Bay Club
10.2022 - 06.2025
Guest Service Ambassador
Fairmont Orchid
12.2021 - 10.2022
Housekeeping Manager
Kona Coast Resort
04.2021 - 12.2021
Guest Service Agent
O’Reilly Auto Parts
08.2020 - 04.2021
Assistant Director of Front Office
Hilton Waikoloa Village
04.2012 - 06.2019
Executive Housekeeper
Royal Caribbean International
09.2009 - 03.2012
Business Administration / Management
San Diego Mesa College
Education
Business Administration / Management
San Diego Mesa College
San Diego, CAMission Statement
Educate, develop, and motivate a team that will provide exceptional service and demonstrate unforgettable hospitality wholeheartedly to everyone through my leadership.
Core Compitencies
- Leadership & Staff Development: Directed teams of 120+ staff; reduced turnover by 98% at Hilton Waikoloa Village; boosted team survey scores by 20+ points through innovative training and incentives.
- Guest Services & Hospitality: Managed front desk, concierge, valet, PBX, bell services; established guest satisfaction protocols; fluent in Japanese with strong support for international and VIP guests.
- Operations Management: Oversaw operations for properties with 100–1,200+ rooms; skilled in budgeting, labor forecasting, payroll, and revenue management; led QA audits and vendor coordination.
- Housekeeping & Facilities: Led housekeeping and laundry operations for multiple high-volume resorts and a 1,500+ room cruise ship; enforced cleanliness and safety protocols; supported renovations and environmental initiatives.
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