DAYNA UHIWAILANI SANTOS
Anaheim,CA
Summary
Service-focused professional with 19+ years of experience with background in concierge roles, skilled in providing personalized guest services and managing front desk operations. Possess strong communication abilities, adept at problem-solving and efficiently handling guest requests to enhance satisfaction. Demonstrated success in improving service delivery processes, contributing to increased positive feedback from guests.
Overview
20
20
years of professional experience
Work History
Guest Service Assistant Lead | Room Assigner
The Disneyland Hotel & The Villas
Anaheim, CA
08.2023 - Current
- Assisted with opening the largest Disney Vacation Club expansion on the West Coast, adding 344 rooms to the property.
- Resolved guest concerns to ensure satisfaction.
- Assisted guests with reservations, room changes, and special requests, ensuring personalized service.
- Oversee reservations and room assignments, maintaining accuracy and compliance.
- Managed reservations through various computer systems, such as Opera and HotSOS.
- Assisted with front desk operations during a high volume of check-ins, check-outs, walk-in reservations, and established payments.
Guest Service Assistant Trainer | Groups Assistant
Aulani, A Disney Resort & Spa
Kapolei, HI
07.2011 - 08.2023
- A part of the opening a new Disney Vacation Club Resort, with 832 hotel rooms and villas.
- Provided on-the-job training to new front desk employees, improving service standards, team efficiency, and knowledge.
- Developed training materials, including user guides and job aids, to streamline onboarding processes and new software programs.
- Integrated various software platforms, including RoomMaster, Maximo, and Chargerback.
- Arranged special accommodations for guests to enhance visitor experiences around the island.
- Monitored and operated PBX switchboard to route incoming calls to appropriate personnel.
- Maintained large group reservations, assisting with room assignments and special requests, including managing remote check-in to provide efficiency and a stress-free arrival experience.
Guest Service Assistant | PBX | Bell Assistant
Pagoda Hotel & Floating Restaurant
Honolulu, HI
09.2005 - 06.2011
- Greeted guests in a friendly and professional manner, providing excellent customer service.
- Facilitated guest check-in and check-out processes, ensuring smooth operations through the software system, LMS.
- Balanced accounts receivable ledger for end-of-day reporting purposes.
- Processed cash, credit, and debit transactions with precision.
- Assisted with guest luggage, delivering it in a timely manner upon arrival and departure.
- Operated telephone switchboard station to answer incoming calls and direct them to appropriate staff member or department.
Education
Associates Degree - Travel & Tourism
Hawaii Business College
Honolulu, Hawaii06.2006
Skills
- Guest Relations
- Friendly, positive attitude
- Staff training
- Detail-oriented
- Analytical thinking
- Team leadership
- Efficient
- Communication Skills
References
References available upon request.
Timeline
Guest Service Assistant Lead | Room Assigner
The Disneyland Hotel & The Villas
08.2023 - Current
Guest Service Assistant Trainer | Groups Assistant
Aulani, A Disney Resort & Spa
07.2011 - 08.2023
Guest Service Assistant | PBX | Bell Assistant
Pagoda Hotel & Floating Restaurant
09.2005 - 06.2011
Associates Degree - Travel & Tourism
Hawaii Business College
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