Faaalo (Aloha ) sefo
supervisor
Milwaukee,WI
Summary
Dynamic hospitality professional with extensive experience at Holiday Inn Brookfield, excelling in customer service and operations management. Proven track record in enhancing guest relations and training staff, leading to improved service quality. Skilled in problem-solving and implementing efficient check-in procedures, fostering a welcoming environment for all guests.
Problem-solving Front Desk Manager at busy hotel experienced in upselling and marketing property amenities. Multilingual and dedicated to boosting customer loyalty. Consistently recognized by management for performance excellence.
Polite and positive front desk ambassador with exceptional telephone etiquette. Proficient in assisting guests with reservations, valuables, and baggage. Easily adaptable to high-pressure, dynamic situations.
Hardworking front desk professional bringing expertise in reservations, concierge services, and department collaboration.
Friendly and prompt Front Service Clerk with good skills using phone, computer and office equipment. Strong multitasking, communication, and interpersonal skills. Unsurpassed mathematical skills and finesse handling front office operations.
Overview
20
20
years of professional experience
Work History
Front Desk Manager
Holiday Inn Brookfield
05.2025 - Current
- Managed front desk operations, ensuring efficient guest check-in and check-out processes.
- Provided exceptional customer service by addressing guest inquiries and resolving issues promptly.
- Coordinated room assignments and maintained accurate reservation records using property management systems.
- Trained new staff on front desk procedures, enhancing team performance and service quality.
- Implemented streamlined communication protocols between departments, improving overall workflow efficiency.
- Developed daily reports on occupancy rates and guest feedback to inform operational improvements.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Maintained an organized workspace at the front desk, contributing to a professional atmosphere that welcomed guests upon arrival.
Ambassador
Fastparkfly
09.2021 - Current
- Cultivated relationships with customers to enhance brand loyalty and service satisfaction.
- Facilitated communication between management and team members to streamline operations.
- Implemented customer feedback initiatives to improve service delivery processes.
- Trained and mentored new ambassadors on operational standards and company policies.
- Greeted customers and clients to create welcoming atmosphere.
- Developed training materials aimed at improving team performance and customer engagement strategies.
- Coordinated logistics for parking services, ensuring efficient vehicle management and retrieval.
- Represented organization at professional conferences, delivering engaging presentations to diverse audiences.
- Served as organization ambassador at various charity events, promoting mission and values.
- Built relationships with key stakeholders, fostering collaboration and understanding between organization and community.
- Assisted team with operational policies and procedures to drive services.
Food and Beverage Manager
Holiday Inn and Suites
06.2020 - 12.2025
- Directed daily operations of food and beverage services to enhance guest satisfaction.
- Managed inventory control systems to reduce waste and optimize supply chain efficiency.
- Developed training programs for staff, improving service quality and operational knowledge.
- Implemented cost-control measures, resulting in increased profitability across departments.
- Developed staff training programs to enhance service skills and increase overall efficiency.
- Led initiatives for health and safety compliance, ensuring adherence to regulatory standards.
- Established performance metrics for staff, fostering accountability and high standards of service.
- Collaborated with culinary teams to create seasonal menus aligned with market trends.
- Managed inventory effectively, reducing waste and optimizing stock levels.
- Resolved customer complaints involving food or beverage quality and service.
Banquet Supervisor
Hyatt Regency Milwaukee
06.2019 - 05.2025
- Supervised banquet setup and breakdown, ensuring adherence to service standards.
- Trained and mentored staff on best practices for event execution.
- Coordinated with kitchen and service teams to streamline communication during events.
- Implemented quality control measures to enhance guest experience during banquets.
- Created an organized system for scheduling staff members based on event requirements, optimizing efficiency.
- Collaborated with management to plan and execute themed banquets, enhancing overall offering diversity.
- Evaluated event operations, identifying areas for process improvement and efficiency gains.
- Resolved guest inquiries and issues promptly, maintaining high satisfaction rates.
- Developed schedules to optimize staffing levels for high-demand events.
Hotel Front Desk Supervisor
Hyatt Regency Downtown Milwaukee
05.2012 - 05.2025
- Supervised daily front desk operations to ensure exceptional guest service.
- Trained and mentored new staff on customer service standards and hotel policies.
- Managed guest check-in/check-out processes, enhancing efficiency and accuracy.
- Resolved guest complaints promptly, improving overall satisfaction ratings.
- Coordinated with housekeeping and maintenance teams to uphold property standards.
- Conducted regular training sessions to enhance team performance and service delivery.
- Organized staff schedules according to anticipated occupancy levels, minimizing overtime costs while maintaining adequate staffing levels at all times.
- Analyzed guest feedback to identify areas for improvement in service offerings.
- Collected room deposits, fees, and payments.
- Completed late check-ins and directed guests to rooms and facilities.
- Answered phone within [Number] minutes throughout shift, closely following strict guidelines for customer service and satisfaction.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
- Negotiated with vendors to obtain favorable rates for goods and services while maintaining good working relationships.
Operations Manager
Home2 Suites by Hilton Hotel
10.2021 - 02.2023
- Oversaw daily hotel operations, ensuring exceptional guest experiences and adherence to brand standards.
- Developed and implemented operational policies, enhancing service efficiency and quality across departments.
- Trained and mentored staff on customer service best practices, fostering a collaborative team environment.
- Analyzed performance metrics to identify process improvements, driving increased operational effectiveness.
- Managed inventory control systems, optimizing supply levels and reducing waste in procurement processes.
- Led strategic planning initiatives, aligning departmental goals with overall business objectives for enhanced profitability.
- Coordinated with maintenance teams to ensure timely responses to guest requests and facility needs.
- Cultivated relationships with vendors to negotiate contracts, improving service delivery and cost management strategies.
- Supervised operations staff and kept employees compliant with company policies and procedures.
Ramp Agent
American Airlines
09.2016 - 07.2021
- Coordinated aircraft arrivals and departures to ensure timely operations.
- Operated ground support equipment to facilitate loading and unloading of baggage.
- Conducted pre-flight inspections on ground equipment for safety compliance.
- Collaborated with team members to streamline ramp activities and enhance efficiency.
- Guided aircraft into and out of parking positions using hand signals.
- Trained new staff on safety protocols and operational procedures.
- Maintained clean ramps, preventing trip hazards or debris from interfering with aircraft movements or personnel safety.
- Resolved issues related to baggage handling, ensuring customer satisfaction and operational integrity.
- Monitored weather conditions to adapt workflows and minimize delays.
Wheelchair Agent
Prospect Airport Services
10.2018 - 02.2020
- Assisted passengers with mobility challenges, ensuring safe and efficient transport to designated areas.
- Coordinated wheelchair logistics, optimizing availability during peak travel hours for improved service delivery.
- Trained new staff on proper wheelchair handling techniques and customer service protocols to enhance team performance.
- Implemented process improvements that increased response times for wheelchair requests, enhancing overall passenger satisfaction.
- Streamlined check-in processes for disabled passengers, effectively minimizing wait times and alleviating stress levels.
- Assisted unaccompanied minors and special needs passengers by transporting and claiming personal baggage and belongings.
- Led initiatives to gather passenger feedback, utilizing insights to refine services and address specific accessibility concerns.
- Developed training materials focused on best practices in assisting passengers with disabilities, promoting consistency across teams.
- Monitored and maintained equipment standards, ensuring all wheelchairs met safety regulations and operational readiness.
Cabin Crew Member
Eulen America
07.2015 - 05.2018
- Delivered exceptional in-flight service, ensuring passenger comfort and safety.
- Assisted passengers with boarding and disembarking procedures efficiently.
- Collaborated with team members to manage cabin operations during flights.
- Responded promptly to passenger inquiries, enhancing overall travel experience.
- Maintained cabin safety by conducting pre-flight checks, adhering to airline policies, and following emergency procedures when necessary.
- Led emergency response drills, ensuring crew preparedness for various scenarios.
- Implemented process improvements for streamlined in-flight service delivery.
- Trained new crew members on safety protocols and service standards.
Server Assistant
Big City Diner
07.2005 - 09.2007
- Assisted servers in delivering food and beverages to enhance customer satisfaction.
- Maintained cleanliness and organization of dining area to ensure optimal guest experience.
- Supported team members by restocking supplies and managing inventory levels efficiently.
- Collaborated with kitchen staff to expedite order fulfillment and reduce wait times.
- Greeted customers warmly to provide exceptional customer service.
- Streamlined communication between front-of-house and back-of-house teams for improved workflow.
- Implemented feedback mechanisms to gather customer insights for service enhancement initiatives.
- Oversaw daily operations during peak hours, ensuring adherence to quality service standards.
- Trained new staff on service standards and operational procedures to promote consistency.
Education
High School Diploma -
Farrinton High School
Honolulu, HI06-2005
Skills
- Customer service
- Check-in and Check-out procedures
- Problem-solving skills
- Problem-solving
- Guest relations
- Leadership qualities
- Customer service expertise
- Hospitality service expertise
- Listening skills
- Hospitality management
- Staff supervision
- POS system operation
- Guest services
- Safety and security procedures
- Event coordination
- Team Training
- Staff development
- Operations management
Accomplishments
- Communicated with all departments efficiently as well as with the hotel owner to ensure functionality throughout 250-room property.
- Pitched in and worked any front desk position when short-staffed to ensure that guests were served promptly, resulting in reduced waiting times.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Timeline
Front Desk Manager
Holiday Inn Brookfield
05.2025 - Current
Operations Manager
Home2 Suites by Hilton Hotel
10.2021 - 02.2023
Ambassador
Fastparkfly
09.2021 - Current
Food and Beverage Manager
Holiday Inn and Suites
06.2020 - 12.2025
Banquet Supervisor
Hyatt Regency Milwaukee
06.2019 - 05.2025
Wheelchair Agent
Prospect Airport Services
10.2018 - 02.2020
Ramp Agent
American Airlines
09.2016 - 07.2021
Cabin Crew Member
Eulen America
07.2015 - 05.2018
Hotel Front Desk Supervisor
Hyatt Regency Downtown Milwaukee
05.2012 - 05.2025
Server Assistant
Big City Diner
07.2005 - 09.2007
High School Diploma -
Farrinton High School