Frieda Taulapapa
Kahuku
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
8
8
years of professional experience
Work History
Reservations Manager
Polynesian Cultural Center, PCC
09.2019 - Current
- Oversee all aspects of the reservations department, including managing a team of 40 reservation employees.
- Monitored reservation trends, analyzed data, and generated reports from Power BI to identify opportunities for improvement.
- Provide extensive administrative support to the Corporate-Executive team with VIP ticketing and onsite coordination.
- Implemented strategies by monitoring and adjusting ticketing capacities and upselling additional services to maximize revenue.
- Monthly Collaboration with sales and marketing teams, Hawaii Sales to create promotional campaigns and packages to attract new customers, streamlining and identifying our core values, and cultural beliefs.
- Handle escalated customer inquiries or complaints, resolving issues promptly and maintaining high customer satisfaction levels, currently at 88% guest satisfaction.
Reservations Assistant Manager
Polynesian Cultural Center, PCC
05.2017 - 08.2019
- Assisted the reservations manager in overseeing the daily operations of the reservations department.
- Provided a high level of customer service to each person by engaging customers and using active listening and effective interpersonal skills.
- Coordinated with other departments to ensure ticketing, special events, and promotion have a smooth day-to-day operation.
- Conducted regular audits to ensure the accuracy of reservation data and adherence to company policies.
- Assisted in training new reservation agents and providing ongoing support and guidance.
- Handled customer inquiries and resolved issues to ensure a positive guest experience.
Reservations Administrative Assistant
Polynesian Cultural Center, PCC
10.2016 - 04.2017
- Answered multi-line phone system, routed calls, delivered messages to staff, and greeted visitors.
- Managed department budgets and generated financial reports for management review.
- Built and maintained excellent customer relationships through timely responses to inquiries and going above and beyond to accommodate unusual requests for the Corporate Office.
- Scheduled office meetings, and team-building events for the entire res team.
- Coordinated and scheduled meetings and conference calls to optimize the scheduling of the Management team.
- Developed strategies to streamline and improve office procedures.
Education
Bachelor of Science - Tourism And Travel Management
Brigham Young University - Hawaii
La'ie, HIHigh School Diploma -
Church College of Western Samoa
Pesega,SamoaSkills
- Strong leadership and team management abilities
- Reservation software
- Professional discretion Power BI Reports
- Ability to multitask and prioritize tasks
- Excellent time management skills
- Analytical thinking and problem-solving
- Ability to work under pressure and meet deadlines
- Positive Attitude
Timeline
Reservations Manager
Polynesian Cultural Center, PCC
09.2019 - Current
Reservations Assistant Manager
Polynesian Cultural Center, PCC
05.2017 - 08.2019
Reservations Administrative Assistant
Polynesian Cultural Center, PCC
10.2016 - 04.2017
Bachelor of Science - Tourism And Travel Management
Brigham Young University - Hawaii
High School Diploma -
Church College of Western Samoa
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