Gail Lee
Paradise Cove Luau
Waianae,HI
1
Language
1
Certification
22
years of professional experience
Accomplished manager with a robust background in staff training and problem resolution. Known for implementing effective operational strategies that enhance performance and guest satisfaction. Ready to drive success through a collaborative approach and a focus on continuous improvement.
Work History
Night Operations Manager
3 Years 7 Months- Oversaw nightly operations, ensuring seamless execution of events and guest satisfaction.
- Managed staff schedules and assignments to optimize team performance during high-volume events.
- Analyzed feedback from guests to identify areas for improvement in service offerings and processes.
- Led safety compliance initiatives, fostering a secure environment for staff and guests alike.
- Conducted performance evaluations for night staff members, providing constructive feedback and opportunities for growth.
- Achieved optimal resource allocation by performing regular audits of staffing levels, equipment usage, and productivity during night operations.
- Resolved escalated customer complaints promptly, maintaining a high level of professionalism and empathy.
- Reduced safety incidents by conducting regular equipment inspections and enforcing strict adherence to safety protocols.
- Oversaw security measures at the facility, ensuring a safe environment for both employees and customers alike during night hours.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Reservations Manager
9 Years 8 Months- Oversaw daily reservation operations to enhance guest experiences and streamline booking processes.
- Developed and implemented training programs for staff to improve customer service and reservation accuracy.
- Optimized scheduling systems, increasing efficiency in handling guest inquiries and booking requests.
- Analyzed reservation trends to forecast demand and adjust operational strategies accordingly.
- Led cross-functional meetings to align team efforts on service standards and operational improvements.
- Assisted front office staff in managing walk-ins or last-minute changes during peak periods, maintaining smooth operations and guest satisfaction levels.
- Maintained strong relationships with key clients, resulting in repeat business and increased bookings.
- Effectively resolved guest issues related to reservations, resulting in satisfied customers and positive reviews.
- Conducted regular audits of reservation records, maintaining accuracy and reducing discrepancies.
- Monitored inventory levels across multiple booking channels, preventing overbooking incidents and maximizing room revenue opportunities.
- Enhanced customer satisfaction by efficiently managing reservations and providing exceptional service.
- Implemented training programs for reservation agents, improving their skills and enhancing overall performance.
- Provided customers with information about availability and pricing.
- Handled billing information over the phone.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Resolved various issues and discrepancies for customers.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Box Office Manager
21 Years 9 Months- Managed box office operations, ensuring accurate ticket sales and inventory controls.
- Coordinated with marketing teams to promote events and drive ticket sales effectively.
- Developed strategies to enhance guest experiences during high-volume events.
- Trained and mentored staff on customer service techniques and ticketing systems.
- Implemented process improvements that streamlined ticketing procedures and reduced wait times.
- Led team meetings to align on goals, share feedback, and enhance performance standards.
- Led a team of box office employees by providing clear expectations, feedback, and support for professional growth.
- Implemented effective inventory management systems to maintain accurate records of ticket availability and sales.
- Oversaw recruitment hiring processes including interviewing potential candidates evaluating their qualifications before selecting suitable individuals to join our team members to achieve success together.
- Maintained accurate financial records for all transactions related to ticket sales, refunds, exchanges, fees, and commissions involved in the business process.
- Managed daily operations for smooth box office functioning, ensuring excellent customer service.
- Created and maintained reports of sold tickets and payments received.
- Greeted customers daily, providing personalized service to enhance their experience. and determined best approach to provide optimal service.
- Established team priorities, maintained schedules and monitored performance.
- Balanced cash owed against number of tickets bought and took payment in exchange for ticket sales.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Education
High School Diploma
Skills
Operations Management
Reservations Systems
Guest Services
Staff Training
Problem Solving
Team collaboration
Event Coordination
Certification
- Certified of Management - Hawaii Employers Council
Languages
English
Timeline
Night Operations Manager
Paradise Cove Luau
05.2022 - 12.2025Read More
Reservations Manager
Paradise Cove Luau
04.2016 - 12.2025Read More
Box Office Manager
Paradise Cove Luau
03.2004 - 12.2025Read More
Nanakuli High School
High School Diploma
Read More