Summary
Overview
Work History
Education
Skills
Certification
Awards
Timeline
Generic

JANNETTE LEE

Honolulu

Summary

Dynamic hospitality leader with extensive experience at Waikiki Malia, excelling in strategic leadership and guest relations. Proven track record in optimizing budgets and enhancing staff performance, resulting in improved guest satisfaction. Fluent in Japanese and skilled in training and development, I drive operational excellence and foster a culture of exceptional service.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Director of Rooms

Waikiki Malia
Honolulu
08.2023 - 06.2025
  • Lead daily operations for the Front Office, Housekeeping, and Reservations departments.
  • Serve as the Acting General Manager in their absence.
  • Managed budgets, payroll, inventory, and labor costs.
  • Created strategic plans to improve guest satisfaction and revenue.
  • Coordinated housekeeping and maintenance teams for efficient room turnover.
  • Developed training programs to enhance staff performance in guest relations.
  • Implemented policies to maintain high standards of cleanliness and safety.
  • Collaborated with marketing to promote room packages and special offers.
  • Analyzed guest feedback to improve service quality and address concerns.
  • Facilitated communication between departments to streamline operations effectively.
  • Established performance standards for all divisions within the Rooms Department; evaluated staff performance against these standards.
  • Oversaw budgeting process for Rooms Division departments; monitored labor costs and other expenses to ensure maximum profitability.
  • Prepared weekly reports on occupancy levels, room rates, sales figures and other key performance indicators.
  • Provided leadership support during periods of high volume activity; maintained an environment conducive to excellent customer service.
  • Collaborated with marketing team on promotional campaigns designed to increase bookings from target markets.
  • Conducted regular meetings with department heads to review progress towards goals; identified areas needing improvement.
  • Directed staff training and development activities, including orientation, customer service skills, safety, sanitation procedures and team building exercises.
  • Addressed customer complaints in a timely manner while ensuring compliance with all applicable laws and regulations.
  • Analyzed financial data to identify opportunities to increase profits through rate optimization or inventory management techniques.
  • Coached staff on strategies to enhance performance and improve customer relations.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Responded to and resolved guest issues or complaints.

Rooms Division Manager

Halepuna Waikiki by Halekulani
Honolulu
06.2019 - 07.2023
  • Part of the opening leadership team of the newly launched boutique hotel.
  • Created SOPs for the front office, safety, and emergency protocols.
  • Integrated concierge, guest relations, and phone operations into a single, streamlined Guest Relations Agent role.
  • Developed staff training programs, and led hiring during brand transition.
  • Managed budgets, AAA inspections, and upheld 4-Diamond standards.
  • Oversaw daily operations of front office and housekeeping departments.
  • Coordinated guest services to ensure exceptional hospitality experiences.
  • Developed budgets for departmental expenditures and resource allocation.
  • Conducted regular meetings with employees in order to discuss their job performances as well as setting goals for improvement where required.
  • Prepared annual budget estimates for the Rooms Division department based on current trends and forecasted demand during peak periods.
  • Assisted with front desk operations during busy seasons including check-ins, check-outs, reservations and payment collections.
  • Developed and implemented systems to ensure the smooth running of the Rooms Division department.
  • Planned promotional activities aimed at increasing awareness about hotel services amongst potential customers.
  • Reviewed and monitored staff performance to ensure high standards of service delivery.
  • Analyzed market trends and competitor activity in order to develop competitive strategies for pricing rooms accordingly.
  • Created reports on room availability, occupancy rates, revenue targets, expenses. for senior management review.

Guest Attendant Manager

Waikiki Parc Hotel
Honolulu
05.2013 - 06.2019
  • Launched successful Ladies Travel Program for Asia market.
  • Developed onboarding and training SOPs for staff.
  • Created job descriptions for all front office roles.
  • Ensured quality guest services and staff compliance with standards.
  • Managed departmental budgets.

Guest History Coordinator / Butler / PBX / Lobby Receptionist

Halekulani
Honolulu
08.2008 - 05.2013
  • Handled all Japanese guest correspondence and history profiles.
  • Delivered 5-star Butler services, including in-suite F&B, linen, and amenities.
  • Managed PBX operations and Japanese translations for hotel guests.
  • Trained in emergency procedures and guest safety.
  • Provided front desk services and resolved guest concerns with professionalism.

Education

High School Diploma -

Dasmarinas National High School
Philippines

Skills

  • Budgeting and forecasting
  • Strategic leadership
  • Guest relations and satisfaction
  • Staff training and development
  • Sales and marketing initiatives
  • Labor and inventory management
  • Fluent in Japanese, English, and Tagalog
  • Proficient in Word, Excel, PowerPoint, and Outlook
  • Systems: Infor HMS, Alice, HOTSOS, Canary, Ambience, Dayforce, StayNTouch, Micrometrics, Shift4, Avid, STR
  • Training and mentoring
  • Supply purchasing
  • VIP services
  • Time management abilities
  • Task prioritization
  • Housekeeping management

Certification

  • - Budgeting and Scheduling Projects UCI (2020)
  • - Influencing People University of Michigan (2020)
  • - Grammar and Punctuation UCI (2020)
  • - Business Writing University of Colorado (2020)
  • - Work Smarter Not Harder UCI (2020)
  • - Leadership and Emotional Intelligence ISB (2020)
  • - PowerPoint for Hotels University of Hawaii (2018)
  • - Hotel Butler Service Heilbron Hospitality (2017)

Awards

- Na Poe Paahana Honorable Mention: Manager of the Year 2015, 2017, - Rakuten Customer Satisfaction Award 5 consecutive years (2014-2018), - Manager of the Year Waikiki Parc Hotel 2016, - Successfully launched Ladies Travel Program to Japanese market, significantly increasing ADR, - Core member of brand transition and launch team for Halepuna Waikiki by Halekulani

Timeline

Director of Rooms

Waikiki Malia
08.2023 - 06.2025

Rooms Division Manager

Halepuna Waikiki by Halekulani
06.2019 - 07.2023

Guest Attendant Manager

Waikiki Parc Hotel
05.2013 - 06.2019

Guest History Coordinator / Butler / PBX / Lobby Receptionist

Halekulani
08.2008 - 05.2013

High School Diploma -

Dasmarinas National High School

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