JEANETTE CALLOS
Kihei,HI
Summary
Service-minded individual with a broad scope of experience in non-profit and for-profit environments. Strong attention to detail and ability to assess and execute customer service solutions
Overview
10
10
years of professional experience
Work History
Guest Services Center Manager
Andaz Maui At Wailea Resort
03.2024 - Current
- Promotion to Department Head in leading the Guest Services Center Team (PBX/Reservations)
- Manage daily operations for optimal efficiency, resulting in improved customer service goals. revenue generation and higher customer retention rates.
- Processed payroll for over [Number] employees as part of sound human resources and financial management strategies.
Assistant Reservations Manager
Andaz Maui at Wailea Resort
03.2022 - 03.2024
- Supervise the Guest Services Center (PBX/Reservations)
- Collaborate daily with Director of Rooms and Revenue Manager in all aspects of the Reservations Department, including daily task completion, creation and implementation of effective processes, quality assurance, celebrating successes, and effective coaching of staff for optimal performance
- Conducted daily audits on all reservations made through various channels such as online travel agencies or direct bookings for accurate revenue tracking purposes
- Managed group bookings effectively with Group Reservations Leads, liaising with event coordinators to meet unique client needs.
- Establish team priorities, interdepartmental communication and maintain schedules and monitored performance.
Accounting Supervisor
Hyatt Centric Waikiki Beach
08.2021 - 03.2022
- Assist Director of Finance in directing financial activities of hotel, safeguarding assets, and preparing all financial reports in accordance with generally accepted accounting principles and management policies
- Accurately input and process daily hotel revenue
- Ensure account coding is accurate and all invoices are returned on a timely basis
- Code and Process all approved invoices for payment ensure all appropriate back-up attached
- Reconcile outstanding checks with AP aging report, monthly
- Handle all vendor inquiries and reconcile vendor statements
- Participate in Monthly closing
- Assign hotel staff banks and participate in monthly bank audits.
Reservations Coordinator/Agent
Hyatt Centric Waikiki Beach
05.2017 - 07.2021
- Responsible for coordination of wholesaler contracts, hotel bookings, and reservations
- Coordination of wholesaler contracts (after being approved by sales and AR signed off by accounting)
- Oversight of wholesaler rates (working closely with DORM and Sales)
- Audit wholesaler rates for guests in house
- Create all wholesale reservations and group rate codes and blocks
- Create and run reports relevant to sales
- Assist Director of Revenue with weekly analysis of pace, rate and strategy
- Management of the Reservations Shared mailbox.
Accounting Clerk
Hyatt Centric Waikiki Beach
11.2016 - 09.2017
- Assist Director of Finance in directing financial activities of the hotel, safeguarding assets, and preparing all financial reports in accordance with generally accepted accounting principles and management policies
- Accurately input and process daily hotel revenue
- Ensure account coding is accurate and all invoices are being returned on a timely basis
- Code and Process all approved invoices for payment ensure all appropriate back-up attached
- Reconcile outstanding checks with AP aging report, monthly
- Handle all vendor inquiries and reconcile vendor statements
- Participate in Monthly closing
- Assign hotel staff banks and participate in monthly bank audits.
Volunteer Coordinator
HUGS (Help, Understanding & Group Support)
07.2015 - 11.2016
- Responsible for recruitment, processing, retention and recognition of all individual volunteers, corporate and service groups engaged in agency operations and programs
- Overall management and coordination of HUGS volunteers
- Outreach to potential volunteer resources, corporate sponsors, and other recruitment efforts
- Processing of all volunteer applications, conducting interviews for appropriate placement of volunteers, providing orientation and training on HUGS and agency operations
- Maintaining positive communications with potential and current volunteers
- Training staff on effective management of volunteers; developing and maintaining volunteer database
- Works closely with Director of Programs and Executive Director to develop and implement annual volunteer recruitment and retention plan to recruit and retain appropriate volunteers to assist with agency and program operations and support community awareness of HUGS
Family Literacy Program Manager
Hawaii Literacy
11.2013 - 07.2015
- Ensure high quality, daily literacy-based activities are offered for children ages 3-14
- Supervise multiple interns and volunteers, and serve as supervisor to Family Literacy Program(Curriculum) Coordinator, and two part-time Youth & Tutoring Assistants
- With staff and volunteers, oversee development and delivery of activities for parents within the context of the family literacy model
- Recruit, train, schedule, oversee and support program volunteers
- Operate and manage two libraries, including stocking and cataloging books, ordering and maintaining supplies, overseeing daily Foodbank snack program, and coordinate and assist with regular cleaning and maintenance needs
- Coordinate and organize multiple annual donations to meet program and client needs
- Develop and maintain beneficial and appropriate partnerships to enhance services, funding and outcomes, and regularly attend and participate in partner meetings and networks as agency and program representative
- Responsible for completing regular grant reporting activities and overall program management for the Honolulu GIA which includes tracking all attendance, hours of services, outcomes, and activities for specified grant period
- Collect, analyze and report on demographic, qualitative and quantitative data, including multi-media presentations, and track and report volunteer hours and activities
- Provide direct services during program hours and special events to youth and parents visiting Library, including tutoring, parent workshops, and homework help, reading times, and leading fun, educational activities
- Create and update publicity materials, including flyers, forms, presentations, social media updates, and newsletter articles
- Ensure program is well-attended and serving at capacity through outreach and other appropriate ways to promote and develop the program
- Attend staff meetings, community meetings, and represent program to donors and potential donors as requested, and manage agency's participation in community events.
Education
Bachelor of Science - Family Resources
University of Hawaii At Manoa
Honolulu, HI05.2008
Maui Community College
Kahului, HI05.2005
Skills
- Proficient in Hyatt Reserve, Opera, Oracle, Hyperion, Markview, Birchstreet, PRIO
- Proficient in Alice, Medallia Concierge, Book4Time, Fareharbor
- Proficient in Microsoft Access, Microsoft Word, Microsoft PowerPoint, Microsoft Publisher, Microsoft Outlook, Microsoft Excel
- Proficient in Kronos/Dimensions Pro
- Proficient use of the internet, copier, and fax machine
- Some knowledge of Ilokano (Filipino Dialect) and Japanese language & writing
- Some Knowledge of Adobe Photoshop
Timeline
Guest Services Center Manager
Andaz Maui At Wailea Resort
03.2024 - Current
Assistant Reservations Manager
Andaz Maui at Wailea Resort
03.2022 - 03.2024
Accounting Supervisor
Hyatt Centric Waikiki Beach
08.2021 - 03.2022
Reservations Coordinator/Agent
Hyatt Centric Waikiki Beach
05.2017 - 07.2021
Accounting Clerk
Hyatt Centric Waikiki Beach
11.2016 - 09.2017
Volunteer Coordinator
HUGS (Help, Understanding & Group Support)
07.2015 - 11.2016
Family Literacy Program Manager
Hawaii Literacy
11.2013 - 07.2015
Bachelor of Science - Family Resources
University of Hawaii At Manoa
Maui Community College
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