Joseia Lemari
Honolulu,HI
Summary
Dynamic Guest Services Manager skilled in conflict resolution, guest relationship management, and operational efficiency. Committed to enhancing customer satisfaction and driving team performance.
Overview
12
12
years of professional experience
Work History
Guest Services Manager
Kaimana Beach Hotel
Honolulu, Hawaii
03.2026 - Current
- Coordinated guest check-in and check-out processes efficiently.
- Managed guest inquiries and resolved issues promptly.
- Responded to and resolved guest issues or complaints.
- Resolved conflicts between customers and staff in a timely manner.
- Trained staff on customer service best practices and hotel policies.
- Managed team of front desk agents, supervising personnel in issue resolution.
- Implemented feedback systems for continuous improvement in service quality.
- Identified areas of improvement in order to maximize efficiency of operations.
- Gathered feedback from customers through surveys or other methods to measure satisfaction levels.
- Created reports on daily transactions and sales activity for management review.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Guest Service Agent
Kaimana Beach Hotel
Honolulu, Hawaii
03.2024 - 03.2026
- Managed check-in and check-out processes efficiently for all guests.
- Resolved guest inquiries and concerns promptly to ensure satisfaction.
- Greeted guests warmly upon arrival, creating a welcoming atmosphere.
- Investigated guest complaints and utilized critical thinking to foster expedient resolution.
- Responded to guests, including email, telephone, and in-person inquiries.
- Maintained accurate records of guest information and transactions daily.
- Assisted in the training of new staff on hotel procedures and policies.
- Ensured accurate financial records by balancing hotel accounts daily. at end of each shift.
- Verified accuracy of billing statements before presenting them to guests for payment processing.
- Generated reports detailing daily actions, guest numbers, accounting expenses, and income and room service usage.
Stock Associate
Boardriders
Honolulu, Hawaii
10.2022 - 03.2024
- Assisted in receiving and processing incoming merchandise shipments.
- Organized stock inventory to maximize product availability for customers.
- Collaborated with team members to facilitate smooth stock replenishment processes.
- Conducted regular audits to verify stock levels and product placement accuracy.
- Arranged visual merchandising displays according to guidelines to enhance customer experience.
- Carried out duties within fast-paced retail environment, providing organized stocking methods and plans.
- Provided excellent customer service by responding promptly to inquiries regarding product availability, prices, features, benefits .
Carpentry and Masonry Specialist
United States Army
Wahiawa, Hawaii
11.2014 - 11.2020
- Constructed and repaired structures using wood and masonry materials.
- Interpreted blueprints and technical drawings for accurate construction execution.
- Inspected structures and identified areas that need repairs or renovation.
- Conducted inspections of completed work to maintain quality standards.
- Ensured compliance with safety regulations during all work activities.
- Trained junior personnel on proper techniques and safety procedures.
- Collaborated with team members to complete complex construction tasks efficiently.
- Performed detailed measurements and calculations for construction projects.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Resolved customer complaints in a timely manner while maintaining positive relationships.
Education
High School Diploma -
Xavier High School
Federated States Of Micronesia06-2013
Some College (No Degree) - Liberal Arts
Chaminade University
Honolulu, HISome College (No Degree) - Environmental Earth Sciences
University of Hawaii At Manoa
Honolulu, HISkills
- Customer service
- Conflict resolution
- Staff training
- Guest feedback analysis
- Service optimization
- Guest relationship management
- Time Management
- Attention to detail
- Problem solving
- Critical thinking
- Effective communication
- Active listening
- Teamwork
- Sales enhancement
Accomplishments
- United States Army Achievement Medal
Timeline
Guest Services Manager
Kaimana Beach Hotel
03.2026 - Current
Guest Service Agent
Kaimana Beach Hotel
03.2024 - 03.2026
Stock Associate
Boardriders
10.2022 - 03.2024
Carpentry and Masonry Specialist
United States Army
11.2014 - 11.2020
High School Diploma -
Xavier High School
Some College (No Degree) - Liberal Arts
Chaminade University
Some College (No Degree) - Environmental Earth Sciences
University of Hawaii At Manoa