Kaiana Lee
Pearl City,HI
Summary
Dynamic and adaptable professional with over four years of experience in operations and team leadership, demonstrating a proven track record in enhancing service workflows and driving organizational success. Exceptional communication skills and a commitment to problem-solving extend beyond guest satisfaction, fostering positive relationships with customers and team members.
Overview
7
7
years of professional experience
Work History
Director of Front Services
Embassy Suites by Hilton Waikiki Beach Walk
06.2025 - Current
- Lead and oversee daily Front Services operations including front desk, guest services, and bell in a full-service Hilton property
- Supervise, train, coach, and motivate front office team members to meet Hilton brand standards, service expectations, and performance goals
- Recruit, onboard, and retain high-performing team members through effective training, mentoring, and ongoing performance feedback
- Manage staffing levels, scheduling, and workflow prioritization to ensure proper coverage across all shifts
- Monitor and improve guest satisfaction scores (StayExperience Platform, Guest Assistance, OTA channels) through proactive service recovery and issue resolution
- Ensure accurate execution of check-in/check-out procedures, room assignments, cash handling, and night audit balancing
- Successfully managed departmental budgets and allocated resources to maximize productivity and profitability, resulting in $150,000 in cost savings
- Actively promoted Hilton Honors enrollments at the front desk by coaching team members on enrollment best practices and guest engagement strategies, increasing program participation and strengthening guest loyalty by 5%
- Drive front desk upsell performance, coaching team members on premium room upgrades and paid amenities, resulting in $50,000 in upsell revenue above budget
Front Office Manager
Embassy Suites by Hilton Waikiki Beach Walk
10.2021 - 06.2025
- Partnered with leadership to oversee daily service operations, ensuring alignment with organizational standards, performance goals, and customer service expectations
- Supervised, coached, and developed frontline teams through training, mentoring, performance feedback, and workflow prioritization
- Monitored service metrics, identified trends, and implemented process improvements to increase operational efficiency and service quality
- Served as escalation point for complex customer issues, resolving concerns while maintaining professionalism, accuracy, and confidentiality
OPERATIONS ADMINISTRATOR
Embassy Suites by Hilton Waikiki Beach Walk
01.2019 - 10.2021
- Provided comprehensive administrative and operational support to senior leadership, ensuring seamless day-to-day hotel operations and alignment with Hilton brand standards
- Partnered closely with the General Manager to manage key property initiatives, including capital projects, guest experience reviews, and development of standard operating procedures (SOPs)
- Collaborated with department heads across all operational areas to maintain clear, consistent communication and drive cross-functional alignment
- Served as primary point of contact for Hilton Quality Assurance (QA) audits, achieving Outstanding scores for three consecutive years (2019–2021)
- Chaired and led cross-functional committees including TripAdvisor, Safety & Security, Make a Difference (MAD), and HLTA Charity Walk, driving engagement, accountability, and continuous improvement initiatives
Education
Bachelor of Business Administration - Management & Marketing
University of Hawaii At Manoa
Honolulu, HI12.2018
Skills
- Microsoft Office (Outlook, Word, PowerPoint, Excel)
- Resourcefulness, Detail-Oriented, Organized, Team Player
- Independent, Multi-Tasker, Time Management
- Relationship building
- Organizational development
- Conflict resolution
Timeline
Director of Front Services
Embassy Suites by Hilton Waikiki Beach Walk
06.2025 - Current
Front Office Manager
Embassy Suites by Hilton Waikiki Beach Walk
10.2021 - 06.2025
OPERATIONS ADMINISTRATOR
Embassy Suites by Hilton Waikiki Beach Walk
01.2019 - 10.2021
Bachelor of Business Administration - Management & Marketing
University of Hawaii At Manoa