Kalolaine Hokafonu
Hayward,USA
Summary
Dedicated customer service professional with a focus on refining problem-solving abilities and enhancing communication skills. Passionate about delivering exceptional service and exceeding customer expectations. Seeking opportunities to leverage strong interpersonal skills and drive for excellence in a dynamic customer-focused environment. Committed to continuous learning and growth to provide top-notch support and solutions.
Overview
8
8
years of professional experience
Work History
Front Desk Agent
Courtyard by Marriott
Newark, CA
06.2024 - Current
- Maintain accurate records of guest information, payments, and reservations using the Fosse software system.
- Provide exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences
- Maintain clean and organized front desk areas to uphold the Marriott Brand Standard
- Mentor new hires on best practices at the front desk, ensuring they are properly trained and equipped to excel in their roles
- Facilitated smooth guest experiences by coordinating with multiple departments across the property
Night Auditor
Element by Westin
Milpitas, CA
03.2022 - 04.2024
- Check in remaining arrivals using Lightspeed System
- Provided exceptional customer service to overnight guests, addressing inquiries, and offering assistance as needed
- Handled emergency situations calmly and professionally, keeping guest safety as the top priority at all times
- Maintained accurate financial records by diligently balancing daily revenue reports and identifying discrepancies
- Collaborated with the front desk team to ensure seamless transitions between shifts and consistent communication regarding guest needs
- Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
Front Desk/Night Auditor
Holiday Inn Express and Suites
Oakland, CA
09.2021 - 03.2022
- Managed check-in and check-out procedures with Opera system
- Ensured accurate financial transactions for guests by meticulously processing night audit tasks
- Managed reservations accurately, preventing overbooking situations and guaranteeing smooth guest arrivals.
- Organized wake-up call requests diligently, ensuring timely execution for satisfied guests.
- Handled high volume of phone calls professionally, providing excellent customer service to potential and current guests.
- Assisted in maintaining a clean and welcoming front desk area, enhancing the guest experience.
Front Desk Agent/Night Auditor
Holiday Inn Express
Burlingame, CA
06.2017 - 06.2021
- Facilitated guest check-ins and check-outs utilizing Opera software system.
- Handle and resolve confrontational guest situations in a professional manner
- Communicate with applicable departments in a timely manner to ensure smooth service
- Resolved discrepancies in reservation charges caused by cancellations and no-shows
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services
Front Desk Agent
Crowne Plaza Hotel
Burlingame, CA
09.2017 - 09.2018
- Register and process guests into assigned rooms using Opera software system
- Acknowledge IHG Rewards Club members and returning guests, in person and on the phone
- Take and manage guest bookings, up-selling opportunities and informing them about ways to improve their stay
- Resolved guest complaints promptly and effectively, maintaining guest satisfaction and positive reviews
- Handle all cash and credit transactions
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
Education
High school or equivalent - undefined
Conley-Carabello High School
07.2011
Skills
- Guest Services
- Night Audit
- Hospitality
- Customer Service
- Time management
- Problem-solving
Additional Information - Volunteer Experience
The Church of Jesus Christ of Latter-day Saints
Pittsburgh, PA/Baltimore, MD
April 2015 – October 2016
- Communicated with and taught individuals and families in one-on-one and small group settings, developing strong interpersonal and public speaking skills
Timeline
Front Desk Agent
Courtyard by Marriott
06.2024 - Current
Night Auditor
Element by Westin
03.2022 - 04.2024
Front Desk/Night Auditor
Holiday Inn Express and Suites
09.2021 - 03.2022
Front Desk Agent
Crowne Plaza Hotel
09.2017 - 09.2018
Front Desk Agent/Night Auditor
Holiday Inn Express
06.2017 - 06.2021
High school or equivalent - undefined
Conley-Carabello High School