Kaulana Boucher
Kihei
Summary
Dynamic hospitality professional with 10+ years of experience in customer service and hotel operations. Proven expertise in team leadership, guest relations, and cross-departmental coordination fosters a collaborative environment that enhances guest satisfaction. Committed to organizational success while fostering personal and professional growth within the hospitality industry. Passionate about creating memorable experiences for guests and contributing to a thriving team culture.
Overview
17
17
years of professional experience
Work History
Operations Supervisor
Residence Inn Maui Wailea
01.2015 - Current
- Oversee daily front office operations, ensuring smooth check-ins and guest satisfaction.
- Provide cross-departmental support to Housekeeping, Sales, Transportation, Bar, Gatehouse, and Accounting.
- Manage wholesale bookings, direct billing, accounts receivable, and accounts payable.
- Resolve guest concerns with professionalism and effective problem-solving.
- Train, coach, and mentor associates to foster team development and deliver exceptional service.
- Cross trained as Manager on Duty as well as Guest Service Expert at AC Wailea
Front Desk Associate
Courtyard Kahului Airport
01.2012 - 01.2015
- Delivered front desk services in a fast-paced airport hotel environment.
- Coordinated with team members to ensure seamless guest experiences.
- Trained in Bistro operations and advanced to Person in Charge (PIC) role.
- Built strong communication and multitasking skills under high-pressure conditions.
Customer Service Representative
TC Kokua
01.2009 - 01.2011
- Handled phone and email reservations for 12–14 activity companies.
- Processed vendor blocks, managed bookings, and issued refunds.
- Acted as lead for a high-volume boat tour company, ensuring accurate information and smooth operations.
- Delivered efficient, friendly service to optimize customer satisfaction.
Education
High School Diploma -
King Kekaulike High School
01.2002
Skills
- Hospitality & Guest Services
- Front Office & Operations Management
- Conflict Resolution & Problem Solving
- Accounts Receivable & Payable
- Reservation Systems & Direct Billing
- Team Training & Leadership
- Multitasking in High-Volume Environments
Accomplishments
Associate of the Quarter
Associate of the Year
Spirit to Serve award
Timeline
Operations Supervisor
Residence Inn Maui Wailea
01.2015 - Current
Front Desk Associate
Courtyard Kahului Airport
01.2012 - 01.2015
Customer Service Representative
TC Kokua
01.2009 - 01.2011
High School Diploma -
King Kekaulike High School