Keita KONISHI
SANTA FE
Summary
Self-driven professional with a passion for continuous improvement in performance, staff development, and operational excellence. Skilled in critical thinking and data analysis to identify challenges, set clear goals, and implement effective, data-driven solutions. Experienced in resolving complex guest issues and sensitive interpersonal conflicts among staff with professionalism and empathy. Skilled at managing operational emergencies under pressure while maintaining attention to detail and a positive attitude.
Overview
17
17
years of professional experience
Work History
Guest Services Development Manager
Ten Thousand Waves Spa and Resort
01.2022 - 05.2025
- Worked closely with COO and Guest Service Manager for continuous improvement in business and work environment.
- Proactively communicated with department managers and supervisors to improve cross-department teamwork for operational efficiency.
- Analyzed and reduced labor costs in operation without losing workforce efficiency.
- Continuously updated staff schedules to improve customer satisfaction and cost efficiency by optimizing job roles and shift structures.
- Provided ongoing mentoring for supervisors and Lead Trainer.
- Tracked, organized, and visualized detailed sales data to identify causes and forecast future trends.
- Proposed seasonal sales promotions to COO to increase revenues.
- Presented financial reports to company's management team on a weekly, monthly and quarterly basis.
- Provided Guest Services supervisors with regular financial training to review sales performance.
Guest Services Assistant Manager
Ten Thousand Waves Spa and Resort
06.2020 - 05.2025
- Collaborated with the department head and COO to oversee Guest Services operations.
- Managed schedules for a team of 30 staff members.
- Developed and implemented safety protocols during the pandemic.
- Served as the primary contact for emergency operations and incidents.
GS Training Manager
Ten Thousand Waves Spa and Resort
07.2014 - 12.2024
- Attended weekly meeting with GS manager and COO to discuss staff performance and operational challenges.
- Lead excellent customer service in daily operations.
- Reinforced positivity and professionalism on shift
- Developed training programs, onboarding processes, staff support programs and hiring protocols.
- Conducted over 250 interviews for new hire candidates.
- Trained over 200 new hires and promoted staff.
- Facilitated periodical staff education class about Japanese culture and its hospitality.
- Implemented staff performance assessment system and feedback guidelines for supervisors to support staff growth.
- Facilitate periodical daily coaching class for trainers of all department to improve coaching skills.
- Tracked and analyzed causes of turnover of 100 former employees to
- Achieved significant reduction in staff turnover. length of employment extended fivefold (more numbers?)
- Mediated inter-personal problems within department and cross-department.
Guest Services Supervisor
Ten Thousand Waves Spa and Resort
07.2013 - 12.2024
- Led daily operations through strong interpersonal communication and attention to detail.
- Directed Guest Services, Maintenance, Security, and Housekeeping teams during shifts to ensure smooth operations.
- Resolved difficult guest issues with empathy, professionalism, and positivity.
- Maintained team morale and professionalism through proactive leadership.
- Presented operational improvement proposals in management meetings.
Guest Service Representative
Ten Thousand Waves Spa and Resort
03.2011 - 05.2025
- Delivered exceptional customer service, resolving inquiries and complaints efficiently.
- Performed effectively under pressure in a fast-paced environment while maintaining accuracy, attention to detail and positive attitude.
- Built and sustained trust with local guests over a decade of service.
Collection Technician
Kyoto Museum for World Peace
06.2008 - 03.2010
- Inspected, labeled, and documented World War II era donated artifacts using the museum’s online database.
- Conducted a guided tour to the visitors
Education
Master’s of International Relations - International Relations
Ritsumeikan University
KYOTO03.2010
Bachelor’s Degree - Liberal Arts
Ritsumeikan University
KYOTO03.2008
Exchange Program - Comparative Cultural Studies
University of British Columbia
BC06.2006
Skills
- Microsoft applications
- Data analysis
- Expert of solving guest issues
- Cross Cultural Communications
- Staff training
- Training Program Development
LANGUAGES
English and Japanese(fluent)
Spanish(basic)
Timeline
Guest Services Development Manager
Ten Thousand Waves Spa and Resort
01.2022 - 05.2025
Guest Services Assistant Manager
Ten Thousand Waves Spa and Resort
06.2020 - 05.2025
GS Training Manager
Ten Thousand Waves Spa and Resort
07.2014 - 12.2024
Guest Services Supervisor
Ten Thousand Waves Spa and Resort
07.2013 - 12.2024
Guest Service Representative
Ten Thousand Waves Spa and Resort
03.2011 - 05.2025
Collection Technician
Kyoto Museum for World Peace
06.2008 - 03.2010
Master’s of International Relations - International Relations
Ritsumeikan University
Bachelor’s Degree - Liberal Arts
Ritsumeikan University
Exchange Program - Comparative Cultural Studies
University of British Columbia
AWARDS
Prize fellowship in exchange program