Summary
Overview
Work History
Education
Skills
Named Empoyee of the quarter in 2019
Timeline
Generic

Lena Lajala

Kapaau,HI

Summary

Passionate hospitality industry professional with 17 years of experience in customer service.

Specializing in knowledge of venues, tourist attractions, dining, and entertainment offerings in Hawai’i. Excellent interpersonal communication with a purpose to create long lasting relationships.

Overview

19
19
years of professional experience

Work History

Resort Concierge

Mauna Lani Auberege Resorts
Kamuela, Hawaii
03.2021 - Current
  • Provided concierge services such as arranging tickets for special events or booking private car services.
  • Responded to guest inquiries promptly and accurately regarding hotel amenities and services.
  • Stayed informed about upcoming events at the resort to provide relevant information to guests.
  • Provided guests with information about local attractions, restaurants, transportation services, and recreational activities.
  • Developed strong relationships with vendors to ensure quality service was provided to all guests.
  • Assisted guests in making reservations for dining, spa treatments, shows, and other events.
  • Scheduled deliveries of flowers, gifts and balloons.
  • Coordinated transportation arrangements between airport, hotel, and other destinations for arriving and departing guests.
  • Nominated for Employee of the month 3 times.

Lead Service Express Agent

Westin Hapuna Beach Resort
Kamuela, HI
11.2017 - 07.2019
  • Trained and coached new PBX operators on work instructions and procedures to facilitate consistent and seamless department operations.
  • Effectively controlled the release of confidential information for guests and employees.
  • Prepared departmental revenue reports for daily operations.
  • Greeted guests over the phone and provided personalized support to meet unique needs and promote brand loyalty.
  • Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
  • Completed connections between callers, departments and professionals.
  • Communicated general company information to inquiring customers in a professional and pleasant manner to project a positive company image.
  • Operated telephone switchboard and routed calls to the correct destination.
  • Answered calls in a fast-paced environment, transferring callers to appropriate personnel.
  • Taking dining reservations.
  • Operated OPERA system and MICROS

Guest Service Agent

Hapuna Beach Prince Hotel
Kamuela, HI
05.2006 - 11.2017
  • Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
  • Paged employees over the Radio to ensure prompt connection with callers.
  • Effectively controlled the release of confidential information for guests and employees.
  • Answered calls in a fast-paced environment, transferring callers to appropriate personnel.
  • Completed connections between callers, departments and professionals.
  • Explained menu to guests, take room service food orders over the phone, helped expedite room service deliveries to ensure efficient and quality service.
  • Operated telephone switchboard of employees and guests and routed calls to the correct destination.
  • Taking dining reservations.
  • Operated OPERA system and MICROS

Education

High School Diploma -

Kohala High School
Kapaau, HI
06.2000

Skills

  • Local area network
  • Customer service expertise
  • Guest relations
  • Exceptional communication
  • Strong interpersonal skills
  • Time management proficiency
  • Travel planning
  • Travel arrangements
  • Personalized recommendations
  • Excel spreadsheets
  • Verbal and written communication

Named Empoyee of the quarter in 2019

Named Employee of the quarter in 2019 by the Hotel Assistant Manager for excellent communication skills between management and guests that resulted in a positive and successful outcome.

Timeline

Resort Concierge

Mauna Lani Auberege Resorts
03.2021 - Current

Lead Service Express Agent

Westin Hapuna Beach Resort
11.2017 - 07.2019

Guest Service Agent

Hapuna Beach Prince Hotel
05.2006 - 11.2017

High School Diploma -

Kohala High School

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