Leslie Labao
Kihei
Summary
Dynamic Rooms Operations Manager with a proven track record at Wailea Beach Resort, excelling in guest experience and service solution development. Recognized for enhancing guest satisfaction through effective team collaboration and attention to detail. Proficient in Microsoft Office, I thrive in high-pressure environments, consistently delivering exceptional service and fostering a culture of hospitality.
Overview
20
20
years of professional experience
Work History
ROOMS OPERATIONS MANAGER. FRONT OFFICE SUPERVISOR. GUEST EXPERIENCE EXPERT
Wailea Beach Resort - Marriott
Kihei
01.2021 - Current
- Company Overview: Nestled between two secluded sandy beaches on Maui's sunny southern coast, this modern resort is steps away from lush golf courses and excellent shopping
- The 22-acre property offers numerous engaging activities and interactive spaces
- Lead and manage the daily operations of the Front Office and Bell Desk teams, ensuring a seamless and exceptional guest experience from arrival to departure
- Oversaw all aspects of the guest check-in and check-out process, including verifying reservations, assigning rooms, issuing keys, and managing payment transactions
- Acted as a primary point of contact for guest inquiries, concerns, and service recovery, ensuring timely and satisfactory resolutions
- Collaborated closely with Housekeeping to coordinate room readiness, manage special requests, and ensure cleanliness standards were met
- Welcomed and engaged guests in accordance with luxury brand service standards, anticipating needs and personalizing interactions
- Provided training, mentorship, and performance feedback to front-of-house team members to maintain high service levels and support career development
- Partnered with internal departments such as Housekeeping, Engineering, Concierge, and Security to deliver a cohesive and responsive guest experience
- Actively participated in the resort’s ongoing refresh project, working cross-functionally to support operations amidst construction impacts, maintain guest satisfaction, and coordinate room and facility availability
- Adapted departmental operations to accommodate project-related challenges, including rerouting guest flow, adjusting staffing, and managing guest expectations
- Utilized resort technology, including the Wailea Beach Resort app, to facilitate guest communication and clarify third-party relationships for excursions and services
- Maintained a presence in the lobby and guest-facing areas to support team members, engage with guests, and resolve issues in real time
- Monitored and analyzed guest feedback, service scores, and operational reports to identify areas of improvement and implement corrective actions
- Uphold brand standards and company policies while fostering a culture of accountability, hospitality, and teamwork
- Nestled between two secluded sandy beaches on Maui's sunny southern coast, this modern resort is steps away from lush golf courses and excellent shopping
- The 22-acre property offers numerous engaging activities and interactive spaces
FRONT DESK AGENT
Grand Wailea
01.2019 - 01.2021
- Company Overview: Set on 40 acres of tropical gardens by Wailea Beach, this luxurious resort is adjacent to Wailea Blue Golf Course and 6 miles from Ahihi Kinau Natural Area Reserve
- Welcome and greet guests upon arrival
- Perform all check-in and check-out tasks efficiently
- Provide comprehensive information about the hotel, available rooms, and current availability
- Respond to guest complaints promptly and professionally
- Answer guest inquiries regarding the local area and resort grounds
- Set on 40 acres of tropical gardens by Wailea Beach, this luxurious resort is adjacent to Wailea Blue Golf Course and 6 miles from Ahihi Kinau Natural Area Reserve
FRONT DESK/GUEST SERVICES/PBX/CONCIERGE
Disney’s Paradise Pier Hotel
Anaheim
01.2005 - 01.2007
- Company Overview: Disney’s Paradise Pier Hotel, one of three exceptional hotels at Disneyland Resort in Anaheim, California, offers a nostalgic beach-themed ambiance with a modern twist
- Welcomed and registered guests, providing information on services and room rates
- Handled guest check-ins and check-outs professionally and warmly
- Managed reservation changes and confirmations using the Lodging Management System
- Assisted guests with inquiries about activities and dining options
- Operated the phone center, addressing questions about the resort
- Trained newly hired front desk, guest services, and PBX team members in operational procedures
- Cross-trained as a ticket specialist, proficient in using the BOCCA machine
- Maintained the hotel's high standards of service and hospitality
- Delivered the highest quality of service to guests
- Disney’s Paradise Pier Hotel, one of three exceptional hotels at Disneyland Resort in Anaheim, California, offers a nostalgic beach-themed ambiance with a modern twist
Education
ASSOCIATES DEGREE - CULINARY ARTS & RESTAURANT MANAGEMENT
Cypress and Fullerton College
01.2010
HIGH SCHOOL DIPLOMA - GENERAL EDUCATION
Mater Dei High School
01.2004
Skills
- Attention to detail
- High-pressure adaptability
- Service solution development
- Visitor engagement
- Verbal communication
- Independent work
- Team collaboration
- Microsoft Office proficiency
References
- Jeremy Scott, W&W Company, Reference’s Position, 234 981 2238, JeremyScott@mail.com
- Susan Jones, Yellow Stone Company, Reference’s Position, 234 981 2238, SusanJones@mail.com
- Katelyn Smith, BBO Company, Reference’s Position, 234 981 2238, KatelynSmith@mail.com
- George Harrison, Grey Enterprises, Reference’s Position, 234 981 2238, GeorgeHarrison@mail.com
Professional Development
- The Marketing Forum USA, Ponte Vedra Beach, FL, 32082, 06/03/17, 06/05/17
- The Business Forum USA, 2358 21st Street, Sacramento, CA, 95816, 01/10/18, 01/15/18
Timeline
ROOMS OPERATIONS MANAGER. FRONT OFFICE SUPERVISOR. GUEST EXPERIENCE EXPERT
Wailea Beach Resort - Marriott
01.2021 - Current
FRONT DESK AGENT
Grand Wailea
01.2019 - 01.2021
FRONT DESK/GUEST SERVICES/PBX/CONCIERGE
Disney’s Paradise Pier Hotel
01.2005 - 01.2007
ASSOCIATES DEGREE - CULINARY ARTS & RESTAURANT MANAGEMENT
Cypress and Fullerton College
HIGH SCHOOL DIPLOMA - GENERAL EDUCATION
Mater Dei High School
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