Mia Kaimi
Kapolei,USA
Summary
Proven leader in hospitality and customer service, adept at enhancing guest experiences through exceptional communication and empathy. Skilled in problem resolution and adaptability, significantly improving guest satisfaction. Expertise in team collaboration and effective training methods, boosting operational efficiency.
Overview
10
10
years of professional experience
Work History
Guest Service Agent
Hilton Hawaiian Village
12.2022 - Current
- Assisted guests in the check-in process by greeting them, welcoming them to the hotel, reviewing their reservation details, and gathering any missing information.
- Facilitated meaningful conversations with guests to deliver personalized experiences.
- Provide general and detailed information regarding 22-acre property, various towers, Hilton Honor benefits when applicable, hotel services and amenities.
- Ensured accurate retention of information for multiple group bookings.
- Facilitated communication and coordination with housekeeping and other departments for efficient resolution of special requests.
- Ensured proper billing by assisting guests during the check-out process.
- Secure and manage payments involving multiple tender types such as cash, cards and foreign currencies.
- Handled guest inquiries through face-to-face interactions, phone calls, and text messages.
- Demonstrated strong empathy when addressing and resolving customer concerns.
- Forward guests to appropriate supervisor or manager when needed.
- Promote Hilton Honors program and enroll new members.
- Perform tasks as assigned such as posting payments for third-party reservations, attaching billing profiles, assigning the house, restocking all supplies and front desk stations, etc
- Create guest satisfaction by going above and beyond to exceed guest expectations.
UI Assistant VII- Claims/Call Center Supervisor
Dept. of Labor & Industry Relations
04.2020 - 06.2023
- Assist claimants and utilize conflict resolution abilities to manage upset claimants while reviewing, examining, and explaining eligibility criteria for unemployment applications.
- Obtain supporting documents and processed applications for monetary eligibility for all State and Federal programs by thorough examination while recognizing possible disqualifications and issues.
- Verify wage information with employment records, employer contact, and/or proof of wages via paystubs and affidavit from claimant.
- Extensive contact with claimants and employers in person, over the phone and via e-mail to extract pertinent information and to provide requested information on application and payment status and all other information regarding the UI program.
- Review daily reports and used critical thinking to resolve issues and problems regarding claim filing, employer reports and wage information.
- Train, supervise, evaluate, and assist Unemployment Insurance Assistants and Call Center agents in an extremely high-volume call center/claims office.
- Assist and train staff in identifying issues in unemployment claims and have them obtain and clarify all necessary information and documents needed to complete the processing of pending applications or payments.
- Schedule daily, weekly, and monthly assignments.
- Continuously work with various other staff members within the Division and other outside agencies to ensure accurate processing of unemployment claims.
- Review and process payroll.
Bartender
The Beachhouse Aloha Tower
05.2019 - 12.2022
- Greet guests and respond to guest inquiries and requests in a friendly and efficient manner.
- Prepare and serve cocktails and other drinks according to recipe and portion control standards and customer preferences in a fast-paced environment.
- Maintain large knowledge of drink selection and serve drinks to customers quickly and efficiently.
- Check guest for proper identification and serve alcoholic beverages to guest in accordance with federal, state, local and company laws and regulations.
- Took food orders from guests at the bar and surrounding areas while recommending beverage pairings to go with their meals.
- Maintain customer satisfaction and develop relationships with regular customers while encouraging others to become return customers through excellent customer service.
- Maintain a clean and organized bar area.
- Maintained a secure cash drawer, collect and process payments, kept track of tabs accurately and handle money responsibly.
- Perform the closing process on a nightly basis, including cleaning, stocking, garnish prep, preparing for next business day and guiding guests out of the establishment.
- Complied with all liquor laws, health regulations, and company policies.
Administrative /HR Assistant
DAL Global Services
06.2019 - 03.2020
- Maintain strict confidentiality of all station personnel records and other employee information.
- Ensure complete processing of employment applications and new hire paperwork including interviewing potential employees, onboarding new hires, and keeping track of applicant information.
- Maintain and manage personnel records for both active and inactive employees, parking passes and badge expirations.
- Assist employees with benefit enrollment and with questions/issues related to benefits.
- Coordinate badging applications for Security Identity Display Area Access.
- Process invoices through Invoice Works.
- Enter and process payroll through Kronos.
General Manager
The Ville at Park Row
03.2017 - 05.2019
- Job descriptions identical to Cordes Enterprises with the addition of the following:
- Assist with Back of the House Operations.
- Inventory and ordering of food products and kitchen supplies.
- Maintain accurate kitchen logs and ensure kitchen is compliant with Hawaii State Department of Health.
- Work with kitchen staff to plan and price menu items.
- Ensure consistency of food preparation and portion size.
- Schedule BOH employees.
Manager
Cordes Enterprises
‘Aiea, Hawaii
09.2014 - 11.2017
- Ensure efficient restaurant operations for three properties to maintain high productivity and profitability.
- Nurture a friendly, pleasant dining and bar atmosphere while delivering superior guest services.
- Mixed and served both alcoholic and non-alcoholic drinks for patrons by following standard recipes and procedures.
- Managed accurate bar tabs and processed cash and credit card transactions.
- Explained menu options to guests, offered suggestions. took orders for food and beverages.
- Served food and beverages to patrons and immediately remedied issues with orders.
- Kept track of all orders made by customers and communicated them promptly to kitchen staff.
- Checked with customers to determine satisfaction with meals, promptly taking action to correct problem.
- Oversaw food preparation, production and presentation according to quality standards.
- Developed rapport with guests and assisted in generating repeat business by providing exceptional customer service.
- Handled complete management of Front of House activities.
- Hired, scheduled, supervised, evaluated and terminated FOH employees.
- Trained front-of-house staff on restaurant policies and procedures, guest service techniques and communication skills to promote positive experiences.
- Organized monthly staff meetings efficiently.
- Plan and coordinate parties and special events including, banquet room reservation, catering, menu section and collection of deposits and payments.
- Review daily sales paperwork. Research and resolve discrepancies and make daily bank deposits.
- Investigate and resolve complaints regarding food quality, service or dining experience and respond efficiently.
- Submit all orders for FOH and keep accurate records of inventory.
- Managed inventory levels to meet demand without overstocking, reducing waste.
- Work with sales representatives and vendors on promotions and items that may increase sales and benefit the business.
- Ensure compliance with sanitation, health and safety rules and regulations.
- Review and access financial sales reports to improve profitability.
- Implemented improvements contributing to the advancement of restaurant.
- Manage administrative tasks across human resources, accounting, and payroll processes for multiple restaurants.
Education
High School Diploma -
James Campbell High School
'Ewa Beach, HISkills
- Effective Communication
- Customer Service
- Active Listening Skills
- Empathy
- Attention to Detail
- Effective Problem Resolution
- Adaptability
- Effective Team Collaboration
Early Hospitality Career
- Leeward Bowl: Bartender 2009-2013
- Melrose Place: Bartender 2005-2009
- Mary Charles & Associates: Greeter 2001- 2004
Early Administrative Career
- Department of Labor and Industrial Relations: UIA Assistant III, IV, V 2009-2013
- Servco Auto Leeward: Senior Office Specialist 2003-2009
- Voyager Auto Sales: Business Manager 2001-2003
Timeline
Guest Service Agent
Hilton Hawaiian Village
12.2022 - Current
UI Assistant VII- Claims/Call Center Supervisor
Dept. of Labor & Industry Relations
04.2020 - 06.2023
Administrative /HR Assistant
DAL Global Services
06.2019 - 03.2020
Bartender
The Beachhouse Aloha Tower
05.2019 - 12.2022
General Manager
The Ville at Park Row
03.2017 - 05.2019
Manager
Cordes Enterprises
09.2014 - 11.2017
High School Diploma -
James Campbell High School
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