Moaniala Pastrana
Wailuku,USA
Summary
Front Office Supervisor at Grand Wailea Resort Hotel & Spa, recognized for enhancing guest satisfaction through exceptional customer service and effective team collaboration. Proven expertise in front office management and cash handling, consistently resolving guest issues and optimizing operations to ensure a seamless experience. Strong communicator with a commitment to excellence.
Overview
19
19
years of professional experience
Work History
Front Office Supervisor
Grand Wailea Resort Hotel & Spa
Wailea, HI
09.2018 - Current
- Supervise front desk operations to ensure guest satisfaction and service quality.
- Manage staff schedules to optimize coverage during peak hours and events.
- Train new employees on hotel policies, procedures, and customer service standards.
- Coordinate guest check-ins and check-outs to streamline the process efficiently.
- Resolve guest complaints promptly to maintain a positive hotel experience.
- Collaborate with housekeeping to ensure room readiness for incoming guests.
- Facilitate communication between departments to enhance overall service delivery.
- Handle customer complaints in a professional manner.
- Monitor guest check-in and check-out procedures.
- Implement policies and procedures related to the front office operations.
- Ensure proper customer service standards were met.
- Respond promptly to inquiries from guests or potential customers via phone or email.
- Perform miscellaneous job-related duties as assigned by management personnel .
Front Office Agent
Grand Wailea Resort Hotel & Spa
Wailea, HI
07.2007 - 09.2018
- Greeted and welcomed guests with a smile upon arrival.
- Assisted guests with check-in procedures to ensure smooth arrivals.
- Managed and modified reservations to accommodate guest needs.
- Delivered exceptional customer service throughout guests stay.
- Resolved issues promptly to enhance guest satisfaction.
- Settled guest accounts accurately upon departure.
- Balanced cash daily to maintain financial accuracy.
Teller
Payday Loans of Hawaii
05.2006 - 06.2007
- Assist customers with short-term loans & check cashing services
- Money handling
- Answering phones
- Worked with banks on delinquent accounts
- Balance cash daily
Education
High school diploma -
H.P. Baldwin High School
Wailuku, HI06.2005
Skills
- Strong work ethic
- Positive attitude
- Effective communication
- Team collaboration
- Quick learner
- Responsible
- Customer service excellence
- Cash handling proficiency
- Time management skills
- Policy enforcement
- Attention to detail
References
Available upon request
Timeline
Front Office Supervisor
Grand Wailea Resort Hotel & Spa
09.2018 - Current
Front Office Agent
Grand Wailea Resort Hotel & Spa
07.2007 - 09.2018
Teller
Payday Loans of Hawaii
05.2006 - 06.2007
High school diploma -
H.P. Baldwin High School