Octavia Williams
Kailua-Kona
Summary
Personable and dedicated, with solid understanding of customer service and hospitality. Demonstrates expertise in conflict resolution and operational management. Committed to enhancing guest experiences and driving team efficiency.
Overview
3
3
years of professional experience
Work History
Guest Service Manager
OUTRIGGER Kona Resort and Spa
03.2024 - Current
- Implemented efficient guest check-in procedures, enhancing overall guest satisfaction and operational flow.
- Monitored service standards, ensuring compliance with organizational policies and enhancing guest satisfaction.
- Evaluated guest feedback to identify trends, implementing strategies for continuous service improvement.
- Managed daily front desk operations, ensuring seamless service delivery and guest satisfaction.
- Assisted with guest check-in and check-out procedures, confirming that guests reach correct room.
- Resolved guest complaints effectively, demonstrating empathy and problem-solving abilities.
- Analyzed feedback from guest surveys, identifying areas for improvement and implementing necessary changes to enhance service quality.
- Collaborated with other departments to coordinate guest services, resulting in seamless experiences for guests.
- Led daily coaching to encourage GHA enrollment outreach and created customized amenities and notes to enhance guest engagement and recognition.
Assistant Store Manager
Bath and Body Works
10.2022 - 03.2024
- Partner with the members of the sales leadership team to support action plans that improve results and ensure effective execution of operational activities.
- Lead exceptional in-store customer experiences through demonstrating and modeling selling behaviors rooted in Our Values and elevated product knowledge.
- Analyzed sales performance data to identify opportunities for improvement and optimize sales strategies.
- Engaged customers through personalized service, resulting in increased loyalty and repeat business.
- Create genuine connections with customers through uncovering needs, sharing product information, demoing products, and making personalized recommendations.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Reinforce selling expectations, performance, results, and accountability with all associates.
- Train, coach, reward, and motivate associates to improve selling and the customer experience.
Education
High School Diploma -
Reynolds High School
Troutdale, ORSkills
- Guest accommodations
- Operations management
- Complaint handling
- Relationship building
- Work Planning and Prioritization
- Effective communication
- Interpersonal skills
Accomplishments
- Recognized as Manager of the Quarter (Q3 2025) for exceptional leadership, team performance, and operational excellence.
Timeline
Guest Service Manager
OUTRIGGER Kona Resort and Spa
03.2024 - Current
Assistant Store Manager
Bath and Body Works
10.2022 - 03.2024
High School Diploma -
Reynolds High School