Summary
Overview
Work History
Education
Skills
Timeline
Generic

Penolla Figir

Honolulu

Summary

Excellent skills in verbal and written communication, complex problem solving. I am also adaptable, self motivated, reliable, punctual, outgoing, and efficient with the capacity to multi-task. Prepared to leverage more than 9 years of service experience to take on challenge if given this full time front desk agent position.

Overview

15
15
years of professional experience

Work History

Guest Experience Agent

Hilton Grand Vacations
11.2024 - Current
  • Developed strong relationships with repeat customers, leading to increased loyalty and return visits.
  • Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
  • Promoted hotel amenities effectively during interactions with guests, increasing usage rates of on-site facilities such as restaurants or spas.
  • Handled high-pressure situations with professionalism, diffusing tension while ensuring guest satisfaction remained the top priority.
  • Resolved guest complaints efficiently, minimizing negative impact on overall experience.
  • Provided knowledgeable recommendations for local attractions, enhancing guests'' enjoyment of their stay.
  • Delivered exceptional customer service through active listening skills and genuine empathy towards guests'' issues or concerns.
  • Maintained a clean and welcoming lobby, contributing to positive first impressions from guests.
  • Proactively anticipated guest needs by closely monitoring reservations and special requests prior to arrival dates.
  • Handled customer complaints to satisfy and retain guests.
  • Created welcoming and comfortable environment for guests.
  • Maintained high level of professionalism and discretion when dealing with guests.
  • Greeted guests upon arrival by providing warm welcome.
  • Responded to guest inquiries to maximize guest satisfaction.
  • Maintained accurate and up-to-date records of guest information.
  • Managed check-in and check-out procedures for guests.
  • Upheld hotel policies and procedures by providing high level of customer service.
  • Provided accurate information regarding local attractions, restaurants and activities.
  • Provided each guest with list of resort's upcoming activities and events upon check-in to enhance stays.

Department Manager

Longs Drugs, CVS Pharmacy
12.2016 - 10.2024
  • Completed floor replenishment to guarantee size availability and promote customer satisfaction
  • Delegated work to employees based on shift requirements, individual strengths
  • Resolved customer problems by investigating issues, answering questions and building rapport
  • Worked as a team member to provide the highest level of service to customers
  • Kept an eye on building premises for loss prevention and security purposes
  • Received and processed cash and credit payments for in-store purchases
  • Unloaded trucks, stocked shelves and carried merchandise out on the floor for customers
  • Maintain visually appealing and effective displays for the entire store
  • Hold each team member accountable for achieving brand and performance goals
  • Built customer confidence by actively listening to their concerns and giving appropriate feedback
  • Educate customers on product and service offerings
  • Process all sales transactions accurately and in a timely fashion

Sales Manager

The Sports Authority
05.2010 - 08.2016
  • Cultivated a talented team of departmental employees through outstanding mentoring, coaching and teaching skills
  • Ensured that all department employees presented a positive, exemplary image to customers
  • Associate on best practices to ensure optimal productivity
  • Offered direction and gave constructive feedback to motivate team members
  • Resolved customer problems by investigating, and answer any questions by customer along with customer satisfaction
  • Recruiting, training new associates
  • Prepared schedules
  • Ensure that daily sales goals are reached

Education

High School Diploma - Commercial Aviation

Honolulu Community College
Honolulu, HI
01.2010

High School Diploma - General Academics

Yap High School
Colonia, Yap
01.2005

Skills

  • Team Leadership
  • Cash handling Accuracy
  • Detail Oriented
  • Excellent time management
  • Dedicated team player
  • Display design
  • Employee training
  • Organized
  • Great attendance
  • Strong communication skills
  • Excellent multi-tasker

Timeline

Guest Experience Agent

Hilton Grand Vacations
11.2024 - Current

Department Manager

Longs Drugs, CVS Pharmacy
12.2016 - 10.2024

Sales Manager

The Sports Authority
05.2010 - 08.2016

High School Diploma - Commercial Aviation

Honolulu Community College

High School Diploma - General Academics

Yap High School

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Penolla Figir