PUANANI SPENCER
Front Desk Agent
Kailua,HI
Summary
Hospitable, Highly-motivated and professional employee ready to take on new challenges. Positive mentality incorporated with exceptional interpersonal skills. Adept at working effectively unsupervised while quickly mastering new skills.
Overview
10
10
years of professional experience
Work History
Front Desk Agent
Shoreline Hotel Waikiki
Waikiki, HI
11.2022 - 12.2023
- As first point of contact patrons were greeted with optimal customer service and a warm inviting Aloha spirit
- Internal software such as Opera and Windsurfer were used to process reservation payments, check-ins, check-outs and auditing
- Collected room deposits, authorized security holds and processed amenity fees; while verifying the payment information and identification
- Issued room keys to guests upon check-in and answered questions regarding proper use
- Created reservations over phone, in person, and via computer. Upon completion reservation confirmations were emailed
- Checking-out guests, scheduling shuttle or taxi pick-ups for airport drop-offs
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
Front Desk Agent
Stay Hotel Waikiki
Waikiki, HI
11.2020 - 08.2022
- Greeted guests in a friendly and helpful mannor-Performed check-in and check-out tasks using software such as Chorum and Siteminder
- Managing/creating all internet and phone reservations
- Coordinating with housekeepers, maintaining and updating status of each room
- Perform night audit runs once reports were balanced
- Maintaining key communication with guests, ensuring overall stay is of complete satisfaction
- Responded swiftly to room requests and other inquiries made via establishment website, email, or phone
- Resolved customer complaints promptly and courteously.
Tour Consultant/Lead Reservationist
Haleakala Bike Company
Haiku, HI
04.2014 - 07.2019
- Managed POS System and all sales of any bike, tour, clothing, etc.
- Organized scheduled dates/times of all booked tours assuring no over-bookings
- Prepared each riders package for following day
- Lead group excursion and what to be prepared for while going over safety procedures, ensuring all riders sign their insurance waivers
- Issuing out appropriate helmets, bikes and any needed extra equipment
- Described routes and maps to riders and assisted when riders needed pick-ups or help with directions
- Key overall task was ensuring the safety of riders and satisfaction of each riders experience!
- Led in quarterly sales for nearly 6 months in a row
Education
High School Diploma -
King Kekaulike High School
05.2008
Associate of Arts - Medical Radiologic Technology
University of Hawaii Maui College
Kahului, HISkills
- Strong Interpersonal Skills
- Guest Relations
- Payment Collection
- Courteous and Professional
- Computer Proficiency
- Multitasking
- Continuous Improvement
- Active Listening
- Multi-System Call handling
- Remaining composed during high-stress situations
◇Reservation Systems such as:
SIHOT
Opera
Siteminder
Windsurfer
Affiliations
Volunteered for 4 years at Aloha Stables HI
In the year 2000 Maui residents and parents of children with disabilities came together and began changing lives for the better. Aloha Stables, a non-profit organization; was established for youth and adults with autism and /or intellectual/developmental disabilities (IDD) where they could learn about the responsibilities that come with working with animals and respecting the land, caring for horses and learning to ride- all while experiencing real work and thriving. Most importantly while building lasting friendships, experiences and having fun!
Accomplishments
- Certification for Developing a Customer Mindset
- Certification for Preventing Sexual Harassment in the Workplace
- Perfessionalism in the Workplace Certificate
- Consistently maintained high customer satisfaction ratings and raised overall Hotel Rating due to vast 5 star ratings that I aquired- directly mentioning my name
References
◇Elliot Mark
School Principal
Lokelani Intermediate School
1401 Liloa Dr.
Kihei, HI 96765
(808)280-6806
Virr1969@yahoo.com
◇Theresa Herndon
(Retired)
923 Akoa Pl.
Haiku, HI 96708
(808)344-6652
T-bodie@hotmail.com
Timeline
Front Desk Agent
Shoreline Hotel Waikiki
11.2022 - 12.2023
Front Desk Agent
Stay Hotel Waikiki
11.2020 - 08.2022
Tour Consultant/Lead Reservationist
Haleakala Bike Company
04.2014 - 07.2019
High School Diploma -
King Kekaulike High School
Associate of Arts - Medical Radiologic Technology
University of Hawaii Maui College
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