ROBIN 'Moana' BERNABE
Waianae,HI
Summary
Enthusiastic Guest Services Supervisor eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of Hospitality and to put the world on vacation and training in Customer service. Motivated to learn, grow and excel in Marriott Ko'olina.
Overview
24
24
years of professional experience
Work History
Guest Services Supervisor
Wyndham Destinations Inc.
Honolulu, HI
01.2021 - Current
- Coordinated arrivals and departures of VIPs.
- Developed and implemented strategies to improve guest experiences and build loyalty.
- Checked guests into and out of hotel.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
Guest Service Manager
Outrigger Hotels And Resorts /Wyndham Destination
Honolulu, HI
04.2007 - 01.2021
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Followed through with client requests to resolve problems.
- Increased regulatory compliance by accurately completing tasks and adhering to safety regulations.
- Sustained continuous improvement by implementing customer interface management systems through telephone communication, email marketing, live chat services and social media.
- Consistently managed 12+-person staff, effectively resolving issues, which resulted in top ranking out of 3 teams.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Devised and published metrics to measure organization's success in delivering world class customer service.
Front Desk Associate
Waianae Pililaau Army Recreation
Waianae, HI
01.2001 - 04.2007
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Politely welcomed arriving guests, providing room keys and information on amenities and policies.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.
- Maintained transaction security by verifying payment cards against identification.
- Calculated billings and posted charges to room accounts, reviewing all charges with guests at checkout.
- Protected guest valuables with main safe or in individual boxes to maximize security.
Education
Certificate - Entrepreneurial Studies
Kapiolani Community College/University Of HI Community Colleges
12.2007
Associate of Business Administration - Business Administration And Management
University Of Hawaii Community College
01.2005
Associate of Arts - Liberal Arts And General Studies
Leeward Community College
01.1986
High School Diploma -
Nanakuli High School
06.1985
Skills
- Relationship-Building
- Excellent work ethic
- Responsible
- Employee Training
- Exceptional telephone etiquette
- Customer Relations
- Reservations management
- Policy and procedure adherence
- Multitasking abilities
- Cash Handling
- Purchasing
Timeline
Guest Services Supervisor
Wyndham Destinations Inc.
01.2021 - Current
Guest Service Manager
Outrigger Hotels And Resorts /Wyndham Destination
04.2007 - 01.2021
Front Desk Associate
Waianae Pililaau Army Recreation
01.2001 - 04.2007
Certificate - Entrepreneurial Studies
Kapiolani Community College/University Of HI Community Colleges
Associate of Business Administration - Business Administration And Management
University Of Hawaii Community College
Associate of Arts - Liberal Arts And General Studies
Leeward Community College
High School Diploma -
Nanakuli High School
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