Shanley Yoshimoto
Honolulu,HI
Summary
Resourceful and multi-talented Hospitality major able to work in diverse areas. Friendly and polished Guest Service Agent brings proven experience in Hospitality/Guest Service environments. Expertly provides individualized service and manages VIP requests. Versed in coordinating reservations, updating accounts and promoting customer satisfaction. Solid foundation of hospitality experience and guest service satisfaction shown through 10+ years in related roles.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Guest Experience Expert
Wailea Beach Resort
05.2022 - Current
- Enhanced guest satisfaction by addressing and resolving concerns promptly and professionally.
- Streamlined check-in process for improved efficiency and reduced wait times.
- Upheld hotel policies and procedures by providing high level of customer service.
- Created welcoming and comfortable environment for guests and colleagues.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
Guest Service Agent
The Kahala Hotel & Resort Oahu
04.2012 - Current
- Oversaw fast-paced front desk operations and guests' needs at busy Resort with 300+ rooms.
- Assisted guests with check-ins, account inquiries and any additional services needed.
- Recommended hotel services or amenities that guest may find useful.
- Handled cash transactions accurately, balancing daily reports at the end of each shift.
Front Service Clerk
The Kahala Hotel & Resort Oahu
03.2012 - Current
- Greeted arriving guests and assisted with tagging luggage, travel information & providing directions to hotel amenities & outlets
- Perform clerical duties, such as parking fees, taxi paid outs and room charges
PBX
The Kahala Hotel & Resort Oahu
02.2012 - Current
- Managed telephone switchboard and routed internal and external calls to provide quick connection.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Supported customers by managing 50+ calls per day efficiently while maintaining professionalism and upbeat tone
Retail Sales Representative
Loco Boutique
07.2010 - 01.2012
- Increased sales by offering advice on purchases and promoting additional products.
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Issued receipts and processed refunds, credits or exchanges.
Education
Associate of Applied Science - Business Administration Emphasis, Hospitality and Tourism
Heald College
Honolulu, HI01.2012
Skills
- Problem Anticipation and Resolution
- Clear Communication
- Guest Registration
- Account Review
- Invoicing and Billing
- Account Balancing
- Administrative Support
- Task Prioritization
- Office Organization
- Cash Handling
- Telephone etiquette
- Courteous and Professional
Certification
Certified in Food & Beverage / Front Office Management
Timeline
Guest Experience Expert
Wailea Beach Resort
05.2022 - Current
Guest Service Agent
The Kahala Hotel & Resort Oahu
04.2012 - Current
Front Service Clerk
The Kahala Hotel & Resort Oahu
03.2012 - Current
PBX
The Kahala Hotel & Resort Oahu
02.2012 - Current
Retail Sales Representative
Loco Boutique
07.2010 - 01.2012
Associate of Applied Science - Business Administration Emphasis, Hospitality and Tourism
Heald College
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