Summary
Overview
Work History
Education
Skills
Affiliations
References
Timeline
Generic

Shanon Pasion

Makawao,HI

Summary

Ambitious and hardworking Local Operations Manager professional accustomed to working with vacation rental homeowners to address needs, maintain properties and drive profit and occupancy success. Skilled operations manager with proven skills in operational and team leadership. Bringing 10+ years of related experience combined with results-focused and quality-driven approach.

Overview

21
21
years of professional experience

Work History

Local Operations Manager

Vacasa
Kihei, HI
12.2020 - Current
  • Oversee operations and manage a specific portfolio of properties.
  • Meet and maintain Vacasa standards and metrics such as NPS, Unit appearance & efficiency.
  • Support team with escalated guest and homeowner concerns & respond to emails and calls.
  • Develop and grow a relationship with the owner of the properties by proactively, communicating and becoming the subject matter expert of the properties ensuring they are clean, maintained and well cared for.
  • Addressed guest concerns with suitable solutions.
  • Delivered positive guest experiences by implementing effective quality assurance practices.
  • Prepared staff work schedules and assigned team members to specific duties.
  • Presented performance and productivity reports to supervisors.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Guided employees on understanding and meeting changing customer needs and expectations.
  • Completed day-to-day duties accurately and efficiently.
  • Exceeded guest satisfaction by finding creative solutions to problems.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Engaged with existing and potential clients to gain insight into needs.
  • Developed and implemented operational procedures to ensure quality standards are met.
  • Prior positions held: Housekeeping Runner, Property Caretaker.

Sub-Contract Cleaner

Theresa's Cleaning Service
Kihei, HI
01.2018 - 12.2020
  • Service and cleaning of short term vacation rental condominiums.
  • Reporting and documentation of damage, ware and tear of unit items.
  • Washing of linens and towels.
  • Reporting any maintenance needed in the home.
  • Providing guest services to arriving and departing guests.
  • Conducting unit inspection and scheduling of deep cleans of the home.

Assistant to Account Manager

Condominium Rentals Hawaii
Kihei, HI
07.2014 - 05.2019
  • Assist Account Manager with day to day operations of a specific portfolio of properties.
  • Organized and maintained filing systems for documents and records.
  • Exceeded guest satisfaction by finding creative solutions to problems.
  • Generated weekly progress reports summarizing tasks completed during the week.
  • Prepared expense reports by gathering receipts and verifying information against company policy guidelines.
  • Handled incoming calls and directed callers to appropriate department or employee.
  • Provided administrative support to senior management team.
  • Entered data into databases accurately and efficiently.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Worked with cross-functional teams to achieve goals.
  • Prior positions held: Housekeeping Runner, Housekeeping Inventory Clerk
  • Part-time position held from 2014 - 2018.

Resident Manager

Steadfast Housing Development Corporation
Kahului, HI
04.2009 - 01.2018
  • Provide maintenance and supervision of residential transitional homes.
  • Life skills training services individually and in-group training modules.
  • Complete and process resident documentations and charting.
  • Collaboration with designated social services agencies and Adult mental health division.
  • Maintain inventory, conduct daily property and maintenance inspections.
  • Attend weekly and monthly meetings with designated social services agencies.
  • Participate in quarterly audits of files and property inspections by the state department.

Housekeeping Coordinator

Pahio Resort Inc
Princeville, HI
12.2007 - 04.2009
  • Coordinate all daily activities and plans for sufficient staffing to clean condo units and public areas.
  • Prepare daily housekeeping reports and assign a daily task list to the housekeeping staff members.
  • Handle guest complaints concerning housekeeping service or refer problems to management.
  • Notify maintenance of any needed repairs in all guest units and public space.
  • Inspect all vacant ready units at the beginning of the day for condition and possible occupancy.
  • Conduct monthly inventory counts of housekeeping supplies, linens and terry towels.
  • Accept daily laundry and linen delivery from contracted vendors and ensure accuracy.
  • Ensure housekeeping storage units throughout the property are well equipped with needed housekeeping supplies, well organized and clean.

Customer Service Agent

Aloha Airlines Inc
Lihue, HI
03.2003 - 03.2008
  • Assisted customers with ticketing, seating, and baggage handling requirements.
  • Provided assistance to passengers with special needs such as wheelchairs or unaccompanied minors.
  • Resolved customer complaints in a timely manner.
  • Assisted cabin crew members in pre-flight preparation tasks such as stocking food and beverage items and cleaning cabins.
  • Coordinated with ground crew personnel on arrival and departure procedures for each flight.
  • Assisted customers with ticketing, seating, and baggage handling requirements.
  • Checked luggage for proper weight distribution according to aircraft specifications.
  • Assisted customers with ticket purchases, trip planning, pricing and scheduling.
  • Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.

Princeville Hotel

Housekeeping Supervisor
Princeville, HI
07.2004 - 11.2006
  • Assist Housekeeping Management in managing day to day operations.
  • Liaison to coordinate the efforts of Housekeeping, Engineering, Front Office and Laundry.
  • Inspect guest rooms and public areas after being cleaned by the Housekeeper to ensure quality standards.
  • Provide exceptional guest service and resolve any guest concerns to satisfaction.
  • Document and resolve issues with discrepant rooms with the Front Desk. Prepare, distribute, and communicate changes in room assignments.
  • Assist within the Laundry department with processing of linen, terry and guest dry cleaning.
  • Communicate issues to the next shift and complete required paperwork.

Education

Supervisor Certificate - Supervisor Certificate Series

Simplicity HR By Altres
Kahului, HI
05-2013

Certificate of Compentency - Liberal Arts And General Studies

Kauai Community College
Lihue, HI
12-2010

Skills

  • Guest Relations
  • Customer Service-Focused
  • Cleaning Practices
  • Training and Mentoring
  • Supply Inventory Management
  • Quality Improvements
  • Cleaning and Sanitation
  • Staff Evaluations
  • Payroll Administration
  • Employee Evaluations

Affiliations

  • Hobbies include Canoe Paddling, Cooking, Reading books and Volunteering for the local humane society.

References

References available upon request.

Timeline

Local Operations Manager

Vacasa
12.2020 - Current

Sub-Contract Cleaner

Theresa's Cleaning Service
01.2018 - 12.2020

Assistant to Account Manager

Condominium Rentals Hawaii
07.2014 - 05.2019

Resident Manager

Steadfast Housing Development Corporation
04.2009 - 01.2018

Housekeeping Coordinator

Pahio Resort Inc
12.2007 - 04.2009

Princeville Hotel

Housekeeping Supervisor
07.2004 - 11.2006

Customer Service Agent

Aloha Airlines Inc
03.2003 - 03.2008

Supervisor Certificate - Supervisor Certificate Series

Simplicity HR By Altres

Certificate of Compentency - Liberal Arts And General Studies

Kauai Community College

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Shanon Pasion