Tiana Lama
Ewa Beach,USA
Summary
Results-oriented Lead Guest Service Agent with a strong background in operational efficiency and payment processing. Known for exceptional complaint resolution skills and the ability to manage front desk operations effectively, ensuring guest satisfaction and seamless service delivery. Skilled in complaint resolution and supervisory roles within the hospitality industry. Demonstrated success in managing guest inquiries and enhancing operational processes, ready to drive positive outcomes for future endeavors.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Lead Guest Service Agent/ Manager on Duty
The Residence Inn Marriott-Kapolei
Kapolei, USA
05.2021 - Current
- Registered guests, verified reservations, personal identification, and credit information are required to ensure a smooth and secure check-in.
- Accepted guest payments during registration and checkout; maintained an accurate house bank, processed deposits, and reconciled daily receipts.
- Sold new room reservations, and efficiently modified existing bookings to meet guest needs.
- Provided prompt and accurate information about hotel amenities, property features, and handled incoming and outgoing mail for guests.
- Handled guest inquiries via phone, in person, email, fax, and online chat with professionalism and courtesy.
- Maintained and updated records of room inventory, guest registration, and room assignments.
- Processed government billing and lodging for employees in compliance with agency requirements.
- Acted as Manager on Duty, handling guest complaints, operational issues, and escalated problems with sound judgment.
- Demonstrated strong problem-solving skills to resolve guest concerns, booking conflicts, and technical issues.
- Performed nightly audits to reconcile accounts, balance the day's financial transactions, and generate daily reports.
Hotel Front Desk Agent / Recreation kids Club
Westin Nanea Resort and Villas
Lahaina, USA
07.2018 - 03.2020
- Managed front desk operations, ensuring efficient guest registration and addressing inquiries promptly.
- Registered guests, verifying reservations and personal identification to facilitate secure check-in.
- Processed guest payments during registration and checkout while maintaining accurate financial records.
- Sold new room reservations and modified existing bookings to accommodate guest requirements.
- Provided comprehensive information about hotel amenities and property features to enhance guest experience.
- Created engaging and safe environments for children, promoting positive interactions and play.
- Demonstrated effective nonverbal communication skills, fostering nurturing relationships with children.
- Communicated professionally with guests and parents to relay important information clearly.
Dispatcher/Scheduler
ROBERTS HAWAII
06.2015 - 06.2016
- Managed daily dispatch operations for efficient route planning and logistics coordination.
- Communicated with drivers to ensure timely pickups and deliveries across service areas.
- Monitored vehicle locations using GPS tracking systems for optimal routing decisions.
- Coordinated with clients to confirm service requests and resolve any scheduling conflicts.
- Trained new dispatch staff on protocols and software systems for effective operations.
- Maintained accurate records of vehicle maintenance schedules and driver logs.
- Collaborated with management to improve dispatch processes and enhance service reliability.
- Managed a large volume of phone calls while ensuring accuracy in data entry.
- Assigned drivers to appropriate routes based on customer needs.
- Resolved customer complaints related to service issues or delays.
- Utilized computer systems to locate addresses, calculate estimated arrival times, and provide directions when necessary.
Education
Certificate - computer programming
University of Hawaii Maui College
Kahului, HI01.2012
Diploma -
Henry Perrine Baldwin High School
Skills
- Accounts payable and receivable
- Conflict resolution
- Operational efficiency
- Customer relationship management
- Complaint resolution
- Nightly audits
- Payment processing
- Food service management
- Accounting software proficiency
- Microsoft Office suite
- Supervisory experience
- Data entry and management
- Time management skills
- Cash handling expertise
- Guest relations and services
- Retail sales strategies
- Culinary and kitchen management
- Problem solving abilities
- Professional phone etiquette
- Clerical and office administration
- Organizational skills and filing
- Communication skills in hospitality
- Driving and transportation logistics
Certification
Liquor License, 01/16, Present
Timeline
Lead Guest Service Agent/ Manager on Duty
The Residence Inn Marriott-Kapolei
05.2021 - Current
Hotel Front Desk Agent / Recreation kids Club
Westin Nanea Resort and Villas
07.2018 - 03.2020
Dispatcher/Scheduler
ROBERTS HAWAII
06.2015 - 06.2016
Certificate - computer programming
University of Hawaii Maui College
Diploma -
Henry Perrine Baldwin High School