Uheina Vaiomounga
Surprise,AZ
Summary
Customer-focused hospitality professional with 10+ years of experience providing exceptional service, handling telephone communications, assisting with reservations, resolving customer concerns, and supporting guests in fast-paced environments.
Experienced in managing PBX systems, processing transactions, and using multiple systems while maintaining accuracy and professionalism. Strong communicator with a proven ability to remain calm under pressure, multitask. and create positive customer experiences.
Overview
18
18
years of professional experience
Work History
Customer Service Agent
Worldmark Phoenix Resort by Wyndham
01.2024 - 12.2025
- Provided personalized customer service and created positive guest experiences in a busy hospitality environment.
- Assisted guests with inquiries, concerns, requests, and service related issues while maintaining a professional and welcoming demeanor.
- Operated resort PBX system and managed incoming and outgoing telephone calls
- Responded to emergency calls and followed established procedures to address guest and property needs.
- Communicated with multiple departments to coordinate guest requests and resolve issues efficiently.
Front Desk Agent
Hampton Inn & Suites Goodyear
12.2022 - 06.2023
- Managed inbound call queues and guest communications for sales and management department.
- Build rapport by remembering guest names and preferences to enhance satisfaction.
- Trained staff on customer service best practices to improve guest interactions.
- Assisted with reservations and guest check-ins
- Responded promptly to guest requests and concerns.
- PEP system
Retail Associate
Ross Dress For Less
Chandler
01.2019 - 02.2021
- Greeted customers and provided excellent shopping assistance.
- Operated cash registers and processed cash, debit, and credit transactions.
- Restocked merchandise and maintained organized sales floors.
- Assisted with inventory and loss prevention procedures.
- Worked as part of a team to meet daily store goals.
Front Desk Agent & Night Auditor
Embassy Suites by Hilton Hotel
05.2013 - 08.2018
- Completed night audit procedures, verified revenue reports, and maintained financial accuracy.
- Collected payments, handled PBX communications, and responded to guest requests promptly.
- Supported front desk and hotel operations in a fast-paced, customer facing environment.
Customer Service Agent
Doubletree Hotel
10.2007 - 08.2010
- Actively contributed to the SALT score team by improving high quality customer service and positive guest interactions.
- Successfully signed up guests for Hilton Honors membership, explaining benefits clearly, and supporting service excellence initiatives.
- Skilled in guest calls, performed check- in / check-out, reservations, and conducted follow up calls to resolve guest concerns and strengthen customer loyalty.
Education
Fullerton Junior College
01-2004
Savanna High School
01-2001
Skills
- Conflict resolution
- Problem Solving
- Customer service & relationship management
- PBX & multi-line phone systems
- Telephone & call management
- Guest inquiries & service recovery
- Hospitality etiquette
- Inter-department coordination
- Reservations & booking assistance
- Cash & payment processing
- Attention to detail & accuracy
- Calm under pressure
- Fast paced environment
- Time management
- Communication
Timeline
Customer Service Agent
Worldmark Phoenix Resort by Wyndham
01.2024 - 12.2025
Front Desk Agent
Hampton Inn & Suites Goodyear
12.2022 - 06.2023
Retail Associate
Ross Dress For Less
01.2019 - 02.2021
Front Desk Agent & Night Auditor
Embassy Suites by Hilton Hotel
05.2013 - 08.2018
Customer Service Agent
Doubletree Hotel
10.2007 - 08.2010
Fullerton Junior College
Savanna High School