Zana Ritch
Eleele,HI
Summary
Poised candidate offering 20 years of experience in guest services. Proficient in computer technology and communication . Customer-oriented multitasker pursuing a new position with an exciting establishment.
Overview
17
17
years of professional experience
Work History
Guest Relations Associate
Sheraton Kauai Resort
Koloa, HI
07.2011 - Current
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
- Immediately contacted housekeeping staff and maintenance department regarding guest room issues, including Housekeeping Rooms Director to promote quick remediation.
- Collaborated with Front Office team members to handle guest requirements from check-in through check-out.
- Kept accounts in balance and ran daily reports to verify totals of revenue for the day during night audit shift
Guest Service Representative
Aston Hotels & Resorts
Kapaa, HI
11.2008 - 07.2011
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Took reservations over phone and through email, recording guest information in and verifying details.
- Ran reports detailing daily actions, including guest numbers, accounting expenses and income and room service usage.
- Maintained financial accuracy by collecting deposits, fees and payments.
- Updated customer accounts with add-on room charges, including minibar use and room service bills.
- Transferred previously from sister property on Oahu, Aston Waikiki Beach Resort worked in the Reservations department for 3 years.
Education
High School Diploma -
Waimea High School
Waimea, HISkills
- File management
- Problem-solving skills
- Customer Service
- Computer proficiency
- Photographer/ Videographer/ Editor
- Data management
- Detail-oriented
- Microsoft Office software proficiency
- Adaptability
- Leadership
Timeline
Guest Relations Associate
Sheraton Kauai Resort
07.2011 - Current
Guest Service Representative
Aston Hotels & Resorts
11.2008 - 07.2011
High School Diploma -
Waimea High School