Hana Ikeo
Richmond,BC
Summary
Experienced hospitality professional with a strong background in managing luxurious lounge environments and consistently delivering exceptional guest experiences. Skilled in optimizing operational processes and leading teams to provide superior service. Known for effective collaboration and adaptability, fostering a cohesive team dynamic and successfully meeting evolving client demands.
Overview
6
6
years of professional experience
Work History
Lounge Supervisor
Plaza Premium Lounge
08.2024 - Current
- Assigning tasks and delegating responsibilities to staff members.
- Monitoring operations to ensure compliance with company standards, customer service levels, and applicable laws.
Guest Service Officer
Plaza Premium Lounge
02.2023 - 08.2024
- Registering guests by collecting necessary information
- Informing customers about payment methods and verifying their credit card data
- Providing information about the lounge in person and through the phone
- Calling airlines to support passengers
- Assisting other administrative staff with overflow work, including word processing, data entry and research
- Manage front office reception area by cleaning and organizing desk and visitor lobby
- Confirming group reservations and arrange personalized services for VIP customers
Customer Service Agent
Strategic Aviation
10.2022 - 02.2023
- Company Overview: United Airlines
- Helping passengers plan travel time and routes, prepare and issue tickets, assign seats, prepare boarding passes, check baggage, attend boarding gates
- Assisting pre-boarding passengers and provide information on fares and flight schedules and routes
- Tracking lost, delayed or misdirected baggage for passengers
- United Airlines
Hostess
Blue + Associates - Honey & Salt
04.2022 - 10.2022
- Greeting guests warmly upon arrival, seating them promptly
- Verifying reservations and wait times with customers
- Answering phone inquiries to schedule and confirm reservations, record takeout orders and respond to service questions
- Performing light cleaning duties, such as wiping down tables or sweeping floors
Customer Service Associate
Canadian Crafts
07.2021 - 03.2022
- Greeting customers and identifying their needs
- Providing information about products and services available to customers
- Operating cash register efficiently and accurately, processing payments by cash, check, credit card, gift card or automatic debit
- Stocking shelves with merchandise when needed
Front Store Clerk
Monarch Bakery
01.2021 - 07.2021
- Greeting customers, answering questions, and providing product knowledge
- Operating cash register to process customer orders accurately and efficiently
- Maintaining cleanliness of bakery area by sweeping floors, wiping down counters, and restocking items
Restaurant Reservation Agent
The Ritz-Carlton Osaka
10.2018 - 03.2020
- Answering inbound calls and responding to customer inquiries regarding reservations
- Providing customers with information on restaurant services and packages
- Scheduling reservation requests and maintaining accurate records of bookings
- Assisting customers with special needs or requests such as anniversary flowers, cakes, and surprise proposals
- Working closely with other departments such as restaurants and pastry team to meet customer needs in a timely manner
Education
Diploma - Tourism Management International
Capilano University
North Vancouver, BC09.2022
Bachelor - Department of Social System Studies
Doshisha Women's College of Liberal Arts
03.2020
Skills
- Serving It Right
- SuperHost Foundations of Service Quality
- Foundation of Workplace Safety
- Data Entry
- Answering Questions
- Operational reporting
- Team building
Websites
Languages
English
Professional Working
Japanese
Native or Bilingual
Timeline
Lounge Supervisor
Plaza Premium Lounge
08.2024 - Current
Guest Service Officer
Plaza Premium Lounge
02.2023 - 08.2024
Customer Service Agent
Strategic Aviation
10.2022 - 02.2023
Hostess
Blue + Associates - Honey & Salt
04.2022 - 10.2022
Customer Service Associate
Canadian Crafts
07.2021 - 03.2022
Front Store Clerk
Monarch Bakery
01.2021 - 07.2021
Restaurant Reservation Agent
The Ritz-Carlton Osaka
10.2018 - 03.2020
Bachelor - Department of Social System Studies
Doshisha Women's College of Liberal Arts
Diploma - Tourism Management International
Capilano University
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