Isabella Itsuki Okubo

• Responsible for a team of 17 Call Centre and Reservations members
• Conduct quality/performance audits as well as department meetings to highlight opportunities for improvement and communicate team goals clearly, successfully achieving 80% in the Employee Engagement Survey
• Proactively identify operational burdens and implement new service protocols by analyzing guest satisfaction data
• Use industry expertise and analytical nature to resolve guest concerns and promote loyalty
• Led the development of several system-related projects as project lead and manage vendor quality assurance issues
• Control schedule, payroll, prepare forecasts, and monitor budget to maximize revenue and minimize expenses for the department
• Received Leader of the quarter in Q3 2023
• Contributed to the hotel in maintaining the Forbes Five-Star rating in 2022 & 2023

• Member of the pre-opening team that led to the successful hotel opening by developing on-boarding orientation for newly hired colleagues
• Implemented strategies and system setup/ PMS configurations for operational improvement that led to exceeding customer satisfaction scores in the first quarter of the opening
• Created Standard Operation Procedures based on Forbes Five-Star Standards for Front Office operations to include Front Desk, PBX, Concierge, and Guest Services
• Coached, empowered, and evaluated associates as well as resolved any colleague-related personnel matters in a unionized environment
• Maintained effective recruiting and scheduling to ensure the department is adequately manned
• Lateral service support as Housekeeping Management to direct the daily operations of the guest rooms and public areas

• Contributed to the hotel in receiving their first-ever Forbes Travel Guide Five-Star award 2 years consecutively, 2020 and 2021
• Responsible for resolving any escalated issues to maintain customer loyalty
• Continual audits of associates in all areas of guests interaction to meet the Forbes Five-Star standards while ensuring a safe work environment
• Maximized rooms revenues by implementing up-selling strategies and motivating associates with an incentive program
• Oversaw the hotel as a night manager as needed

• Held multiple roles of increasing responsibilities

Departmental Trainer

• Implemented Front Office Training Program resulting in colleague growth and retention

Rooms Controller

• Controlled 200+ rooms inventories and established selling strategies
• Organized and coordinated projects as a liaison to other departments in preparation for VIP and group arrival including sports teams

• Delighted up to 2500 passengers throughout their cruise experience
• Built mutual respect with crew members in a culturally diverse work environment
• Complied with Hotel Policies & Procedures and Fleet Regulations at all times to meet the service standard

• Extensive experience in various clerical and administrative duties
• Inputted, updated, and maintained a high volume of clients' data with Amadeus GDS
• Conducted research, prepared and translated travel documents from English to Japanese with excellent proofreading skills
• Certified in TICO (Travel Industry Council of Ontario) license