Lavinia Tuakalau
San Jose
Summary
Seasoned hospitality professional with over 6 years of expertise in hotel operations, adept at driving sales, increasing revenue, and elevating guest satisfaction. Proficient in upselling services, managing bookings, and meeting financial targets. A skilled communicator with a talent for forging strong relationships and addressing customer needs. Dedicated to optimizing operations and contributing to the team’s overall success.
Overview
8
8
years of professional experience
Work History
Assistant Front Desk Manager
Marriott International, Inc.
12.2023 - Current
- Manage front-of-house operations for a 766-room hotel.
- Collaborate with all departments to enhance guest satisfaction and consistently achieve our overall GSS goals.
- Established monthly upsell goals and assisted the team in how to upsell to drive performance, enhancing team effectiveness in achieving room upgrade targets, and boosting overall sales.
- Monitor inventory and collaborated with sales and events to ensure room types are guaranteed based on group contracts.
- Enhanced guest satisfaction by promptly addressing inquiries and resolving issues at the front desk.
- Promote Marriott's loyalty program to encourage repeat business from customers.
- Reviewed associates' time cards and prepared weekly payroll.
Hotel Night Auditor
Marriott International, Inc.
06.2022 - 12.2023
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Balanced hotel accounts and resolved discrepancies.
- Performed daily inventory for keys and linens, and detailed information in audit reports.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly and marking discrepancies.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Kept accounts in balance and ran daily reports to verify totals.
- Oversaw night auditing of daily room occupancy and hotel revenue.
Care Manager
AAA Quality Home Care
04.2020 - 01.2023
- Performed care evaluations for potential clients and collaborated with the care coordinator to ensure each client receives the best care.
- Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
Evening Food & Beverage Supervisor
Residence Inn By Marriott Silicon Valley I
08.2019 - 04.2020
- Source and order food supplies, ensuring they are of high quality and meet the required standards
- Coordinate with vendors to secure alcohol and other beverage supplies
- Oversee or assist in the preparation of food, ensuring it meets quality and presentation standards
- Identify potential sales opportunities during events and pass leads to the sales department
- Promote additional hotel services or amenities to clients.
Guest Experience Expert
Residence Inn By Marriott Silicon Valley I
01.2017 - 08.2019
- Managed check-in and check-out procedures for guests
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills
- Collaborated with housekeeping staff for timely room turnovers and consistently meeting quality standards.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
Education
Bachelor of Arts - Business Management
Brigham Young University
Rexburg, ID06-2023
Skills
- Guest Relations & Customer Service
- Front Desk & Reservations Management
- Team Leadership & Staff Training
- Operational Efficiency
- Budget & Financial Management
- Strong Communication
- Technical Proficiency & Familiarity with property management systems FSPMS, FOSSE, MARSHA, Oscar, Empower GXP, One Yield, CI/TY-SFA web & POS systems such as MICROS
Accomplishments
- Leader of the Quarter 3 - 2024
- Breakthrough Leadership Award - Senior Leadership Gold Star awarded by Area Vice President (U.S. Western Mountain Pacific and Western Canada).
Timeline
Assistant Front Desk Manager
Marriott International, Inc.
12.2023 - Current
Hotel Night Auditor
Marriott International, Inc.
06.2022 - 12.2023
Care Manager
AAA Quality Home Care
04.2020 - 01.2023
Evening Food & Beverage Supervisor
Residence Inn By Marriott Silicon Valley I
08.2019 - 04.2020
Guest Experience Expert
Residence Inn By Marriott Silicon Valley I
01.2017 - 08.2019
Bachelor of Arts - Business Management
Brigham Young University
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