Summary
Overview
Work History
Education
Skills
Timeline
Generic

Leilani Pahulu

Menlo Park

Summary

Driven Front Desk Agent highly skilled in managing reservations, telephone calls, and customer inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication.

Overview

3
3
years of professional experience

Work History

Front Desk Supervisor

Hersha Hospitality Management LP
06.2023 - Current
  • Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
  • Collaborated with team members to handle guest requirements from check-in through check-out.
  • Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
  • Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer inquiries promptly.
  • Collected room deposits, fees, and payments.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Coordinated with housekeeping staff to ensure rooms were ready for incoming guests promptly.
  • Developed strong working relationships with other departments within the hotel, fostering efficient communication channels between teams.
  • Checked guests in and out of the hotel, made reservations, and processed payments.
  • Responded to telephone, email, and in-person inquiries regarding reservations, hotel information, and guest concerns.
  • Kept a high average of performance evaluations.

Front Desk Agent

OTO Development
01.2022 - 03.2023
  • Collected room deposits, fees, and payments.
  • Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
  • Resolved guest issues promptly, resulting in positive feedback and return visits.
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
  • Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
  • Increased customer loyalty with exceptional communication skills and personalized service.
  • Issued room keys to guests upon check-in and answered questions regarding proper use.
  • Used internal software to process reservations, check-ins, and check-outs.
  • Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
  • Maintained clean and organized front desk areas to uphold a polished company image.
  • Opera Experience

Sales Associate

Macys Department Store
06.2021 - 11.2021
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Built relationships with customers to encourage repeat business.
  • Managed returns, exchanges, and refunds by store policy.
  • Maintained a calm demeanor and professionally managed issues in busy, high-stress situations.
  • Prepared merchandise for the sales floor by pricing or tagging.
  • Answered customer questions about sizing, accessories, and merchandise care.
  • Engaged with customers to build rapport and loyalty.

Education

Associate of Arts - Business

Foothill College
Los Altos, CA
05.2026

High School Diploma -

Menlo Atherton High School
Atherton, CA
06.2021

Skills

  • Time Management
  • Guest Relations
  • Reservations Management
  • Problem-solving skills

Timeline

Front Desk Supervisor

Hersha Hospitality Management LP
06.2023 - Current

Front Desk Agent

OTO Development
01.2022 - 03.2023

Sales Associate

Macys Department Store
06.2021 - 11.2021

Associate of Arts - Business

Foothill College

High School Diploma -

Menlo Atherton High School

Similar Profiles

CREATE PROFILE
Leilani Pahulu