• Assisted the General Manager and Hotel Manager with daily administrative support and projects, including VIP reservations, guest requests and complaints, month-end reports, and ambassador engagement events.• Managed appointments and meetings with departments for the General Manager and Hotel Manager.• Prepared business travel arrangements and post-trip reports for the General Manager and Hotel Manager.• Reviewed and processed donation and gift certificate requests upon approval of the General Manager.• Prepared agenda and minutes for Executive Committee and attended departmental meetings as required.• Serviced VIP guests, including greeting, escorting to room, and accommodating special requests.

• In addition to all responsibilities of the previous role, expanded duties for the day-to-day leisure sales activities of Kyo-ya Hawaii resorts including: The Royal Hawaiian, a Luxury Collection Resort, Moana Surfrider, a Westin Resort & Spa, Sheraton Waikiki, Sheraton Princess Kaiulani and Sheraton Maui Resort & Spa• Developed and implemented sales and cooperative marketing strategies for all luxury consortia programs, including American Express Fine Hotels & Resorts, Virtuoso, Travel Leaders Select, Marriott STARS and LUMINOUS, Signature Travel Network, Ensemble, FROSCH, AAA and direct business to increase sales to existing and new accounts and achieve targeted goals. Increased 22% of revenue and 34% of room nights combined in 2021 compared to 2019.• Led Sheraton Waikiki and Sheraton Maui Resort & Spa to be the first two Sheraton hotels worldwide receiving the acceptance of the Marriott LUMINOUS luxury consortia program in December 2020.• Collaborated with Leisure Sales, Group Sales, Marketing, Public Relations, Revenue, Reservations, and Operations teams to ensure execution of action plans.

• Developed and implemented sales and cooperative marketing strategies for luxury consortia programs, including American Express Fine Hotels & Resorts, Virtuoso, Travel Leaders Select, Marriott STARS, and direct business to increase sales to existing and new accounts and achieve targeted goals. Increased 10% of revenue from prior year.• Collaborated with Marketing, Revenue, Reservations, and Operations teams to ensure execution of action plans.• Built and strengthened relationships with existing and new travel partners and clients to drive potential business by conducting sales calls, telephone prospecting, entertainments, familiarization stays, site inspections, webinar training sessions, e-newsletters, and tradeshows.• Developed relationships within the local community to strengthen and expand client base for sales opportunities through active participation in industry and professional associations and events.• Prepared monthly reports highlighting account development, market trends, and new prospects.• Assisted the Director of Sales & Marketing in developing and implementing annual sales plan and budget preparation.

• Assisted the Director of Sales & Marketing and Sales Managers with daily clerical support and projects, including preparing and mailing promotional materials and sales collateral, website updates.• Assisted with the on-going development and maintenance of sales and marketing reports, including month-end reports, consortia evaluation and analysis reports, annual sales and marketing plan, renovation plan and hotel clientele database.• Compiled and maintained contracts and proposals for wholesale, group, and local corporate markets; handled VIP reservations and amenity requests for these accounts.• First point of contact for all requests from guests and business partners.• Serviced VIP clients, including greeting, escorting to room, and accommodating special requests.• Scheduled and conducted hotel site inspections as detailed in the hotel’s familiarization program.• Maintained and coordinated relationships with all marketing partners for website development, social media, graphic design and digital Marketing.• Collaborated with Public Relations Manager to maximize all PR efforts and social media opportunities.

• Handled all inquiries and requests from guests, restaurant patrons and employees on behalf of the hotel.• Oversaw the opening and closing of the hotel on a daily basis; interacted with all departments to ensure total guest service satisfaction; greeted VIPs and dignitaries; handled valuable lost & found items. • Part of the crisis team and responded to all emergency situations.• Supervised and supported the Front Office operations including, Reception, Cashier, Front Services, Concierge, Guest History, Room Reservations, and PBX employees in the performance of their duties.• Conducted Front Office employment interview, on the job training and review of new employees to uphold service standards. • Drafted, updated, and enforced policies and procedures, including departmental and emergency manuals.• Conducted fair, consistent employee reports for commendation or discipline as well as effective performance evaluations.

• Oversaw Lobby Receptionists to ensure efficient department operations.• Responsible for daily room control, future arrival assignment, and upsold room categories when possible.• Worked closely with Housekeeping in keeping room status reports to date.• Coordinated with Sales for group blocks, satellite check-ins, and site inspection requests.• Recognized and responded to suspicious or emergency situations.• Handled and solved guest's concern and complaint in a professional manner.

• Greeted and acknowledged all arriving and departing guests.• Registered hotel guests, confirmed method of payment and established credit upon arrival.• Personally escorted hotel guests to their accommodations with hotel introduction.• Quoted room rate and availability, accepted new reservations, changes and cancellations.• Coordinated room status with Housekeeping (early arrivals, late check-outs, special requests, and no show).

• Managed inquiries and reservations for all of the dining outlets, including La Mer (fine dining French restaurant), Orchid (contemporary Mediterranean cuisine), House Without a Key (casual poolside dining) and Lewers Lounge (jazz bar).• Coordinated dining arrangements for wedding and large parties, including set menu, customized cake order, and floral arrangement; communicated guests’ needs and preferences to each outlet prior to events.

• Handled all inquiries and requests from hotel guests, patrons and employees on behalf of the hotel.• Handled guest complaints and conducted thorough research to develop the most effective solutions.• Listened and extended assistance necessary to resolve problems that may arise.• Part of the crisis team and responded to all emergency situations.• Oversaw employees in all departments to ensure procedures are followed.• Assisted with all Chinese language inquiries and requests from guests.