Front Desk Guest Experience
Resume:
Kyle Castro
Kekaha, HI *****
****.*.******@*****.***
Authorized to work in the US for any employer
Work Experience
Guest Experience Supervisor
The Lodge at Kukui'ula-Koloa, HI
August 2022 to Present
Responsible for overseeing the day-to-day operations and financial performance of assigned properties. Work closely with property owners, tenants, vendors, and internal teams to maintain high standards of property maintenance, tenant relations, and financial reporting.
• Greet guests upon arrival with a welcoming smile and provide prompt assistance with check-in and check-out procedures.
• Process guest reservations, cancellations, and modifications accurately and efficiently, utilizing the property management system.
• Answer incoming phone calls and emails promptly and professionally, providing information and assistance as needed.
• Handle guest requests and concerns with courtesy and urgency, resolving issues promptly and escalating to management when necessary.
• Maintain a clean and organized front desk area, including the lobby and reception area, to create a welcoming and inviting atmosphere for guests.
• Coordinate with housekeeping and maintenance staff to ensure guest rooms are clean, well-maintained, and ready for occupancy.
• Provide guests with information about hotel amenities, local attractions, dining options, and transportation services, offering recommendations and assistance as needed.
• Process payments and reconcile daily transactions accurately, following established cash handling procedures.
• Assist with administrative tasks, such as filing, faxing, and photocopying, to support the smooth operation of the front desk and administrative office. Marketing Manager
Diamond Resorts/ Hilton Grand Vacations-Koloa, HI
August 2017 to Present
Oversee the Concierge department for the resort providing sales prospects for Vacation ownership. Manage Team members in a leadership role to cultivate culture of Brand awareness creating skilled marketers that allows them to hit commissionable based targets. Communicate with Sales partners on day to day operations to lead the company in hitting monthly and yearly budgets.
Work and partner with Resort Ops to manage guest experience for timeshare and transient guest by booking Activities, scheduling appointments, and providing customer service. Work with Company Software programs including the use of Excel, Word Documents, and Adobe. Bartender
WB's Exclusive Lounge-Lihue, HI
October 2022 to January 2025
• Prepare and serve alcoholic and non-alcoholic drinks efficiently.
• Maintain a clean and organized bar area.
• Check IDs and ensure responsible alcohol service.
• Process payments and manage cash/credit transactions.
• Engage with guests to create a fun and energetic atmosphere.
• Monitor inventory and restock supplies as needed.
• Follow all health and safety regulations.
• Work collaboratively with servers, barbacks, and security. Catering & Events Manager
Red Lion Hotels-Salem, OR
September 2016 to June 2017
Performed daily routines including client contact via phone call, email, and site visits. Primary focus was to generate revenue for the hotel by booking events, corporate meetings, and social events using marketing material and sales tactics. Implemented action plans to effectively meet and beat monthly goals and budget. Manage communication with the client and the sales team to be sure details are met. Train and work along side banquet staff as well as Food and Beverage department to execute client request.
Attended weekly meetings with the General Manager & Food and Beverage Director to discuss sales efforts and revenue of business.
Sales Admin/ Catering Coordinator
Red Lion Hotel-Salem, OR
February 2015 to September 2016
performed daily routines that facilitated the needs of the office at the Sales and Catering level. Answered phone calls, emails and inquires as a support for the Director of Sales, Director of Catering, and Sales Manager.
handled and processed payments for sales bookings including invoicing. Operated two separate systems a guest lodging booking system and a Catering booking system. Support the sales team with office supply orders, organization, and filing. Front Desk Agent
Red Lion Hotels-Salem, OR
September 2013 to February 2015
Check in and Check out guest using Opera PMS software. Answered phone calls including booking reservations. Facilitated guest needs and guest resolution.
Handled money and managed guest finances.
Managed the in house open balances in AR and Direct Billed accounts. Education
Chemeketa Community College - Salem, OR
2009 to 2010
High School Diploma
West Salem High School - Salem, OR
2009
Skills
• Excel (8 years)
• Typing (10+ years)
• Marketing (7 years)
• Catering
• Sales (9 years)
• Customer Service (10+ years)
• Digital Marketing
• Publisher (1 year)
• Microsoft Office (10+ years)
• Public Relations
• Communications (10+ years)
• Event Planning
• Events Management
• Sales Support
• Management (3 years)
• Banquet Experience
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