Wakana Moro

Hospitality professional with over 5 years of experience in hotel front desk operations, guest services, customer service, and team leadership.

Former Assistant Front Office

Supervisor and Duty Manager at APA Hotel in Japan, experienced in supervising daily operations, resolving guest concerns, conducting financial audits, managing room inventory, and training staff in a fast-paced environment. Currently gaining Canadian hospitality experience in Whistler while seeking to contribute strong leadership, communication, and guest service skills to a hotel front office team.

Assistant Front Office Supervisor at APA Hotel (2023-03 – 2026-02)

• Served as Day Shift In-Charge (Duty Manager), overseeing daily front office operations and ensuring efficient service delivery.
• Supervised front desk staff, delegated tasks, and supported team performance in a high-volume hotel environment.
• Managed guest check-in and check-out procedures while resolving escalated guest concerns professionally.
• Conducted daily financial audits, balanced cash transactions, and processed payments and refunds accurately.
• Managed room inventory and day-use reservations to maximize occupancy and revenue.
• Coordinated closely with housekeeping teams to ensure room readiness and maintain quality standards.
• Managed OTA platforms and online booking channels, updating room availability and responding to guest reviews in English and Japanese.
• Led emergency response procedures during an actual fire incident, ensuring a safe and orderly guest evacuation.
• Trained new employees, developed operational manuals, and supervised agency and part-time staff.
• Coordinated facility maintenance with external vendors and prepared approval documentation for corporate headquarters.

Room Attendant at Blackcomb Springs Suites (2026-04 – Present)

• Maintain guest rooms and public areas to resort standards.
• Respond promptly to guest requests while ensuring guest satisfaction.
• Work efficiently under strict time requirements while maintaining attention to detail.
• Follow WHMIS procedures and safety standards in daily operations.

Retail Cashier at Carlbergs Gift Shop (2026-05 – Present)

• Deliver friendly and efficient customer service to international visitors.
• Process POS transactions accurately and efficiently.
• Assist customers with inquiries regarding local attractions and services.
• Support inventory management and merchandising activities.

Sales Associate (Cashier) at Edwin Shop (2022-04 – 2023-03)

• Provided personalized customer service and sales support.
• Processed cash and card transactions accurately.
• Maintained visual merchandising and store presentation standards.
• Assisted with inventory management and stock replenishment.

B.A. in Department of Culture and Tourism Studies – Rikkyo University (2019-04 – 2023-03)