Front Office Contact Details
Resume:
Al Nahda, Dubai, AE
****.*****@*****.***
ARYA DIDIN
Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver, working effectively and productively with diverse customers and individual needs.
PROFESSIONAL
SUMMARY
CUSTOMER SERVICE PROFESSIONAL 04/2015 - Current
Emirates, Dubai, AE
CALL CENTER AGENT CUM RESERVATION 04/2013 - 03/2015 Ritz Carlton Grand Canal, Abu Dhabi, AE
WORK HISTORY
• Assist passengers with self-service check-in kiosks
• Inspect and verify passenger documentation
Issue boarding passes and reschedule passengers affected by flight interruptions or cancellations
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Manage passenger baggage processing including handling and fee calculation if applicable
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Assist passengers as needed through arrival and check in processes including support for passengers with special requirements such as unaccompanied minors
(UM), VIP passengers and passengers needing wheelchair assistance
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• Direct passengers through Customs, Immigration, and quarantine as required
• Make public address announcements as required
Assist colleagues in other areas of the airport to ensure that wheelchairs, strollers and gate checked bags (cleared through security) are made available for loading upon departure and delivery to passengers upon arrival
•
Comply with all UK/Ireland/EU legislation as well as airport authority and carrier security requirements
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• Comply with Emirates Standard Operating Procedures (SOP's)
• Produce work-related documentation when required
• Maintain the highest standards of safety and security at all times
• Answer incoming calls and respond to customer's emails
• Manage and resolve customer complaints
• Selling rooms and place customer requirements in the computer system
• Identify and escalate issues to supervisors
• Provide product and service information to customers
• Research required information using available resources
• Research, identify, and resolve customer complaints using applicable software Route calls to appropriate resources and Document all call information according to standard operating procedures
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• Follow up customer calls where necessary
• Up selling rooms and services
• Complete call logs and reports
FRONT OFFICE AGENT 01/2011 - 11/2012
TAJ HOTELS RESORTS AND PALACE, TRIVANDRUM, INDIA
Welcome guests upon their arrival and assign rooms and Perform all check-in and check-out tasks
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Register guests collecting necessary information (like contact details and exact dates of their stay)
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Provide information about our hotel, available rooms, rates and amenities Respond to clients' complaints in a timely and professional manner
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Confirm group reservations and arrange personalized services for VIP customers and event attendees, like wedding guests and Up sell additional facilities and services, when appropriate and Maintain updated records of bookings and payments
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• Inform customers about payment methods and verify their credit card data
• Manage online and phone reservations
SKILLS • Relationship-building & problem solver
• Creative problem solving
• Administrative support
• Adaptive team player
• Credit card and cash handling processing
• Telephone skills
• Computer Proficiency (MS Office,Excel,Power point) University College, Trivandrum, 04/2011
Bachelor of Science: Botany
Frankfinn Institute of Aviation and Hospitality, Trivandrum, 04/2011 Diploma of Higher Education: Aviation and Hospitality EDUCATION
CERTIFICATIONS • Certified in various airline software (AS-CONNECT,ALTEA,DMACS,SITA,POBEDA)
• Certified in Dangerous Goods and Passenger Handling.
• Certified for Grooming and Personality.
• Certified from EDEXCEL
LANGUAGE
PROFICIENCY
• English
• Hindi
• Malayalam
HOBBIES • READING
• DRAWING
• LISTENING MUSIC
• DANCING
REFERENCE Available upon request
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