Customer Service Sales

Sheena Pearl Perez

Contact Number: 055*******

Email Address: ************@*****.***

Current Location: Dubai, UAE

Present Position: Cluster Reservation Agent

Degree: Master of Arts in Educational Management

Years of Experience: 5 years

Nationality: Filipino

Age: 29 y/o (D.O.B 08/08/1991)

Marital Status: Single

Availability: Can join immediately

OBJECTIVE

Courteous self-motivated and detail-oriented Hotel Reservation Agent 5 years of experience exercising a high level commitment to exceptional customer service in hotel setting. Brings a positive energy to workplace and functions well in fast-paced high volume environment. Strong ability to capture as high- dollar reservations by utilizing selling techniques effectively. Seeking to take next step in my career where my skills and capabilities will be utilized.

KEY SKILLS

• Always has a consistency professional attitude

• Able to handle any customer request

• Dedicated to delivering the highest level of customer service possible

• Enjoys working with Sales and Marketing to increase reservations

• Enthusiastic, quick to learn with good interpersonal and organizational skills

• Have high sense of responsibility

• Well-versed with the norms of hospitality industry

• Strong commitment, vision and leadership

• Equally effective working independently and in cooperation with others WORK EXPERIENCE

Avari Dubai Hotel ( 4 star )and Avari Hotel Apartment-Al Barsha- February 2017 to June 2020 Cluster Reservation Agent

Responsibilities:

• Answer inquires regarding hotel services by email, telephone and in person and responding to guest complaints

• Regularly check the online rates and change the rates and top up allocations in channel manager if needed

• Knows the selling status, room’s availability, and room rates based on the selling tactics of the hotel.

• Identify new contacts, develop sales leads and respond to sales opportunities in order to maximize revenue

• Produce quotations and written confirmation to Travel Agency, Corporate and all clients

• Monitor customer satisfaction regularly and resolve any outstanding issues to ensure future business

• Solicited new and existing accounts through phone prospecting

• Reconcile the OTA’s

Panorama Grand Hotel ( 3 star)- Dubai, United Arab Emirates- April 2015 to February @2017 Reservation Agent

Responsibilities:

• Processes reservations by mail, telephone and fax

• Assist to book and block all rooms according to required standards and manage all special reservations and monitor all reservations and discounts.

• Creates and maintains reservation records by date of arrival and make sure that all are kept in the files accordingly.

• Prepares confirmation letter, processes cancellations and modifications and understand the hotels policy on guaranteed and no-shows.

• Create invoices as and when needed and processes advance payments on reservation.

• Tracks future room availabilities on the basis of reservations.

• Ensure bookings are guaranteed and no-show charges/late cancellation charges are applied where appropriate, and Reservations policies and procedures are followed to ensure Guest satisfaction Panorama Grand Hotel ( 3 star)- Dubai, United Arab Emirates- November 2014 to April 2015 Receptionist

Responsibilities:

• Welcomed guests upon entry to the hotel, assisted with check in and check out.

• Answer incoming calls, providing information, transferring calls and/or taking messages as necessary.

• Prepared check out receipts and collected payments from departing guests.

• Monitor and record petty cash payments

• Enter all the guest details in CID and DTCM with accurate details.

• Accurately inputted confidential details into database, ensuring all data was up to date.

• Communicate with housekeeping and maintenance staff to ensure that great quality service is provided to guests

EDUCATION

Master of Arts in Educational Management – June 2013 to March 2014 Pangasinan State University, Philippines

Bachelor’s Degree in Education Major in Biological Science – March 2012 Panpacific University North Philippines, Philippines

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