Customer Service Guest Relations
Resume:
Benielyn Jimenez
Pampanga, Philippines
***********@*****.***
An inclusive hotel industry expert placing a high emphasis on customer service and hospitality, supported by nearly five years of experience in managing guest relations alongside a strong sales background. Proficient in delivering exceptional initial contact interactions, adeptly understanding guests' needs, and promptly addressing them, while also leveraging sales expertise to enrich guest experiences.
Work Experience
Hotel Coordinator • Cloudstaff
April 2023 - April 2024 Angeles City, Pampanga
CLIENT: Rent Relax Vacation Rentals April 2023 to April 2025
Guest relations handles inbound/outbound calls. - Making reservations for direct bookings.
- I report directly to the client and promptly respond to emails and chats. I coordinate issues and specialist requests with the entire team. Ensuring guests receive their pre-arrival welcome guide before their arrival is a priority. I consistently monitor guests' satisfaction to ensure they are having a fantastic experience. CLIENT: Cabins For YOU – May 2022 to March 2023
Guest Relation Representative
- In my role as a Guest Relations Representative in vacation rentals, I warmly greet guests upon their arrival, making sure their check-in goes smoothly. Throughout their stay, I'm here to help with any questions or concerns they may have, always offering prompt and friendly assistance. I share tips on local attractions and dining options to make their experience even better and handle any feedback or complaints efficiently. I also take care of special requests and stay in touch before, during, and after their stay, working closely with my team to keep our property top-notch. By keeping accurate records and upholding high hospitality standards, I'm dedicated to ensuring every guest has a memorable and enjoyable experience.
CLIENT: Teeming Vacation Rentals – November 2021 to May 2022
Reservation/Sales/Customer Service
- As a Reservation/Sales/Customer Service Representative, I help customers book accommodations, transportation, or activities and provide information about our products and promotions to boost sales. I handle customer inquiries, complaints, and requests with professionalism, promptly resolving any issues that arise. I maintain accurate records of interactions and collaborate with my team to ensure smooth service delivery. Additionally, I upsell products and services to enhance the customer experience and stay updated on product knowledge and company policies. My goal is to ensure customer satisfaction and exceed expectations in every interaction while adhering to company procedures and standards.
CLIENT: IMB – October 2021 – November 2021
Lead Generation Specialist
- My role involves identifying and engaging potential customers, understanding their needs or interests, and delivering qualified leads to our sales team.
CLIENT: ARRIVIA - April 2021 – October 2021
Customer/Sales Service Representative
- Attending to customer/sales requirements including managing their hotel, resort, car, and air reservations. Ensuring efficient booking of reservations is my primary duty. Inside Sales Representative • SOFTWARE INFORMATION RESOURCE CORP October 2022 - October 2023 Washington, USA (Remotely) Established and nurtured positive relationships with multiple vendors, collaborating to compile competitive quotes tailored to client needs. Regularly met or exceeded monthly quotas, demonstrating consistent sales performance. Technical Support Representative • Concentrix
June 2020 - April 2021 Angeles City, Pampanga
Taking charge of resolving customers' technical and billing inquiries by identifying and fixing issues to ensure their satisfaction.
Promoting insurance products to customers and consistently updating my quotes. Front Desk Associate • Pittsburgh Marriott City Center December 2018 - December 2019 Pittsburgh, USA
Extend a warm welcome to guests at our 402-room full-service establishment, ensuring they enjoy an exceptional stay akin to being at their home away from home.
Providing recommendations for top dining and entertainment venues in the Pittsburgh area to enhance guests' experiences.
Greeting all guests courteously and professionally upon their arrival. Cultivating strong working relationships with all hotel departments. Responsibly handling incoming phone calls, both internal and external. Travel Specialist • TTEC
June 2018 - November 2018 Angeles City, Pampanga Helping customers with their travel requirements, particularly regarding their flight arrangements. Initiating outbound calls to notify customers about any changes to their flight schedules and providing them with optimal alternative flight choices.
Sales/Cashier Associate • Benielyn's Convenience Store January 2010 - March 2018 Mabalacat City, Pampanga In my role as a Sales/Cashier Associate at our family-owned micro-retail store, I was instrumental in providing outstanding customer service and maintaining seamless operations at the point of sale. This position seamlessly integrates sales tasks with cashier responsibilities, providing you with the chance to interact with customers while efficiently handling transactions.
Front Desk Associate • Royce Hotel and Casino
December 2017 - February 2018 Angeles City, Pampanga My role as a Front Desk Trainee encompasses a range of responsibilities aimed at ensuring guests receive a warm welcome and exceptional service throughout their stay. This includes personally greeting guests upon their arrival, assisting with check-ins, check-outs, and reservations under supervision, and honing my professional skills in communication and guest handling. Additionally, I shadow experienced colleagues to learn reception procedures firsthand, maintain the cleanliness and organization of the front desk area, and diligently follow instructions from senior staff for seamless operations. I approach my duties with enthusiasm, adaptability, and a commitment to ongoing learning, actively participating in training sessions to enhance my customer service and administrative abilities. Furthermore, I readily offer assistance to my team members as needed, all while prioritizing the consistent delivery of positive and hospitable experiences for our guests. Office Staff • Holy Angel Travel Services
September 2017 - October 2017 Angeles City, Pampanga Administrative Support: Assist in day-to-day administrative tasks such as answering phone calls, responding to emails, and managing trip booking and reservation paperwork. Customer Service: Provide excellent customer service to students, teachers, and parents by addressing inquiries, providing trip information, and ensuring smooth communication throughout the trip planning process. Trip Coordination: Collaborate with the travel agency team to coordinate logistics for educational trips, including transportation arrangements, accommodation bookings, itinerary planning, and activity scheduling. Documentation: Maintain accurate records of trip details, participant information, and financial transactions using our internal systems and databases.
Assistance during Trips: Occasionally assist during educational trips by ensuring all arrangements are in place, helping with on-site logistics, and addressing any unexpected issues that may arise. Learning and Development: Participate actively in training sessions and workshops to enhance your travel industry knowledge, customer service skills, and office management techniques. Team Collaboration: Work closely with other team members to ensure seamless coordination and execution of all aspects related to educational trips, fostering a positive and collaborative work environment. Education
Holy Angel University
Tourism Management • 2014 - 2018
Skills
Microsoft Office
PowerPoint
Communication
Excel
Languages
English — Intermediate
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