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About me
A young professional with years of advanced hotel/hospitality and contact center experience in a high performing and challenging HOTEL, SALES and CUSTOMER SERVICE operations. Highly innovative, systematic in action planning, aggressive in delivering results, spiritedly competitive, goal-oriented with outstanding and proven leadership in various settings and orientations.
Experience
13 years and 7 months
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Groups & Events Coordinator
Grand Millennium Dubai - Dubai, United Arab Emirates
EventNovember 2018 - Now · 5 years and 5 monthsEnsures that group events within the hotel meet the hotel’s level of quality standards. In charge of preparing quotes, making follow-up calls with prospective clients, preparing groups and events contract and holding meetings with clients who are interested in hosting an event. Reports to the Manager about any conflicts and concerns regarding the booking of a group function. Additionally, sends imperative Banquets and Events Order internally and make certain of a seamless execution.
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Reservations Officer
Grand Millennium Dubai - Dubai, United Arab Emirates
ReservationsJune 2016 - November 2018 · 2 years and 6 months• Answering the phone utilizing company approved standard of greeting, followed by reservations script in handling the Guest inquiry for Hotel room reservation or other inquiry about the facilities of the Hotel; handle other reservation inquiries via fax, email and other channels as directed according to standard operating procedures. • Process reservations by entering the information accurately in the property management system (Opera); follow up with reservation confirmations, modifications, and cancellations and make the changes in the system as applicable; make sure information is entered according to standards. Involve in updating online bookings from online portals; Booking.com, Expedia, Agoda.com, etc. • Politely following up booking requirement from companies and travel agencies through phone or email conversation. • Responsible for keeping accurate paper transactions, and recording of any specific requirement in terms of special requests, advance deposit or Purchase Orders, complete daily call conversion sheets of their individual shift; compile reports as directed by the Manager or Supervisor of the department. • 100% knowledge of Hotel facilities, and promotions; take initiative to always keep up to date with any changes within in the Hotel that might affect reservation bookings. • Participate and comply with any training and reservation programs, such as up-selling, cross selling other sister hotels to increase revenue for the Hotel and company. • Organize visa request for hotel guest as per hotel policy and up-sell whenever an opportunity is identified. • Comprehensive and daily encounter with Front Office, Sales, Marketing, Accounts Team and Executive Office. • Thorough understanding of Company/Business and Travel Agent/Leisure contracts to be able to accurately deliver and confirm information. • Generate reports related to Revenue such as pick up, market segment, history - forecast and the likes in the absence of the Reservations Supervisor. o ACCOMPLISHMENTS: • Colleague of the Month (June 2017). • Completed an intensive 9 hours a day, month long Cross Training to Sales and Marketing Department specifically to Groups, Events and Banquets.
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HILTON Reservations & Customer Care AGENT/SUPERVISOR
Teleperformance Phili - Pasig, Philippines
Customer ServiceMay 2010 - January 2016 · 5 years and 9 months Full swing assistance in processing guest reservations and telephone inquiries. Deliver excellent customer service and a high standard of customer management. Aggressive selling technique in Rescue and Cross sell/offering portfolio hotels if guest resist initial offer. Sells additional services by recognizing opportunities to up-sell accounts; explaining new features. Making sure each guest’s stay means comfort and satisfaction by fulfilling reasonable requests. Beyond expectations knowledge in reservation tool utilization for a seamless process. Ensure accuracy and knowledge about Hilton chain/brand of hotels. Strong highlighting features and how it would benefit guests. Securing Hhonors/guests personal information all the time. Professionally manage guest complaint. Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems. Supervised a minimum of 15 maximum of 20 reservations agents Innovation in creating different action plans/incentive essential to reach performance as expected. Straight and effective communication to 3 Business Development Leaders of 4 different regions. Monthly performance review focusing on 4 key things; Conversion, Up-sell, Call Handle Percentage and Average Daily Rate. Close work with different essential departments; Human Resources, Recruitment, Training, Admin and Workforce. Had an exposure in recruitment process, filtering agents to hire for our account. ***Consistent top performing reservations agent, month over month and promoted as HRCC Supervisor after 6 months. ***Task to run a whole reservations cluster as Reservations Manager OIC consisting of 08 Reservations Supervisors and maximum of 100 Reservations Agent. Catering regions of Canada-Illinois-Texas-Midwest.
Education
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Bachelor of Science in Nursing
Nazarenus College Foundation - Bulacan, Philippines
June 2005 - March 2007
Languages
2 languages
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Tagalog
Native or fluent
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English
Full professional
Personal information
Nationalities
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Philippine
Skills
21 skills
- Adaptability
- Analytical
- Building Relationships
- Competitive
- Customer Focused
- Customer Focus, Understanding the Job, Recognizing
- excellent verbal & written communication
- Great customer service
- Interpersonal savvy
- MS Office
- multitasker
- Opera
- Organized
- People Skills
- Problem solving
- Recognizing Differences
- Self Motivated
- Taking Responsibility
- Teamwork
- Telephone skills
- Understanding the Job
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