BILHA JOHN

• Assisted in organizing and maintaining sales files, databases, and records
• Help with scheduling appointments, managing calendars, and preparing reports
• Communicated with clients via phone, email, or in person to provide information, answer inquiries, and assisted with booking reservations
• Assisted in planning and organizing events, such as meetings, conferences, and weddings
• Coordinate with clients and various departments within hotel to ensure successful events
• Attended industry events, trade shows, and networking opportunities to promote hotel and build relationships with potential clients
• Conducted research on industry trends, competitors, and potential clients to identify new business opportunities
• Effectively carried out these responsibilities, to help sales manager and sales team achieve their targets, increase revenue, and contribute to overall success of hotel.
• Oversaw planning and execution of targeted sales and marketing strategies.
• Developed marketing plans to support department strategies.
• Supported front-line sales teams with well-coordinated administrative operations.

• Implemented new guest service initiatives that resulted in 15% increase in guest satisfaction scores within first six months of employment
• Successfully resolved challenging guest complaints and issues, maintaining high level of guest satisfaction and receiving commendations from guests
• Fostered strong cross-departmental communication and collaboration to ensure seamless guest experiences, resulting in improved efficiency and guest satisfaction.
• Maximized hotel revenue, utilizing Opera PMS to control daily room inventory.
• Managed incoming calls effectively using switchboard systems.
• Organized guest transport to support smooth airport transfers.
• Inspected presentation of rooms and laundry items.
• Created newsletters, brochures and social media posts to promote hotel services.
• Auctioned special requests to elevate guest stays.
• Up-sold activities from tourism partners to boost revenue.
• Kept reservations systems up-to-date for clear availability management.
• Coordinated housekeeping staff to prepare rooms for guest arrivals.
• Issued guest room keys with advice on location and access.

• Successful became top/good at resolving guest issues or challenges in a timely and efficient manner to ensure guest satisfaction
• Received recognition from guests, management, and members for outstanding service and performance
• Demonstrated extensive knowledge of local area, attractions, restaurants, and services to provide guests with valuable recommendations and assistance
• Undertook Medic First Aid Training to enhance capability's to emergencies
• Updated front desk's concierge book daily so that guests had access to relevant local information
• Worked closely with guests, some of VIP or celebrity status and always respected their privacy
• Collaborated with team of 13 to provide faultless service.

• Provided exceptional customer service by being friendly, approachable, and attentive to guests' needs and requests
• Payed attention to smallest details to ensure guests' requests are fulfilled accurately and promptly
• 30 calls per day were part of usual day
• Collaborated effectively with other hotel staff members to ensure seamless and positive guest experience
• Escorted guests to and from their rooms and assisted with their baggage
• Demonstrated commitment through impeccable attendance and quality performance
• Explained important features of guest rooms to clients, including how TV remote, heating and cooling, WiFi access and locks worked.
• Maintained positive, helpful attitude to deliver exceptional customer service.
• Welcomed guests in friendly, professional manner.
• Communicated with coworkers and managers to coordinate tasks.
• Marked baggage accurately with claim checks
• Organized and prioritized luggage storage to provide quick retrieval for departing guests and timely check-in for new arrivals.

-Perform customer transactions accurately and in an efficient manner.
-Provide high quality customer service by answering customer inquiries. efficiently and politely
with correct and complete solutions
-Acted on critical link between Multichoice (DSTV) and our biggest fans/clients
-Provided naturally service-centric and revel in bringing delight and satisfaction to customers -
kept constant touch with customersʼ needs

• Obtained feedback from customers to improve service experience.
• Assisted customers with varying questions using product knowledge and service expertise.
• Consistently achieved service rating targets, managing customer inquiries with personalized care and attention.
• Recorded customer communications to maintain proper documentation.
• Handled phone, email and social media inquiries with consistent customer service across multiple channels.

• Greeted incoming customers in professional manner and provided friendly, knowledgeable assistance.
• Answered and helped resolve inquiries from clients, vendors and general public.
• Kept reception area clean and neat to give visitors positive impression of company.
• Solved administrative and customer service issues with knowledgeable assistance and friendly support.
• Managed high volume of incoming calls from multi-line telephone system and documented messages.
• Offered knowledgeable, friendly support to in-office guests.
• Maintained accurate and up-to-date records for smooth handovers.
• Acted as first point of contact for wide range of personnel.
• Prioritized tasks to maintain reliable service throughout peak times.
• Reduced waiting times through effective time and resource management.
• Greeted incoming customers in a professional manner and provided friendly, knowledgeable assistance.
• Managed bookings using Booker software to schedule, cancel and re-arrange appointments.