Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
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Jennifer Hanson

Abu Dhabi

Summary

Results-driven hospitality professional with 8+ years in reservations management and guest satisfaction. Expertise in upselling and delivering personalized service, leading to increased revenue per guest and repeat visits. Proficient in Opera PMS and various hospitality management systems. Demonstrated ability to manage multiple tasks efficiently in high-pressure environments.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Guest Service Agent

Etihad Airways
Abu Dhabi
03.2022 - 04.2025
  • Delivered exceptional customer service during check-ins, boarding, and baggage handling, serving over 300 passengers daily with a 99% satisfaction rate.
  • Resolved passenger complaints promptly, ensuring a 95% first-contact resolution rate, exceeding industry standards.
  • Upsold premium services, including seat upgrades and lounge access, contributing to a 12% increase in ancillary revenue.

Guest Service Agent

Rosewood Hotels and Resorts
Abu Dhabi
02.2019 - 06.2021
  • Managed over 100 guest reservations per day using Opera PMS, ensuring a 98% accuracy rate in booking details and guest requests.
  • Upsold hotel amenities, leading to a 15% increase in revenue per guest.
  • Coordinated with housekeeping and concierge teams, improving response times to special guest requests by 25%.

Executive Lounge Agent

Rosewood Hotels and Resorts
Abu Dhabi
02.2017 - 01.2019
  • Delivered exceptional service to an average of 50-70 guests per day in the exclusive executive lounge, maintaining a 95% guest retention rate.
  • Reduced guest waiting times by 20% through streamlined check-in processes and proactive assistance.
  • Increased lounge service sales by 10% by recommending premium services and beverages to guests.

Education

Bachelor of Science - Business Administration

University of The People
08-2026

Diploma - Nursing Assistant

Narh-Bita College
08.2014

Diploma - General Arts

College Senior High School
04.2011

Skills

  • Property Management Systems (PMS) - Opera
  • Excellent verbal and written communication
  • Problem-solving and conflict resolution
  • Check-in/check-out procedures
  • POS Systems (Micros, Micros 3700)
  • Microsoft Office Suite
  • Guest account management
  • Team collaboration

Languages

  • English, Fluent (Written & Spoken)
  • French, Conversational (Basic Guest Interaction)

Certification

CERTIFICATIONS & TRAINING: Diploma in Hospitality - Alison - Customer Service Excellence Certificate - HubSpot Academy - Google Digital Skills Certificate - Microsoft Office Proficiency Certificate - English Proficiency - British Council

Timeline

Guest Service Agent

Etihad Airways
03.2022 - 04.2025

Guest Service Agent

Rosewood Hotels and Resorts
02.2019 - 06.2021

Executive Lounge Agent

Rosewood Hotels and Resorts
02.2017 - 01.2019

Bachelor of Science - Business Administration

University of The People

Diploma - Nursing Assistant

Narh-Bita College

Diploma - General Arts

College Senior High School

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Jennifer Hanson