Kristean Shockman
Dubai
Summary
Dedicate Hospitality and Tourism professional with a history of meeting company goals utilizing Consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the Organization. Industrious Guest Services Agent skilled in resolving guest complaints utilizing tact, diplomacy and critical thinking. Driven to foster satisfaction and superior service through dedication to exceeding guest expectations.
Overview
15
15
years of professional experience
Work History
Guest Service Agent – Supervisor
Jumeirah Hotels & Resorts
01.2024 - Current
- Company Overview: (Al Qasr Hotel 5, Mina Al Salam Hotel, Al Naseem Hotel 5 star, Jumeirah)
- Maintained accurate records for tracking the progress and performance of team members.
- Conducted regular reviews with team members to assess their performance and provide feedback as needed.
- Led the team to achieve KPI targets, and completed assigned projects.
- Led and managed administrative staff to maintain daily operations.
- Investigate issues that affect group operations, prepare reports, and manipulate the solutions.
- Updating the record of each colleague, performance, training, and coaching.
- Handling professional requests of delegated VVIP and VIP guests in-house.
- Handling guest complaints and solving the issues with the management and relevant departments.
- Process 25 restaurant reservations for in-house guests.
- Work out E. Butler's conversations and daily reports' progress.
- Coordinated with other departments to ensure smooth work processes and communication flow.
- Managed scheduling, training, and inventory control.
- She addressed customer concerns with suitable solutions.
- Aided senior leadership during the executive decision-making process by generating daily reports to recommend corrective actions and improvements.
Reservation Executive
Majestic Premier Hotel (Pre opening)*
Bur Dubai
02.2023 - 01.2024
- Ensured accuracy of customer billing information prior to processing transactions.
- Collaborated with other departments within the hotel in order to provide an exceptional experience for guests.
- Maintained client accounts by obtaining, recording and updating personal and financial information.
- Assisted with group bookings by coordinating room blocks and organizing event details with clients.
- Provided expert assistance to handle telephone, digital and in-person requests for bookings and service assistance.
- Processed payments for reservations using credit card terminals or other payment methods.
- Generated weekly revenue forecasts based on current trends in occupancy levels.
- Performed administrative duties such as filing documents, preparing reports and updating customer databases.
Reservations Supervisor
Dubai Marine Beach Resort & Spa 5 *
Dubai
08.2020 - 01.2021
- Processes reservations by mail, telephone, telex, cable, fax or central reservation systems referral
- Processes reservations from the sales office, other hotel departments, and travel agents
- Knows the type of rooms available as well as their location and layout
- Knows the selling status, rates, and benefits of all packages plans
- Provided guidance and support to front desk agents when needed.
Marketing Executive / Reservation
Moresand Group (Pvt) Ltd
01.2018 - 10.2019
- Company Overview: (UK)
- Handling and managing Air ticket reservations, Hotel bookings, Cruise bookings, Tours, process through various communication platforms, monitoring monthly sales targets
- An improve sales techniques, Handle inquiries and work out sales with cooperate client tale and VIP customers, Siemens Reservations, Visa process
- Maximize room sales by upselling to a higher category
- (UK)
Marketing Coordinator
Moresand Group (Pvt) Ltd
01.2017 - 01.2018
- Company Overview: (UK)
- Arrange contracts and search new selling platforms in market
- Loading rates and special offers in to systems
- Meeting with B2B supplier’s base for sales Requirements
- (UK)
Assistant Reservation Manager
Direct Flights
01.2016 - 01.2017
- Company Overview: (Australia)
- Leveraged fair evaluation processes, employee reviews and staff, mentoring to drive performance and job satisfaction at all levels
- Check Flights schedules and group reservations for flushing and re -confirmation
- Communicate with direct Hotels and Air lines for rates
- (Australia)
Reservation Executive
Browns Hotel
01.2014 - 01.2017
- Company Overview: (Sri Lanka)
- Monitoring Room sales, confirm and process reservation requests
- Work closely with sales and front desk
- Help room maximize room sales by upselling, checking arrival lists
- (Sri Lanka)
Reservation Executive
Medhufushi Island Resort
01.2012 - 01.2014
- Company Overview: (Maldives)
- Obtain room rate sheets and analyze room category and villa rates
- Confirm Reservations and supply room rates to outsource suppliers
- Communicate with front desk in resort
- (Maldives)
Customer Care Executive / Reservation Agent
Thomas cook (Pvt) Ltd
01.2010 - 01.2012
- Company Overview: (London)
- Handle Passenger complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Issuing Air tickets, Hotel Reservations, Outbound & Inbound tours and achieving sales targets
- Process visa documents to Embassies and coordinate VIP reservations with security
- (London)
Education
Human Resource Management - CPD
Alpha Academy
UAE01.2023
Business Development Management - BSc – Diploma
Aquinas University
Sri Lanka01.2011
GDS System - Amadeus - Diploma
International Air Line Ticketing Academy
Sri Lanka01.2009
Air Line Ticketing, Reservation - Diploma
International Air Line Ticketing Academy
Sri Lanka01.2007
Skills
- Reservation
- Telephone Operator
- Customer care
- Air Ticketing
- Tour Arrangements
- Room Reservations
- Opera System
- Oracle system
- Amadeus
- Abacus
- Galileo Ticketing systems
- Online reservations systems
- Sky scanner
- Hotel beds
- Bookingcom
- GTA
- Hotel amenity information
- Hospitality services
- Guest complaint resolution
- Effective planning
- Seven Rooms reservation system
References
- Mr. Earl Bello, Executive Club Lounge Manager, Jeremiah Zabeel Saray, Palm Jumeirah, +971501440471, earlbello@jumeirah.com
- Mr. Mangala Wickramasinghe, Director of Finance, Cheval Mansion Hotel Group, 00447525593315, mangala.wickramasinghe@chevalcollection.com
Timeline
Guest Service Agent – Supervisor
Jumeirah Hotels & Resorts
01.2024 - Current
Reservation Executive
Majestic Premier Hotel (Pre opening)*
02.2023 - 01.2024
Reservations Supervisor
Dubai Marine Beach Resort & Spa 5 *
08.2020 - 01.2021
Marketing Executive / Reservation
Moresand Group (Pvt) Ltd
01.2018 - 10.2019
Marketing Coordinator
Moresand Group (Pvt) Ltd
01.2017 - 01.2018
Assistant Reservation Manager
Direct Flights
01.2016 - 01.2017
Reservation Executive
Browns Hotel
01.2014 - 01.2017
Reservation Executive
Medhufushi Island Resort
01.2012 - 01.2014
Customer Care Executive / Reservation Agent
Thomas cook (Pvt) Ltd
01.2010 - 01.2012
Human Resource Management - CPD
Alpha Academy
Business Development Management - BSc – Diploma
Aquinas University
GDS System - Amadeus - Diploma
International Air Line Ticketing Academy
Air Line Ticketing, Reservation - Diploma
International Air Line Ticketing Academy
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