Odette Numboussie
Ras Al-Khaimah
Summary
At BM Beach Hotel & Resorts, excelled as a Reservation Agent by leveraging customer engagement and reservation software skills to enhance service levels, resulting in increased revenue through upselling and repeat business. Demonstrated exceptional problem-solving and relationship-building abilities, contributing to improved customer satisfaction and operational efficiency.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management. Friendly Reservation Agent with proficiency in interacting effectively by telephone with guests of diverse ages, backgrounds and interests. Projects service-mentality with warm, caring attitude while maintaining efficiency and optimizing revenue. Offering 3 years of experience in Hospitality Industry.
Overview
3
3
years of professional experience
Work History
Reservation Agent
BM Beach Hotel & BM Beach Resorts
08.2021 - Current
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
- Boosted revenue with upselling additional services such as room upgrades, meal plans, and special event bookings.
- Assisted in updating promotional materials and packages to attract new clientele while retaining loyal customers.
- Worked closely with front desk to achieve full occupancy of property.
- Provided personalized assistance for guests with specific needs or requests, fostering positive relationships and repeat business.
- Provided support during peak periods or staff shortages by cross-training in other areas of the hotel, demonstrating versatility and commitment to customer service excellence.
- Maintained high levels of efficiency by managing multiple phone lines and email correspondence for reservation requests and adjustments.
- Provided customers with information about availability and pricing.
- Enhanced communication between departments by sharing guest preferences, requirements, and special requests with relevant hotel staff.
- Participated in ongoing training sessions to stay current on industry trends, best practices, and reservation system updates.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Handling no shows bookings by giving feed back to the travel agent and online booking site.
Education
High School Diploma -
Christian Community Collage
Buea-Cameroon08.2017
Skills
- Customer Engagement
- Reservation software
- Phone and Email Etiquette
- Active Listening
- Typing Speed
- Problem-Solving
- Payment Processing
- Team Collaboration
- Customer Service
- Relationship Building
- Reservation Confirmation
- Flexible Schedule
Languages
English
French
Timeline
Reservation Agent
BM Beach Hotel & BM Beach Resorts
08.2021 - Current
High School Diploma -
Christian Community Collage
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