Tressy Kinya
Abu Dhabi,U.A.E
Summary
Experienced in hospitality management with a focus on reservations and customer service. Capable of optimising booking processes, enhancing guest experiences, and leading teams to achieve operational goals. Skilled in conflict resolution, communication, and implementing efficient systems to drive performance.
Overview
1
1
Certification
2
2
years of professional experience
Work history
Reservations team leader
Gravity Hotel Abu Dhabi
Abu Dhabi, UAE
2025.04 - Current
- Support front office operations during peak hours or staff shortage situations.
- Handle escalated customer complaints, resolving them promptly and professionally.
- Manage high volume of calls, providing prompt and courteous service.
- Improve customer satisfaction by effectively managing reservation inquiries.
- Communicate reservation confirmations to guests and email and direct calls.
- Negotiate corporate reservation rates to meet client budget requirements,follow up on the contract signing and facilitate bookings as per the agreements.
- Ensure an update on the daily pick-up and monthly reports is shared accordingly to the concerned heads of department
- Follow up on OTA guest messages and respond to ensure guests received timely updates..
- Update the OTA monthly reports: booking.com,expedia,agoda.
- Update and share the productivity report for the travel and corporate accounts with the manager.
Reservations agent
Danat Al Ain Resort
Abu Dhabi, UAE
2024.06 - 2025.04
- Kept up-to-date records of bookings, ensuring accuracy at all times.
- Maintained calm under pressure whilst simultaneously handling multiple tasks.
- Worked closely with front office staff for smooth check-in procedures.
- Contributed positively to team success by maintaining a positive work attitude.
- Streamlined the reservations process, creating an efficient working environment.
- Utilised Microsoft Office Suite, resulting in efficient daily operations.
- Ensured seamless booking experience by managing all reservation processes efficiently.
- Collaborated with sales team to improve reservations process.
- Managed complex bookings with attention to detail and professionalism.
- Assisted in customer query resolution by displaying extensive knowledge of the the company's booking system.
Barista trainee
Danat Al Ain Resort
Abu Dhabi, UAE
2024.05 - 2024.06
- Operated coffee-making equipment to produce consistent beverages.
- Assisted in stock management, ensuring adequate supplies at all times.
- Ensured compliance with health and safety regulations at all times.
- Kept equipment in optimal condition through regular cleaning and maintenance activities.
- Prepared high-quality coffee for enhanced customer experience.
- Improved customer satisfaction by providing excellent and speedy service.
- Demonstrated strong product knowledge, offering informed recommendations when asked by customers.
Education
Bachelor's degree - Business IT
Kenya Methodist University
Kenya 2001.04 -
Diploma -
Moi Girls Isinya
KenyaSkills
- Reservation management
- Hotel system knowledge
- Opera and Wishnet
- Customer relations
- Direct sales techniques
- Effective communication
- Telephone etiquette
Certification
- VX Academy Cerification -Department of Culture and Tourism Abu Dhabi
- Alison Online Training- Diplome in Customer Service
Timeline
Reservations team leader
Gravity Hotel Abu Dhabi
2025.04 - Current
Reservations agent
Danat Al Ain Resort
2024.06 - 2025.04
Barista trainee
Danat Al Ain Resort
2024.05 - 2024.06
Bachelor's degree - Business IT
Kenya Methodist University
2001.04 -
Diploma -
Moi Girls Isinya