Reservations, Sales and Guest Relations Supervisor at Hot Air Balloon LLC (2018-01 – 2026-03)
Supervised reservations, sales and guest relations operations for a hot air balloon company
- Handled sales activities, including marketing strategies, to build brand visibility
- Recorded and processed reservations via phone, email, and website, ensuring responses within 24 hours
- Changed and canceled reservations per guest requests in line with company policies
- Followed up on VIP reservations based on priority to achieve the desired outcome
- Oversaw guest arrivals and departures at the site
- Handled guest complaints and concerns efficiently and professionally
- Provided excellent customer service in line with company standards
- Collected guest feedback to support continuous improvement
- Conceptualized and created guest experience videos
- Conceptualized and created social content for the company's social media accounts
- Prepared and provided records and reports to management
Reservations Associate at Novotel Hotel (2016-08 – 2017-12)
Handled hotel reservations, guest services, and front desk operations at a 5-star hotel property
- Delivered premium-level service and triaged calls to the appropriate departments
- Ensured accurate input of reservation details in the property management system (OPERA)
- Recorded and processed reservations via phone, email, and website, responding within 24 hours
- Changed and canceled reservations per guest requests and company policies
- Handled guest queries, requests, and complaints politely and efficiently; sought guidance from supervisors to resolve reservation-related issues and improve customer satisfaction
- Understood and observed department policies, standards, and procedures
- Monitored room inventory and adjusted rates according to hotel requirements
- Maintained comprehensive filing systems for the Reservations department
- Performed any additional tasks assigned by supervisors according to business needs
- Recognized as Employee of the Month (Nov & Dec 2016)
- Hosted the hotel's Annual Day event (Nov 2016)
- Team achieved runners-up in the 2017 volleyball tournament
Retail Clerk at Atlantis, The Palm (2015-05 – 2016-06)
Retail operations and customer service at luxury resort retail outlet
- Met individual daily sales targets on the shop floor
- Operated cash registers, processed payments, and bagged/packaged purchases
- Ensured the retail outlet was presented to the highest standard each day
- Checked inventory to ensure products were in stock and available for sale
- Determined seasonal trends and adjusted displays as needed to support sell-through
- Followed processes to minimize stock loss, including handling damages, returns, and exchanges per policy
- Promoted effective communication and information flow within the store, collaborating with colleagues and team leaders
- Adhered to store policies and procedures to maintain operational standards
