Customer Service Representative/ Correspondent - Vantage Deluxe World Travel - Boston, MA
(2009-04 - 2013-11)
- Review and respond pre/post communications
- Respond to customers calls regarding any travel issues or concerns
- Analyzed travelers evaluations, working with program managers to identify and communicate necessary itinerary changes to tour operators
- Develop trip database summarizing all changes, problems and enhancements for each trip base on feedback from travelers
- Oversee all customers services including pre and post traveler complaints, send response letters and address problems with program managers
- Liaison with all vendors and services providers such as airlines, hotels and insurance company to resolve issues, obtain information
- Managed refer a friend program, issue vouchers and letter to all customers on a weekly report
- Inform clients of essential travel information such as travel times, transportation connections, and visa requirements
- Developed incoming staff training program
Guest Service Agent - St. Regis Hotel - New York, NY
(2008-08 - 2009-04)
Check guests in and out of hotel and summons bellman or other assistance if needed
- Reviews arrivals and departures for guest preferences to ensure customer satisfaction
- Follows all accounting procedures according to guidelines to ensure proper revenues and payment on accounts are received and credited
- Process of deposits and check Cashing
- Answers guests' questions and assists them with their needs, ensuring all requests are followed through and completed
- Handles guests' complaints and takes action to resolve problems
- Accepts and relays guests' messages, either manually, written or through voice mail system
- Takes requests for wake-up calls and follows through to ensure guests receive their wake-up call at the requested time
- Conduct pre-assignment of hotel rooms, which includes VIPS, repeat guests, all packages, and any special requests
- Participate in sales incentives
Customer Service Representative/ Correspondent - Vantage Deluxe World Travel - Boston, MA
(2005-11 - 2007-12)
- Review and respond pre/post communications
- Respond to customers calls regarding any travel issues or concerns
- Analyzed travelers evaluations, working with program managers to identify and communicate necessary itinerary changes to tour operators
- Develop trip database summarizing all changes, problems and enhancements for each trip base on feedback from travelers
- Oversee all customers services including pre and post traveler complaints, send response letters and address problems with program manager
- Liaison with all vendors and services providers such as airlines, hotels and insurance company to resolve issues, obtain information
- Managed refer a friend program, issue vouchers and letter to all customers on a weekly report
- Inform clients of essential travel information such as travel times, transportation connections, and visa requirements
- Developed incoming staff training program
Reservations Agent - Boston Harbor Hotel - Boston, MA
(2003-12 - 2005-11)
Answer all incoming calls with focus on converting into a reservation
- Maximizing sales of the hotel by upselling
- Maintain general knowledge of all room types, food & beverage outlets, banquet/catering facilities and all other hotels services to be able to assist the guest and anticipate their needs
- Communicated with other departments such as Front Desk, Sales, Exec Office and Food and Beverage outlets. (accuracy of room reservations & requests, general inquiries, maintaining group blocks, VIP reservations, making restaurant reservations for guests, etc)
- Maintain a working knowledge of the Front Desk, Business Center and Sales Department functions
- Processed requests via fax, telephone, and/or any other written correspondence within 24 hours
- Complete and prepare production reports as established and directed by Reservations Manager and director of reservations
- Modify and cancel reservations as required
