Heber - Hotel Reservation Agent with 5+ years of customer service expertise

Delivered personalized recommendations, resolved complaints, and maintained high guest satisfaction

Handled bookings, payments, invoicing, and property management system tasks efficiently

Implemented effective bilingual communication in customer interactions and proposal preparations

Performed competitive analysis to optimize rates and improve service offerings

Delivered expert customer service by providing personalized recommendations on room options, hotel amenities, and local attractions, ensuring guests' preferences and needs were met efficiently., Managed the full reservation lifecycle, from processing bookings and payments to creating invoices for accommodations and ancillary services, ensuring accurate and timely billing., Conducted market research and competitive analysis to identify opportunities for rate optimization, and proposed strategic adjustments to improve service offerings and increase profitability., Verified and confirmed reservations within the hotel’s property management system, ensuring all guest bookings were accurate and confirmed prior to arrival., Prepared detailed quotations and tailored budget proposals for individual clients, corporate accounts, and group bookings, ensuring pricing transparency and aligning with client needs and preferences., Oversaw the guest check-in and check-out process, ensuring smooth arrivals and departures by handling all administrative tasks, including documentation, room assignments, and special requests., Addressed and resolved customer concerns and complaints in a professional and timely manner, ensuring a high level of guest satisfaction and brand loyalty., Collaborated with cross-functional teams, including housekeeping, front desk, and management, to ensure operational efficiency and deliver an exceptional guest experience., Maintained up-to-date knowledge of hotel promotions, seasonal offers, and local events to enhance guest experiences and increase sales opportunities., Effectively managed after-hours reservations and assisted guests during night shifts, ensuring 24/7 availability and support.

Resolving customer problems and inquiries in both languages., Preparation of bilingual quotations and commercial proposals., Managing product returns and exchanges in both languages., Processing customer orders and following up on delivery deadlines., Contact and recovery of customers who had negative experiences with the company., Management of customer documentation and processing of transactions and paperwork., Recording customer information in the company's system., Customer retention and loyalty.