Customer Service professional
Hospitality Dynamics
Total des années d'expérience :5 years, 0 Mois
• Greeting and entertaining walk in customers amicably.
• Marketing and selling products on behalf of intercontinental Group of Hotels and ensuring steady influx of customers in these Hotels
• Making Customer Activation calls and handling complaints
• Receiving and following up with customers enquiries or requests through telephone calls and Emails within the appropriate time frame
• Resolving Technical Issues corresponding to the programs mobile Application.
• Receiving and making Hotel and Restaurant reservations on behalf of clients.
• Retaining members who request cancellation.
• Greet guests and complete the registration process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of rooms, coding electronic keys, promoting marketing programs, providing a welcome packet and ensuring guest knows location of room and/or has a bell person accompany him/her
• Assist guests with check-out including, but not limited to, ensuring rooms and services are correctly accounted, using the point-of-sale system, handling money, processing credit and debit cards, accepting and recording various forms of payment, converting foreign currency, making change and processing gift certificates and cards
• Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries
• Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy
• Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner
• Field guest complaints, conduct research and resolve and negotiate solutions for guest satisfaction
• Receive, input, retrieve and relay messages to guests
We wrote the General Certificate of Examination where I passed 3 out of 3 papers