Customer Service Officer
Methabook
Total years of experience :4 years, 2 Months
Handle agent’s various type of requests/queries related to accommodation, service reservation and others.
Handle book outs and ensure clients are well compensated and satisfied / identifying and assessing client’s needs to achieve satisfaction.
Handle client’s complaints, provide appropriate solutions and alternatives within the time frame; follow up to ensure resolutions.
Handling complaints for on the spot bookings.
Handling relocation and force majeure issues.
Handled 24/7 emergency line for on the spot bookings.
Handle and maintain the accuracy of the bookings between the clients and the suppliers to minimize errors in the reservations.
Ability to prioritize workload and meet deadlines.
Provide alternative accommodation for denied bookings.
Respond within 24 hours to all customers’ email request.
Liaise with suppliers to resolve customer issues with maximum efficiency.
Retain and convert business by providing an utmost level of customer service.
Knowledge in Juniper and Iboosy System
Performed other duties as may be assigned.
Improve and maintain the quality of data on the hotel profiles contained within the company website. This include hotel names, addresses, description, images and defined flags, amongst other data.
Ensure the data relating to each service is accurate and reliable for the reader.
Review pre-existing hotel content to ensure its relevance and accuracy in the system, in order that customers have a concise description of the product.
Quality Assurance checking of new hotel content to ensure that all data are entered accurately in the system.
Write, edit and proofread hotel content in accordance with company guidelines.
Process and upload images from various sources to the company website that will be accessible by our customers.
Professional Tourism - Dubai - March 2007 to July 2014
Assistant Operations Manager
Responsible in negotiating and contracting hotels, self-catering or serviced apartments.
Managed the best available rates and availability in new hotels and re-contracting existing agreements.
Negotiated and contracted extra services like transfer, limousine and excursions.
Responded to all reservations inquiries by mail, telephone, telefax etc. in a pro-active manner in order to convert as many of these as possible to confirmed reservation.
Provided travel information, itineraries, prices and processes reservations from the sales offices, hotels, airlines etc.
Performed daily activities of reservations department and use selling techniques to promote package, tours etc.
Handle customer complaints and concerns, counsel clients on terms and conditions of travel agency, hotels, airlines etc.
Monitored reservation team.
Booked reservations at the hotel and send out confirmation notices to the clients/customers.
Processed payments and refunds from clients, hotels, airlines.
Maintained the highest levels of communication between the Sales & Reservations Office in all the hotels
Served customers professionally to achieve excellent level of satisfaction and generate revenue.
Actively engaged with contracted partners.
Managed conflict, negotiate and resolve issues.
Handled petty cash and monitored company expenses
Travel Zone Tourism - Dubai - November, 2007 to March, 2008
Reservations Agent
Performed daily activities specific to the Reservations Department
Ensured prompts, polite, accurate handling of all reservation calls
Performed office activities to ensure that all bookings and enquiries are answered immediately
Performed other duties as may be assigned
Corp Executive Hotel - Dubai - July, 2007 to November, 2007
Sales Coordinator - Sales & Marketing Department
The Legend Hotel - Philippines - 1995 to 2006
Account Executive for Corporate and Social Events
Sales Secretary / Receptionist
Sales and Marketing Department
Shangri La Edsa Plaza Hotel - Mandaluyong, Philippines - 1992 to 1994
FOOD ATTENDANT
Food and Beverage Department