Angela Thyng
Dunnellon
Summary
Professional reservations expert with strong background in customer service and hospitality management. Skilled in optimizing booking systems, managing team dynamics, and ensuring high customer satisfaction. Reliable and adaptable, known for fostering collaboration and consistently delivering results. Efficient in using reservation software, handling guest inquiries, and coordinating with various departments to meet changing needs.
Overview
39
39
years of professional experience
1
1
Certification
Work History
Reservations Manager
Paddletail Waterfront Lodge
12.2023 - Current
- Answer all calls, internal and external, in a courteous and professional manner. Processes reservations from the sales office, other hotel departments, and travel agents. Communicates reservation information to the front desk and housekeeping.
- Handled special requests from guests with utmost professionalism, personalizing their stay experience whenever possible.
- Maintained accurate records of bookings on hotel reservation system.
- Negotiated contracts with corporate clients for preferred rates or allotments, strengthening partnerships and generating additional revenue streams.
- Developed policies and procedures for the reservations department, ensuring consistency and adherence to brand standards.
- Spoke with local travel agents to arrange discounted hotel offers to improve booking levels.
- Enhanced customer satisfaction by efficiently managing reservations and providing exceptional service.
- Streamlined reservation processes for increased efficiency and improved guest experience.
- Coordinated group bookings for events or conferences, ensuring a seamless process from inquiry to checkout.
- Provided customers with information about availability and pricing.
- Handled billing information over phone.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Customer Service Representative
Dialamerica
04.2023 - 12.2023
- Handled customer complaints and inquiries in a courteous and efficient manner.
- Provided exceptional customer service to ensure customer satisfaction.
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
- Developed positive relationships with customers through friendly interactions.
- Responded to telephone inquiries and complaints following standard operating procedures.
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships.
- Adhered to company policies and procedures while providing superior service.
- Assisted customers with product selection by providing detailed information about available products and services.
- Updated and maintained database with accurate customer information and timely data entry.
- Maintained logs and documentation to detail key information regarding incoming and outgoing calls.
- Monitored daily performance metrics such as call volume, wait times, resolution times.
- Handled escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions.
- Provided exceptional customer service to clients in fast-paced call center environment.
- Read from scripts to promote uniformity and consistency in communications.
- Used job-related software to complete contract forms, prepare change of address records or issue service discontinuance orders.
- Compiled with corporate and regulatory policies regarding information confidentiality and privacy.
Front Desk Manager
Misty Harbor Resort
05.1986 - 01.2023
- Developed strong customer service and communication skills while managing a busy front desk.
- Trained new staff members on front desk procedures and best practices.
- Assisted guests with check-ins and check-outs, reservations, room changes.
- Maintained an organized ling system for guest records and paperwork.
- Provided quality customer service to guests by greeting them warmly and addressing their needs promptly.
- Maintained strict confidentiality of guest information at all times.
- Updated computer systems with relevant information regarding guests' stays.
- Performed daily administrative tasks such as data entry, answering phones, and responding to emails in a timely manner.
- Analyzed customer complaints and implemented solutions accordingly.
- Reviewed daily front office work and activity reports generated by night audits.
- Trained and supervised new front desk staff members, providing guidance and coaching as needed.
- Maintained accurate records of guest room bookings, cancellations, no-shows, payments, to ensure accuracy in billing procedures.
Education
HIGH SCHOOL DIPLOMA - BUSINESS
Noble High School
Berwick, ME01.1988
Skills
- Microsoft Excel
- Office Equipment Proficiency
- Recordkeeping Strengths
- Customer Relations
- Administrative skills
- Customer service
- Problem-Solving Ability
- Refund Processing
- Customer Account Management
- Records Preparation
- Listening skills
- Brand Representation
- Microsoft Office
- Credit Card Payment Processing
- Customer relations
- Call Center Operations
- Hotel reservation systems
- Filing
- Guest safety
- Computer Proficiency
- CRM Software
- Customer Service
- Active Listening
- Conflict management
- Service Standard Compliance
- Typing Proficiency
- Time management
- Customer satisfaction
- Hotel management
Certification
- Real Estate License State Of Maine
- November 2016 to November 2024
- Develop a marketing plan for clients designed to attract and address the needs of buyers
- Gather client information concerning their desired features in a home, financial ability, home types and neighborhoods of interest
- Identify properties for sale through the multiple listing service and present them to clients
- Pre-screen and qualify all potential buyers before allowing them onto a client’s property
- Assist clients as they explore their financial options
- Present all offers to clients
- Preside over negotiations and advise clients on suitable courses of action
Timeline
Reservations Manager
Paddletail Waterfront Lodge
12.2023 - Current
Customer Service Representative
Dialamerica
04.2023 - 12.2023
Front Desk Manager
Misty Harbor Resort
05.1986 - 01.2023
HIGH SCHOOL DIPLOMA - BUSINESS
Noble High School
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