Anthony Mascarenhas
Houston,TX
Summary
Proven customer service professional with a track record of enhancing guest satisfaction at Norwegian Cruise Line. Demonstrates exceptional customer assistance and work ethic, adept at resolving complaints and inquiries to boost retention rates. Skilled in accurate payment handling and reservation management, contributing to a positive and efficient service environment.
Overview
15
15
years of professional experience
Work History
Cashier at Gas Stations
Food Mart
09.2015 - Current
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Guest Service Representative
Norwegian Cruise Line
06.2009 - 03.2014
- Welcomed guests on arrival, displaying professional and friendly approach.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Resolved guest complaints and discrepancies in prompt and courteous manner.
- Answered hotel phones with professionalism and directed calls appropriately.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Contributed positively towards creating a welcoming atmosphere by maintaining a clean and organized front desk area at all times.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
- Enhanced guest satisfaction by providing exceptional customer service at the front desk.
- Collaborated closely with colleagues across departments to enhance overall guest experience throughout their stay.
Education
Pass 10th Grade - All
St Anthony High School
Goa 2004
Skills
- Customer Service
- Customer Assistance
- Work Ethic and Integrity
- Patience and Empathy
Languages
Hindi
Full Professional
English
Full Professional
Timeline
Cashier at Gas Stations
Food Mart
09.2015 - Current
Guest Service Representative
Norwegian Cruise Line
06.2009 - 03.2014
Pass 10th Grade - All
St Anthony High School
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