Ava Masliuk

Office Lead from December 2023 - February 2024

Reservation Agent from March 2023- December 2023

• Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
• Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
• Monitored guest feedback closely to identify areas of improvement in reservation processes and services, leading to enhanced overall guest experience.
• Enhanced customer satisfaction by efficiently managing reservation inquiries and bookings.
• Conducted regular audits of reservation records to ensure accuracy, minimizing discrepancies and potential conflicts.
• Established effective communication channels between departments for seamless coordination of guest services.
• Trained and mentored reservation agents, enhancing their skills for optimal performance and professional growth.
• Handled high volumes of incoming calls professionally while multitasking other administrative tasks essential to the role.

• Managed diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
• Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
• Negotiated contract terms with clients, securing favorable agreements for both parties.
• Updated spreadsheets with statistical, financial and non-financial information.
• Increased brand awareness by implementing targeted marketing campaigns and social media strategies.
• Created engaging content for Facebook and Instagram.