BONNIE CABRALES GUDINO
Lahaina,HI
Summary
Experienced Reservation Agent with a background in travel and hospitality industries. Strengths include strong communication skills, problem-solving capabilities, and a customer-focused approach. Made significant impact in enhancing customer satisfaction through effective reservation management. Skilled in using various reservation systems, showcasing adaptability and technological acumen.
Overview
24
24
years of professional experience
Work History
Reservation Agent
Hyatt Regency Maui Resort and Spa
Lahaina, Hawai
11.2007 - Current
- Verified customer information including contact details and payment method.
- Provided support to other departments when needed.
- Provided customers with information on hotel services, amenities, and packages.
- Processed customer payments for reservations over the phone.
- Offered personalized recommendations based on guest preferences.
- Generated reports on occupancy rates, cancellations, and no-shows.
- Maintained a thorough understanding of hotel policies and procedures.
- Demonstrated ability to work independently as well as collaboratively within a team environment.
- Resolved guest complaints by providing exceptional customer service.
- Performed daily audits of reservation data to ensure accuracy.
- Answered inbound calls and responded to customer inquiries regarding reservations.
- Advised guests on local attractions and activities available nearby.
- Assisted customers with special needs or requests such as room upgrades or late check-outs.
- Scheduled reservation requests and maintained accurate records of bookings.
- Ensured all reservations were properly documented in the system.
- Assisted customers via phone by providing confirmations, answering questions and offering general information.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Built and maintained productive relationships with employees.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Transmitted information or documents to customers through email, mailings or facsimile machine.
Guest Service Agent/Relief Supervisor
Hyatt Regency Waikiki Beach Resort And Spa
Honolulu, HI
11.2006 - 11.2007
- Greeted guests with a friendly and welcoming attitude.
- Verified accuracy of billing statements before presenting them to guests for payment processing.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Streamlined daily operations, including check-in and check-out processes, to increase efficiency, and satisfaction.
- Responded to guests, including email, telephone, and in-person inquiries.
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
- Mentored new staff on correct procedures, compliance requirements and performance strategies.
- Responded to telephone calls from guests promptly and courteously.
- Assisted in resolving customer complaints in a courteous and professional manner.
- Updated daily records such as occupancy reports, registration cards.
- Registered guests into the computer system accurately and efficiently.
- Managed guest check-in and check-out procedures, reservations and payments.
Front Desk Agent/Rooms Controller
Hyatt Regency Maui Resort and Spa
Lahaina, HI
07.2000 - 08.2006
- Provided excellent customer service while upholding company policies.
- Issued room keys and escort instructions to bellhops.
- Advised housekeeping staff of rooms vacated and ready for cleaning.
- Computed bills, collected payments and made change for guests.
- Contacted housekeeping or maintenance staff to report room or building issues.
- Recorded guest comments or complaints, escalating to management for immediate resolution.
- Performed bookkeeping activities to balance accounts and conduct nightly audits.
- Deposited guest valuables in hotel safes or safe-deposit boxes.
- Managed reservations through various computer systems such as Opera PMS
- Processed payments accurately and efficiently.
- Assisted with check-in and check-out procedures for guests.
- Managed cash drawer responsibly throughout shift.
- Inputted guest information into computer system accurately and securely.
- Answered telephones and greeted visitors to assist, answer questions and direct.
Education
High School Diploma -
Waialua High School
Waialua, HI05-1994
Associate of Arts - General
University of Hawaii At Manoa
Honolulu, HISkills
- Customer reservations
- Detail Oriented
- Data Entry
- Phone Etiquette
- Problem-Solving
- Organizational Skills
- Team Leadership
- Multitasking
- Time Management
- Excellent Communication
- Decision-Making
- Creative Thinking
- Customer Service
- Relationship Building
- Task Prioritization
Accomplishments
- Employee of the Month, March 2023
Timeline
Reservation Agent
Hyatt Regency Maui Resort and Spa
11.2007 - Current
Guest Service Agent/Relief Supervisor
Hyatt Regency Waikiki Beach Resort And Spa
11.2006 - 11.2007
Front Desk Agent/Rooms Controller
Hyatt Regency Maui Resort and Spa
07.2000 - 08.2006
High School Diploma -
Waialua High School
Associate of Arts - General
University of Hawaii At Manoa
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