DIANNA NELSON
Portsmouth,Commonwealth of Dominica
Summary
Dynamic and results-driven professional with a strong foundation in customer service and hospitality management. Demonstrates expertise in reservation software such as Holidex and Opera, alongside proficiency in hotel booking platforms. Known for implementing effective up-selling strategies and maintaining strong interpersonal relations, ensuring exceptional guest experiences. Adept at managing bookings, processing refunds, and handling cancellations with precision and empathy. Committed to punctuality, reliability, and understanding of hotel policies, including billing and invoicing competency. Career goals include advancing within the hospitality industry by leveraging financial acumen and decision-making judgement to enhance operational efficiency.
Overview
18
18
years of professional experience
2
2
years of post-secondary education
Work history
RESERVATIONS AGENT
2022.06
- Booking rooms for potential guest, sending out quotations, responding to emails, assisting guest with pre-arrival details
Reservation Agent
Intercontinental Dominica Cabrits Resort & Spa
Portsmouth, Dominica
2020.10 - Current
- Escalated unresolved issues where necessary, ensuring guest satisfaction at all times.
- Ensured seamless booking experience by managing all reservation processes efficiently.
- Improved customer relationships through handling complaints professionally and promptly.
- Implemented new strategies for better organisation of reservation data.
- Managed complex bookings with attention to detail and professionalism.
- Assisted customers in the reservation process swiftly and accurately for enhanced satisfaction levels.
RECEPTIONIST
CABRITS RESORT AND & SPA KEMPINSKI
Portsmouth, Dominica
2019.09 - 2020.03
- Front desk agent – greeting, welcoming, checking in and out of guests and overall ensuring guests have an exceptionally comfortable stay.
- Utilised multi-line telephone system to manage incoming calls effectively.
- Served as the initial point of contact for guests; providing warm greetings and helpful assistance upon arrival.
BARRISTER
RITUALS COFFEE HOUSE (ST. KITTS)
2017.10 - 2018.01
- Barrister – overall floor operations. Cashier, customer service representative, serving customers food and drink.
SUPERVISOR
MAPAU CASINO (ST. KITTS)
2016.10 - 2017.03
- Responsible for the overall operations on a daily basis, accounting, staff and bars.
SUPERVISORY/ADMINISTRATIVE
MAPAU CASINO
2014.10 - 2016.01
- Supervisor in charge of accounting and staff operations on a daily basis.
SUPERVISORY/ADMINISTRATIVE
RITUALS COFFEE HOUSE
2008.04 - 2010.12
- Supervisor of a team 7 persons. Maintained inventory. Overall maintenance of the facility.
Education
Associate’s Degree - Hospitality
Dominica State College
2020.09 - 2022.07
High School Diploma - undefined
Academix School of Learning
Skills
- Outspoken
- Straightforward
- People person
- Financially inclined
- Up-Selling strategies implementation
- Strong interpersonal relations
- Reservation software proficiency
- Basic accounting knowledge
- Punctuality and reliability
- Hotel policies familiarity
- Reservation confirmation promptness
- Cancelation policy understanding
- Billing and invoicing competency
- Customer Service
- Calm under pressure
- Product knowledge
- Refund processing
- Cancellation management
- Booking management
- Holidex
- Opera
- Reservation billing
- Professional telephone etiquette
- Customer relationship management tools
- Hotel booking platforms
- Decision-Making judgement
- Empathy and understanding
- Detail oriented
- Quick learner
REFERENCES
- Antonia, Harris, Assistant Director of Human Resources, 767-445-1000, Cabrits Resort & Spa Kempinski Dominica
- Francine, Francois, Events Coordinator, 767-315-0540, 767-614-2548, Cabrits Resort & Spa Kempinski Dominica
ACTIVITIES
Secretary of the Portsmouth Carnival Committee. Secretary of the Portsmouth Carnival Committee.
Timeline
RESERVATIONS AGENT
2022.06
Reservation Agent
Intercontinental Dominica Cabrits Resort & Spa
2020.10 - Current
Associate’s Degree - Hospitality
Dominica State College
2020.09 - 2022.07
RECEPTIONIST
CABRITS RESORT AND & SPA KEMPINSKI
2019.09 - 2020.03
BARRISTER
RITUALS COFFEE HOUSE (ST. KITTS)
2017.10 - 2018.01
SUPERVISOR
MAPAU CASINO (ST. KITTS)
2016.10 - 2017.03
SUPERVISORY/ADMINISTRATIVE
MAPAU CASINO
2014.10 - 2016.01
SUPERVISORY/ADMINISTRATIVE
RITUALS COFFEE HOUSE
2008.04 - 2010.12
High School Diploma - undefined
Academix School of Learning