Heather Booker

Reservation Agent /Owner Service

The Carriage House Hotel

02.2000 - Current

Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
Resolved various issues and discrepancies for customers.
Boosted revenue with upselling additional services such as room upgrades,
Handled billing information over phone.
Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
Worked closely with front desk to achieve full occupancy of property.
Provided personalized assistance for guests with specific needs or requests, fostering positive relationships and repeat business.
Consistently met performance targets in both call handling time and customer service ratings, contributing to the overall success of the reservations department.
Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
Provided support during peak periods or staff shortages by cross-training in other areas of the hotel, demonstrating versatility and commitment to customer service excellence.
Maintained high levels of efficiency by managing multiple phone lines and email correspondence for reservation requests and adjustments.
Provided customers with information about availability and pricing.
Assisted in training new hires on proper procedures, software usage, and company policies ensuring consistent performance levels across the reservations team.
encouraging repeat business.
Participated in weekly team meetings to discuss challenges and brainstorm solutions, fostering culture of continuous improvement.
Reduced booking errors by introducing double-check system before finalizing reservations.
Streamlined communication between departments, ensuring that all special requests were handled efficiently.
Trained new agents in reservation software and customer service excellence, elevating overall team's performance.
Resolved customer complaints with empathy and quick problem-solving, leading to decrease in negative feedback.