Heather Lee
Summary
Dynamic professional with a proven track record at Coastal Vacation Resorts at Oak Island, enhancing booking rates and customer satisfaction through expert reservation software knowledge and exceptional communication. Skilled in fostering teamwork and collaboration, significantly improving operational efficiency. Demonstrates empathy and patience, ensuring superior guest experiences.
Overview
24
24
years of professional experience
Work History
Lead Reservationist/Guest Service Coordinator
Coastal Vacation Resorts at Oak Island
Oak Island, NC
04.2019 - Current
- Analyzed reservation data to identify trends and provide recommendations for improvements in booking rates or occupancy levels.
- Enhanced customer satisfaction by efficiently handling reservations and providing personalized assistance.
- Streamlined reservation processes for increased team productivity and improved guest experiences.
- Fostered a positive work environment within the reservations team, promoting high morale and exceptional teamwork.
- Maintained strict confidentiality of guest information, adhering to company policies and data protection regulations.
- Maintained accurate records of all reservations, communicating updates to relevant departments in a timely manner.
- Participated in weekly meetings with department heads to review performance metrics and discuss areas for improvement or growth opportunities.
- Collaborated with other departments to ensure seamless guest experience from reservation through checkout.
- Resolved guest issues promptly, ensuring positive outcomes while upholding company standards.
- Managed high-volume phone calls, maintaining a courteous and professional demeanor throughout all interactions.
- Contributed to the development of marketing materials that showcased property offerings, enticing potential guests to book stays at the hotel or resort.
- Trained new reservationists on company policies, procedures, and software systems for consistent service quality.
- Established rapport with guests through thoughtful follow-up communications before arrival and after departure.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Handled billing information over phone.
- Provided customers with information about availability and pricing.
- Resolved various issues and discrepancies for customers.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
- 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.
- Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
- Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
- Provided follow through on all calls with confirmations and dissemination of requested information.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Produced and shared customer service reports to support management decision-making.
- Entered data, generated reports, and produced tracking documents.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
- Managed vendor relationships to secure best quality of services and products for organizational needs.
- Prioritized and managed multiple projects simultaneously, ensuring all met their deadlines and objectives without compromising quality.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Monitored front areas so that questions could be promptly addressed.
- Interceded between employees during arguments and diffused tense situations.
Private Housekeeper
Self-employeed
All Of Brunswick County, NC
05.2000 - Current
- Cleaned and organized kitchen and eating areas by washing dishes, removing trash and wiping down counters and surfaces.
- Implemented customized cleaning schedules tailored to individual client preferences and needs.
- Managed household tasks efficiently, ensuring timely completion and high-quality results.
- Improved overall cleanliness of homes with meticulous attention to detail during deep-cleaning tasks.
- Maintained confidentiality at all times, upholding privacy standards essential in private housekeeping roles.
- Enhanced client satisfaction by maintaining a clean and organized living environment.
- Maintained a safe and hygienic home by implementing thorough cleaning routines.
- Swept, mopped and polished floors to remove dirt and grime and restore floor's protective layer.
- Anticipated clients'' needs proactively, resolving issues before they escalated into larger problems.
- Polished and dusted furniture, antiques and high-priced valuables to preserve pieces.
- Established trust-based relationships with clients through consistent professionalism coupled with genuine empathy towards individual requirements.
- Contributed to a harmonious family atmosphere by maintaining open communication channels with clients regarding expectations and priorities.
- Coordinated maintenance services as needed, liaising with vendors to schedule appointments promptly and efficiently.
- Slid beds, sofas, and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Dusted picture frames and wall hangings with cloth.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Hand-dusted and wiped down office furniture, fixtures, and window sills to keep areas clean and comfortable.
- Disposed of trash and recyclables each day to avoid waste buildup.
- Vacuumed rugs and carpeted areas in offices, lobbies, and corridors.
- Adhered to professional house cleaning checklist.
- Operated electronic backpack vacuums and floor sweepers.
- Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Helped clients to maintain independence and quality of life.
Education
Certificate - Manicurist/Nail Technician
Brunswick Community College
Supply, NC05.2018
Skills
- Reservation software knowledge
- Empathy and patience
- Effective Time Management
- Exceptional communication
- Telephone reservations
- Task Delegation
- Advanced problem solving
- Customer Engagement
- Phone Etiquette
- Telephone reception
- Reservation software
- Call Control
- Travel bookings
- Schedule Maintenance
- Cost Planning
- Transportation information
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Time Management
- Attention to Detail
- Problem-solving abilities
- Multitasking
- Multitasking Abilities
- Reliability
- Excellent Communication
- Critical Thinking
- Organizational Skills
- Team Leadership
- Creative Thinking
- Active Listening
- Effective Communication
- Adaptability and Flexibility
- Decision-Making
- Detail Oriented
- Relationship Building
- Phone and Email Etiquette
- Data Entry
- Task Prioritization
- Self Motivation
- Interpersonal Skills
- Analytical Thinking
- Documentation
- Professionalism
- Goal Setting
- Interpersonal Communication
- Documentation And Reporting
- Staff Training
- Payment Processing
- Time management abilities
- Continuous Improvement
- Issue Resolution
- Adaptability
- Written Communication
- Professional Demeanor
- Problem-solving aptitude
- Reservation Confirmation
- Accommodation Planning
- Invoice Preparation
- Upselling and Cross Selling
- Reservation Management
- Computer Reservation Software
- Analytical Skills
- Regulatory Compliance
- Microsoft Office
- Team Collaboration
- Record preparation
- Upselling proficiency
Timeline
Lead Reservationist/Guest Service Coordinator
Coastal Vacation Resorts at Oak Island
04.2019 - Current
Private Housekeeper
Self-employeed
05.2000 - Current
Certificate - Manicurist/Nail Technician
Brunswick Community College