JENNIFER HOUSER
New York,NY
Summary
Professional reservations expert with strong background in customer service and hospitality management. Skilled in optimizing booking systems, managing team dynamics, and ensuring high customer satisfaction. Reliable and adaptable, known for fostering collaboration and consistently delivering results. Efficient in using reservation and sales software, handling inquiries, and coordinating with various departments to meet changing needs.
Overview
19
19
years of professional experience
Work History
Reservation Manager
Villatel
New York And Florida
11.2019 - Current
- Oversee all aspects of the reservation process, including handling inquiries, managing bookings, confirming reservations, and resolving issues or discrepancies, ensuring accuracy, efficiency, and compliance with policies and procedures.
- Utilized property management systems to streamline reservation workflows and maintain 100% data accuracy for internal reporting and auditing.
- Maintained adherence to confidentiality protocols and financial documentations across all guest records, ensuring audit readiness.
- Utilized property management systems to streamline reservation workflows and data accuracy.
- Co-trained 20+ new hires, reducing onboarding time and ensuring consistent service delivery.
- Developed policies and procedures for the reservations department, ensuring consistency and adherence to brand standards.
- Acted as a liaison between reservations and other hotel departments, ensuring seamless communication and efficient problem resolution.
- Coordinated cross-departmental for 20+ cases weekly, improving case resolutions by 15%.
- Collaborated with leadership to improve workflows and boost investor satisfaction.
- Serve as the first point of contact for Specialist questions, system issues, and guest escalations.
- Ensure proper coverage, schedule adherence, and workload distribution across shifts.
- Identify trends, gaps, or inefficiencies and escalate opportunities for improvement to the Reservations Director.
- Provide real-time supervision and support to Reservations Specialists during daily operations to maintain high performance and service standards.
- Implemented training programs for reservation agents, improving their skills and enhancing overall performance.
Customer Experience Lead/Office Assistant
Tomorrow Sleep
New York
04.2017 - 08.2019
- Master our internal management system to efficiently and effectively process sales orders, returns and exchanges.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous process enhancements.
- Trained and mentored new team members, improving overall team performance and knowledge base.
- Led efforts to streamline communication channels, allowing for faster issue resolution and a more cohesive customer experience.
- Managed approximately 50+ incoming calls, emails, and chats per day from customers.
- Prepared leadership's monthly expense reports.
- Maintained accurate appointment schedules, optimizing time management for staff and clients.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Monitored and screened visitors to verify accessibility to inter-office personnel.
- Routed incoming mail and messages to relevant personnel without delay.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
Customer Service Representative
Tommy John
New York
06.2015 - 04.2019
- Managed order processing and tracking using CRM systems, ensuring timely updates for clients.
- Resolved 30+ daily customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Lead projects such as the Trial Program, Customer Reach Out, and Comfort Concierge.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
Supportive Housing Case Manager
Easter Seals of NJ
Eatontown, NJ
06.2007 - 05.2015
- In charge of detailed and confidential records for clinical charts and case notes with 100% accuracy.
- Developed individualized housing plans to address client needs and preferences.
- Upheld ongoing therapeutic relationships while collaborating with healthcare providers and local agencies to secure resources and support services for clients.
- Conducted regular assessments to evaluate housing stability and client progress.
- Customized agreements and legal documents (i.e. leases, guests’ guidelines, etc.).
- Conducted intake assessments (interviews) with new clients.
- Provided crisis intervention services to individuals facing medical, emotional and mental health challenges.
- Coordinated with local agencies to secure resources and support services for clients.
Education
Bachelor of Science - Social Work
Monmouth University
West Long Branch05.2007
Skills
- Confidential record keeping and data entry
- Account reconciliation
- Staff training and development
- Organization/Schedule Management
- Quick learner and multitasker
- Customer service and satisfaction
- Order processing
- Teamwork and collaboration
- Attention to detail
- Zendesk, Magento, XPO, Track HS, Opera, JAS, Braintree
Timeline
Reservation Manager
Villatel
11.2019 - Current
Customer Experience Lead/Office Assistant
Tomorrow Sleep
04.2017 - 08.2019
Customer Service Representative
Tommy John
06.2015 - 04.2019
Supportive Housing Case Manager
Easter Seals of NJ
06.2007 - 05.2015
Bachelor of Science - Social Work
Monmouth University