Jolene Nicholson
De Pere
Summary
Guest-oriented reservation agent with advanced customer service skills. Proficient in effectively managing daily correspondences and operational tasks to exceed customers' expectations. Friendly, organized and hardworking with strong computer skills.
Overview
4
4
years of professional experience
2011
2011
years of post-secondary education
Work History
Reservations Supervisor
Oneida Casino Hotel
Oneida
03.2022 - Current
- Supervised daily reservations operations for hotel and gaming facilities.
- Coordinated with front desk to manage guest check-ins and special requests.
- Trained and mentored staff on reservation systems and customer service protocols.
- Implemented process improvements to streamline reservation workflows efficiently.
- Monitored reservation system for accuracy and timely updates on bookings.
- Assisted with training new employees on the reservation process.
- Performed administrative tasks such as filing documents or processing payments.
- Advised customers on hotel services, amenities, rates, availability and packages offered.
- Assisted customers via phone by providing confirmations, answering questions, and offering general information.
- Researched and resolved customer issues.
- Relayed information on availability, pricing, and discounts to customers.
- Maintained confidentiality of customer information in compliance with privacy regulations.
- Assisted in resolving guest inquiries and complaints with professionalism.
- Implemented strategies to increase revenue through up-selling techniques.
- Reviewed guest profiles for special requests or preferences.
- Responded promptly to emails or phone inquiries about reservations.
- Monitored customer service levels to ensure quality standards were met.
- Maintained records of all bookings and cancellations in the system.
- Reviewed guest information and payment options, checking for accuracy, and completeness.
Education
Oneida Community Education
Oneida, WiSkills
- Reservation management
- Customer relationship management
- Microsoft Office Suite
- Booking system administration
Timeline
Reservations Supervisor
Oneida Casino Hotel
03.2022 - Current
Oneida Community Education