Kayla Hochhalter
Bolivar,MO
Summary
Dynamic Reservation Agent with a proven track record at Capital Vacations, excelling in customer engagement and upselling services. Demonstrated expertise in travel bookings and problem-solving, consistently enhancing customer satisfaction and boosting revenue. Adept at managing inquiries and reservations with attention to detail and effective communication skills.
Overview
9
9
years of professional experience
Work History
Reservation Agent
Capital Vacations
01.2019 - 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, meal plans, and special event bookings.
- Handled billing information over phone.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Consistently met performance targets in both call handling time and customer service ratings, contributing to the overall success of the reservations department.
- Provided customers with information about availability and pricing.
Reservation Agent
Summer Winds Resort Services LLC
06.2017 - 01.2019
- 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, meal plans, and special event bookings.
- Handled billing information over phone.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
Vacation Sales Representative
Etour and Travel
12.2016 - 05.2017
- Developed expertise in various travel destinations, enabling personalized recommendations based on client preferences and interests.
- Enhanced team performance through active participation in training sessions and sharing best practices with peers.
- Communicated effectively with both internal and external partners, fostering a collaborative environment conducive to achieving shared objectives.
- Managed time efficiently to prioritize tasks, meet deadlines, and maintain a consistent level of productivity throughout the workday.
Vacations Sales Representative
Branson Travel Group
03.2016 - 11.2016
- Nurtured leads obtained from various marketing campaigns, converting prospects into satisfied customers through targeted outreach efforts.
- Increased vacation package sales by effectively communicating available options and tailoring recommendations to customer preferences.
- Collaborated with team members to share best practices and continuously improve sales strategies.
- Enhanced brand reputation by delivering exceptional customer service experiences throughout all stages of the vacation planning process.
Education
GED -
Stevens-Henager College
St. George, UT2015
Skills
- Customer engagement
- Phone etiquette
- Typing speed
- Telephone reception
- Call control
- Telephone reservations
- Hotel accomodations
- Travel bookings
- Travel planning
- Customer reservations
- Sales
- Problem-solving
- Payment processing
- Active listening
- Customer service
- Detail-oriented
- Creative thinking
- Attention to detail
- Problem-solving abilities
- Multitasking
Timeline
Reservation Agent
Capital Vacations
01.2019 - Current
Reservation Agent
Summer Winds Resort Services LLC
06.2017 - 01.2019
Vacation Sales Representative
Etour and Travel
12.2016 - 05.2017
Vacations Sales Representative
Branson Travel Group
03.2016 - 11.2016
GED -
Stevens-Henager College
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