LUCELEMNE CORDOVA

Instant Service Agent

InterContinental Times Square

New York, US

06.2010 - 12.2022

Company Overview: IHG Hotel Group.
Provide real-time customer support through live chat, assisting guests with reservations, room availability, and hotel policies.
Address guest inquiries, complaints, and special requests promptly, enhancing overall satisfaction.
Review all requests for accuracy, and take action when needed.
Correctly handled phone calls and directed them to the appropriate recipients.
Maintain customer accounts, ensuring that addresses, phone numbers, and emails are updated.
Take in-room dining orders and housekeeping requests via phone and chat.
Screened and prioritized incoming calls, determining urgency, and routing to appropriate personnel to ensure prompt responses.
Served as a key liaison between management and staff, facilitating clear communication, and ensuring alignment on priorities and objectives.
Provide friendly and professional service to guests by answering inquiries, taking orders, and offering menu recommendations when needed.
Relay orders to kitchen or room service staff in a timely and clear manner, ensuring all guest requests are met efficiently.
Address guest complaints or issues with orders, finding solutions that ensure guest satisfaction.
Maintain and organize guest data to ensure it is easily accessible for future reference.
Help guests with troubleshooting issues related to room technology, such as television settings, or phone connections.
Coordinate with different departments, including housekeeping and maintenance, to ensure that guest requests and reservations are met.
Maintained a calm and patient demeanor while dealing with technical support requests in high-pressure environments.
Communicate updates or changes to guest reservations through email, phone, or text.
Assisted guests in requesting and completing authorization forms, ensuring that all necessary information was gathered and processed accurately.
Guided guests through the form submission process, addressing any questions or concerns, to ensure a smooth experience.