Maria Regina Mara Santiago
Casa Grande,AZ
Summary
Dynamic Business Travel Consultant Manager with laser-like focus on marketing and providing customer satisfaction. Exceptional scheduler with expertise in time management. Career success in travel and hospitality for private, global and corporate customers. Personable travel Consultant used to fast-paced, deadline-driven environments. Expert in overseas travel and cruise vacation packages.
Overview
25
25
years of professional experience
Work History
Business Travel Consultant Manager
American Express Middle East
05.2004 - 11.2023
- Maintained updated knowledge of airline regulatory requirements and industry standards for client support.
- Communicated travel policies to clients and collaborated with preferred vendors to maximize company profit.
- Prepared itineraries to deliver travel arrangements to clients.
- Responded promptly to clients regarding visa, passport and security inquiries.
- Processed credit and debit payments and handled confidential information with discretion.
- Reserved hotel rooms for business travelers based on individual preferences, schedules and budgets.
- Explained benefits of purchasing travel insurance with clients.
- Reviewed team sales, itineraries and packages to verify compliance with travel regulations and internal policies.
- Searched and confirmed travel reservations for customers.
- Used company tools and systems to complete requests.
- Analyzed airline rules, regulations and tariffs and discussed international fare construction and visa and passport requirements with clients.
- Helped clients achieve lowest fairs fares and minimize risks of penalties.
- Used successful consultative strategies to close new package sales.
- Responded immediately to clients' questions, issues, and complaints and found effective solutions when required.
- Handled travel arrangements for groups, couples, executives and special needs clients.
- Took payments via credit and debit cards and handled all sensitive information with professionalism and discreteness.
- Addressed client inquiries and resolved issues and complaints regarding various travel arrangements.
- Sustained operational efficiencies, coordinating domestic/international customer travel accommodations while managing airfare, hotel bookings and rental car reservations.
- Asked open-ended questions to best understand client needs and determine best travel offerings.
- Enhanced customer satisfaction ratings, researching travel options, negotiating rates, presenting best deals and resolving issues efficiently.
- Established base of loyal clientele due to excellent listening and research skills and keen understanding of travel budgets.
- Cultivated strong value-added relationships with customers daily by delivering accurate travel itinerary and knowledge to drive business development.
- Mitigated financial discrepancies, accurately collecting customer fees, managing refunds and providing accurate travel documentation.
- Researched and created memorable and exquisite travel itineraries for high-level clients, celebrities, politicians and business executives.
- Promoted product branding initiatives, ensuring travel brochures and promotional literature are displayed prominently.
- Achieved top satisfaction, retention and referral rankings on consistent basis.
- Improved productivity initiatives, managing office support tasks and coordinating itinerary and scheduling appointments.
- Strengthened traceability by developing organization systems for contracts, records, reports and agendas.
- Increased bottom-line revenue, monitoring travel competitor activity to maintain most competitive rate.
- Provided top quality control to eliminate downtime and maximize revenue.
- Coordinated group travel arrangements for meetings or events involving attendees from multiple locations.
- Managed complex itineraries for multiple travelers, coordinating flights, accommodations, and ground transportation.
- Maintained accurate records of all bookings, modifications, cancellations, and related transactions in the company database.
- Developed strong relationships with vendors, ensuring negotiated rates and preferred availability for clients.
- Assisted clients with flight changes and cancellations to minimize travel disruptions.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Helped customers with passport and visa applications.
Corporate Travel Consultant
Kanoo Travel
04.2001 - 04.2004
- Adhered to all rules, regulations and protocols.
- Made travel reservations, including flights, hotel and rental cars.
- Delivered superior customer service to all clients to foster lasting rapport and secure new assignments.
- Built client base through exceptional listening and aptitude for optimizing travel budgets.
- Worked with groups, couples and executive clients to arrange travel arrangements.
- Coordinated travel arrangements by booking hotel rooms, car rentals and flights for staff.
- Responded immediately to clients' questions, issues, and complaints and found effective solutions when required.
- Handled travel arrangements for groups, couples, executives and special needs clients.
- Took payments via credit and debit cards and handled all sensitive information with professionalism and discreteness.
- Addressed client inquiries and resolved issues and complaints regarding various travel arrangements.
- Sustained operational efficiencies, coordinating domestic/international customer travel accommodations while managing airfare, hotel bookings and rental car reservations.
- Asked open-ended questions to best understand client needs and determine best travel offerings.
- Enhanced customer satisfaction ratings, researching travel options, negotiating rates, presenting best deals and resolving issues efficiently.
- Established base of loyal clientele due to excellent listening and research skills and keen understanding of travel budgets.
- Cultivated strong value-added relationships with customers daily by delivering accurate travel itinerary and knowledge to drive business development.
- Mitigated financial discrepancies, accurately collecting customer fees, managing refunds and providing accurate travel documentation.
- Researched and created memorable and exquisite travel itineraries for high-level clients, celebrities, politicians and business executives.
- Achieved top satisfaction, retention and referral rankings on consistent basis.
- Improved productivity initiatives, managing office support tasks and coordinating itinerary and scheduling appointments.
- Provided top quality control to eliminate downtime and maximize revenue.
- Aided senior leadership during executive decision-making process, and generated daily reports to recommend corrective actions and improvements.
- Offered exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Increased bottom-line revenue, monitoring travel competitor activity to maintain most competitive rate.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Juggled multiple projects and tasks to ensure high quality and timely delivery.
- Demonstrated self-reliance by meeting and exceeding workflow needs.
Buiness Travel Consultant
Bahrain International Travel
06.2000 - 06.2001
- Responded immediately to clients' questions, issues, and complaints and found effective solutions when required.
- Offered exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Handled travel arrangements for groups, couples, executives and special needs clients.
- Took payments via credit and debit cards and handled all sensitive information with professionalism and discreteness.
- Sustained operational efficiencies, coordinating domestic/international customer travel accommodations while managing airfare, hotel bookings and rental car reservations.
- Asked open-ended questions to best understand client needs and determine best travel offerings.
- Enhanced customer satisfaction ratings, researching travel options, negotiating rates, presenting best deals and resolving issues efficiently.
- Established base of loyal clientele due to excellent listening and research skills and keen understanding of travel budgets.
- Cultivated strong value-added relationships with customers daily by delivering accurate travel itinerary and knowledge to drive business development.
- Mitigated financial discrepancies, accurately collecting customer fees, managing refunds and providing accurate travel documentation.
- Researched and created memorable and exquisite travel itineraries for high-level clients, celebrities, politicians and business executives.
Business Travel Consultant
Omeir Travel Agency
03.2000 - 06.2000
- Provided exceptional customer service, addressing concerns and resolving issues promptly.
- Analyzed client spending patterns to identify opportunities for additional cost savings or process improvements.
- Enhanced client satisfaction by providing personalized and efficient travel booking services.
- Collaborated with team members to ensure seamless service delivery during high-volume periods.
Corporate Travel Consultant
Dnata
07.1998 - 08.1999
Education
Bachelor of Science - Hotel And Restaurant Management
St Scholastica's College
Manila, Philippines06.1986
Skills
- International reservations
- Leisure travel
- Travel arrangements
- Client Relations
- Reservations Booking
- Itineraries
- Credit card payments
- Administrative tasks
- Retail sales
- Reliable and trustworthy
- Global destinations
Courses Attended
BSP Ticketing on Sabre - Conducted by Gulf Air Bahrain - March 2001
Galileo Car & Room Master Course - Emirates Training College Dubai - March 1999
Galileo Fares & Ticketing Course - Emirates Training College Dubai - August 1998
Galileo Core System Course - Emirates Training College Dubai - August 1998
IATA and UFTAA Course - Gulf Academy Bahrain - March 1993
Gulf Air Ticketing Course - Gulf Air Bahrain - October 1992
Basic and Advance Tariff/Ticketing Course - May - December 1987
Seminars Attended
Luffthansa - Product and Fares Updates - 2003
British Airways - Product and Fares Workshops - May 1999
Qantas - Travel Agent Workshop - Sept 1997
Cathay Pacific - Travel Agent Workshop - May 1995
Singapore Airlines - Travel Agent Seminar - September 1992
US Air Manila - Fare Seminar - March 1990
Eastern Airlines Manila - Fare Seminar - April 1986
Timeline
Business Travel Consultant Manager
American Express Middle East
05.2004 - 11.2023
Corporate Travel Consultant
Kanoo Travel
04.2001 - 04.2004
Buiness Travel Consultant
Bahrain International Travel
06.2000 - 06.2001
Business Travel Consultant
Omeir Travel Agency
03.2000 - 06.2000
Corporate Travel Consultant
Dnata
07.1998 - 08.1999
Bachelor of Science - Hotel And Restaurant Management
St Scholastica's College
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