Petit P Joly

• Assisted customers with making reservations and entered reservation details into computer system.
• Answered approximately 20-30 phone calls and emails regarding customers inquires, concerns and complaints per day
• Converted inbound calls into sales 85% of time

• Informed clients of policies and procedures.
• Obtained client information by answering telephone calls.
• Resolved caller issues quickly and thoroughly.
• Handled and promptly resolved customer complaints to maintain professional relationships.

• Overseeing daily operation, ensuring compliances with Resinate and Opera Cloud with Hotel policy and provide exceptional Forbes 5 stars service to guest
• Also responsible on making sure all deposits have been taking and all guest folio have been settled in timely manner
• Communication
• Creating new ways with technologies to improved efficiently and streamlined operation
• Leadership
• Successfully assist team to exceed sales goals while maintaining excellent Forbes 5 stars customer satisfaction scores
• Coached employees through day-to-day work and complex problems
• Prepared agendas and took notes at meetings to archive proceedings
• Established and updated work schedules to account for changing staff levels and expected workloads
• Oversaw work processes and performed quality control tasks to increase revenue and reduce production times
• Created, documented and updated company policies to guide front office personnel in service excellence and industry best practices
• Monitored customer service trends and provided insights to management team for further improvement

• Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
• Collected room deposits, fees, and payments.
• Welcomed each new arrival pleasantly and confirmed reservations and identification.
• Took reservations over phone, in person, and via computer for guests and provided confirmation information.
• Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
• Answered customer telephone calls promptly and appropriately handled needs.

GPA: 3.5