Tiphani Saculles
Upper Marlboro,MD
Summary
Personable and dedicated Customer Service Representative with extensive experience in the hospitality industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
Work History
Sales Coordinator
Yours Truly hotel
Washington DC , DC
12.2023 - Current
- Developed and implemented processes to ensure accurate data entry into the customer relationship management system.
- Facilitated the distribution of resume details for upcoming group reservations to hotel staff.
- Assisted in conducting site tours
- Generated leads through cold calling, networking, referrals and other methods.
- Provided pick-up and rooming lists to main contacts of group weekly.
- Skilled in navigating through Opera, Sales Force, and Merlin platforms.
- Generated links for group reservations
- Maximized client satisfaction and engagement by promptly addressing their queries and concerns using the Outlook platform
- Greeted customers and provided assistance to guests over the phone.
- Provided accurate information regarding hotel facilities, services, and rates.
- Ensured that all customer interactions were handled in a professional manner at all times.
- Informed customers about applicable discounts or promotional offers available for their stay.
- Encouraged customers to book stays directly through the hotel website or reservation system.
- Explained cancellation policies clearly to customers prior to booking.
- Maintained up-to-date records of all reservations made via telephone or online systems.
- Kept accurate knowledge of types of rooms available at various resort locations.
Visual Stylist
Bloomingdale's
Chevy Chase, MD
06.2022 - 12.2023
- Kept work areas clean, neat and organized for optimal productivity and worker safety.
- Restocked shelves with current merchandise in attractive displays to promote sales.
- Helped customers locate desired items and assisted with carrying heavy loads.
- Helped customers find specific products, answered questions and offered product advice.
- Engaged customers in friendly, professional dialogue to determine needs.
- Answered incoming telephone calls to provide store, products and services information.
- Collected payments and provided accurate change.
- Worked with fellow sales team members to achieve group targets.
- Answered product questions with up-to-date knowledge of sales and promotions.
- Developed trusting relationships with customers by making personal connections.
- Trained new team members in cash register operation, stock procedures and customer services.
- Increased purchase amounts by cross-selling with similar products.
- Launched and maintained eCommerce site with continued optimizations to deliver outstanding customer experiences.
- Managed internet e-mail leads, calls and text messages and remained available to respond to inquiries professionally.
Sales Coordinator
The Concordia Hotel
Washington, DC
04.2021 - 06.2022
- Fostered relationships with customers to expand customer base and retain business.
- Researched and capitalized on emerging opportunities to build business and expand customer base.
- Saved costs by negotiating room rates and meeting space pricing.
- Assisted customers via phone by providing confirmations, answering questions and offering general information.
- Relayed information on availability, pricing and discounts to customers.
- Verified guest information and payment options ensuring accuracy and completeness.
- Coordinated with front desk staff to maintain maximum occupancy.
- Suggested amenities suited to clients' needs.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Transmitted information or documents to customers through email, mailings or facsimile machine.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Worked with housekeeping and maintenance staff to address and resolve building and room issues.
- Posted charges, updated accounts and issued bills to departing guests.
- Facilitated successful front desk operations for high-volume hotel.
- Stayed current on local attractions and special events to help guests with entertainment options.
Reservations Coordinator
Expovision Inc.
Falls Church, VA
02.2019 - 10.2020
- Maintained customer loyalty by quickly resolving complaints and service issues.
- Answered questions about resort facilities and local attractions to help customers make favorable choices.
- Processed incoming reservation calls and applied up-selling techniques to inform callers of premium services.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Recognized by management for providing exceptional customer service.
- Improved customer satisfaction by finding creative solutions to problems.
- Reviewed guest information and payment options, checking for accuracy and completeness.
- Kept accurate knowledge of all types of rooms available at various resort locations.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Answered questions from customers that came in through the company's online LiveChat feature.
- Updated customer data in Legacy and Expobook system, adding detailed notes.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Put guests on waitlist if their first choice of hotel was unavailable. If it became available, contact the guest and let them know if the price changed.
- Collaborated with sales department to arrange large group hotel bookings for such special conferences.
- Contacted VIP guests regarding their requests for upcoming conferences.
- Managed rooms effectively based on complete and current knowledge of availability and rates.
- Used Expobook and Legacy to book reservations for clients.
- For deposit events make itemized receipt for the client and send to their email on file.
- Familiar with Microsoft Word, Microsoft Outlook and Excel.
- Able to multitask with incoming calls, and use LiveChat for different events.
- Attend Zoom meetings to discuss upcoming events.
Front Desk Agent
Georgetown Suites Hotel
Georgetown , DC
05.2015 - 02.2019
- Delivered key administrative support to coworkers, taking on additional tasks during peak times.
- Confirmed transactional data by verifying name and payment information and clearly communicating costs and fees to patrons.
- Maintained smooth operations by correctly assigning rooms and coordinating efficient guest check-ins and check-outs.
- Managed customer complaints and rectified issues to complete satisfaction.
- Reserved guest rooms over phone, in person and via computer for travelers and provided confirmations.
- Shared information with patrons on entertainment and sporting events in nearby areas and made reservations to establishments, boosting local tourism.
- Stayed current on local attractions and special events to help guests with entertainment options.
- Monitored reservations to track incoming parties and special events.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Assist Reservations Manager with charging Third party reservations prior to their arrival.
- Assist Reservations Manager making Third Party Reservations. (such as Hotel Tonight and Airbnb)
- Handled payment processing duties and provided customers with receipts and proper bills and change.
- Facilitated front desk operations for busy high-volume hotel.
- Addressed and welcomed large volume of guests to business per day, improving overall customer service and engagement.
- Assisted PM Housekeeper clean suites on sold out nights when guests left early.
- Computed guest billings and posted charges to room accounts.
- Developed vast knowledge of local area to provide guests with information about dining options, arts, culture and other entertainment.
- Handled high volume of phone calls and routed to proper guest or internal department.
- Set guest and group reservations and processed check-ins and check-outs.
- Received all incoming calls and coordinated with hotel staff to fulfill requests and resolve issues.
- Worked with Front Desk Supervisor to meet all incoming guest needs, smooth check-in processes and maximize satisfaction.
- Arranged special accommodations for guests to maintain optimal satisfaction.
- Posted room charges such as parking, and telephone calls based on individual customer actions.
- Assisted the bellman with the guests luggage and hail a taxi for guests when needed.
Front Desk Agent
Georgetown University Hotel & Conference Center
Georgetown, DC
06.2013 - 05.2015
- Delivered key administrative support to coworkers, taking on additional tasks during peak times.
- Confirmed transactional data by verifying name and payment information and clearly communicating costs and fees to patrons.
- Maintained smooth operations by correctly assigning rooms and coordinating efficient guest check-ins and check-outs.
- Reserved guest rooms over phone, in person and via computer for travelers and provided confirmations.
- Educated guests regarding important property information and directions to all areas of hotel, including MedStar Georgetown University Hospital, Georgetown campus and restaurants nearby.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Explained and pointed out property details to patrons, including dining areas, and fitness center.
- Contacted housekeeping services and maintenance personnel regarding problems with guest rooms.
- Computed guest billings and posted charges to room accounts.
Education
Associate of Arts - Culinary Arts
Baltimore International College
Baltimore, MD07.2009
Skills
- Travel sales
- Upselling proficiency
- Problem resolution
- Telephone reception
- Phone etiquette
- Customer reservations
- Relationship building
- Microsoft Office
Timeline
Sales Coordinator
Yours Truly hotel
12.2023 - Current
Visual Stylist
Bloomingdale's
06.2022 - 12.2023
Sales Coordinator
The Concordia Hotel
04.2021 - 06.2022
Reservations Coordinator
Expovision Inc.
02.2019 - 10.2020
Front Desk Agent
Georgetown Suites Hotel
05.2015 - 02.2019
Front Desk Agent
Georgetown University Hotel & Conference Center
06.2013 - 05.2015
Associate of Arts - Culinary Arts
Baltimore International College
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