- Food Tourism
- Exploring famous landmarks, historical sites, and cultural attractions in a new destination
- I enjoy cooking for friends and family gatherings
ALFREDA LEWENI
1 Raintree Avenue ,Hayman Island,QLD
Summary
Friendly individual with exceptional customer service skills looking to secure an Reservation Agent position with Intercontinental Hayman Great Barrier Reef.
Overview
13
13
years of professional experience
Work History
Front Desk Guest Service Agent
Intercontinental Hayman Great Barrier Reef
01.2023 - Current
- Welcomed guests upon arrival to Hamilton Island Airport prior to connecting our luxury launch to Intercontinental Hayman Island Great Barrier Reef.
- Collaborated with housekeeping staff to ensure timely room availability and optimal guest experience.
- Developed strong relationships with repeat customers, leading to increased loyalty and return visits.
- Enhanced guest satisfaction by promptly addressing inquiries and resolving concerns
- Trained new front desk agents in proper procedures, contributing to a consistently high level of service across the team.
- Handled guest complaints professionally, calmly working towards a satisfactory resolution while maintaining the hotel''s reputation for exceptional service.
- Managed phone lines effectively, directing calls to appropriate departments and taking detailed messages when necessary.
- Assisted guests with special requests, such as booking tours or making dinner reservations, to enhance their stay.
- Streamlined check-out processes for increased efficiency and reduced wait times.
- Coordinated with maintenance staff to address any reported issues in guest rooms or common areas swiftly.
- Maintained a clean and welcoming front desk area to create a positive first impression for guests.
- Welcomed each new arrival pleasantly and confirmed reservations and identification on vessel.
- Answered customer telephone calls promptly and appropriately handled needs.
- Assisted with Night Auditing shifts when needed.
Loyalty Ambassador
Intercontinental Fiji Golf Resort and Spa
08.2022 - 01.2023
- Meet & Greeting all guests upon arrival and recognizing our members to deliver a consistent member experience.
- Delivering a great stays to all guests ensuring their return stay.
- Worked with Front desk team members on IHG enrolments & pushing for the Loyalty Programme .
- Ensured monthly and yearly targets a met.
- Completed IHG One Rewards Merlin training
- Attended LOYALTY CALLS
- Assisted with Checkin & Checkouts for all our members.
Instant Service Centre Agent –Front Office
InterContinental Fiji Golf Resort & Spa
11.2021 - 08.2022
- Ensure calls are logged and follow up with guests to ensure total guest satisfaction
- Provide guests with information on hotel facilities and services, local directions, and emergency, safety, and security procedures
- Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up
- Respond to guest’s request in a professional manner and according to established scripts and standards
- Perform other duties as assigned: assisting with check in at the front desk and also at the porter’s desk
- Promote team work and quality service through daily communications and coordination with other departments
- Dispatch services/resolution in accordance with established procedures
- Ensure calls are logged and follow up with guests to ensure total guest satisfaction
- Be aware and prepare for all in-house group meetings and VIP arrivals
- Handling all internal and external incoming calls to the hotel
Temporary Assistant Customer Service
Hire Purchase Department (Home & Living)
10.2021
- Proceed with Hire Purchase Accounts with customers
- Sourcing materials, goods, products, and services and negotiating the best or most cost-effective contracts and deals customers
- Respond in a timely manner to incoming email and phone enquiries
- Follow up with HP borrowers prior payment due date to ensure timely payments
Reservation Consultant
Leeward Island Services (Malolo Cat)
01.2016 - 03.2020
- Company Overview: Currently laid off due to Covid 19 Pandemic
- Analyze all guest and travel agent requirements through telephone and emails and recommend suitable options for all customers and assist to confirm all reservations to our sister hotels Lomani Island Resort, Plantation Island Resort and Musket Cove Island Resort
- Ensure all incoming calls with courtesy and ensure efficient resolution of all guest inquiries for various hotel services and operations
- Assist to make all room reservations and ensure maximize room revenue for all and ensure all reservation detail update on all computers within required operating procedures
- Coordinate with sales department and manage all communication for group bookings and maintain all calendars for hotel and inform operation staff for same
- Manage all incoming calls for reservation department and ensure response all queries and maintain professional relationship and atmosphere at all times
- Develop and maintain professional relationships with all computer associate and supervise and inform manager of all issues and coordinate with call Centre to resolve same
- Assist to book and block all rooms according to required standards and manage all special reservations and monitor all reservations and discounts
- Manage all mails from guests and ensure response and completion of all guest requests and evaluate all reservation logbook and provide update on everyday basis
- Ensure compliance to all security and safety standards on everyday basis and ensure optimal utilization of all resort software systems and maintain knowledge on all room types and its availability
- Handles Inbound/Outbound agents eg Flight Centre/Hello World/HOOT Holidays /Island Escapes etc
- Agent escorts (VIP) and schoolies group
- Currently laid off due to Covid 19 Pandemic
Sales and Customer Representative
Captain Cook Cruises
01.2014 - 07.2016
- Answered all incoming phone calls, took and made reservations from different travel agencies (Inbound, Outbound and Local Tour Desks)
- Responsible for selling available seats on Reef Endeavour Small Cruise Ship, Tivua Island Day Cruise, Sunset Dinner Cruise
- Collected pre-payment, processed credit cards sales as well as ongoing proactive sales support
- Routed captains, escorts, and driver's manifest
- Dispatched drivers from their pick-ups and returns of guests to major hotels in Port Denarau and Coral Coast Hotels
- Contact customers or travel agents to advise them of travel conveyance changes or to confirm reservations
- Examine passenger documentation to determine destinations and to assign boarding passes for either Reef Endeavour Small Cruise Ship, Tivua Island Day Cruise and Sunset Dinner Cruise
- Announced arrival and departure information, using public-address system
- Answered telephone and received ordered by phone
- Analysed data to determine availability and rates through JRS system
- Produced and sent letters of confirmed reservation confirmation and other well-written correspondence
- Made special reservations for wedding groups and conference group and provided special group discounts and prices to guests
Part Time Office Girl
Luxury Pools Limited
01.2012 - 01.2013
- Forwards information by receiving and distributing communications; collecting and mailing correspondence; copying information
- Maintains supplies by checking stock to determine inventory levels; anticipating requirements; placing and expediting orders; verifying receipt; stocking items; delivering supplies to work stations
- Serves customers by backing-up receptionist; answering questions; forwarding messages; confirming customer orders; keeping customers informed of order status
Education
Primary school -
Nadi Airport and Namaka Public
Secondary school -
Swami Vivekananda College
Form 6 -
Swami Vivekananda College
Skills
- Computer literate
- Outstanding communication skills
- Able to work under pressure
- Ability to develop quality assessment strategies
- Multi-tasking
- Customer Focused
- Time management
- Attention to detail
Personal Information
Date of Birth: 06/20/93
Personal Qualities
- Customer focused approach
- Good communicator, able to cooperate well with people from a variety of cultures
- Friendly caring and service oriented
- Responsible, realistic and dependable and able to work glowing in a team environment
Interests
Timeline
Front Desk Guest Service Agent
Intercontinental Hayman Great Barrier Reef
01.2023 - Current
Loyalty Ambassador
Intercontinental Fiji Golf Resort and Spa
08.2022 - 01.2023
Instant Service Centre Agent –Front Office
InterContinental Fiji Golf Resort & Spa
11.2021 - 08.2022
Temporary Assistant Customer Service
Hire Purchase Department (Home & Living)
10.2021
Reservation Consultant
Leeward Island Services (Malolo Cat)
01.2016 - 03.2020
Sales and Customer Representative
Captain Cook Cruises
01.2014 - 07.2016
Part Time Office Girl
Luxury Pools Limited
01.2012 - 01.2013
Secondary school -
Swami Vivekananda College
Form 6 -
Swami Vivekananda College
Primary school -
Nadi Airport and Namaka Public
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