Sheena Banghal
Gold Coast,QLD
Summary
Experienced in effectively addressing and resolving guest and customer complaints in person and over the phone, while maintaining a cheerful demeanour to turn negative experiences into positive ones. Keen eye for detail and proven track record of thriving in fast-paced and demanding environments. Enthusiastic Reservations Agent with background managing bookings and cancellations for large hotels. Helpful and friendly with exemplary telephone etiquette, problem-solving and organisational skills.
Excited about embracing new challenges and learning opportunities in a fresh working environment.
Overview
11
11
years of professional experience
Work History
Reservations Agent / Step up Reservations Manager
Peppers Soul Surfers Paradise / Accor
06.2022 - Current
- Managed online and phone booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Managed high call volume with exceptional attention to detail, resulting in fewer booking errors and cancellations.
- Processed payments securely while adhering to strict confidentiality guidelines regarding personal financial information.
- Utilized advanced reservation software systems effectively to manage bookings, track availability, and update guest records accurately.
- Provided outstanding customer service by addressing client inquiries and resolving issues professionally and courteously.
- Enhanced customer satisfaction by efficiently handling all aspects of the reservation process in a timely manner.
- Assisted in increasing hotel occupancy rates through proactive upselling of rooms, packages, and additional services.
- Coordinated special requests from guests such as room preferences or dietary requirements with relevant departments for optimal guest satisfaction levels.
- Developed rapport with guests through personalized interactions, fostering loyalty and encouraging repeat business.
- Resolved various issues and discrepancies for customers.
- Worked closely with front desk to achieve full occupancy of property.
- Maintained expert knowledge of available room types, pricing structures, and promotional offers to optimize revenue generation.
Reservations Agent / Inbound ( Matt. Coverage )
Novotel Surfers Paradise
02.2019 - 05.2022
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Managed high call volume with exceptional attention to detail, resulting in fewer booking errors and cancellations.
- Utilized advanced reservation software systems effectively to manage bookings, track availability, and update guest records accurately.
- Streamlined workflow for quicker response times, ensuring that clients received accurate information and prompt assistance.
- Assisted in increasing hotel occupancy rates through proactive upselling of rooms, packages, and additional services.
- Assisted with revenue management tasks, including rate analysis and inventory control to maximize profitability.
- Coordinated special requests from guests such as room preferences or dietary requirements with relevant departments for optimal guest satisfaction levels.
- Worked closely with front desk to achieve full occupancy of property.
- Enhanced internal communication by maintaining up-to-date records of guest preferences, enabling tailored service delivery during their stays.
- Developed strong relationships with travel agents and corporate clients, leading to increased referral business and repeat bookings.
Sales Associate
Furla Pacific Fair
10.2018 - 02.2019
- Maintained calm demeanour and professionally managed issues in busy, high-stress situations.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Maintained calm demeanour and professionally managed issues in busy, high-stress situations.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
Restaurant Supervisor
Willow Dining Burleigh Heads
07.2016 - 02.2019
- Boosted customer satisfaction and service delivery to strengthen customer loyalty.
- Hired, trained and mentored staff to meet and exceed high quality standards.
- Supervised staff to confirm that all food and beverage orders were promptly and accurately prepared.
- Handled guest complaints professionally, resolving issues to enhance overall satisfaction levels.
- Improved customer satisfaction by ensuring consistent quality of food and service.
Guest Service Team Leader
Al Murooj Rotana Dubai
05.2013 - 02.2015
- Evaluated team by reviewing customer feedback and key performance indicators.
- Led team meetings to address concerns and inform employees of new policies and procedures.
- Resolved problems using tact and diplomacy by calmly communicating directly with customers or employees.
- Assigned daily job tasks and workloads to team members.
- Created and enforced new procedures, resulting in improved customer service and problem resolution.
- Strategically scheduled staff for peak business hours for adequate coverage.
- Resolved guest complaints and discrepancies in prompt and courteous manner.
- Welcomed guests on arrival, displaying professional and friendly approach.
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer concerns promptly.
- Streamlined check-in and check-out processes for improved guest experience and reduced wait times.
Education
Bachelor of Arts - Major in English
Capitol University
Cagayan De Oro, Philippines2010
Bachelors in Religious Education
Baptist Theological College
Cebu, Philippines2007
Skills
- Pricing Data
- Issue Resolution
- Handle Complaints
- Cancellation Policies
- Skilled in OPERA and SIHOT
- Reservations assistance
- Upselling strategies
References
- Kevin Le Bihan, Reservations Manager, Pepper Soul, 0420380537
- Kaylee Spence, GSA / Step up Duty Manager, Peppers Soul, 0478 972 162
Timeline
Reservations Agent / Step up Reservations Manager
Peppers Soul Surfers Paradise / Accor
06.2022 - Current
Reservations Agent / Inbound ( Matt. Coverage )
Novotel Surfers Paradise
02.2019 - 05.2022
Sales Associate
Furla Pacific Fair
10.2018 - 02.2019
Restaurant Supervisor
Willow Dining Burleigh Heads
07.2016 - 02.2019
Guest Service Team Leader
Al Murooj Rotana Dubai
05.2013 - 02.2015
Bachelor of Arts - Major in English
Capitol University
Bachelors in Religious Education
Baptist Theological College
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