Darlene Mae Dugang

Batangas

Summary

Experienced with managing reservation systems and customer interactions, ensuring smooth and efficient service. Utilizes organizational skills and attention to detail to handle high volumes of bookings accurately. Track record of effective communication and problem resolution, fostering positive guest experiences.

Overview

years of professional experience

Certification

Work History

Guest Reservation Specialist / Property Management Assistant

Mana Mana Suites

Kuala Lumpur Malaysia (Remote)

06.2022 - 01.2025

Managed high call volumes while maintaining a professional demeanor and accurate recordkeeping.
Provided exceptional customer service throughout the entire booking process, leading to positive reviews and referrals.
Ensured accurate client information was entered into the reservation system quickly and error-free, reducing data-entry mistakes.
Helped customers make accommodations to fit needs by suggesting different amenities and packages for individual circumstances.
Enhanced customer satisfaction by efficiently managing reservation inquiries and bookings.
Provided customers with information about availability and pricing.
Resolved various issues and discrepancies for customers.
Assisted customers with making reservations and entered reservation details into computer system.
Analyzed reservation trends to optimize room pricing strategies, maximizing hotel revenue.
Displayed excellent problem-solving skills when addressing complex booking situations or guest concerns, enhancing overall customer satisfaction levels.
Coordinated bookings for up to 300 rooms.
Trained new team members on company policies and reservation procedures, increasing team efficiency.
Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.

Admin Assistant

Rapid Steel Builders

Santo Tomas, Province Of Batangas, Philippines

10.2020 - 06.2021

Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
Ensured accurate record-keeping with diligent data entry and database management for vital company information.
Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
Maintained inventory of office supplies and placed orders.
Negotiated with vendors to reduce office supply costs, leveraging bulk purchase agreements.

Education

Senior High School - GRADE 12

Golden Gate Colleges

Batangas

06.2021

Skills

Customer service experience
Active listening skills
Team development
Reservation software
Staff training
Administrative experience
Hospitality operations
Customer engagement

Phone etiquette
Travel bookings
Hotel accomodations
Multitasking
Problem-solving abilities
Team leadership
Task prioritization

Certification

Facebook Ads/Shopify Freelancing/Social Media Management/WordPress Freelancing, Ymann Jake Ayano, 03/05/22

Languages

English

Timeline