Diana Petilla
Hotelier
Calamba
Summary
Experienced in delivering exceptional customer service, friendly and professional with a keen eye for detail. Demonstrated reliability as a Reservations Agent by efficiently handling phone calls, responding to emails, and resolving issues for customer satisfaction. Dynamic approach to customer engagement, providing optimal solutions while maintaining high efficiency.
Overview
11
11
years of professional experience
3
3
Languages
Work History
Reservations Agent
Shangri-la The Fort Manila
Taguig City
2022.10 - Current
- Managed high call volume with exceptional attention to detail, resulting in fewer booking errors and cancellations.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Provided outstanding customer service by addressing client inquiries and resolving issues professionally and courteously.
- Developed strong relationships with travel agents and corporate clients, leading to increased referral business and repeat bookings.
- Maintained expert knowledge of available room types, pricing structures, and promotional offers to optimize revenue generation.
Travel Experience Agent
Hopper
2022.01 - 2022.07
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
Front Office Receptionist
Shangri-la at the Fort Manila
2017.07 - 2021.01
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Ensured a welcoming atmosphere for guests with efficient check-in and check-out procedures.
- Handled payments efficiently using company''s billing software which contributed to improved financial record keeping.
- Collaborated with team members for smooth workflow, supporting colleagues during peak hours or absences.
- Maintained a high level of professionalism while handling sensitive customer information, ensuring privacy and confidentiality.
Front Office Receptionist
Shangri-La Mactan Resort and Spa
2013.07 - 2017.07
Education
Bachelor of Science - Tourism, Hotel and Restaurant Management
Leyte Normal University
Tacloban City 2009.01 - 1 2013
High School -
Sta. Fe National High School
Santa Fe, Leyte 2005.01 - 1 2009
Elementary School -
San Juan Elementary School
Brgy. San Juan Santa Fe, Leyte 1999.01 - 1 2005
Skills
Email Etiquette
Reservation Software Expertise
Travel knowledge
Reservations processing
Telephone reservations
Complaint Management
Upselling strategies
Patience and composure
Travel industry knowledge
Customer Engagement
Language Fluency
References
- Veronica Cimafranca, Director of Rooms, Shangri-la Mactan Resort and Spa, 032-231-0288
- Hisabel Alfonso, Front Office Manager, Shangri-La the Fort, Manila, 02-8820-0888
- Jinnah Corpus, Front Office Manager, Shangri-La the Fort, Manila, 02-8820-0888
Personal Information
- Age: 31
- Place of Birth: Tacloban City
- Height: 5'5
- Weight: 53 Kg
- Date of Birth: 08/29/93
- Gender: Female
- Nationality: Filipino
- Marital Status: Married
- Religion: Roman Catholic
Timeline
Reservations Agent
Shangri-la The Fort Manila
2022.10 - Current
Travel Experience Agent
Hopper
2022.01 - 2022.07
Front Office Receptionist
Shangri-la at the Fort Manila
2017.07 - 2021.01
Front Office Receptionist
Shangri-La Mactan Resort and Spa
2013.07 - 2017.07
Bachelor of Science - Tourism, Hotel and Restaurant Management
Leyte Normal University
2009.01 - 1 2013
High School -
Sta. Fe National High School
2005.01 - 1 2009
Elementary School -
San Juan Elementary School
1999.01 - 1 2005