JAYSON MERCADO

I've been working as a guest relations specialist for 1 year and 4 months, The role is to play a lead client-facing role and manage reservations, questions, and payments. Assist customers and support pre and post-vacation questions, Manage the ongoing inquiry flow from all online listing sites, Handle ongoing guest experience questions.

Actively listen to and resolve complaints, and ensure that they will have a smooth check-in and the best experience with us. The 800+ properties we handled are listed in different booking platforms such as airbnb, vrbo, and booking.com and the tools we use are ( Asana, Zendesk, intercom, and CIIRUS software

• Identified and explained room and property amenities to guests, supplying guests with information regarding hours of operation and maps to assist guests in finding way around property.
• Collaborated with front-of-house and housekeeping departments to facilitate smooth hotel operations.
• Maintained high level knowledge of all hotel services offered to answer guest questions.
• Provided guests with information on local attractions, restaurant and transportation services to enhance stay.

• Offered advice and assistance to customers, paying attention to special needs or wants.
• Provided primary customer support to internal and external customers.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Updated account information to maintain customer records.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Utilized customer service software to manage interactions and track customer satisfaction.

• Promoted additional products and services to increase sales numbers and revenue with diverse selection.
• Helped clients achieve desired looks for daily wear and special events by designing makeup strategies for each scenario.
• Processed payments, entering sales in register for prompt customer service.
• Arranged merchandise to present visually appealing displays and attract clientele.
• Answered customer questions about products and services, helped locate merchandise, and promoted key items.