Jinky Pacificar
Reservations Manager|Chat & Email Expert |Virtual Assistant Professional
Iloilo City
Summary
Experienced customer service and email specialist with more than 10 years experience in customer service and email support in hospitality industry. Skilled in managing customer relations, responding to customer inquiries and resolving customer complaints. Exceptional revenue management skills fostering consistent growth in sales. Proficient in using hotel CRM tools, PMS and CMS systems to improve branding, customer relationship and loyalty. With experience in cold calling, appointment setting, online chat, virtual assistance, Facebook ads for local businesses and accounting/bookkeeping handling disbursements and cash flow.
Overview
14
14
years of professional experience
4
4
years of post-secondary education
Work History
Reservations Manager
Henann Regency Resort & Spa
03.2022 - Current
- Created rate plans and worked with revenue manager to boost occupancy and average achieved room rate.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Maintained accurate records of bookings on hotel reservation system and forecasted probable revenue streams.
- Adjusted sales strategies to changing conditions, such as increased local competition and decreased industry rates.
- Spoke with local travel agents to arrange discounted hotel offers to improve booking levels.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Generated and reported performance metrics to management to inform decision-making.
- Resolved various issues and discrepancies for customers.
- Worked closely with front desk to achieve full occupancy of property.
- Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Reservations Manager
Savoy Hotel Manila, Megaworld Hotels & Resorts
12.2019 - 03.2022
- Created rate plans and worked with revenue manager to boost occupancy and average achieved room rate.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Maintained accurate records of bookings on hotel reservation system and forecasted probable revenue streams.
- Adjusted sales strategies to changing conditions, such as increased local competition and decreased industry rates.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Generated and reported performance metrics to management to inform decision-making.
- Resolved various issues and discrepancies for customers.
- Worked closely with front desk to achieve full occupancy of property.
- Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
- Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Chat Moderator
Nu-Tech E-Business Solutions
12.2020 - 01.2022
- Increased customer service success rates by quickly resolving issues.
- Establish rapport among targets to make them continue using the platform;
- Provide an environment where targets can experience sense of belongingness;
- Answer all chats as much as possible to establish continuity of conversations;
- Reach daily quota with the highest quality of chat messages based on the standards of the company;
- Entertain targets through creative thinking and storytelling.
Cold Caller / Appointment Setter
04.2020 - 05.2021
- Originated and cultivated strong relationships with prospective clients by strategizing aggressive outbound calling campaigns.
- Leveraged CRM database to manage customer data, log calls and other activities and generate reporting to deliver actionable insights and develop sales pipeline.
- Consulted with professionals to assess business needs and facilitate smooth on-boarding process.
- Sourced and pre-qualified leads and identified new business opportunities by dialing 100 daily outbound calls to build partnerships and achieve sales quota.
- Delivered prepared sales pitch from script and persuaded potential customer to purchase product or service.
- Answered calls, took messages, and transferred calls to correct individuals.
- Qualified leads and set up customer appointments for outside sales team.
- Called prospective customers in designated market area to qualify leads.
- Delivered scripted sales pitch to potential customers, adjusting pitch to meet needs of specific individuals and businesses.
Business Owner
12.2018 - 11.2019
- Oversaw business budget planning and administration, accounting functions, purchasing, and bi-weekly payroll to handle financial needs.
- Trained and motivated employees to perform daily business functions.
- Consulted with customers to assess needs and propose optimal solutions.
- Put together realistic budgets based upon costs and fees for successfully operating business.
- Worked with marketing teams to create print and online advertisements to bring in new customers.
- Interacted well with customers to build connections and nurture relationships.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Front Office Manager
Solina Beach & Nature Resort
12.2018 - 06.2019
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Coached employees through day-to-day work and complex problems.
- Created, prepared, and delivered reports to various departments.
- Monitored customer service trends and provided insights to management team for further improvement.
- Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Oversaw work processes and performed quality control tasks to increase revenue and reduce production times.
- Defined clear targets and objectives and communicated to other team members.
Reservations Manager
Henann Resort Alona Beach Bohol
05.2015 - 11.2018
- Created rate plans and worked with revenue manager to boost occupancy and average achieved room rate.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Maintained accurate records of bookings on hotel reservation system and forecasted probable revenue streams.
- Adjusted sales strategies to changing conditions, such as increased local competition and decreased industry rates.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Generated and reported performance metrics to management to inform decision-making.
- Resolved various issues and discrepancies for customers.
- Worked closely with front desk to achieve full occupancy of property.
Reservations Manager
Henann Garden Resort Boracay
01.2012 - 04.2015
- Created rate plans and worked with revenue manager to boost occupancy and average achieved room rate.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Maintained accurate records of bookings on hotel reservation system and forecasted probable revenue streams.
- Adjusted sales strategies to changing conditions, such as increased local competition and decreased industry rates.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Generated and reported performance metrics to management to inform decision-making.
- Worked closely with front desk to achieve full occupancy of property.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Reservations Agent
Boracay Regency & Convention Center
10.2008 - 12.2011
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Handled billing information over phone.
- Worked closely with front desk to achieve full occupancy of property.
- Provided customers with information about availability and pricing.
- Maintained awareness of types of rooms available in different resort locations.
- 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.
- Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Provided follow through on all calls with confirmations and dissemination of requested information.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
Education
Bachelor of Science - Management
University of The Philippines in The Visayas
Iloilo City,Philippines 06.2003 - 04.2007
Skills
Microsoft Word / Excel / Google Apps
Timeline
Reservations Manager
Henann Regency Resort & Spa
03.2022 - Current
Chat Moderator
Nu-Tech E-Business Solutions
12.2020 - 01.2022
Cold Caller / Appointment Setter
04.2020 - 05.2021
Reservations Manager
Savoy Hotel Manila, Megaworld Hotels & Resorts
12.2019 - 03.2022
Business Owner
12.2018 - 11.2019
Front Office Manager
Solina Beach & Nature Resort
12.2018 - 06.2019
Reservations Manager
Henann Resort Alona Beach Bohol
05.2015 - 11.2018
Reservations Manager
Henann Garden Resort Boracay
01.2012 - 04.2015
Reservations Agent
Boracay Regency & Convention Center
10.2008 - 12.2011
Bachelor of Science - Management
University of The Philippines in The Visayas
06.2003 - 04.2007
Similar Profiles
Gene MullensGene Mullens
Bell Man at Hyatt Regency Lost Pines Resort and SpaBell Man at Hyatt Regency Lost Pines Resort and Spa
Kanani O Keakua KuboKanani O Keakua Kubo
Assistant Front Office Manager at Hyatt Regency Maui Resort & SpaAssistant Front Office Manager at Hyatt Regency Maui Resort & Spa
Anthony ColbassaniAnthony Colbassani
Assistant Food and Beverage Manager at Hyatt Regency Clearwater Beach Resort & SpaAssistant Food and Beverage Manager at Hyatt Regency Clearwater Beach Resort & Spa