Karla Jean Bayor
Hospitality Specialist
Kabankalan, Province Of Negros Occidental
Summary
Skilled travel industry professional with administrative and relationship building skills. Expertly arranged single and group packages balancing financial, schedule and personal needs. Analytical problem-solver with great follow through on problems. Qualified professional with extensive background in advanced management processes. Utilizes superior communication skills to build meaningful, trusting relationships that exceed client demands. Highly skilled project manager with outstanding team leadership abilities to meet targets consistently.
Professional in hospitality with robust background in guest services, event coordination, and customer satisfaction. Strong emphasis on teamwork and meeting high standards in fast-paced environments. Adept at managing diverse needs, ensuring seamless operations, and consistently delivering exceptional experiences. Known for reliability, adaptability, and effective communication.
Overview
7
7
years of professional experience
4043
4043
years of post-secondary education
Work History
Hospitality Specialist- Remote
StayHeirloom
New Orleans
05.2024 - Current
- ●As Hospitality Specialist will communicate with prospective guests (pre-transaction) with the intent to convert leads into
- Reservations
- ● Confirmed guests (post-transaction) to provide customer support before, during, and after the reservation also responsible for ensuring that guests with confirmed
- Reservations (those about to arrive, currently staying with us, or recently departed) are receiving accurate and brand-consistent communication at all times.
- ● Process all incoming guest communications (text, email, phone call, online message,etc) in accordance with company policy.
- ● Represent the Heirloom brand in all communications and interactions. Specific emphasis on the ability to provide effective and professional customer service in writing.
- ● Facilitate communication between the Guest Services team and the Ground Team to resolve escalations addressing the the root cause of the issue.
- ● Troubleshoot issues with guests and serve as the first point of contact for all Heirloom-guest interactions.
- ● Build rapport and trust with customers through friendly, engaging, and brand-consistent communication.
- ● Assist with and understand guest screening measures to protect our homes, our guests, and our neighbors from noise nuisance and other issues.
- ● Identify, pursue, track, and close new reservation sales based on availability. Accept inbound calls from prospective guests and make outbound calls to guests as needed to answer questions and facilitate sales.
- ● Preempt, understand, and address customer needs and requirements - find creative and consistent ways to cross-sell
- ● Meet and exceed revenue goals
- ● Continuously work to improve the guest experience
- ● Participate and contribute to all scheduled departmental meetings
Business Travel Consultant
CWT
Warsaw
05.2022 - 05.2024
- Arranged additional airport parking, lounges, and transportation for smooth travel experiences.
- Attended regular travel industry and business conferences to network with professionals, increase company awareness and gain customers.
- Maintained up to date on tourism trends through regular research and networking.
- Advised clients on best hotels, transport, restaurants, and other travel matters as required, making suggestions based on individual preferences.
- Handled customer enquiries efficiently, providing positive, enthusiastic service to aid engagement with current deals.
- Created travel packages for clients, tailoring based on personal needs, budgets, and business requirements.
- Gathered relevant passenger information and documentation to apply for and obtain necessary travel visas.
- Increased customer retention significantly by delivering proactive, helpful, and organized customer service.
- Processed travel refunds efficiently, handling relations and negotiations with flight and hotel companies.
- Sorted all bookings for trips, using excellent negotiation skills to obtain best deals and prices for bookings.
- Worked with meticulous precision to ensure travel documentation was accurate and reliable.
- Provided clients with flight and hotel details and documentation, rectifying any errors well ahead of travel.
- Offered advice and guidance on travel insurance, upselling targeted packages to increase customer spending.
- Conducted executive research into desired destinations to provide extensive knowledge to clients on matters of interest.
Assistant Front Office Manager
Isla Bella Beach Resort
Marathon, Florida
03.2019 - 02.2022
- Calculated billings and posted charges to room accounts, reviewing all charges with guests at checkout.
- Explained details regarding property, including restaurants, pool area, spa, and fitness center to acclimate patrons to resort environment.
- Kept accounts in balance and ran daily reports to verify totals.
- Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.
- Answered multi-line phone system, responded to inquiries, and transferred calls to correct departments and personnel.
- Managed over 15 room upgrades per shift.
- Demonstrated excellent working knowledge of OPERA booking systems, managing room reservations appropriately.
- Led by example in delivering faultless customer care throughout guest stays, effectively improving overall service provisions.
- Used exceptional communication and relationship-building skills to develop positive connections with staff and guests.
- Scheduled workers and allocated resources for routine office operations and special projects.
- Monitored staff performance levels, providing additional training as needed to aid personal and team development.
- Organized training to teach new office workers in processes and important policies.
- Recruited new team members for vacancies using online job boards.
- Helped team produce quality work using desktop publishing applications.
Reservation Agent
House Of Travel Inc
01.2018 - 04.2020
- Assist customers with planning and booking of their vacation or stay.
- Performed inquires and checking flight availability.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Prepared customer invoices, accepted payments and processed refund and cancellation requests.
- Maintained excellent attendance record, consistently arriving to work on time.
- Managed over 50 customer calls and emails per day.
- Proficiently handled bookings administration through online booking platforms, including GDS system.
- Organized guest itineraries and booked reservations to shows and attractions.
Education
Bachelor of Science - Tourism Management
De La Salle University
Dasmarinas Cavite 05.2018
Master of Science - International Business and Hospitality
WSG University
Warsaw Poland 03.2022
Skills
- Hotel sourcing
- Holiday material generating
Guest relations
- Travel package generating
Language skills
Team leadership
Communicating with clients
Property management
Guest relations management
Networking and relationship building
Customer support
Emergency procedures
Reservation management
Check-in and Check-out procedures
Multitasking and organization
Adaptability and dependability
Property management systems
Staff training and development
Incident reporting
Creativity and innovation
Technical support
Concierge services
Verbal and written communications
Flexible schedule
Issue resolution
Payment transactions
Sales and upselling
Securing reservations
Setting reservations
Front office systems
Teamwork
Teamwork and collaboration
Problem-solving skills
Computer skills
Problem-solving
Customer service excellence
Time management
Problem-solving abilities
Understanding customer needs
Teamwork skills
Calm and professional under pressure
Multitasking Abilities
Locations
- Warsaw, Poland
- Marathon, USA
- Manila, Philippines
- Dasmarinas, Cavite
- Bydgoszcz
Timeline
Hospitality Specialist- Remote
StayHeirloom
05.2024 - Current
Business Travel Consultant
CWT
05.2022 - 05.2024
Assistant Front Office Manager
Isla Bella Beach Resort
03.2019 - 02.2022
Reservation Agent
House Of Travel Inc
01.2018 - 04.2020
Bachelor of Science - Tourism Management
De La Salle University
Master of Science - International Business and Hospitality
WSG University
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