Photo/Video Editing
MA. CRISTINA ROSE GODA
Communications And Reservations Agent
Manila
Summary
To obtain an exciting career in an international organization where I can maximize my qualification to support and secure company interest.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
1
1
Language
Work History
CUMMUNICATIONS AND RESERVATIONS AGENT
Four Seasons Hotel Kuwait at Burj Al Shaya
Kuwait
02.2021 - 10.2022
- Answer phone inquiries in an efficient and friendly manner, using guest names when possible, and routing calls to proper extensions
- Capture sales for incoming calls related to room, spa, restaurant reservations, and in-room dining requests
- Accurately coordinate details of each reservation or request
- Running daily reports for department, operational departments, Sales & Marketing, General Manager, and Department Head
- Managing the general reservations and guest communication e-mail inboxes
- Accepting and delivering mobile instant messages, wake-up calls, messages, and facsimiles promptly
- Managing guest complaints by Four Seasons policy
- Contact guests to communicate and obtain pre-arrival information
- Confirming and/or guaranteeing non-guaranteed reservations and clear waitlisted reservations
- Running appropriate reports checking for special requests or those requiring procedural actions, hard block key room assignments, and informing the Manager of any reservation requiring Special
- Attention
- Assisting Guest Relations Specialist in guest recognition efforts by pre-clearing reservations to identify existing return guest profiles and acknowledge those requiring VIP or Special Attention
- Contact guests or travel planners to clarify any discrepancies in the preferences or requests before the guest’s arrival
- Monitoring Front Desk and Central Team reservations made the night prior and addressing any reoccurring issues
- Complying with Four Seasons sales and marketing standards while working harmoniously and professionally with co-workers and the planning committee
- Monitoring and responding according to the crisis management plan to any property emergency or safety situation
- Performing installation and repairs of telephone, facsimile, or high-speed internet services in the guest room or public area meeting space
- Performing appropriate duties as assigned by Management
- Work harmoniously and professionally with co-workers and supervisors.
Hostess
Four Seasons Hotel at Burj Al Shaya Kuwait
Kuwait
10.2018 - 02.2021
- Greeting the guest with a smile
- Recognizing them by their names in a discreet manner
- Introducing the restaurant and the concept in a clear voice
- Escorting the guest to their preferred seat/table
- Presenting the menu and giving brief information
- Introducing of pager order system
- Checking the guest for their further needs
- Bidding farewell with a genuine smile
- Collecting guest preference(s)
- Reservation Taking calls/personal reservations or inquiries
- Checking the availability of the preferred date and time before making a booking on the open table
- Providing the correct information regarding the packages that we offer
- Discussing the menu with the guest and taking note of their special request(s) and preference(s)
- Informing the guest about the reservation, payment, and cancellation/rescheduling policies
- Giving a quick review of their reservation
- Escorting the guest for the payment
- Giving options to the guest by offering other restaurants if the date and time are not available
- Checking the guest for their further needs
- Bidding farewell with a genuine smile.
Server
Four Seasons Hotel Kuwait, Burj Al Shaya
Kuwait
07.2017 - 10.2018
- Greeting the guest with a smile
- Recognizing them by their names in a discreet manner
- Introducing special drinks and food
- Take drinks and food orders
- Repeating the order as per guest request and preference(s)
- Setting up the table with the cutleries and condiments needed
- Serving the drinks within 5 minutes
- Serving the food as per guests’ preferred timing
- Checking the guest for their further needs
- Maintaining the cleanliness of the table
- Upselling of food and beverages
- Always check guest satisfaction/feedback to ensure that we provide an unforgettable and unique experience
- Presenting the check with the correct total amount
- Processing of cash/card payments
- Presenting the receipt with the exact amount of change
- Bidding farewell with a genuine smile.
CUSTOMER SERVICE REPRESENTATIVE
SITEL
Ortigas
07.2016 - 02.2017
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
- Managed timely and effective replacement of damaged or missing products.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Cashier
Conti's Bakeshop and Restaurant
Manila
04.2015 - 06.2016
- Welcomed customers and helped determine their needs.
- Greeted customers entering store and responded promptly to customer needs.
- Answered questions about store policies and addressed customer concerns.
- Helped customers complete purchases, locate items, and join reward programs.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Restocked and organized merchandise in front lanes.
- Addressed customer needs and made product recommendations to increase sales.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Tallied cash drawer at beginning and end of each work shift.
- Built relationships with customers to encourage repeat business.
- Assisted customers with returns, refunds and resolving transaction issues.
- Stocked, tagged and displayed merchandise as required.
- Upsold additional products and services to customers, increasing revenue.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Performed cash, card and check transactions to complete customer purchases.
- Monitored self-checkout systems and provided help in resolving complex problems.
- Demonstrated product features, answered questions and redirected objections to highlight positive aspects.
- Kept cash wrap stocked, products faced and shelving free of misplaced items or trash.
- Worked with floor team and manager to meet wide range of customer needs.
- Used POS system to enter orders, process payments and issue receipts.
- Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Handled cash with high accuracy and took care to check bills for fraud.
- Learned duties for various positions and provided backup at key times.
- Set up new sales displays each week with fresh merchandise.
- Conducted inventory counts by adding each item in stock and documenting in computer system.
- Helped customers navigate applications and in-store technology to deliver best-in-class experiences.
Education
Bachelor of Science - Hospitality Management
Arellano University Jose Abad Santos Campus
Buendia Taft, Pasay City 06.2011 - 04.2015
Skills
Excellent customer service and Interpersonal skills
Highly motivated, efficient, and hardworking
Resourceful and reliable under pressure
Can do multi-tasking and flexible to different shifts
Fast-learner, committed and interested to work
Adaptable to changes
Interests
Lead Generation
Bookkeeping
Additional Information
Ms. Jacqueline Noveno
Supervisor of Reservations and Communications Department
Four Season Hotel at Burj Al Shaya Kuwait
+965 9790 2707
Timeline
CUMMUNICATIONS AND RESERVATIONS AGENT
Four Seasons Hotel Kuwait at Burj Al Shaya
02.2021 - 10.2022
Hostess
Four Seasons Hotel at Burj Al Shaya Kuwait
10.2018 - 02.2021
Server
Four Seasons Hotel Kuwait, Burj Al Shaya
07.2017 - 10.2018
CUSTOMER SERVICE REPRESENTATIVE
SITEL
07.2016 - 02.2017
Cashier
Conti's Bakeshop and Restaurant
04.2015 - 06.2016
Bachelor of Science - Hospitality Management
Arellano University Jose Abad Santos Campus
06.2011 - 04.2015