Maria Carmen Alampay

Assist incoming guest messages and calls,
ensuring timely and guest‑friendly responses
across Airbnb, Vrbo, and Booking.com.

Generated door codes for guests,
housekeeping, and maintenance teams to
streamline property access.

Handled maintenance issues by creating and
monitoring work orders, coordinating with HOA
or vendors for complex concerns (e.g., leaks,
HVAC problems), and updating the team via
Slack.

Processed payments by calling guests or
sending email reminders for balance payments,
deposits, cancellations, and refunds.

Monitored guest balances and followed up on
pending deposits to secure reservations.

Managed owner stays by updating records in
the system whenever changes occurred.
Responded to guest reviews on Airbnb and
Vrbo, maintaining professional and
guest‑friendly communication..

Registered guest parking via VRPAccess

Performed back-office support tasks to ensure smooth operations.

• Assisted corporate clients with online booking tools for flights, hotels, cars, and trains.
• Responded promptly to customer inquiries via email and phone, provided solutions, and ensured satisfaction.
• Resolved issues using TravelPerk policies and procedures, applying creative problem-solving when needed.
• Managed property listings and reservations across OTA platforms (Airbnb, VRBO and Booking.com).
• Payment and refund processing

• Effectively answer concerns, inquiries raised via email, providing product and service information, as needed
• Provided primary customer support to internal and external customers.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
• Reviewed and corrected claim errors to facilitate smooth processing.

• Handled reservation for luxury villas in Bali, Lombok, Phuket, Koh Samui and Sri Lanka, Japan and Maldives
• Worked with customers to understand needs and provide excellent service.
• Collaborated with team members to achieve target results.
• Handled event bookings for Indonesia and Thailand.
• Handled Airbnb, Expedia, Booking.com and other OTA's platform
• Ensures smooth and high quality booking process for direct clients and Travel Agents by providing significant information about our villas and addressing their queries in a timely manner
• Assist with the pre-arrival needs or last minute bookings arriving within 15 days, and coordinates guest information and arrival requests to the guest service team and villa manager
• Prepared customer invoices, accepted payments and processed refund and cancellation requests.

• Offered advice and assistance to customers, paying attention to special needs or wants.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Handled customer inquiries and suggestions courteously and professionally.
• Tracked customer service cases and updated service software with customer information.
• Investigated and resolved customer inquiries and complaints quickly.
• Maintained up-to-date knowledge of product and service changes.

• Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
• Maintained operational proficiency in coordinating international travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
• Responded to clients' questions, issues and complaints and found appropriate solutions when needed.
• Arranged travel accommodations for corporate clients
• Responded to clients' questions, issues and complaints and implemented appropriate solutions.

• Handled high-volume telemarketing operations with expert use of client management software and computer dialing.
• Displayed excellent sales skills and understanding of how to leverage abilities to exceed quotas.
• Answered inbound telephone calls from interested customers to persuasively discuss offerings.
• Built relationships with customers using strong persuasion and active listening skills.

• Answered product and service questions, suggesting other offerings to attract potential customers via chat, calls and email.
• Monitor customer deliveries
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

• Offered immediate, friendly and knowledgeable assistance to every american guest.
• Described menu items in detail and educated customers about meal options.
• Entered orders into computer system quickly and in proper sequence.
• Politely and persuasively suggested upgrades and related menu items such as drinks and desserts to achieve upselling objectives.