Effective with 10 years of experience assisting customers using active listening and customer needs assessment to offer targeted solutions. Consistently friendly and professional when handling diverse customer needs in high-volume call center environments. Smoothly manage workflow and optimize team strengths to meet service quotas.
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-Adhere to defined procedures, standards, and performance expectations while sharing any insights for improvement.
-Dedicated and compassionate in handling escalated issues and working closely and professionally with other departments for the best resolution
-Own issues from the time you receive them to the time they are resolved, working quickly to meet partner expectations.
-Adhere to defined procedures, standards, and performance expectations.
-Build and modify promotions, rooms, prices, and other sales and inventory work types
-Learn and understand the online travel agency (OTA) industry, connecting your work to business goals.
-Identify process and program issues and inefficiencies and bring them to the attention of our improvement teams.
-Assist the Market Manager in all administrative related process and tasks
-Provide the operational support inclusive of revenue-generating work-types and complex supplier relations issues to hotel partners
-Continuous improvement: offer alternatives and ideas for improvement
-Respond to inventory management inquiries.
-Create new hotel content and perform ongoing maintenance of hotel content by capturing and confirming data about property amenities, on-site services, and contact information. This involves contacting the hotel to gather information as well as using a checklist to ensure requisite data is gathered -Ensure that the product is complete and competitive, by the types of room build, rate plans, rates and inventory are loaded by the hotel or via their Channel Manager -Loading promotions for the properties, as agreed by the Market Manager during contracting -Edit existing hotel content in English, including paragraphs, amenities, and photos; address change requests, clarifying details, when necessary, while adhering to style guidelines, defined processes, classifications, and image standards; call the hotel to gather information; answer a checklist of questions about the property -Assign star ratings within star rating criteria guidelines, and categorizing by themes and structure types -Solidly understand different lodging/property types in the travel industry and the differing services and amenities featured -Make decisions and apply content appropriately following defined processes and classifications -Acquire photos through web scraping and contacting hotels; moderate and load photos; classify photos per criteria -Work efficiently towards daily targets and team metrics (due dates); complete all work to program standards as defined for each process; focus on continuous improvement -Train hotel partners on tools and processes that will optimize their products on our sites -Provide project support for other content tasks, as assigned -Provide feedback due to SuperUser Project -Weekly Business Review and Team Metrics Report Pillar -Mobile Messaging Initiative Pillar -Assist team member when they have an issue with trouble shoot basic connectivity issues
-Trainer and Pillar for Tier II function to PACTH and HPS team
-Promote excellent partner relations by managing accurate responses with a positive attitude and service behavior
-Respond to inquiries or requests in inventory management, data entry, and training
-Call partners to resolve current and future issues (questions, changes, etc.)
-Providing partners self-service support and maintenance by educating the relating functions of the software
-Flexible and willing to defined procedures, standards and performance expectations directed by your Supervisor.
-Manage financial transaction support (disputes, questions, etc.) to partners across multiple account models.
-Administering accounting related processes, including accounts payable inquiries from lodging partners.
-Building and handling new and/or updating existing room type and rate plan, rate plan linkage, rate acquisition, pricing model changes, promotions, and rate rules.
-Manage new hotel acquisition and onboarding contract administration including contract checklist and management.
-Collaborate with market management teams and other internal teams to respond to critical & complex hotel partner issues
-actively promote our preferred payment methods.
-solve queries and invoice disputes from the partners.
-Receive calls to the hotel and assist clients to make
reservations as well as ensure that any special client
requests are forwarded to the hotel staff.
- Answers email queries and assists clients who are
having difficulties making reservations online.
- Responsible for sales, reservation and customer
Management
-Make booking for group or conferences and returning by excel to Sales department
-Receives payments for services offered by the
establishment and ensures that guests receive
records of their payments along with terms and
conditions for use of hotel services
- Plays the role of accounting for ensures that the
accounts of the hotel are up to date and that all
transactions are clearly recorded.
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School Attended
Job Titles Held:
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