(555) 432-1000,
Montgomery Street, San Francisco, CA 94105

Bilingual Reservation Agent with advanced fluency in Tongan. Adept in answering telephone calls and emails in a courteous and professional manner. Prompt and efficient with following up with guest inquiry leads for second chance bookings. Offering advanced customer service talents and 10 years of experience.

Hardworking Reservation Agent with 4 years of experience providing top-notch service in customer service.

  • Phone etiquette
  • Upselling proficiency
  • Travel sales
  • Telephone reception
  • Travel reservations
  • Customer reservations
  • Schedule maintenance
  • Organization
  • First Aid/CPR
  • Team management
  • Business operations
  • Communications
  • Supervision
  • Inventory management
  • Planning and coordination
  • Operational improvement
  • Team building
  • Invoice generation
  • Security systems
  • Relationship development
  • Customer service
  • Problem resolution
  • Reflective listening
  • Front desk management
  • Body mechanics
  • Understands spa services
  • Administrative procedures
  • Social skills
  • Understanding of body signals
  • Ability to make contacts
  • Sales and marketing
  • Insurance billing
  • MS Office
  • Administrative support
Education and Training
Remington College Honolulu, HI Expected in : Massage Therapy - GPA :
Kealakehe High School Kailua-kona, HI Expected in 05/2011 High School Diploma : - GPA :
Remington College Honolulu Campus Honolulu , HI Expected in 02/2013 Massage Diploma : Massage Therapy - GPA :
Northern Quest - Reservation Agent
Airway Heights, WA, 06/2018 - 08/2019
  • Processed incoming reservation calls and applied up-selling techniques to inform callers of premium services.
  • Assembled and issued required documentation, such as tickets, travel insurance policies and itineraries.
  • Provided clients with assistance in preparing required travel documents and forms.
  • Collaborated with sales department to arrange large group hotel bookings for such special events as destination weddings.
  • Contacted customers to advise on travel conveyance changes and to confirm reservations.
  • Relayed information on availability, pricing and discounts to customers.
  • Kept accurate knowledge of all types of rooms available at various resort locations.
  • Suggested amenities suited to clients' needs.
  • Verified guest information and payment options ensuring accuracy and completeness.
  • Coordinated with front desk staff to maintain maximum occupancy.
  • Improved customer satisfaction by finding creative solutions to problems.
  • Improved profit margins by streamlining operations and workflow and negotiating competitive vendor contracts.
  • Created agendas and communication materials for team meetings.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Earned reputation for good attendance and hard work.
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
Accor Hotels - Massage Therapist
Carolina, PR, 06/2016 - 05/2018
  • Assisted with basic bookkeeping needs such as filing and maintaining over 50-75 clients' records.
  • Worked with 10-15 clients per week performing variety of therapeutic massages, including pregnancy, sports, deep tissue and Swedish.
  • Cleaned massage rooms after use and prepared for next client.
  • Collected detailed client information to create over 50+ individualized plans to relieve pain, improve circulation, rehabilitate injuries and increase relaxation.
  • Handled $75-$250 in cash and credit card payments daily.
  • Devised informational marketing ads and pamphlets to bring in 4-8 additional clients.
  • Collaborated with others to discuss new modalities opportunities.
  • Recognized by management for providing exceptional customer service.
  • Earned reputation for good attendance and hard work.
  • Answered 10-25 calls per 2hrs. to answer customer questions.
  • Created agendas and communication materials for team meetings.
Zermatt Resort - Front Desk Agent
Midway, UT, 02/2014 - 06/2016
  • Balanced accounts and conducted nightly audits to keep bookkeeping current.
  • Maintained smooth operations by correctly assigning rooms and coordinating efficient guest check-ins and check-outs.
  • Managed customer complaints and rectified issues to complete satisfaction.
  • Coordinated with internal departments to handle wide range of guest needs.
  • Completed end-of-day reporting and balanced registers to maintain financial accuracy.
  • Monitored reservations to track incoming parties and special events.
  • Stayed current on local attractions and special events to help guests with entertainment options.
  • Warmly greeted incoming guests, issuing room keys and providing information regarding policies and amenities.
  • Enhanced guest satisfaction by answering inquiries about business operations and policies, resolving concerns and developing creative solutions to guest concerns.
  • Posted charges, updated accounts and issued bills to departing guests.
  • Collaborated with housekeeping and maintenance staff to address and mitigate facility issues.
  • Set guest and group reservations and processed check-ins and check-outs.
  • Informed travelers of hotel security features and offered details regarding safety processes and procedures.
  • Educated guests regarding important property information and directions to all areas of hotel, including casino, gift shop and restaurants.
  • Provided property details to patrons, including dining areas, pool, spa and fitness center.
  • Managed all front desk operations for busy high-volume hotel.
  • Computed guest billings and posted charges to room accounts.
  • Reserved guest rooms over phone, in person and via computer for travelers and provided confirmations.
  • Pleasantly answered phone calls and routed to proper guest or department.
  • Responded to inquiries and room requests made online, by phone or email.

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Resume Overview

School Attended

  • Remington College
  • Kealakehe High School
  • Remington College Honolulu Campus

Job Titles Held:

  • Reservation Agent
  • Massage Therapist
  • Front Desk Agent


  • Some College (No Degree)
  • High School Diploma
  • Massage Diploma

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