Adriana Dos Santos
Toronto,ON
Summary
Customer-oriented Reservation Agent with over 5 years of experience in the hospitality and Tourism industry. Hardworking with excellent telephone sales skills. Works to answer all guests questions via phone or email to reach positive outcomes.
Overview
10
10
years of professional experience
Work History
Reservation Agent/Property Administrator
Free Lance
09.2023 - Current
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Provided customers with information about availability and pricing.
- Resolved billing discrepancies efficiently by coordinating efforts with accounting personnel to ensure timely resolution for all parties involved.
- Maintained awareness of types of rooms available in different property locations.
- Provided regular financial reporting to property owners, keeping them informed of revenue trends and expenses.
- Updated property listings regularly on various platforms, ensuring accurate information was readily available for prospective tenants searching online resources.
- Resolved various issues and discrepancies for customers.
Bilingual Customer Service Representative
Booking.Com
05.2021 - 08.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Prepare and send client confirmations, documents, and invoices; collect and process payments
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Customer Service Representative
American Water Company
02.2020 - 04.2021
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Restaurant Hostess
Buca Yorkville
09.2018 - 03.2020
- Demonstrated strong multitasking skills by handling telephone inquiries while attending to in-person guest needs seamlessly.
- Handled high-pressure situations gracefully, managing multiple tasks simultaneously while maintaining a calm demeanor.
- Answered customer questions about hours, seating, and menu information.
- Maintained an organized waitlist for busy times, ensuring efficient seating of guests.
- Managed reservations effectively, accommodating special requests and ensuring accurate guest counts.
- Collaborated with servers to ensure smooth transitions between tables, minimizing wait times for guests.
- Collected information from arriving customers to seat groups or place them on waitlist.
Concierge
Hotel Aldrovandi Villa Borghese
03.2015 - 08.2018
- Organized exclusive events for VIP clientele, overseeing all aspects from planning to execution.
- Established strong relationships with local businesses and vendors, securing exclusive deals and discounts for VIP clients.
- Maintained detailed records of client preferences and requirements to provide consistent and personalized service.
- Collaborated closely with other support team members to deliver seamless assistance across departments when needed.
- Managed high-pressure situations with discretion, tact, and professionalism to maintain client satisfaction.
- Assisted clients with various personal tasks such as shopping, dining reservations, or event coordination.
- Scheduled and confirmed restaurant reservations for guests.
- Managed check-in and check-out procedures for guests.
Education
Bachelor of Hospitality And Tourism Management - Tourism And Hospitality
IPSEOA Pellegrino Artusi
Rome/Italy07.2005
Skills
Travel bookings
Problem-Solving
Data Entry
Payment Processing
Phone and Email Etiquette
Active Listening
Detail Oriented
Documentation
Creative Thinking
Itinerary Planning
Documentation And Reporting
Multitasking
Adaptability Accountability and Reliability
Languages
Italian
Native or Bilingual
Portuguese
Native or Bilingual
Spanish
Professional Working
English
Full Professional
Timeline
Reservation Agent/Property Administrator
Free Lance
09.2023 - Current
Bilingual Customer Service Representative
Booking.Com
05.2021 - 08.2023
Customer Service Representative
American Water Company
02.2020 - 04.2021
Restaurant Hostess
Buca Yorkville
09.2018 - 03.2020
Concierge
Hotel Aldrovandi Villa Borghese
03.2015 - 08.2018
Bachelor of Hospitality And Tourism Management - Tourism And Hospitality
IPSEOA Pellegrino Artusi
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