Priyanka Jatav
New Westminster,BC
Summary
Diligent and customer-focused Reservation Agent with 6+ years of experience in the hospitality industry. Proficient in managing reservations, resolving inquiries, and ensuring exceptional guest satisfaction. Adept at utilizing reservation software and maintaining accurate records. Strong communication and interpersonal skills to effectively handle guest needs and collaborate with team members. Proven track record of meeting and exceeding sales targets while upholding high service standards. Committed to providing personalized service and creating memorable experiences for guests.
Overview
7
7
years of professional experience
Work History
Reservation Executive
Oberoi Hotels & Resorts
03.2021 - 11.2023
- Managed over 40+ calls per day with excellent customer service by efficiently resolving issues and responding to inquiries.
- Providing Product/Service Information to have good understanding of the Hotel products or services and be able to provide accurate and helpful information to Guest.
- Upselling additional products and services to customers, resulting in increased revenue
- Troubleshooting and diagnosing technical problems, providing troubleshooting steps, or coordinating with relevant departments to ensure timely resolution.
- Worked on complex technical issues and escalate them to our Quality Assurance.
- Documented customer interactions and case details in the CRM system, ensuring accurate and up-to-date records, Conducted Guest satisfaction surveys to gather feedback and identify areas for improvement.
- Provided valuable feedback to the product management team on guest feature requests and product improvements.
Reservation Executive
Holiday Inn
01.2019 - 02.2021
- Worked with company systems live support, managed chat flow with up to 3 consecutive chats in queue.
- Verified guest information and payment options ensuring accuracy and completeness.
- Maintain a comprehensive understanding of the company's products or services to provide accurate information, guide customers effectively, and ensure customer satisfaction
- Supported client budget requirements by obtaining best rates from various travel sites.
- Collected, verified and documented customer and reservation details.
- Produced and distributed daily floor sheets detailing reservations.
- Document customer interactions, inquiries, and resolutions accurately in the CRM system or chat software for future reference and analysis.
Client Service Associate
Hotel Hilton
07.2016 - 12.2018
- Handling guest hotel reservations over the phone and chat, addressing customer grievances, work with sales department in regards to occupancy, rates, reservation analysis, providing promotional offers and upgrades to guests.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Coordinated client meetings to offer expert, individualized service, driving sales and boosting brand loyalty.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
Education
Bachelors in Hospitality Management - Resort And Hotel Management
APG University
India04.2016
Skills
- Proficient in CRM systems Zendesk and Salesforce
- Worked on Android, iOS, Mac, and web browsers
- Special Promotions
- Pivot Tables
- Active listening and empathy
- Multitasking and time management
- Teamwork and collaboration
- Knowledge of product/service offerings
- Conflict resolution
Languages
English
Full Professional
Timeline
Reservation Executive
Oberoi Hotels & Resorts
03.2021 - 11.2023
Reservation Executive
Holiday Inn
01.2019 - 02.2021
Client Service Associate
Hotel Hilton
07.2016 - 12.2018
Bachelors in Hospitality Management - Resort And Hotel Management
APG University
Similar Profiles
Shashank MenonShashank Menon
General Manager Operation at Sarovar Hotels & Resorts - Louvre Hotels GroupGeneral Manager Operation at Sarovar Hotels & Resorts - Louvre Hotels Group
Saikat MitraSaikat Mitra
Guest Service Manager at IHG Hotels & ResortsGuest Service Manager at IHG Hotels & Resorts
Mahua ChaudharyMahua Chaudhary
Workplace Trainer at IHG Hotels & ResortsWorkplace Trainer at IHG Hotels & Resorts