HILDA POOL
Baie Ste Anne, Praslin
Summary
Highly skilled and experienced Assistant Guest Relations Manager with a proven track record of creating exceptional guest experiences and resolving issues. With over 18 years of service in the hospitality industry. Strong leadership and communication skills with a passion for delivering exceptional service.
Overview
20
20
years of professional experience
Work History
Assistant Guest Relations Manager
Constance Lemuria
05.2018 - Current
- Assisted guests with check-ins, account inquiries, restaurant bookings and any additional services needed.
- Responded to incoming guests, telephone calls and email inquiries with efficiency and professionalism.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Recommended hotel services or amenities that guest may find useful.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Provided guest assistance and recommendations for tourist attractions.
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Direct, coach and manage guest relations team to ensure all standards and operating procedures are adhered to.
- Examine activities logbook, assign tasks appropriately and implement control schedule daily.
- Resolved sources of dissatisfaction and implemented processes to prohibit future service obstacles.
Reservation Sales Agent
Air Seychelles
08.2005 - 05.2008
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Answered incoming phone calls and developed friendly rapport with customers while answering questions, making recommendations, and leading conversations to bookings.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Handled billing information over phone.
- Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
- Provided customers with information about availability and pricing.
- Resolved various issues and discrepancies for customers.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Provided follow through on all calls with confirmations and dissemination of requested information.
Receptionist
New Emerald Cove Hotel
01.2004 - 01.2005
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Processing bills and helping clients or customers if they have any questions about their charges.
- Organizing files for billing, customer and client records, etc.
- Answered phone promptly and directed incoming calls to correct offices.
- Corresponded with clients through email and telephone.
- Maintained confidentiality of information regarding clients and company.
- Provided clerical support to company employees by copying, faxing, and filing documents.
Education
Constance Bright Certificate - Supervisor Development Program
Constance Academy
2021
Certificate - Front Desk Check in & Check Out
TYPSY Online Course
2020
Certificate - Introduction To Hospitality Management
TYPSY Online Course
2020
Certificate - Introduction To Leadership
TYPSY Online Course
2020
Certificate - Guest Experience Fundamentals
TYPSY Online Course
2020
Certificates in City & Guilds - International Tourism
Seychelles Tourism Training College
La Misere2003
Skills
- Communication
- Customer service
- Time management
- Organization
- Leadership
- Multitasking
- Teamwork
- Attention to details
- Training and Mentoring
- Creating Standard operating procedure "SOP"
- Interviewing and Hiring
ADDITIONAL EXPERIENCE
Constance Lemuria
Acting Sales and wedding coordinator Sep - Nov 2018.
Acting Concierge Manager Oct - Nov 2023
Acting Duty Manager twice monthly.
Languages
Creole
Native language
French
Proficient
C2
English
Proficient
C2
Italian
Elementary
A2
Timeline
Assistant Guest Relations Manager
Constance Lemuria
05.2018 - Current
Reservation Sales Agent
Air Seychelles
08.2005 - 05.2008
Receptionist
New Emerald Cove Hotel
01.2004 - 01.2005
Constance Bright Certificate - Supervisor Development Program
Constance Academy
Certificate - Front Desk Check in & Check Out
TYPSY Online Course
Certificate - Introduction To Hospitality Management
TYPSY Online Course
Certificate - Introduction To Leadership
TYPSY Online Course
Certificate - Guest Experience Fundamentals
TYPSY Online Course
Certificates in City & Guilds - International Tourism
Seychelles Tourism Training College
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