Reading Books, Dancing , Attending Seminars and Trainings
Gina Villareal
Reservation Agent
Thuwal Jeddah
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Summary
More than 9 year Hospitality Industry experience as Reservation Agent with profound knowledge of general hotel policies and procedures with proficiency in interacting effectively by telephone and email with guests of diverse ages, backgrounds and interests.
Remarkable 10-year experience in Sales and Marketing Industry as a Section Head. Headed up the Operation Team and effective communicator with excellent skills in building relationships, strong analytical, problem solving and organizational abilities which aim to provide high quality product and excellent customer/guest service satisfaction.
Overview
20
20
years of professional experience
4
4
years of post-secondary education
4
4
Certifications
2
2
Language
Work History
Reservation Agent
Visiting Students Accommodation –Housing Dept.
King Abdullah University Of Science And Technology Thuwal Jeddah KSA
03.2017 - Current
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings
- Promptly confirmed reservation via email
- Handling individual request including assisting walk-in guest who drop unannounced and book reservation request, process and deal with group booking requests maximum of 200 guests per event, accommodate special request and guest preference if possible
- Selling rooms and book rooms as per availability and encode in system proceed to confirm with proponent via email.
- Recorded all special room requests including breakfast, laundry, bus pick up, welcome packs, meal voucher, boat trips.
- Made guest/proponent familiar with features, amenities, facilities, and available service at Hotel
- Create and close contract and process charges using SAP System
- Dealing with external and internal communications
- Keeping team notified thru email for new assignments, amendments, extension, movements, cancellations and expected departures from time to time daily
- Update Share Point, Next Cloud and all related reports for any changes and update Occupancy Status daily
- Coordinate with Operation Team room status, maintenance related issues, housekeeping and any special request, and monitoring Ready for Occupancy Report
- Dealing with guest complaints and resolved issues in efficient, helpful, and timely manner to achieve guest satisfaction and excellent quality service
- Processing unit access authorization and notification to complete task for unit preparation, post and pre-departure inspection, ongoing maintenance issues and emergency cases and planned preventive maintenance in required scheduled duration and extend if necessary
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of hotel, services, and facilities
- Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills
- Maintained awareness of types of rooms available in different resort locations
- Generated and reported performance metrics to management to inform decision-making
- Resolved various issues and discrepancies for customers
- Worked closely with front desk to achieve full occupancy of property
- Investigated and identified alternative accommodation solutions for customers to provide superior customer service
- Provided follow through on all calls with confirmations and dissemination of requested information
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts
- Established and cultivated relationships with travel partners, providing clients with smooth ticketing processes
- Reviewed and updated customer information to maintain up-to-date records for high-quality service
- Produced and shared customer service reports to support management decision-making
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs
- Generated and delivered daily, weekly, monthly, and yearly report for updates, history, and summary of bookings
- Relieving Duty Supervisor, Front Desk and Night Auditor during off days, absence and leave and sending report before end of shift.
Front Desk Agent
KAUST-INN Hotel
King Abdullah University Of Science And Technology Thuwal Jeddah KSA
08.2015 - 01.2016
- Welcomed each new arrival pleasantly and confirmed reservations and identification
- Oversaw fast-paced front desk operations and guests' needs at busy facility
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention
- Used internal software to process reservations, check-ins and check-outs. Charges applied using JONAS SYSTEM
- Collected room deposits, fees, and payments
- Responded swiftly to room requests and other inquiries made via establishment website, email, or phone
- Issued room keys to guests upon check-in and answered questions regarding proper use
- Took reservations over phone, in person, and via computer for guests and provided confirmation information
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests
- Confirmed important personal and payment information for compliance with security and payment card industry standards
- Maintained clean and organized front desk areas to uphold polished company image
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms
- Developed and maintained positive relationships with guests for satisfaction
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization
- Prepared reports on guest satisfaction levels and other metrics
- Introduced customers to resort amenities with pleasant and helpful demeanor
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation
- Promoted hotel brand's loyalty program via social media, email and direct mail
- Implemented marketing and promotional initiatives to increase occupancy
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate
- Enforced policies and procedures to increase efficiency
- Liaised with housekeeping staff to verify service and maintenance of hotel standards
- Trained new staff members in customer service techniques and hotel operations
- Stored guest valuables in safe and individual boxes for security
- Acknowledged complaints in timely manner, addressed promptly according to urgency while keeping guests informed and find most accurate solution to get it resolved.
Reservation Agent
KAUST-INN Hotel
King Abdullah University Of Science And Technology Thuwal Jeddah KSA
08.2015 - 04.2017
- Received individual and group booking requests maximum of 200 guests each event, blocked, and assigned rooms and processed charges using JONAS SYSTEM while ensuring to meet clients/guest requirements and preference
- Negotiated room rates and maximize room capacity to increase sales revenues and updating waiting list to ensure demand has been accommodated once room becomes available.
- Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills
- Answered almost 50 incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings
- Maintained awareness of types of rooms available in the hotel
- Provided customers with information about availability and pricing
- Provided follow through on all calls with confirmations and dissemination of requested information
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle
- Investigated and identified alternative accommodation solutions for customers to provide superior customer service
- Worked closely with front desk to achieve full occupancy of property
Inspector
KAUST-INN Hotel
King Abdullah University Of Science And Technology Thuwal Jeddah KSA
10.2014 - 08.2015
- Evaluating physical conditions of facilities to determine its damages and work required
- Established additional services needed such as repair works, paintings, renovations and replacement of old and damaged equipment and furnishings
- Performed regular inspections on all vacant units and checking and examining of rooms and units prior to guest arrival to ensure room readiness, do pre and post departure inspection to assess any damage and missing items
- Reporting of all issues found including Maintenance, Housekeeping, Key Issues, IT issues, Damages and Missing Items and overseeing inspection processes
- Maintaining record of all inspection carried and mentioned any deficiencies
- Monitoring guest rooms and ensured regular replenishment of supplies, laundries, toiletries and inspect unoccupied rooms/units for any malfunctions
- Updating Maintenance Report and responsible for raising any related issues or concerns regarding cleanliness and orderliness of each rooms and whole building as well.
- Ensured all cleaning guidelines have been met by Housekeeping Staff and notifies them of any inadequacies
- Reporting inspection results to management.
Section Head
Citimart Group Of Companies -Legend Shopping Mart
P. Burgos Cor. D. Silang St. Batangas City , Philippines
05.2004 - 09.2014
- Engage in carrying out day to day store activities, store updates, problems and concerns even handling customer complaints
- Delegate task with staff, ensuring specified work requirements and established standards had been met.
- Observing and checking safety and security of staff, store premises and especially customers
- Recommend changes that could improve service and increase operational efficiency
- Select, order and purchase new equipment and supplies
- Confer with staff to resolve performance and personnel problems, motivates subordinates, and assess their attitude
- Handled customer complaints and established good customer relation and customer care
- Hands on to counter duties and have access for every counter transaction
- Orient newly hired employees, discussed implemented company rules and regulations, and keep track of records
- Responsible for evaluating employee job performance as well as taking personnel actions such as transfer of assignments, promotions, demotions and even dismissals
- Manpower scheduling, stocks inventor, purchasing of stocks to respective suppliers when necessary
- Do Monthly Sales Report, Loss and Damaged Report, Summary of Deliveries and Pull-out Report and Company Violation Reports
- Observing cleanliness and orderliness of store
- Motivate, develop, and trained handled employee
- Check display, stock level and replenishment of stocks and target sales quota
- Updating daily deliveries and provide summarized report of over-stocks, out –of stocks and damaged stocks.
- Responsible in rearranging lay-out display, launching of new arrival stocks that fits for every season and create innovative ideas to highlights monthly theme.
- Supervision of employees performance to ensure quality customer service satisfaction has been provided.
- Act as Duty Supervisor when necessary, as required.
Education
Bachelor of Science in Commerce Major in Business Management - Business Management
06.1999 - 04.2003
Skills
Hospitality Managementundefined
Accomplishments
- Trained, motivated and promoted staff for career growth opportunity
- Handled reservation for individual and big events which consist maximum of 200 guests per event
- Headed up the Operation Team to provide quality product and customer/guest service satisfaction
- An effective communicator with excellent skills in building relationships, strong analytical, problem solving and organizational abilities.
Alternative Email
villarealgina25@yahoo.com
Personal Information
- Religion: Islam
- Date of Birth: 08/31/82
- Nationality: Filipino
Seminars Trainings Attended
- Digital and Cyber Security Awareness, 01/01/23
- Customer Service Skills, 12/31/22
- Developing Quality Customer Service Skills, 12/31/22
- Anger Management and Conflict Resolution, 12/28/22
- Business Etiquette and Professionalism, 12/27/22
- Teamwork and Team Building, 01/15/20
- Customer Service, 01/18/20
- QMS Awareness, 02/04/20
- First Aid Awareness, 09/09/19
- HSE Induction, 07/22/19
- Fire Safety, 07/09/19
- Chemical Management, 03/18/15
- Waste Management Certificate, 03/23/15
- Spill Prevention Control and Counter Measure, 03/30/15
- Wastewater Management, 03/31/15
- Hotel Evacuation Training, 04/28/15
- Customer Service Excellence Training, 08/16/14
- Basic Salesmanship Training Program
Certification
Hotel Evacuation Training
Interests
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Certificate of Appreciation for Contributing to WAICY
12-2023
Certificate of Contribution -KAUST Space 2101
02-2023
Reservation Agent - Visiting Students Accommodation –Housing Dept.
03.2017 - Current
Front Desk Agent - KAUST-INN Hotel
08.2015 - 01.2016
Reservation Agent - KAUST-INN Hotel
08.2015 - 04.2017
Hotel Evacuation Training
04-2015
Inspector - KAUST-INN Hotel
10.2014 - 08.2015
Customer Service Excellence Training
08-2014
Section Head - Citimart Group Of Companies -Legend Shopping Mart
05.2004 - 09.2014
Lyceum of The Philippines University Batangas - Bachelor of Science in Commerce Major in Business Management, Business Management
06.1999 - 04.2003
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