Jorge D. Clemente Ojeda
Carolina
Summary
Resourceful Reservations Supervisor offering a history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.
Overview
21
21
years of professional experience
Work History
Reservations Supervisor
Caribe Hilton Hotel
08.2023 - Current
- Maintain accurate records of bookings on hotel reservation system and forecast probable revenue streams.
- Manage online booking inquiries and assist guests and travel partners with questions throughout entire booking cycle.
- Create rate plans and worked with revenue manager to boost occupancy and average achieved room rate.
- Work closely with front desk to achieve full occupancy of property.
- Resolve various issues and discrepancies for customers.
- Maintain awareness of types of rooms available in different resort locations.
- Assist sales team members in developing customer relationships, and building customer loyalty.
- Develop and enforced policies and procedures for compliance with company policies.
- Train and coach reservations team members on best practices for customer service and sales techniques.
- Coordinate with other departments to provide smooth execution of sales initiatives.
Reservations Agent
CARIBE HILTON HOTEL
08.2003 - Current
- Verify customers' credit and establish how the customer will pay for the accommodation
- Contact housekeeping or maintenance staff when guests report problems
- Make and confirm reservations
- Post charges, such those for rooms, food, liquor, or telephone calls, to ledgers manually or by using computers
- Record guest comments or complaints, referring customers to managers as necessary
- Transmit and receive messages, using telephones or telephone switchboards
- Answer inquiries pertaining to hotel services, guest registration, and travel directions, or make recommendations regarding shopping, dining, or entertainment
- Handled reservations and answered questions from interested patrons for busy 600+ room hotel.
Service Representative
TELESOLUTIONS
01.2018 - 03.2019
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Manage CSM Service Portal and Interactive System
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Check to ensure that appropriate changes were made to resolve customers' problems
- Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers
- Solicit sales of new or additional services or products
Customer Service Representative
FIRST MEDICAL HEALTH PLAN
06.2003 - 09.2003
- Explain products or services and prices, and answer questions from customers
- Telephone or write letters to respond to correspondence from customers or to follow up initial sales contacts
- Schedule appointments for sales representatives to meet with prospective customers or for customers to attend sales presentations
Skills
- Fluent in English
- Fluent in Spanish
- Proficient in Microsoft Suite
- Teamwork
- Conflict Resolution
- Detail Oriented
- Leadership
- Upselling proficiency
- Hotel accomodations
- Sales
- Reservation software
Timeline
Reservations Supervisor
Caribe Hilton Hotel
08.2023 - Current
Service Representative
TELESOLUTIONS
01.2018 - 03.2019
Reservations Agent
CARIBE HILTON HOTEL
08.2003 - Current
Customer Service Representative
FIRST MEDICAL HEALTH PLAN
06.2003 - 09.2003
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