Hiking, Reading, Cooking,Cycling
Lucy Mabaya
Reservations Consultant
Cape Town
Summary
Proven Reservations Agent at Living Journey Collection, adept in travel bookings and delivering friendly service, enhanced customer satisfaction, and increased
bookings through excellent communication and problem-solving skills. Achieved full occupancy, surpassing performance targets. Skilled in telephone reservations and fostering teamwork, consistently exceeding sales goals by leveraging interpersonal communication and multitasking abilities.
Overview
11
11
years of professional experience
1
1
Language
Work History
Reservations Consultant
VillagnLife
Cape Town
02.2024 - Current
- Enhanced customer satisfaction by efficiently handling reservation inquiries and providing accurate information.
- Maintained strong relationships with clients through personalized service and prompt communication.
- Managed high-volume phone lines while maintaining professionalism under pressure during peak periods of demand.
- Collaborated with sales and marketing teams to develop promotional offers, attracting new customers and increasing bookings.
- Contributed to the overall success of the company by consistently meeting or exceeding performance targets and goals in a highly competitive market.
- Achieved monthly sales targets by proactively upselling additional products and services when appropriate during calls with customers.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Handled billing information over phone.
- Resolved various issues and discrepancies for customers.
- Worked closely with front desk to achieve full occupancy of property.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
Reservations Agent
Living Journey Collection
Cape Town
01.2020 - 11.2023
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Provided outstanding customer service by addressing client inquiries and resolving issues professionally and courteously.
- Handled billing information over phone.
- Processed payments securely while adhering to strict confidentiality guidelines regarding personal financial information.
- Ensured seamless communication between front desk staff and reservations department for smooth guest check-in experiences.
- Utilized advanced reservation software systems effectively to manage bookings, track availability, and update guest records accurately.
- Monitored online review platforms regularly, responding diplomatically to feedback and using insights for continuous improvement initiatives.
- Developed strong relationships with travel agents and corporate clients, leading to increased referral business and repeat bookings.
- Worked closely with front desk to achieve full occupancy of property.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
Receptionst Switchboard Operator
Vineyard Hotel
Cape Town
12.2013 - 07.2018
- Connected callers with appropriate professional, department, or business.
- Answered calls on Number ring and engaged customers with friendly, professional demeanor.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Managed high volume of calls during peak hours, maintaining composure under pressure while efficiently handling each caller''s needs.
- Documented messages and forwarded to correct individual.
- Exceeded performance metrics for call handling speed, accuracy, and customer satisfaction, setting an example of excellence for the switchboard operator team.
- Streamlined administrative tasks such as message-taking and appointment scheduling for increased productivity across multiple departments.
- Provided reliable support to front desk staff, facilitating seamless coordination of daily operations.
- Announced important information and emergency notifications over PA system.
- Processed customer payments for timely, accurate order fulfillment.
Education
Certificate - Office Administration
Rosebank College
CapeTown,South Africa 10.2011
Skills
Problem-Solving
Interests
Timeline
Reservations Consultant
VillagnLife
02.2024 - Current
Reservations Agent
Living Journey Collection
01.2020 - 11.2023
Receptionst Switchboard Operator
Vineyard Hotel
12.2013 - 07.2018
Certificate - Office Administration
Rosebank College
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