Zubayr Adams
Receptionist
Primrose
Summary
Proven Reservations Agent and Front Desk Receptionist with a track record of enhancing customer satisfaction and streamlining booking processes at Lion Roars Hotels & Lodges. Skilled in utilizing Protel and Opera for efficient reservation management and excelling in communication and upselling strategies. Demonstrated ability to improve guest experiences through meticulous attention to detail and strong interpersonal skills.
Overview
9
9
years of professional experience
Work History
Reservations Agent
Lion Roars Hotels & Lodges
02.2024 - 12.2024
- Checking and responding to emails with travel agents and guests.
- Ensuring that all bookings has received payments/vouchers, also following up with agents and tour operators for payment.
- Provided outstanding customer service by addressing client inquiries and resolving issues professionally and courteously.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Developed strong relationships with travel agents and corporate clients, leading to increased referral business and repeat bookings.
- Utilized Protel and Opera software systems effectively to manage bookings, track availability, and update guest records accurately.
- Monitored online review platforms regularly, responding to feedback and using insights for continuous improvement initiatives as well as guests messages from booking.com, expedia etc
- Worked closely with front desk to achieve full occupancy of property.
- Sending and receiving payment information to process manual payments.
- Maintained awareness of types of rooms available in different resort locations.
- Provided customers with information about availability and pricing.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
Front Desk Receptionist
Cresta Grande Hotel
10.2022 - 08.2023
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Collected room deposits, fees, and payments.
- Check-in and check-out procedures for groups and individuals ensuring seamless experiences during their visits.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Managing of the switchboard and transferring calls to the relevant department/individuals.
- Concierge assistance in booking transfers and tours for guests professionally.
- Completing in-house pit checks ensuring correct information on Protel and Opera operating systems.
- Developed strong working relationships with team members, fostering a positive work environment.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Maintained accurate records of visitor logs for security purposes and compliance with company policies.
- Increased customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Collected payments, processed transactions and updated relevant records.
- Helped office staff prepare reports and presentations for internal or client-related use.
- Routed incoming mail and messages to relevant personnel without delay.
Front Desk Receptionist
Strand Tower Hotel
12.2015 - 01.2020
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Collected room deposits, fees, and payments.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Checking and responding to emails from guest and travel agents.
- Assisting reservations department with bookings and vouchers.
- Pit checks and filing.
- Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
- Increased customer satisfaction by promptly addressing and resolving inquiries and concerns.
Education
High School Diploma -
Alexander Sinton High School
Athlone, Cape Town. 04.2001 -
Skills
Communication, Interpersonal and team work
Time management
Good numerical skills
Patience and composure
Reservations assistance
Email etiquette
Language fluency
Upselling strategies
Timeline
Reservations Agent
Lion Roars Hotels & Lodges
02.2024 - 12.2024
Front Desk Receptionist
Cresta Grande Hotel
10.2022 - 08.2023
Front Desk Receptionist
Strand Tower Hotel
12.2015 - 01.2020
High School Diploma -
Alexander Sinton High School
04.2001 -
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