Served as the first point of contact for guests, handling inquiries via phone, email, WhatsApp, and OTA chat platforms (Expedia, Booking.com, Airbnb) Managed guest reservations, confirmations, and payments, resolving issues such as double bookings, no-shows, and payment disputes Supervised and provided ongoing training for the Guest Experience team to ensure high service standards Assisted guests throughout the reservation process, providing personalized support to enhance their stay Handled customer complaints and issue resolution efficiently to maintain guest satisfaction Conducted on-site visits to properties as needed for operational support and quality assurance Responded to guest reviews and ratings on various OTA and company platforms, improving brand reputation Compiled weekly reports on operational events and guest feedback, contributing to continuous service improvements Ensured compliance with internal procedures and recommended enhancements to optimize guest experience

Acted as the first point of contact for customers, resolving inquiries via phone, email, and CRM platforms Provided empathetic and solution-oriented support, ensuring a seamless customer experience Managed customer records and feedback, contributing to process improvements Collaborated with internal teams to optimize service workflows and improve response times Led customer outreach projects, enhancing engagement and satisfaction rates

Managed a team of customer support specialists, ensuring high-quality service delivery Resolved customer inquiries efficiently, achieving a 20% improvement in response time Developed new customer service strategies to enhance the overall support experience Handled escalated customer complaints with professionalism and empathy Maintained detailed records of customer interactions to improve service processes