Inessa Sidibe
Reservation Agent
Cairo, El Rehab
Summary
Guest-oriented Reservation Agent with advanced-level reservation and customer service skills. Proficient in effectively managing daily correspondences and operational tasks to exceed customers' expectations and expand customer base. Friendly, organized and hardworking with strong skills in software and hardware, including the Microsoft Office Suite, with an ability to quickly pick up any reservation systems.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work History
Reservation Agent
FLASH TOUR TRAVEL
Cairo
11.2021 - Current
- Managed online booking inquiries, reservation issues and assisted guests and travel partners with questions throughout entire booking cycle (including duplicate or missing reservations or overbooked nights).
- Prepared invoices, accepted payments and processed refund and cancellation requests.
- Arranged for group hotel bookings in collaboration with sales department for weddings and special events.
- Analyzed data of Eats market to identify opportunities for improvement.
- Coordinated with Zanzibar hotels to create a network for assisting with overflow issues and other problems requiring resettling clients.
- Booking increasing by maintaining strong knowledge of resort products, services and facilities.
Senior Quality Control Agent
OTI HOLDING, ODEON TOURS INBOUND EGYPT
Hurghada
05.2013 - 09.2016
- Created and maintained several databases to track statistical data.
- Standardization of the terminology and specifications of the services offered by tourism service providers, including related activities, touristic destinations and the requirements of facilities and equipment used by them, to provide tourism buyers, providers and consumers with criteria for making informed decisions.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Customer Service Agent
TEZ TOUR EGYPT
Hurghada
10.2011 - 05.2013
- Special requests, complaints and other customer service inquiries.
- Provided primary customer support to internal and external customers.
- Maintained files and records by filing systems that boosted efficiency and organization.
- Handle any problems in a courteous manner to maintain customer satisfaction.
- Answer e-mails and multi-line telephone system to aid guests, direct callers and take messages.
Hotel Front Desk Receptionist
GOLDEN 5 TOPAZ CLUB (226 rooms)
Hurghada
04.2011 - 10.2011
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Collected room deposits, fees and payments.
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
- Responded to the requests of guests, including booking transportation to and from the airport, to ensure all needs were properly handled.
Hotel Front Desk Receptionist
STEIGENBERGER GOLF RESORT (196 rooms)
El Gouna
10.2010 - 03.2011
Guest Relation Agent
Sunrise Holidays resort (259 rooms)
Hurghada
09.2009 - 10.2010
- Provided information about the resort and surrounding area to clients to answer their questions, solving their complaints and enhance their stay.
- Assisted clients in booking spa services, adventure packages and other services at the hotel.
- Advised guests about on-property and off-site amenities best suiting needs.
- Engaged guests through upbeat conversation and personalized service.
- Logged guest interactions via email, phone, in-person in and in computer system.
- Typed up professional business correspondence, reports and other documents.
- Compiled feedback to help management improve guest relations policies and prevent common conflicts.
- Following of reward system, increasing the number of new loyalty members.
- Patient and compassionate, with an ability to maintain the highest standards while working with even the most difficult customers who continually try to cancel and rebook their accommodation.
Education
Master’s Degree in Building And Design
Volgograd State University of Architecture And Civ
Volgograd, Russia 09.2004 - 02.2009
Skills
Problem-solving skills
Timeline
Reservation Agent
FLASH TOUR TRAVEL
11.2021 - Current
Senior Quality Control Agent
OTI HOLDING, ODEON TOURS INBOUND EGYPT
05.2013 - 09.2016
Customer Service Agent
TEZ TOUR EGYPT
10.2011 - 05.2013
Hotel Front Desk Receptionist
GOLDEN 5 TOPAZ CLUB (226 rooms)
04.2011 - 10.2011
Hotel Front Desk Receptionist
STEIGENBERGER GOLF RESORT (196 rooms)
10.2010 - 03.2011
Guest Relation Agent
Sunrise Holidays resort (259 rooms)
09.2009 - 10.2010
Master’s Degree in Building And Design
Volgograd State University of Architecture And Civ
09.2004 - 02.2009
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