Catherine Rodriguez Email and Phone Number

• Meet target KPIs set for Senior Reservations Agent.• Queue Management – Over see phone call and email volume and ensure turn around as per company standards and monitor number of team member's logged in.• Work on Team Leaders Inbox and ensure turnaround times are met.• Report Issues and discuss solutions with Floor Manager, Supervisors and Revenue Managers as required.• Coordinate with Revenue Manager in any allotment close our required.• Check LIDO and urgent requests daily to endure all bookings/amendments/ cancellations are entered correctly and paperwork filed properly.• Complete daily reporting of all statistical information required in the policies and procedures.• Inform Floor Manager of information that need to be liaised with Hotel Managers/FOM's as required• Carry out any additional duties as required by the Floor Manager, Operations Manager, Supervisors, RM's or GMR.

• Handles Email enquiries from customers and forward emails to correct department if needed.• Handles enquiries over the phone and convert to sale.• Book/Amend reservations for guest.• Provide excellent customer service.• Handle customer enquiries via Live Chat.• Stop Sell/ Rate load during weekends.

* Handles calls from customers asking to speak with a Supervisor and attend to their needs focusing on customer retention• Taking Consult calls from Tier 1 agents confused about policies/processes and helps them make a resolution• Process hotel denied reservations, airline name corrections/change, airline schedule changes.• Responsible in requesting investigations for customers claiming website/agent error.