Tony Do Email & Phone Number

San Francisco Bay Area

Central Reservations At San Francisco Hornblower Corporate Office

Act as the manager on duty when necessary.Perform Opening/Closing duties as required shifts when you are the senior supervisor on duty.Complete projects assigned by Managers/Director of Reservations.Complete refunds for all products daily.Generate and print boarding reports for Hornblower to ensure all reservations are correct.Answer calls when queues are busy, all product lines.Handle Customer service related issues for Hornblower and our affiliate companies.Serve as a resource for Agent who have questions.Oversee Wholesale Reservations.Advise Management of any personnel issues that need to be reviewed and any possible disciplinary action, documenting all issues.Assist Department Managers in monitoring projects assigned to Agents to ensure they are completed in a timely manner.Answer the CRC MOD phone and assist other ports with questions when they call.Respond & Report any workplace injuries as necessary.Responsible for Training new hires and testing them on the product once training is completed.Update & Maintain all training materials as needed.Continue to monitor agents to ensure they are doing everything correctly.Assist with the Quality Assurance Program.

Central Reservations At San Francisco Hornblower Corporate Office

•Broke the record for most emails in a month (4237).•Reservation – Booking reservation for cruises in Alcatraz Cruises, Statue Cruises, Golden Gate Bridge Tours, and Hornblower Cruises. Giving the best information that tourist needs on our Dining Cruises.•Sell tickets – Building good relationship with guest and making sure sales meet goals 80/20. •Customer service skills – Giving the best service skills to customers and building a relationship•Received top sales on December 2007•Promoted to e-mail lead that handles all questions from guest through all 3 products.•Answering calls, while working on projects between calls.•Respond to email inquires, no more than 24 hours after we received it.•Answer any questions as fully and completely as possible. Ask for more information from the guest if necessary.•Answer all emails with professionalism, courtesy and good service.•Forward any escalated issues immediately to a supervisor, i.e. guest complaints.•Act as a Lead Agent, serving as mentor, sitting with agent during first days of training, until phone ready.•Walk agents through job responsibilities, including reports, until they are familiar with processes. •Assist with directing projects assigned to agents to insure timely completion.•Insure coverage of receptionist breaks.•Knowledge of Radian6 for Social media monitoring, engaging and sharing tools from the industry leader in social media marketing for Statue Cruises and Liberty Landing Ferry Services.•Knowledge of Clearside and directing our guest with presentations of our products for direct sales.•Experience with Interaction Client software.•Knowledge of Ungerboeck software the ins and outs on booking reservations.

•Server – giving great customer service •Cashier – taking phone orders assembling helping other team members.•Stocker – restock other materials. Napkins, menus, other needs.•Busser – cleaning tables and making sure there are no dishes lying around.•Barista – making the best quality of a latte. •Excellent cash handling and customer service skills

•Shift Lead – responsible for training, giving breaks, helping other team members. Maintaining the store.•Cashier – Excellent on handling cash and giving exact change.•Customer Service Skills – giving great customer service skills making sure every drink is perfect.•Excellent on sales – up sell on products and espresso machines.•Fast pace – fast pace on helping, team work, giving directions.•Barista – making the perfect espresso drinks and making that perfect foam.•Win all competition and meet expectations on top sales and goals

Bachelor Of Science (Bs), Business Management

Bachelor Of Science (Bs), Business Management

Capable of balancing work and school while maintaining exceptional performance transferred to SFSU on 2008

Was On Business Management And Finance

Obtained enough accredited units to transfer to SJSU

A High School Diploma, General Education