- Reviewed arrival lists and prepared guest information in the system.- Ensured loyalty members, VIPs, and repeat guests received benefits and special recognition.- Provided information on hotel facilities, programs, and services.- Coordinated with departments to fulfill guest requests and preferences.- Handled guest complaints, emails, messages, and phone calls professionally.- Maintained accurate guest booking information in the PMS.- Managed and confirmed reservations from direct bookings and OTAs.

- Managed and confirmed reservations from multiple channels (email, phone, website, OTAs).- Communicated with guests and partners via phone and WhatsApp, providing property information.- Ensured reservation accuracy by aligning data in the PMS with guest and agent correspondence.- Maintained villa availability across OTA portals, the villa calendar, and the villa website.- Processed room payments, including creating invoices, sending payment links, and handling refunds.- Prepared reports on room reservations and availability.

- Developed expertise in customer service and satisfaction - Analyzed different customers’ needs and preparing sales proposals/contracts. - Answered client questions about property services, facilities and availability

- Delivered outstanding customer service, embodying St. Regis luxury standards and values.- Warmly welcomed guests, creating a memorable first impression.- Provided attentive food and beverage services, facility information, and event details.- Recommended services and handled reservations, personalizing each guest’s experience.- Collaborated with departments to fulfill special requests seamlessly.- Proactively anticipated guest needs, ensuring the highest quality service at all times.- Addressed guests by name, building rapport with regular visitors to enhance loyalty.- Applied St. Regis values to craft unforgettable, impeccable experiences throughout each guest’s stay.