Kruti Dayalal Email & Phone Number

Lisbon, Portugal

Lisbon, Portugal

Lisbon, Portugal

Lisbon, Portugal

Lisbon, Portugal

Lisbon, Portugal

• Answered customer inquiries regarding their online orders, in a high volume contact center environment.• Consistently achieved daily response targets to customer requests, earning "above average" or "excellent" quality evaluations.• Proactively checked for any potential or actual shipment failures using software systems and informed the customers to advise and agree a resolution that will achieve customer satisfaction.• Provided customers with suitable solutions related to problem orders or complaints, to satisfy their needs, and to maintain and enhance their loyalty to the brand.• Trained and assisted entry-level customer service agents by helping them improving their problem-solving and understanding customer issues abilities.

Lisbon, Portugal

• Handled all incoming calls effectively with a professional and informative approach as per the Reservations call standards.• Processed both telephone and email worldwide reservations according to room types and rate availability.• Managed the reservation system and performed bookings, cancellations and reservation amendments.• Maintained knowledge of hotel properties, special events and responded to guests' requests, complaints or inquires courteously and promptly.• Upsold rooms when applicable and leveraged the hotels loyalty scheme.• Ensured complaints and requests were dealt with the aim of exceeding guests expectations.• Followed all security and safety standards on everyday basis and complied with the optimal utilization of all software systems.

London, England, United Kingdom

• Responded to both written and over-the-phone client and agents enquiries efficiently and professionally.• Maintained a high conversion rate of enquires to bookings.• Conducted BEO meetings and strategy meetings for events and conferences. • Communicated regularly with clients to develop positive working relationships, ensuring bookings were contracted and repeat business.• Liaised with hotel managers to perfect event logistics and guarantee client satisfaction.• Negotiated and up-sold guest room rates, meeting room rental, function space, and hotel services within approved booking guidelines.• After event client relationship management and feedback.

London, England, United Kingdom

• On site event management - organised and coordinated meetings, conferences and banquets for both corporate and private clients.• Communicated daily with cross-functional teams to ensure client requirements were met.• Built and maintained long-term relationships with clients, suppliers and agents.• Dealt with enquires and complaints in a professional manner over the phone, in email and face to face.• Conducted site visits and relevant show rounds with clients.• Generated event contracts and invoices on a daily basis.• Ability to work well under time scales and pressure.• Flexibility to adapt to different types of events.

London, England, United Kingdom

• Responsible for check-in and check out processes.• Welcomed guests and answered queries about hotel offerings and surrounding area.• Managed the reservation system and performed bookings, cancellations and reservation amendments.• Customer support inbox triage - created and owned email filters, handled escalations, managed customer relationships.• Offered and booked appropriate reservation and rates´ options based on hotel´s capacity. • Undertook administrative duties to support HR and financial teams.• Handled complaints (from both staff and customers).• Assisted with training and development.• Financial responsibilities (money handling and cashiering).

Master'S Degree, Tourism Management

Tourism Policy and Planning, Tourism Marketing Management, Urban Tourism

Business Graduate Certificate

International Business, Management and Organisations

Licenciatura, Gestão Do Lazer E Anmação Turística

Activities and Societies: Events Management, Tourism Entertainment, Management of Leisure SpacesTourism & Leisure, Interpersonal.