Nairoby B. Email & Phone Number

Panama

• Oversaw and managed the reservations operations of multiple properties for Centro America & Mexico region, ensuring the highest level of customer service and satisfaction.• Trained and supervised a team of reservations agents, providing guidance, support, and feedback to ensure consistency and quality in customer interactions.• Developed and implemented strategies to increase 13% revenue and occupancy rates, including pricing strategies and promotional campaigns.• Maintained up-to-date knowledge of industry trends, best practices, and competitor activities to inform strategic planning and decision-making for each country of the region• Analyzed reservation data and generated reports to inform decision-making and identify trends and opportunities for improvement.

Analyzed customer feedback for process improvements to achieve long-term business objectives. Coordinated timely responses to online customer communication and researched complex issues. Assisted call-in customers with questions and orders. Verified and updated customer contact details in Salesforce to build and maintain accurate customer database. Responded to customer needs through competent customer service and prompt problem-solving. Collaborated with General managers and location members to complete accurate request and resolve issues.

Ciudad De Panamá

• Performed root cause analysis in deficient areas to identify and resolve central issues • Created and implemented strategies for improving operational efficiency and accuracy • Guest experience expert in charge to the recognition, benefit, and compensation program (Marriott Bonvoy Loyalty Program) • Monitored daily and weekly key performance to maintain on track status• Motivated and trained employees to maximize team productivity• Monitored supply chain and managed all logistics functions for company • Supported regulatory compliance by overseeing all audits to verify protocol adherence

Panamá

• Managed online booking inquires and assisted guests and travel partners with questions throughout entire booking cycle• Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality services.• Utilized MARSHA & MICROS OPERA to input all key data into hotel’s database systems.• Provided high level of customer services to each persons by engaging customer and using activity listening and effective interpersonal skills • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading the conversation to booking• Revenue Management assistance, controlling the incomes for the hotel monthly

Panamá, Panamá, Panamá

• Calculated billings and posted charges to rooms accounts, reviewing all charges with guest at check out• Kept accounts in balance and ran daily reports to verify totals• Provide guest with above and beyond services, including making outside venue reservations and setting up tours.• Liaised with housekeeping and maintenance to address request and complaints made by guest • Retrieved mails, packages and documents on behalf of guests, promptly verifying receipt and arraigning for pickup or transmittal

Panamá

• Politely welcome arriving guest, providing room keys and information on amenities and policies • Acquired in - depth knowledge of surrounding area to provided guest with information about dining options or entertainment activities• Maintained financial accuracy by collecting deposits, fees and payments• Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate to patrons to resort environment

Check-in and Check-out: Manage guest arrivals and departures, process payments, and finalize accounts.Customer Service: Provide courteous service, address inquiries and complaints, and offer information about the hotel and local area.Reservation Management: Process and confirm bookings, handle modifications and cancellations.Coordination and Communication: Coordinate with other hotel departments and manage guest correspondence and requests.Information Management and Security: Maintain accurate records, oversee hotel security, and handle emergency situations according to established procedures

Maestría, Administración De Empresas Y Mercadeo Internacional

Licenciatura, Administración De Empresas Turísticas