Shani Samuels-Wright Email & Phone Number

• Successfully managing the day-to-day operations of a large team, providing guidance and leadership to ensure efficient workflow.• Utilizing problem-solving skills to resolve customer service issues quickly and efficiently.• Resolving customer service issues and complaints in a timely and professional manner.• Documenting daily operations activities in the database.• Charging and refunding deposits, and handling minor billing matters and issues.• Supervising the company's communication and customer assistance channels, such as Kipsu, HotSoS, AliveChat, and internal chats with the properties.

• Assisting Loews Hotels guests via phone, chat, email, text message channels.• Processing credit card authorization forms and payments.• Maintaining a personal information database for our guests’ profiles.• Collaborating with Reservations Sales or hotel representatives to resolve all guests’ issues.• Managing special requests and de-escalating complaints.• Processing reservations bookings, modifications, and cancellations, ensuring accuracy.

• Delivering world-class service and reserving hotel accommodations for Loews Hotels customers at our distinctive properties via phone, chat, email, or fax.• Engaging and delighting our guests by anticipating their travel needs and expectations.• Charging and refunding deposits; handling special requests and complaints;• Attending sales and revenue training within the company.• Processing reservations bookings, modifications, and cancellations.

• Mentoring and training new employees on company policies and procedures.• Providing support for customers by addressing complaints quickly and efficiently, displaying exceptional customer service skills.• Managing daily operations including scheduling and budgeting, exhibiting excellent multitasking capabilities.• Monitoring team productivity and performance to support goals.• Assigning, prioritizing, and delegating tasks and responsibilities to departmental employees.