Jocelyn Manasan Martinez

23 A. MABINI STREET FORTUNATA VILLAGE SUCAT PARAÑAQUE CITY, PHILIPPINES 1700 --JOCELYN M. MARTINEZ Objective Looking for opportunity to advance my career in Hospitality industry. To work in Reservations within a growing organization and be able to apply my skills in customer service while efficiently contributing to the company and continuously grow professionally and personally. Skills & Abilities Advance knowledge in using software and application such as: Hotel Reservations System – Opera PMS, Reserve, Room Master Global Distribution System – Amadeus, Galileo, Abacus Computer applications Able to work under minimal supervision Experience senior aGENT, Room reservations - city of dreams manila PARAÑAQUE CITY, PHILIPPINES January 2020 – October 2020 Manage and facilitate room reservations through calls and emails; Captures detailed information on received calls and processes such requests over the phone or written correspondences through the use of Opera PMS. Exhibits a thorough understanding of all Contact Center Services (CCS) related services and products and the ability to recommend and upsell alternatives to customers. Understands and interprets accurately the hotel room inventory and rate availability and keeping Management updated on the status. Provides feedback to Managers of any specific demand period for reservations to maximize the revenue. Handles and resolves internal and external guest complaints and escalates all challenges to department supervisors and managers in a timely and efficient manner to minimize further customer dissatisfaction. Ensuring the team adheres to and maintain all Forbes quality standards and procedures from guest’s pre-arrival to arrival, in-house stay up to guest’s departure. Follow-up complicated calls handled where required. Directs unresolved issues and requests to the appropriate designated resource/s. Prepares, administers and compiles reports and team rosters as required in an accurate and timely manner in line with the company deadlines. Maintain and Develop a trusting relationship and working rapport with team members and ensure a positive approach to work. Facilitates daily team briefing, participate to monthly departmental meetings and training sessions as scheduled. AGENT, Room reservations - city of dreams manila PARAÑAQUE CITY, PHILIPPINES April 2017-January 2020 Manage and facilitate room reservations through calls and emails; Captures detailed information on received calls and processes such requests over the phone or written correspondences through the use of Opera PMS. Manage / Handles group reservations and attend group coordination meetings with Sales and Marketing team. Answers high volume of calls/emails and responding professionally in terms of all general inquiries or booking company related activities. Maintains a high response rate and service levels in accordance with established standards. Remains full conversant with all services and facilities offered at the Hotel. Performs other reasonable job duties and responsibilities as assigned by supervisors and managers from time to time. CONCIERGE ATTENDANT, NüWA / casino front drive – city of dreams manila PARAÑAQUE CITY, PHILIPPINES November 2014-April 2017 Assists guest with luggage storage and delivery Responds correctly to all guest queries by providing accurate information of hotel facilities, services and directions inside and outside of the property Oversees shift operations and performs other reasonable duties assigned by Chief concierge, Bell Captain and Supervisor RESERVATIONS OFFICER, BEST WESTERN OXFORD SUITES MAKATI MAKATI CITY, PHILIPPINES March 2013-October 2014 Process and manage reservations for corporate accounts, wholesale and online travel agencies by email and telephone Manage and update hotel room allotment and rates in extranet of Online Travel Agency (OTA) partners Overseeing daily operations in Reservations and directly provide weekly revenue report to Director of Sales. Handle banquet inquiries, proposals, contracts and functions TRAVEL CONSULTANT, CARLSON WAGONLIT TRAVEL SINGAPORE ANSON ROAD, SINGAPORE May 2010 – May 2012 Process and complete travel transactions for corporate accounts Accurately communicate travel arrangements to traveling customers and travel arrangers by email and telephone Ensure optimum customer service by providing accurate information through the use of GDS and maintain professional telephone practices Provide competitive and cost-efficient airfare quotations in lieu with the company’s travel policy TRAVEL COUNSELOR, AMERICAN EXPRESS TRANSNATIONAL INC. MAKATI CITY, PHILIPPINES April 2005 - April 2010 Process and complete travel transactions for corporate accounts Effectively communicate travel arrangements to traveling customers and travel arrangers by email and telephone Ensure optimum customer service by providing accurate information through the use of GDS and maintain professional telephone practices TRAVEL SERVICE ASSOCIATE, THE BARON TRAVEL CORPORATION MAKATI CITY, PHILIPPINES September 2004 – March 2005 Process and complete travel transactions for corporate accounts Assist client with travel documents such as visa and passport application Ensure optimum customer service by providing accurate information through the use of GDS and maintain professional telephone practices RECEPTIONIST / TELEPHONE OPERATOR, THE BARON TRAVEL CORPORATION MAKATI CITY, PHILIPPINES March 2004 - September 2004 Receive calls for the company Responsible in receiving incoming parcels / documents and processing of outgoing documents for pick-up Education CENTRO ESCOLAR UNIVERSITY - MANILA, PHILIPPINES BACHELOR OF SCIENCE - MAJOR IN TOURISM- References MS. ROSE MARIE ESGUERRA Senior Manager, Contact Center Services, City of Dreams Manila - mR. WIndel cuenca Duty Manager, Nüwa - City of Dreams Manila -