JASMINE TORRES
Singapore
Summary
Experienced with customer interaction and service resolution. Utilizes strong communication skills to address and resolve customer concerns effectively. Knowledge of team dynamics and adaptability to ensure consistent service quality.
Overview
9
9
years of professional experience
Work History
Raffles Service Agent
Raffles Hotel Singapore
09.2024 - Current
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Collaborated with team members to streamline reservation processes, ensuring a seamless guest experience from booking to checkout.
- Maintained high levels of efficiency by managing multiple phone lines and email correspondence for reservation requests and adjustments.
Rooms Executive
Raffles Hotel Singapore
05.2024 - 09.2024
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
- Streamlined invoice processing procedures to ensure timely payment of vendors while minimizing errors in financial records.
- Maintained inventory of office supplies and placed orders.
Guest Service Executive
Marina Bay Sands Singapore
03.2022 - 03.2024
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Collected room deposits, fees, and payments.
- Streamlined check-in and check-out processes for improved guest experience and reduced waiting times.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Assisted in increasing room occupancy rates by proactively upselling available rooms and services to potential guests.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
Guest Service Agent
Marina Bay Sands Singapore
03.2021 - 03.2022
- Greeting guests upon arrival and making them feel welcomed
- Administering check-ins and check-outs
- Providing front desk services to guests
- Processing guest payments
- Being a source of information to guests on various matters such as transport and restaurant advice
- Accommodating general and unique requests
Community Associate
Regus Management Singapore Pte Ltd
03.2019 - 02.2021
- Greet and check-in members
- Assist with move-ins and move-outs; prepare and distribute member welcome packets
- Assist with building operations and maintenance to ensure highest level of member experience
- Manage keycard activations and room access requests where applicable
- Ordering consumables
- Mail and Package responsibilities as needed
Guest Service Agent
St Regis Singapore
05.2017 - 03.2019
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism
- Streamlined check-in process to decrease wait times and increase customer satisfaction
- Assisted guests with check-ins, account inquiries and any additional services needed
- Answered guest inquiries and provided information regarding hotel services and amenities
Front Desk Executive Trainee
Hotel Miramar
06.2016 - 04.2017
- Managed high call volumes, addressing inquiries and directing calls to appropriate departments.
- Assisted guests with reservation modifications, cancellations, and special requests.
- Supported the training of new front desk staff members, sharing best practices for excellent service delivery.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Updated room availability in real-time using property management software systems for accurate reservations data.
Education
Diploma - Customer Service Relationship and Management
Republic Polytechnic
03.2016
Skills
- Hotel PMS Systems
- Opera
- LightSpeed
- Microsoft Office
- Interpersonal Communication
- Property knowledge
- Training and mentoring
- Guest Services
- Cross-selling and upselling
- Customer service
- Handling customer complaints
Accomplishments Awards
- Team Member of the Month, Awarded for months of August and October 2021 under Marina Bay Sands Singapore.
- OneMBS Achiever, Awarded from January 2022 to March 2022.
Timeline
Raffles Service Agent
Raffles Hotel Singapore
09.2024 - Current
Rooms Executive
Raffles Hotel Singapore
05.2024 - 09.2024
Guest Service Executive
Marina Bay Sands Singapore
03.2022 - 03.2024
Guest Service Agent
Marina Bay Sands Singapore
03.2021 - 03.2022
Community Associate
Regus Management Singapore Pte Ltd
03.2019 - 02.2021
Guest Service Agent
St Regis Singapore
05.2017 - 03.2019
Front Desk Executive Trainee
Hotel Miramar
06.2016 - 04.2017
Diploma - Customer Service Relationship and Management
Republic Polytechnic
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