JULIUS KALULE
CUSTOMER SERVICE
Summary
Adept at travel bookings and fostering customer engagement, I significantly enhanced guest satisfaction at Sheraton Kampala Hotel. Leveraging my expertise in hotel accommodations and record preparation, I efficiently managed high call volumes and inquiries, ensuring a seamless reservation process. My proactive approach and exceptional service skills have consistently resulted in positive guest experiences.
Overview
13
13
years of professional experience
Work History
Reservation Agent
Kakiri Garden Hotel
01.2020 - 12.2024
- Provided customers with information about availability and pricing.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Maintained high levels of efficiency by managing multiple phone lines and email correspondence for reservation requests and adjustments.
Reservation Officer
Sheraton Kampala Hotel
01.2012 - 01.2016
- Enhanced customer satisfaction by efficiently handling reservation inquiries and providing accurate information.
- Coordinated with other departments to ensure seamless guest experiences from reservation through checkout.
- Prepared daily reports on reservations activity for management review and analysis.
- Provided exceptional customer service through timely responses to emails and phone calls from potential guests.
- Handled cancellations and modifications professionally while adhering to hotel policies and procedures.
- Resolved guest complaints professionally and efficiently, ensuring a positive experience despite any initial issues with the reservation process.
- Maintained comprehensive knowledge of hotel offerings, promotions, and policies to better assist guests in their reservation needs.
- Managed high call volume, ensuring prompt attention to all reservation requests and inquiries.
- Verified guest information for accuracy, reducing errors in the reservation process.
Education
Bachelor of Science - Community Based Rehabilitation
Kyambogo University
Kampala, Uganda 04.2001 -
Skills
Travel bookings
Hotel accomodations
Customer engagement
Record preparation
Timeline
Reservation Agent
Kakiri Garden Hotel
01.2020 - 12.2024
Reservation Officer
Sheraton Kampala Hotel
01.2012 - 01.2016
Bachelor of Science - Community Based Rehabilitation
Kyambogo University
04.2001 -
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