MIKKETA GRANT

• Built strong relationships with clients through exceptional communication and personalized service.
• Enhanced customer satisfaction by tailoring travel packages to individual preferences and needs.
• Maintained accurate records of bookings, payments, and client information for smooth operations and future reference.
• Establishing partnerships with airlines, hotels, tour operators, and other service providers such as Royal Caribbean, Virgin Voyages, Sandals, Walt Disney, Norwegian Cruises, Expedia.
• Kept abreast of all airline rules, regulatory requirements and industry standards
• Negotiated with vendors to secure competitive rates
• Organized group tours, ensuring a seamless experience from start to finish for all participants.
• Exceed Monthly Sales Targets: USD$20,000 - Actual average sales 2023 USD$35,000

• Collaborated with other departments to achieve organizational goals
• Increased team productivity by implementing efficient workflows and setting clear expectations for team members.
• Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
• Identifying areas of improvement and guiding professional development plans.
• Streamlined reservation processes for increased accuracy and reduced booking errors.
• Identified hotel inefficiencies to improve service level provided
• Ensure Tour Operator contracts are up-to-date
• Market promotions in B2B & B2C to increase market reach and occupancy
• Ensure smooth rate parity among tour operators Sales Targets: Winter promotion 2020: Targeted occupancy 55%- Actual occupancy 67%
• Co-ordinate with general manager to ensure smooth daily operation
• Attend group sales meetings to implement strategies and rates for overall profitability

Nov 2013 - Front Office Agent

April 2014 - Department Trainer

September 2015- December 2016 Lead Reservationist

March 2017 - Front Office Supervisor

• Managed the front desk of two resorts
• Reduced employee turnover by fostering a positive work environment
• Developed staff skills through targeted training programs
• Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks
• Enhanced communication within the team by holding regular meetings and encouraging open dialogue
• Maintained compliance with company policies, objectives, and communication goals
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
• Conducted Resort sales tours with travel agents to increase knowledge about the brand and amenities offered
• Organized departmental meetings
• Boosted revenue with upselling additional services such as room upgrades and special event bookings.
• Utilized reservation software effectively to manage inventory and track guest history accurately.
• Contributed to sales efforts by participating in local travel trade shows and industry events on behalf of the hotel.

• Handled sensitive information with discretion while maintaining strict confidentiality standards.
• Enhanced guest satisfaction by efficiently managing check-ins and check-outs at the hotel reception.
• Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
• Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
• Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
• Resolved customer problems and complaints.
• Handled cash transactions and maintained sales and payments records accurately.

• Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
• Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
• Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
• Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
• Identified opportunities for upselling products or services, resulting in increased revenue generation for the company.
• Enhanced customer relations through attentive listening and promptly addressing inquiries during calls.

June 2011 - August 2011- Internship

August 2011 to January 2012 - Casual Worker

December 2012-January 2012 - Casual Worker

• Oversee in-house children care between 9am to 4pm
• Enhanced children''s learning experiences by incorporating age-appropriate activities and creative play into daily routines.
• Managed daily administrative tasks, maintaining accurate records of attendance, incident reports, and parent communications.
• Promoted positive behavior among club members through reinforcement strategies and proactive conflict resolution techniques.
• Actively plan and participated in child's activities by reading to groups, painting, coloring, movie nights and playing games.

• Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
• Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
• Reduced average handle time with thorough product knowledge and quick problem-solving capabilities.
• Boosted client retention rates by providing exceptional customer service and building rapport with callers.
• Developed expert knowledge of company products and services to provide accurate information to customers.
• Provided support for escalated calls, acting as a liaison between the customer and upper management when necessary.