KELVIN MACHARIA
RESERVATION AGENT
Nairobi,047
Summary
Im highly devoted individual to projects I have set to do. I admire shaping tasks and assignments to achieve quality output. I have a passion for leadership and teamwork for the best of results. My goal is to foster change and development in my community.
Friendly Reservation Agent with proficiency in interacting effectively by telephone with guests of diverse ages, backgrounds and interests. Projects service-mentality with warm, caring attitude while maintaining efficiency and optimizing revenue. Offering five years of experience in hospitality industry.
Customer-oriented Reservation Agent with over five years of experience in reservations. Hardworking with excellent telephone sales skills. Works to answer all guests questions via phone or email to reach positive outcomes. Friendly Reservation Agent with proficiency in interacting effectively by telephone with guests of diverse ages, backgrounds and interests. Projects service-mentality with warm, caring attitude while maintaining efficiency and optimizing revenue. Offering five years of experience in reservations.
Overview
7
7
years of professional experience
29
29
years of post-secondary education
Work History
Reservation Agent
Karen Blixen Group
01.2024 - Current
- 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.
- Maintained high levels of efficiency by managing multiple phone lines and email correspondence for reservation requests and adjustments.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Provided personalized assistance for guests with specific needs or requests, fostering positive relationships and repeat business.
- Resolved various issues and discrepancies for customers.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Provided support during peak periods or staff shortages by cross-training in other areas of the hotel, demonstrating versatility and commitment to customer service excellence.
- Worked closely with front desk to achieve full occupancy of property.
- Boosted revenue with upselling additional services such as room upgrades, meal plans, and special event bookings.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
- Collaborated with team members to streamline reservation processes, ensuring a seamless guest experience from booking to checkout.
- Maintained awareness of types of rooms available in different resort locations.
- Resolved billing discrepancies efficiently by coordinating efforts with accounting personnel to ensure timely resolution for all parties involved.
- Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
- Managed high-volume call flows daily, ensuring efficient reservation handling and customer service.
- Trained new agents in reservation software and customer service excellence, elevating overall team's performance.
- Updated reservation records with high accuracy, maintaining integrity of booking information.
- Resolved customer complaints with empathy and quick problem-solving, leading to decrease in negative feedback.
- Facilitated group reservations by coordinating with multiple service providers, ensuring seamless experiences for large parties.
- Enhanced reservation process by implementing streamlined booking system, reducing call wait times significantly.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
- Established and cultivated relationships with travel partners, providing clients with smooth ticketing processes.
- Produced and shared customer service reports to support management decision-making.
Intern
Karen Blixen Camp
Nairobi, Kenya
09.2019 - 12.2019
- Entering bookings into the system - Res- request
- Handling Emails
- Handling Telephone calls
- Sending out Invoices for payments
- Sending Out Rates to Tour Agents
- Airport representative
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Analyzed problems and worked with teams to develop solutions.
- Sorted and organized files, spreadsheets, and reports.
- Developed organizational skills through managing multiple tasks simultaneously while adhering to strict deadlines.
- Utilized strong communication abilities during presentations which led to increased understanding among colleagues regarding project goals and objectives.
- Conducted comprehensive market research to inform strategic planning.
- Devised and implemented processes and procedures to streamline operations.
- Gathered, organized and input information into digital database.
Intern
Peafowl Tours
01.2019 - 06.2019
- Tour quotation
- Reservations
- Confirmation of bookings by sharing booking vouchers
- Correspondent with agents/Clients
- Customer service
Intern
Chezza Events Limited
Nairobi, Kenya
08.2018 - 11.2018
- Assist full-time staff with day to day operations and event planning
- Assist with mail-in registration input for all events
- Assist with the set up and breakdown of events on-site.
- Inbound services.
- Social media and online marketing
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Sorted and organized files, spreadsheets, and reports.
- Supported customer service improvements with detailed feedback analysis.
- Boosted social media engagement through creative content creation.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Education
No Degree - The Fundamentals of Digital Marketing
Grow With Google Africa
Online 04.2001 - 12.2020
Bachelor of Arts - Bachelor of Arts in Travel And Tourism Management
University of Nairobi
Nairobi 04.2011 - 01.2014
Certificate in Computer Package - Information And Communication Technology
Nanyuki Institute of Communication And Advanced Technology College
Nanyuki 01.2015 - 03.2015
High School Diploma -
Doldol High School
Doldol12.2015
Nanyuki Garrison Primary School - Primary Education
Garrison Primary School.
Nanyuki 01.2003 - 01.2010
Skills
- Strong interpersonal communication
- Strong verbal communication
- Effective decision-making
- Innovative thinking
- Self-directed work ethic
Travel arrangements
Hotel accomodations
Customer engagement
Record preparation
Telephone reservations
Call control
Telephone reception
Transportation information
Phone etiquette
Reservation software
Upselling proficiency
Cost planning
Travel planning
Sales
Opera Cloud for reservations
Customer reservations
Data entry
Problem-solving abilities
Creative thinking
Teamwork and collaboration
Reservation management
Phone and email etiquette
Reservation confirmation
Time management
Task prioritization
Professionalism
Accommodation planning
Team collaboration
Microsoft office
Tour package creation
Teamwork
Customer service
Computer literacy
Excellent communication
Adaptability and flexibility
Effective communication
Interpersonal skills
Education Training Background
- Bachelor of Arts in Travel and Tourism Management, 05/01/15, 12/01/20
- Certificate in Computer Package, Nanyuki Institute of Communication and Advanced Technology College, 01/01/15, 03/01/15
- High School Diploma, Doldol High School, 01/01/11, 12/01/14
- Primary School Certificate, Nanyuki Garrison Primary School, 01/01/03, 12/01/10
Core Values
- Honesty
- Teamwork
- Loyalty
- Discipline
Personal Information
- ID Number: 32348097
- Date of Birth: 07/18/94
- Gender: Male
- Nationality: Kenyan
- Marital Status: Single
Timeline
Reservation Agent
Karen Blixen Group
01.2024 - Current
Intern
Karen Blixen Camp
09.2019 - 12.2019
Intern
Peafowl Tours
01.2019 - 06.2019
Intern
Chezza Events Limited
08.2018 - 11.2018
Certificate in Computer Package - Information And Communication Technology
Nanyuki Institute of Communication And Advanced Technology College
01.2015 - 03.2015
Bachelor of Arts - Bachelor of Arts in Travel And Tourism Management
University of Nairobi
04.2011 - 01.2014
Nanyuki Garrison Primary School - Primary Education
Garrison Primary School.
01.2003 - 01.2010
No Degree - The Fundamentals of Digital Marketing
Grow With Google Africa
04.2001 - 12.2020
High School Diploma -
Doldol High School
Similar Profiles
LIVINGSTONE MWACHOFILIVINGSTONE MWACHOFI
ASSISTANT RESTAURANT MANAGER at KAREN BLIXEN COFFEE GARDEN AND COTTAGESASSISTANT RESTAURANT MANAGER at KAREN BLIXEN COFFEE GARDEN AND COTTAGES
EUNICE WARUGURUEUNICE WARUGURU
Commis Chef at KAREN BLIXEN COFFEE GARDENS AND COTTAGESCommis Chef at KAREN BLIXEN COFFEE GARDENS AND COTTAGES
VIRGINIA KARANJAVIRGINIA KARANJA
Front Desk Receptionist at KAREN BLIXEN CAMP MAASAI MARA LTDFront Desk Receptionist at KAREN BLIXEN CAMP MAASAI MARA LTD
ANNETTE KHITEMBULI MUSOGAANNETTE KHITEMBULI MUSOGA
Deputy Presiding Officer at Electoral Commission of KenyaDeputy Presiding Officer at Electoral Commission of Kenya
STELLA NJAUKESTELLA NJAUKE
Senior Administrative Associate at IAVI AfricaSenior Administrative Associate at IAVI Africa