Yvonne Rebecca

• Coordinated daily operations of front office, ensuring that clients reservations were processed and updated on time
• Analyzed clients feedback to identify areas for improvement and successfully implemented new policies and procedures
• Built positive relationships with guests by providing excellent service and responding promptly to inquiries
• Created and maintained clients profiles, ensuring guests information was up to date and accurate
• Organized documents for company communication, travel vouchers, and payment services.
• Successfully handled difficult clients situations while maintaining professional attitude and providing solutions
• Developed a system for tracking staff feedback that enabled the team to quickly identify and address their concerns.
• Coached employees through day-to-day work and complex problems.
• Dispersed petty cash to employees and collected and managed receipts from various departments
• Created, documented and updated company policies to guide front office personnel in service excellence and industry best practices.
• Established and updated work schedules to account for changing staff levels and expected workloads.
• Prepared daily reports to assist business leaders with key decision making and strategic operational planning.

• Developed and implemented customer service standards that resulted in a 62% increase in customer satisfaction ratings
• Defined clear targets and objectives and communicated to other team members.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
• Successfully managed budgets and allocated resources to maximize productivity and profitability.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
• Oversaw hotels events planning, processes and performed quality control tasks to increase revenue and clients satisfaction.
• Communicated corporate objectives to various divisions to meet deadlines and adhere to company budgets.
• Established positive relationships with stakeholders and media contacts to ensure good relations and timely response to inquiries.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

• Assisted customers with understanding their account status and payment options
• Collaborated with other departments to resolve billing and invoicing issues
• Processed financial transactions and maintained accurate records, resulting in successful completion of company's annual audit
• Developed and implemented procedures for accounts payable and accounts receivable to improve accuracy and reduce processing time
• Provided guidance and training to staff on accounting procedures and best practices.
• Completed financial reports, providing insight into performance, operations, and cash flow.
• Assisted management with annual expense plans to strategically track income or revenue.
• Recorded deposits, reconciled monthly bank accounts and tracked expenses.
• Documented sales, customer interactions and concerns and generated update reports for senior management.
• Applied proper codes to invoices, files, and receipts to keep records organized and easily searchable.

Processed payments for services and products, accurately recording all transactions

• Collaborated with other departments to ensure client satisfaction
• Responded to customer inquiries and complaints in a timely and professional manner
• Scheduled and confirmed appointments with clients, ensuring that all necessary information was obtained
• Established strong relationships with clients, resulting in increased customer loyalty and satisfaction
• Directed incoming calls to internal personnel and departments, routing to best-qualified department.
• Provided clerical support to company employees by copying, faxing, and filing documents.
• Interacted with customers by phone, email, or in-person to provide information.
• Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.

• Performed data entry, prepared reports, and maintained databases
• Handled cash, credit card, and check transactions accurately and efficiently
• Resolved customer complaints and provided customer service support
• Maintained a comprehensive filing system to ensure the safe storage of confidential information
• Processed orders and invoices, and managed inventory
• Developed and maintained a professional relationship with customers and other stakeholders.
• Sorted, opened, and routed mail and deliveries to meet business requirements.

• Generated new leads and opportunities through networking, cold-calling, and other sales & marketing techniques
• Collaborated with marketing team to develop promotional campaigns that increased brand awareness and drove sales for Guinness bucket and Towers activation.
• Worked with communications team to drive internal promotion of company programs, initiatives, guiding principles and mission.
• Preserved brand integrity by monitoring consistency and quality of marketing content.
• Analyzed consumer usage patterns to identify trends and target key demographics.