Guest Services Manager

Booking Administration: I efficiently manage daily booking operations by processing direct reservations and those received through various Online Travel Agencies (OTAs). Accounts Receivable: I proactively follow up on pending payments and ensure all necessary guest requirements are met prior to arrival. Communication Management: I serve as the primary point of contact for guests, professionally handling inquiries and correspondence via email, phone, and OTA messaging platforms. Channel Management: I coordinate directly with major platforms like Airbnb, Booking.com, VRBO, Expedia, and Agoda to resolve any technical or booking-related issues. Inquiry Handling: I manage a high volume of daily booking enquiries, providing timely and accurate information to potential guests. Financial Documentation: I utilize Xero to generate invoices and accurately allocate guest payments to maintain precise financial records. Conflict Resolution: I assist guests in resolving issues by collaborating with cross-functional teams to ensure a high level of customer satisfaction.

I have experience in overseeing email communication, where I focused on answering inquiries efficiently and keeping the inbox organized.

With 8 years of travel industry expertise in the Philippine BPO sector, I have developed a strong foundation in both Tier 1 and Tier 2 support. My experience ranges from handling general inquiries and booking adjustments to resolving high-level escalations and complex guest disputes. I am highly proficient in managing 20 to 30 calls per day (depending on the volume) and specialize in de-escalating difficult situations and providing efficient resolutions for all travel needs.

I have practical experience with entry-level Xero tasks like invoicing and payment allocation.