Customer Service Office Manager
Resume:
N E
NOMIN-ERDENE ERDENEBILEG
Professional Summary
Proven leader in hospitality, adept at operations management and customer service, significantly enhanced guest loyalty at Kempinski Hotel Khan Palace Ulaanbaatar. Skilled in budget planning and team leadership, my strategic approach to workflow optimization and upselling proficiency drove substantial revenue growth. Expert in multitasking within fast- paced environments, demonstrating exceptional time management and decision-making capabilities.
Work History
Kempinski Hotel Khan Palace Ulaanbaatar - Front Office Manager Ulaanbaatar, Mongolia
03/2018 - 04/2022
Kempinski Hotel Khan Palace Ulaanbaatar - Reservation Manager Ulaanbaatar, Mongolia
08/2016 - 03/2018
Recruited, interviewed, and hired employees and implemented mentoring program to promote positive feedback and engagement.
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Used industry expertise, customer service skills, and analytical nature to resolve customer concerns and promote loyalty.
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Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
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Oversaw guest registration process by verifying personal information accuracy in line with security protocols.
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Observed and Maintains Reservations and Rooms & Guest Services systems, procedures, company standards, and policies.
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Maintained accurate records of data essential to future business plans and generated weekly and monthly reports required by the management and owners.
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Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
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Analyzed data related to administrative costs and spending trends to prepare budgets for personnel.
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Resolved escalated customer issues promptly, maintaining positive brand reputation among guests and industry professionals alike.
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*********@*****.***
Forest Hills, NY 11375
Skills
● Hospitality services
● Time Management
Team leading and effective teamwork
skills
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Stress-resistant, able to handle many
different tasks, adaptive
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● Good planning and organizing
Multitasking and good for the fast-
paced work environment
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● Property Management Systems
● Customer Service
● Decision-making capabilities
● Budget Planning
● Upselling proficiency
● Workflow Optimization
● Scheduling and calendar management
● Operations Management
Education
University of Finance And Economics
Ulaanbaatar, Mongolia
MBA: Business Management
06/2007
University of Commerce
Ulaanbaatar, Mongolia
Bachelor of Science: International Trade
Manager
Kempinski Hotel Khan Palace Ulaanbaatar - Reservation Agent Ulaanbaatar, Mongolia
02/2013 - 08/2016
London Staff Bureau - Office Assistant
London, UK
03/2011 - 03/2012
Leveraged data and analytics to make informed decisions and drive business improvements.
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Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
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Exercised and ensured proper selling and up-selling techniques to help generate maximum revenue for hotel.
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Monitored and reviewed regularly room and rate availability, hotel status, close-out dates, and overbooking situations.
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● Extended full cooperation within and between other departments.
● DOR/DOSM before making any critical decision at work. Observed and Maintained Reservations and Rooms & Guest Services systems, procedures, company standards, and policies.
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Maintained accurate records of data essential to future business plans and generated weekly and monthly reports required by management and owners.
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Observed and ensure that proper telephone manners are maintained at all times.
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Utilized reservation software effectively to manage inventory, maintain rate structures, and track guest history accurately.
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Handled reservations and answered questions from interested patrons for a busy 99-room hotel.
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Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
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Contributed to sales efforts by participating in local travel trade shows and industry events on behalf of the hotel.
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● Handled billing information over the phone.
● Made new reservations and entered all necessary data into the OPERA. Boosted revenue by upselling additional services such as room upgrades, meal plans, and special event bookings.
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Processed a range of documentation and entered information into databases.
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● Helped management to identify workflow issues and find solutions. Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
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Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
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Worked closely with the front desk to achieve full occupancy of the property.
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Certifications
First Aid CPR AED - Nationwide
Health LLC
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Lobster Ink Hospitality - Kempinski
Group
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● Venza - Kempinski Group
● Accounting - Magic Financial Group
Essential Reservation - Kempinski
Group
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Management Studies level 5 - Central
College London
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English Language, IT and IELTS -
Edgware Academy
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Chinese Language - Beijing Language
and Culture College
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Swissotel - Part Time Waitress
London, UK
02/2009 - 02/2011
Managed incoming correspondence to enhance employee performance and reduce time spent on processing and responding.
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Managed daily data entry and kept clerical information accurate and up-to-date.
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Assisted with screening of recruits. Trained and mentored new employees.
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Enhanced customer satisfaction by providing attentive service and anticipating guest needs.
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Managed high volume of customers during peak hours, maintaining prompt and efficient service.
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Operate POS terminals to input customer orders, swipe credit cards, and enter cash amounts received
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Coordinated with kitchen staff to ensure special requests or dietary restrictions were accurately communicated and accommodated for guests.
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