Zihan Chen
Mt Roskill,AUK
Summary
Guest-oriented Reservation Agent with advanced-level reservation and customer service skills. Proficient in effectively managing daily correspondences and operational tasks to exceed customers' expectations and expand customer base. Friendly, organized and hardworking with strong skills in RCM system and Excel
Overview
3
3
years of professional experience
1
1
Certification
Work History
Assistant Reservation Manager
Yes Rentals
Māngere, AUCKLAND
07.2021 - Current
- Analyzed, evaluated and tracked customer feedback to identify areas for improvement in service delivery.
- Maintained accurate records of reservations, cancellations and no-shows to ensure maximum occupancy levels were met.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Assisted customers with making reservations, providing information about the rental and ensuring all customer inquiries were handled on time.
- Explained the terms of rental agreements to customers.
- Welcomed customers, offered assistance and answered questions by providing rates, terms and conditions of rental.
- Advised on options and used upselling techniques to promote optional extras to customers according to specific needs.
- Processed rentals and collected associated payments.
Education
Diolpma L6 - Hospitality
New Zealand Management Academies (NZMA)
AUCKLAND11-2021
Skills
- Booking Management
- Reservation software knowledge
- Upselling proficiency
- Scheduling and Coordinating
- Customer Relationship Management
- Adaptability and Flexibility
- Strong multitasking
- Lease Management
- Cash and credit card transactions
Languages
English
Full Professional
Chinese (Mandarin)
Native/ Bilingual
Chinese (Cantonese)
Limited
Certification
- New Zealand full license and P license
References
References available upon request.
Timeline
Assistant Reservation Manager
Yes Rentals
07.2021 - Current
Diolpma L6 - Hospitality
New Zealand Management Academies (NZMA)
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