Caroline Moore
Surbiton
Summary
Dedicated professional with a strong focus on customer satisfaction and luxury service standards. Demonstrates high-level communication skills and proactive initiative in managing client relationships and handling complaints. Possesses extensive knowledge of GDS systems, product expertise, and adeptness in booking and incoming call management. Committed to enhancing client experiences through strategic relationship building and effective complaint resolution.
Overview
29
29
years of professional experience
6
6
years of post-secondary education
Work history
Reservations Manager
Letsgo2
Surbiton, Surrey
11.2006 - Current
- Conducted calls professionally and politely to maintain excellent service standards.
- Developed a substantial repeat client portfolio.
- Employed extensive worldwide product knowledge to handle booking enquiries.
- Facilitated quick and accurate reservations to enhance customer satisfaction.
- Managed high-volume incoming calls and emails, consistently exceeding targets.
- Coordinated large group bookings efficiently and effectively.
- Executed bookings and amendments using in-house systems and GDS platforms (knowledge of Galileo/Travelport, Sabre and Amadeus) .
- Implemented upselling strategies that boosted revenue through additional services.
- Maintained excellent communication with guests prior to arrival, facilitating a seamless travel experience.
- Addressed customer complaints, resulting in increased loyalty and repeat bookings, coordinating effectively between guests and departments to ensure timely dispute resolutions when needed.
- Provided training on all systems and product for new employees.
- Evaluated performance of reservation staff, identifying areas of improvement and required additional training.
Reservations Team Leader
Interlinebookers
Heathrow, Middlesex
10.2001 - 10.2006
- Assisted customers in travel planning, resulting in successful holidays.
- Offered exemplary service to clients, both face to face and by telephone.
- Utilised destination knowledge to enhance trips with local recommendations.
- Strived to achieve sales and revenue targets consistently.
- Accommodated client requests for modifications to itineraries effectively.
- Employed strong product knowledge to manage booking enquiries.
- Resolved complaints, cancellations, and refunds with beneficial solutions.
Reservations Team Leader
Lawson International
Hampton Hill, Middlesex
08.1996 - 09.2001
- Managed high volume of calls, providing prompt and courteous service.
- Improved customer satisfaction by effectively managing reservation inquiries.
- Conducted calls professionally and politely to maintain excellent service standards.
- Communicated reservation confirmations to guests via post and email.
- Greeted customers with warmth and enthusiasm for faultless front-of-house service.
- Employed strong product and systems knowledge to handle booking enquiries.
- Maintained product knowledge to provide accurate information.
- Verified customer passports and documentation to travel.
- Processed travel deposit and balance payments accurately, maintaining records of receipt.
Education
GCSEs -
Tolworth Girls School
Tolworth, Surrey 09.1988 - 06.1994
Skills
- High-Level communication
- Customer satisfaction focus
- Luxury service standards
- Proactive initiative taking
- Knowledge of GDS systems
- Product knowledge
- Incoming call management
- Booking management
- Client relationship building
- Complaint handling
Affiliations
- Gardening
- Socialising with friends
- Listening to music
- Holidays
- Pets
References
References available upon request.
Timeline
Reservations Manager
Letsgo2
11.2006 - Current
Reservations Team Leader
Interlinebookers
10.2001 - 10.2006
Reservations Team Leader
Lawson International
08.1996 - 09.2001
GCSEs -
Tolworth Girls School
09.1988 - 06.1994