Petronella Binti Tambunan
Kota Kinabalu, Sabah
Summary
Dynamic sales and customer service leader with a proven track record at Sutera Sanctuary Lodges, enhancing customer satisfaction and loyalty while boosting sales efficiency. Excelled in staff supervision, sales forecasting, and policy administration. Demonstrated exceptional verbal communication and Microsoft Office expertise, significantly improving operational outcomes and employee performance.
Overview
17
17
years of professional experience
Work History
Assistant Manager Sales Support & Reservation
Borneo Nature Tours Sdn Bhd
06.2015 - 08.2019
- Generated repeat business through exceptional customer service.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Supervised day-to-day operations to meet performance, quality and service expectations.
Reservations Manager
Sutera Sanctuary Lodges
01.2011 - 12.2014
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Created rate plans and worked with revenue manager to boost occupancy and average achieved room rate.
- Maintained accurate records of bookings on hotel reservation system and forecasted probable revenue streams.
- Consulted with central reservations to discuss new rate plans and promotions.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Maintained awareness of types of rooms available in different resort locations.
Assistant Manager of Reservation
Sutera Sanctuary Lodges
01.2007 - 12.2010
- Generated repeat business through exceptional customer service.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Conducted performance evaluations and provided constructive feedback to employees.
Assistant Manager of Customer Service
Sutera Sanctuary Lodges
01.2003 - 12.2006
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Followed through with client requests to resolve problems.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Kept accurate records to document customer service actions and discussions.
Education
Certificate Of Hospitality And House Keeping - Hotel Hospitality
Asian Tourism Institution
Kota Kinabalu, Sabah01.2000
Certificate Of English Courses - English Language
AMC
Kota Kinabalu, Sabah01.1995
Sijil Pelajaran Malaysia (Vokasional) -
Sekolah Vokasional Kuday
Kuday, Sabah12.1994
Skills
- Sales monitoring
- Budget assistance
- Policy administration
- Sales forecasting
- Employee performance evaluations
- Reporting and documenting
- Verbal and written communication
- Microsoft office expertise
- Staff supervision
- Customer relations
- Customer service and satisfaction
- Budgeting and finance
- Customer rapport
- Sales reporting
- Customer service
Languages
English
Upper intermediate (B2)
Malay
Upper intermediate (B2)
Timeline
Assistant Manager Sales Support & Reservation
Borneo Nature Tours Sdn Bhd
06.2015 - 08.2019
Reservations Manager
Sutera Sanctuary Lodges
01.2011 - 12.2014
Assistant Manager of Reservation
Sutera Sanctuary Lodges
01.2007 - 12.2010
Assistant Manager of Customer Service
Sutera Sanctuary Lodges
01.2003 - 12.2006
Certificate Of Hospitality And House Keeping - Hotel Hospitality
Asian Tourism Institution
Certificate Of English Courses - English Language
AMC
Sijil Pelajaran Malaysia (Vokasional) -
Sekolah Vokasional Kuday
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