Narmin Mammadova
Baku,Azerbaijan
Summary
Experienced hospitality person with expertise in Reservations Agent role. Skilled in offering welcoming and inclusive service while managing multiple tasks to ensure positive guest experiences. Proficient in Azerbaijani, Turkish, Russian and English to effectively communicate with guests diverse backgrounds. Operating systems such as MARSHA, Empower, 3CX, Opera PMS, Microsoft Outlook.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
Work History
Reservations agent
Absheron Hotel Group
Baku, Baku City
11.2021 - Current
- Receiving all incoming calls immediately, with high skill and courtesy in accordance with Absheron Hotel Group call standards. Ensuring that reservations are entered correctly, check guests' hotel stay dates and billing instructions, and ensure that the guest selects a room of superior quality whenever possible.
- Having detailed information on the prices of rooms and shops and the availability of vacant rooms in all the hotels of the company. Sell and advertise all types of room products.
- Supervising the receipt and execution of all room reservations in accordance with all hotels of the company. Accept and approve the requirements for room reservations or cancellations through the sale of the right room category, providing general information on the hotels and using upselling methods.
- Operating systems such as MARSHA, Empower, 3CX, Opera PMS, Microsoft Outlook
- Making individual and group reservations, room reservation lists, waiting lists and other reservations
- Making sure the guest receives confirmation information in time.
- Having detailed information on any new special packages determined during the year.
- Dealing with complaints and inquiries of all guests and internal customers politely and effectively by making sure that the problems are solved satisfactorily
- Providing necessary assistance to the staff of the Reception Departments for the smooth operation of the Departments for 8 hotels of the property.
- Establishing strong relationships with all reservation sources and work closely with the Sales and Marketing Departments to maintain and develop these relationships Accurately record all inquiries within 24 hours, following them with the property and guest or travel agent.
- Got cross training at Sales Department for 2 weeks: handled blocks in Opera Sales and Catering, created agreements for Group requests, blocked meeting rooms on required dates, made a list of the group guests sharing the list with Reservation Department
Guest Service Agent
Staybridge Suites Baku
Baku, Baku City
10.2021 - 11.2023
- Greeting guests on arrival.
- Administering check-in and check-outs.
- Assigning rooms and issuing keys.
- Delivering mail and messages.
- Processing guest payments and managing bills.
- Coordinating with porters, kitchen staff and housekeeping.
- Acting as a central source of information for guests during their stay.
- Processing food and beverage requests.
- Resolving problems and dealing with conflict or tension with disappointed guests.
- Coordinating third-party services such as tour guides, taxis, airport transfers and rental cars
At Your Service Agent
Sheraton Baku Intourist
Baku, Baku City
02.2020 - 10.2021
- Answering telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages/emails, and allowing the caller to end the call.
- Speaking to guests and co-workers using clear, appropriate and professional language.
- Creating cases on GXP.
- Update guest profiles in Opera PMS according to the passports.
- Register long-stay guests through State Migration System.
- Performing responsibilities of Guest Service Agent: check-in and check-outs, billing operations, reporting, issue solving etc.
Incoming Manager
Paramount Travel Club
Baku, Baku City
09.2019 - 02.2020
- Preparation of internal tours, organization of individual and group tours;
- Establishing relations with external and internal partners and conducting business correspondence;
- Responding to inquiries from customers in a timely and business-like manner;
- Participation in specialized exhibitions, seminars and promotional tours
Guest Service Officer (Telephone Operator)
Hyatt Regency Baku
Baku, Baku City
09.2018 - 09.2019
- Facilitating efficient communications for both guests and staff both within the hotel and for external communications.
- Connecting local and international calls quickly, courteously and accurately.
- Handling wake-up calls as requested with accuracy.
- Providing general information to guests regarding the property, Restaurant and Spa working hours.
- Taking accurate messages, morning call requests, reservations and orders for/from guests.
- Ensuring that all reservations, orders, requests, etc. are accurately and quickly relayed to the correct department at all times.
- Preparing welcome letters, gift cards and vouchers for VIP guests
- Registering long-term guests through State Migration System.
- Copying passports, Updating guests’ profiles in Opera PMS according to passports.
- Working with trackers in Excel
Education
Bachelor Degree - Tourism and Hospitality
Azerbaijan Tourism and Management Univercity
Baku, Baku City 09.2014 - 06.2018
Skills
Computer Skills:
- Operating Skills: Windows
- Microsoft Office: Microsoft Word, Excel, Power Point, Outlook, Microsoft Teams, Micros
- Opera PMS, MARSHA, Empover, 3CX, Micros
Languages
Azerbaijani
Native
Russian
Native
English
Fluent
Turkish
Fluent
Spanish
Elementary (A2)
Hebrew
Elementary
Award of Excellence
The most number of Group bookings at Courtyard by Marriott in October 2022
Timeline
Reservations agent
Absheron Hotel Group
11.2021 - Current
Guest Service Agent
Staybridge Suites Baku
10.2021 - 11.2023
At Your Service Agent
Sheraton Baku Intourist
02.2020 - 10.2021
Incoming Manager
Paramount Travel Club
09.2019 - 02.2020
Guest Service Officer (Telephone Operator)
Hyatt Regency Baku
09.2018 - 09.2019
Bachelor Degree - Tourism and Hospitality
Azerbaijan Tourism and Management Univercity
09.2014 - 06.2018
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