Mateus Lima

Reservations Agent and Inbound Marketing @Camden Court Hotel

Dublin, IE

Efficiently handled hotel reservations via phone, email, and online systems, ensuring a seamless booking experience for guests.• Provided exceptional customer service by addressing inquiries, offering room recommendations, and ensuring guest preferences were met.• Processed cancellations, modifications, and special requests in compliance with hotel policies and procedures.• Maintained up-to-date knowledge of room availability, rates, and promotional offers to provide accurate information to guests.• Collaborated with front desk, housekeeping, and other departments to ensure guest requests were fulfilled and reservations were accurately recorded.• Utilized property management software (Opera) to manage booking data, update guest records, and generate reports.• Handled payment processing, billing inquiries, and ensured a smooth check-in/check-out experience for guests.• Demonstrated excellent communication and problem-solving skills, ensuring a positive experience for all guests.• Analyzed customer behavior and feedback to tailor marketing strategies, improving guest engagement and conversion rates.• Worked closely with the marketing team to design and implement promotional offers and packages to drive bookings.• Managed customer relationships through automated email follow-ups, ensuring customer retention and repeat bookings.