Hotel/travel

Missions

Provide high-quality customer service for hotel bookings, travel itineraries, and tourism experiences, ensuring smooth journeys, fast issue resolution, and high satisfaction for international clients.

Tasks

Manage hotel reservations, date changes, upgrades, cancellations
Assist with travel planning, budgets, room selection, transportation options
Resolve urgent issues (overbookings, late check-ins, failed payments)
Communicate with hotels, airlines and tour operators
Provide destination guidance (visa, weather, activities, safety)
Handle complaints, refund requests, and loyalty program questions
Support customers via email, chat and hotline
Coordinate travel packages (honeymoons, corporate trips, family stays)
Results
Managed 50–80 client requests per day (booking issues, info requests, emergencies)
+30% improvement in booking satisfaction through personalised assistance
Reduced trip-cancellation complaints by 25%
Achieved 95% customer satisfaction (CSAT) on travel support interactions
Ensured 98% on-time resolution for urgent travel-related problems
Increased repeat travelers by 20%

Tools Used

Booking.com Extranet • Expedia Partner Central • Airbnb • Amadeus (basics)
TripAdvisor • Google Maps • CRM systems • Stripe • PayPal
Hootsuite (messages) • WhatsApp Business • Gmail Suite

Skills

Customer service excellence • Hospitality support • Travel problem-solving
Multi-channel communication (FR/EN) • Booking management
Crisis handling & empathy • Conflict resolution
Attention to detail • Time management • Cultural sensitivity
Itinerary support • Refund & payment management

Our services

Provide a general summary of the services you provide, highlighting key features and benefits for potential clients.

RoyalPalm Luxury Resort – 5-Star Hotel Group

Missions: Manage VIP guest requests and luxury reservations.
Tasks: Room upgrades, spa bookings, early check-ins, chauffeur service.

Results:

95% VIP satisfaction
Reduced last-minute complaints by 40%

SafariEarth Adventures – East Africa Safari Operator

Missions: Support safari bookings and travel coordination.
Tasks: Itineraries, lodge selection, park permits, flight connections.

Results:

98% successful safari departures
Managed 70+ complex itineraries/month

GlobeOne Travel Agency – International Travel

Missions: Handle flight + hotel bundles and travel emergencies.
Tasks: Rebooking delays, cancellation refunds, seat upgrades.

Results:

90% first-contact resolution
Increased repeat travelers by 25%

BlueLagoon Beach Villas – Oceanfront Rentals

Missions: Support guests booking coastal villas.
Tasks: Check-in guidance, cleaning schedules, private chef options.

Results:

+30% satisfaction for premium services
-20% no-show rates

HoneymoonEscape Agency – Honeymoon Packages

Missions: Assist couples with luxury honeymoon planning.
Tasks: Resort comparison, budgeting, activities, romantic add-ons.

Results:

Planned 300+ honeymoons
98% 5-star reviews

NileHeritage Cruises – Egypt River Cruises

Missions: Manage cruise bookings and sightseeing packages.

Tasks: Cabin selection, shore excursions, airport transfers.

Results:

+35% customer retention
Reduced booking errors by 30%

SafariSky Balloon Tours – Kenya & Tanzania

Missions: Assist clients booking sunrise balloon safaris.
Tasks: Weather checks, rescheduling, safety instructions, payments.

Results:

94% on-time departures
High satisfaction for experience coordination

MountainPeak Adventure Tours – Hiking & Trekking

Missions: Support adventure travelers.
Tasks: Gear checklists, difficulty guidance, safety rules, travel insurance.

Results:

+40% fewer trip cancellations
Managed 100+ trekkers/month

StarCity Hotels – Urban Business Hotels

Missions: Support business travelers.
Tasks: Meeting room bookings, early breakfasts, invoice requests.

Results:

+25% repeat corporate clients
95% satisfaction for business travelers

IslandDreams Travel – Island Resorts & All-Inclusive Stays

Missions: Manage resort stays in Zanzibar, Seychelles & Cape Verde.
Tasks: All-inclusive options, airport pickup, room preferences.

Results:

98% booking accuracy
85% of clients returned for new destinations