Joselyne Valentina Grajales

• Arranged travel accommodations including flights and hotel room for groups, couples, executives, and special needs clients in advance via E-mail and Phone calls.
• Provide recommendations and curate experiences offering insights based on clients' unique preferences, interests, and budgets.
• Event planning efforts, contributing to the successful execution of memorable occasions either via E-mail and Phone call in advance or if they did not book in advance in person at the property. Example: Booking flower delivery and take it to the room, Booking and arranging a room decorator, Spa recommendations and appointments, Dinner recommendations and reservations, Excursions according to guests preferences, exclusive experiences and special requests.
• Addressed customer inquiries with timely and professional responses via phone, E-mail and in-person interactions. Example: Local culture, Book transportation, Safety tips, Spa services and hours, Events in the hotel: Yoga, Wine and Paint, Bingo, Kids club and baby sitters.
• Provided language translation services as needed, easing communication barriers for international guests. Translations from and to English, Dutch and Spanish.
• Handling travel documentation: This involves assisting with visas, travel insurance, and staying updated on international travel policies and regulations, such as COVID-19 travel rules.
• Maintained concierge book with knowledge of relevant local information. Example: Best nearby restaurants, Events taking place nearby that week.
• Providing VIP services: For high-end clients, this may include arranging access to Exclusive events, Hard to get Restaurant Reservations, Private tours, or other luxury amenities like the Hotel´s Custom Logo Merchandise: Tote bag, Robe, Water Bottle.
• Providing 24/7 support by managing last-minute changes, disruptions and cancellations: Offer continuous assistance during the trip, addressing any issues, changes, or emergencies that may arise. Adept at coordinating and implementing sudden adjustments to travel plans to ensure a smooth experience despite unforeseen circumstances. This includes Handling flight delays, Lost luggage, Lost Objects, Client health emergencies including: arranging a doctor, emergency care and pick up or delivery of medicine, canceling or rescheduling Tours and Dinner Reservations and Taking care of Refunds.
• Maintaining client relationships: Keeping track of frequent clients Last names, Story and their Preferences in Restaurants, Special requests and Excursions desired to create a personalized experience for future trips and a strong relationship showing customers we care.

Manager contact 1: kristengumbs@depalmtours.com

Manager contact 2: roland.hermosen@radissonbluaruba.com

Manager contact 3: marriottconcierge@depalmtours.com

• Performing all check in and check out tasks - Verifying Passports and Credit Card details, Selecting rooms, special requests, processing payment while greeting in a warm friendly manner and informing all the Hotels amenities/facilities and asking questions to build rapport.
• Problem solving and conflict Resolution: Solve clients complaints and/or questions regarding everything in the hotel and room in a professional, positive and timely manner. Example: Housekeeping, Temperature in the room, Refill Bar in the room and Room View with a strong focus on guest satisfaction.
• Technical Proficiency: Fluency with property management systems (PMS) like Opera, Rumbo and Amadeus and basic office software (e.g., Microsoft Office Suite) to process room payment, upgrades, requests, complaints, check in/out and update hotels occupancy rate and maintain accurate record of interactions.
• Coordinating with all other departments such as housekeeping, maintenance, room service and security to fulfill guest requests and ensure seamless operations.
• Answering phone calls and emails managing reservations and cancellations, maintaining accurate records, directing them to appropriate departments, and answering any doubts about the hotel or destination.
• Upselling room upgrades or other services to maximize revenue.
• Handling large cash and credit transactions, including accepting payments, making changes, upselling and balancing cash drawers at the beginning and end of shifts and converting currency for guests always balancing out making sure we do not have any discrepancies.
• Decision Making: Analyzing carefully how to approach a problem from different perspectives until deciding what's the right decision for everyone involved.

Manager Contact: Madelyn +297 7452310

• Surpassing my budget target every month by actively approaching customers and connecting with them by asking them personal questions to guide them trough the Pandora product range. Being knowledgeable about the materials, stories and craftsmanship. This will enforce their own personal connections with the brand and build trust in me to be able to recommend styling their pieces and adding additional pieces increasing revenue.
• Completed all Pandora´s official quizzes: A 2 hour quiz as part of the hiring process. A 1 hour refresher quiz once a week and an in depth quiz for each new collection launch embracing the store culture, knowledge and passion for the brand.
• Clienteling: Gather each customer´s personal information to build a personalized lasting connection beyond a one time transaction. One hour of the day is designated to phone calls greeting our closest customers for anniversaries, birthdays and/or informing them regarding sales, special events, collection launches and restocks they have been waiting for building brand loyalty.
• Uphold merchandising and retail operational standards, ensuring a smooth and on-brand operation: This includes maintaining a clean and organized sales floor, arranging displays according to company guidelines, and managing inventory to keep track of what needs to be restocked and that nothing is missing.
• Cleaning and polishing Pandora jewelry that clients bring in or are on display, including charms, bracelets, necklaces, and rings. This involves using appropriate cleaning solutions and cloths as per Pandora's guidelines to prevent damage and maintain the luster of various materials, such as sterling silver, Pandora Rose, and Pandora Shine.
• Showcasing jewelry while securing it.