Danica Paderna

Guest Experience Specialist

AvantStay

Jan 2024 - Current (1 year 9 months)

Handling both reservations and guest experience inquiries. Assist guest with escalations, check-in/checkout process, and in-stay concerns. Respond to guest messages promptly and personally, adhering to our strict SLA with the goal of establishing an open, welcoming relationship. • Support field operation teams in maintaining a consistent guest experience.

Travel Agent

Hopper

Jan 2021 - Jan 2023 (2 years 1 month)

Knowledgeable in Kustomer system. Engage with customers and provide answers and recommendations that lead to confirmed hotel booking and post-booking purchases, specifically process voids, refunds with waivers, exchanges, and schedule changes. Support customers via chat, emails and voice to ensure they have the best possible post booking service

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Guest Experience and Reservation Specialist

Cocoplum Vacation Rentals

Jan 2020 - Jan 2021 (1 year 1 month)

Handling all inquiries and reservation concerns for the properties we have in Marathon, Florida. Open and coordinate maintenance tickets for the rental houses. Coordinate and schedule Housekeeping staff. Collecting payments for reservations that are due. Handle and manage guest escalations and reviews.

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Reservations and Resort Services Agent

Okada Manila

Jan 2019 - Jan 2020 (1 year 1 month)

Exceptional Skills in Opera Property Management System. Adequate in Converting Calls into Booking. Consistency in Up-selling Rooms to maximize Hotel Revenue. Exhibit a high commitment to improving customer service. Handling guests' complaint both for hotel guests and casino members

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Room Reservations and Ticketing Officer

Resorts World Sentosa

Jan 2017 - Jan 2019 (2 years 1 month)

Exceptional Skills in Opera Property Management System. Handles room reservations for FIT guests and Casino Members. Answer inquiries about the resort such as hotels, attractions, dining, shopping, directions, promotions and more. Knowledgable in OTA bookings and system. Handles all incoming call inquiries, complaints and ad-hoc requests from customers this includes the process of booking, amendment and cancellation

Guest Experience Specialist

Kasa Living

Guide guests through the reservation process and become an expert on all things Kasa to help answer unit-specific questions. Handling various properties in the US. • Quickly take the initiative to answer and handle guest issues as they arise . Help guests with refund and cancellation inquiry

Danica Paderna

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