Kenza Ziad
Essaouira
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
8
8
years of professional experience
Work History
Receptionist
Mgallery le Medina by Sofitel
Essaouira
04.2017 - Current
- Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
- Provided excellent customer service at all times while interacting with both internal and external customers.
- Checked in guests using established procedures, verified guest identification and credit card information.
- Greeted guests upon arrival, answered inquiries and provided information about hotel services.
- Processed payments for guest accounts, accepted cash or credit cards as payment.
- Responded to customer complaints and addressed issues promptly and professionally.
Hotel Reservations Agent
Villa beldi
Essaouira
06.2016 - 02.2017
- Booked room reservations by quoting current room rates for specific travel dates and entering customer information into computer system.
- Assisted guests with any problems or complaints they may have had during their stay at the hotel.
- Managed online reservations through booking websites such as Expedia or Hotels.com.
Call Center Representative
Big Call
Marrakech
11.2015 - 02.2016
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
Education
Diploma in Flight Attendant, Reception Hostess, A,d Maritime Agent -
IFAERO
Agadir07-2015
High School Diploma -
AKENSOUS
ESSAOUIRA07-2013
Skills
- Excellent verbal and written communication skills to interact effectively with costumer
- Collaborative mindset to work with colleagues and other departments to resolve costumer issues
- skills to resolve conflicts and handle difficult costumers diplomatically
- ability to handle multiple tasks simultaneously, especially in a fast-paced environment
- ability to remain patient and calm especially in challenging situation
- flexibility to adapt to different costumer personalities and situation
Affiliations
- Art and culture
- sport and fitness
- travel and exploration
Languages
Arabic
First Language
English
Advanced (C1)
C1
French
Advanced (C1)
C1
Timeline
Receptionist
Mgallery le Medina by Sofitel
04.2017 - Current
Hotel Reservations Agent
Villa beldi
06.2016 - 02.2017
Call Center Representative
Big Call
11.2015 - 02.2016
Diploma in Flight Attendant, Reception Hostess, A,d Maritime Agent -
IFAERO
High School Diploma -
AKENSOUS
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