Mena Botros

Experience

• 

  Marriott International

  Nov 2010 - Apr 2012

  AYS Agent - Operator /Business center

  - Answering calls with using telephone etiquette.-Worked as Business center Agent (Scan ,Photo copy, Printing ,Typing documents ,International calls , faxes) -Taking guest's orders (Engineering & Housekeeping) & following up with the guest. -Taking room service orders and using Micros.- Providing the guest with hotel information & local area. - Handling guest complains & troubleshooting with the guest. - Printing contingency reports, knowledge in Opera system & Guest ware.--Following the standard & ensuring information security . Show less

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  JW Marriott Kuwait

  Jun 2012 - Apr 2014

  AYS Agent - Operator

  - Answering calls with using telephone etiquette.- Doing Post Arrival for arrival guests.-Taking guest's orders (Engineering & Housekeeping) & following up with the guest. -Taking room service orders and using Micros.- Providing the guest with hotel information & local area. - Handling guest complains & troubleshooting with the guest. - Printing contingency reports, knowledge in Opera system & Guest ware.-Following the standard & ensuring information security .-Doing police report through immigration system. Show less

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  Marriott International

  Apr 2014 - Apr 2017

  Cluster Reservation Sales agent

  -Working as cluster reservations for Marriott hotels in Kuwait.-Answering guests calls using telephone etiquette.-Handling reservation requests, changes & cancellation received by phone, fax or mail.-Handling Arabic speaker reservation requests, Government & ministries bookings .-Knowledge in Opera & Marsha system.-No shows, CTAC system (commission system ), booking cancellations , Rates configuration , system balancing .-Printing reports & filling ,checking daily arrival list .-Following standards & information security . Show less

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  Starwood Hotels & Resorts Worldwide, Inc.

  Apr 2017 - Jul 2019

  Reservation agent

  -Worked as a complex reservations for Mina seyahi.-Printing different reports and checking arrivals .-Handling reservations requests through phone calls ,emails or faxes.-Updating booking with all needed details ,references through CRS.-Arabic speaking calls and tasks.-Individual and Touroperator bookings and requests.Good knowledge in Opera system and Microsoft office.Trainer of the department, giving training to department and reviewing department SOPs.

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  Emirates

  Aug 2019 - Aug 2020

  Customer Service Agent

  -Working as customer service and sales agent for Emirates airlines.-Handling phone calls using phone etiquette and customer complaints.-Assisting customer for airlines services and guiding them for all website quarries. -Giving airlines fares and quotes , booking airlines tickets and automated amendments for tickets.-Giving all information needed about airlines, flights, information health check , visas requirements for travel as per countries current regulations.

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  Emirates

  May 2021 - now

  • Senior Customer Service Representative

    Oct 2023 - now

  • Customer Service and Sales Representative

    May 2021 - now