CRISTINA DELISA
Sales And Reservation Executive
Denpasar
Summary
Hospitality and customer relations professional with a global perspective and a passion for delivering seamless, memorable experiences. Skilled in sales, reservations, and guest engagement, with proven success in cross-department collaboration and handling high-profile events. Strong communication skills, cultural adaptability, and a commitment to service excellence that builds lasting client relationships.
Overview
6
6
years of professional experience
4
4
Languages
Work History
Sales and Reservations Executive
Aqua Expeditions
09.2023 - Current
- Manage trade inbound booking inquiries from Agent Portal, email, phone, referral, and live chat platform
- Determine clients' needs and wishes and suggest suitable cruise options
- Supply customers with pertinent information and useful travel materials to influence decision making
- Provide customers with timely, high-quality, and personalized service
- Resolve customer concerns with the goal of converting inquiries to bookings
- Reach and exceed revenue targets
- Cross-sell or up-sell when appropriate
- Handle unforeseen problems and complaints and determine eligibility for rebooking and refund requests
- Listen and document feedback from customers and suggest improvements in sales, marketing and operations processes whenever appropriate
- Confirm reservations and manage the entire booking process from lead inquiry to collection
- Track and collect payments
- Follow-up on pre-and-post travel needs and special requests and communicate to Guest Relations Coordinators
- Ensure proper and timely collection of customers’ personal information and special requests
- Liaise with operations to relay customer requests
- Manage TRADE charter requests
- Track promotions and proactively promote to customers
Liaise with accounting team when necessary
Wedding and VIP Sales and Event Executive
Grand Hyatt Bali
05.2023 - 08.2023
- To develop Wedding Market (wedding ceremony package, exhibition, and other wedding-related), and following up inquiries for social groups and events.
- The person in charge of wedding events execution, make sure all our client weddings and events run smoothly.
- Acting as trusted partner connect with external guest and internal teams to deliver a seamless experience for wedding planners and wedding attendees.
- Welcome the wedding group and conduct the meeting brief prior the start of the event / session.
- When needed, entertain clients to enhance the guests’ event/banquet experience.
- Take the ownership to go beyond client’s expectation.
- Ensure the whole client experience successful and memorable and key contact throughout their journey, from introduction, events execution, and post-event services (invoice, thank you letter).
- Build long term relationship with planners/wedding couple and hosts to increase loyalty to the brand.
- At pre-event planning stage consult with wedding planners or wedding couple to optimize all elements of the wedding / event including space, menu and design etc. to improve meeting efficiency
- Conduct pre-event and post-event meetings with clients and catering colleagues to identify improvements to the guest experience.
- Ensure DDR and Group Summary are distributed maximum 7 days before the event.
- Meet with each wedding planner daily to debrief on daily events, review consumption, bill and any exceptions to contracted billing and review estimates of final billing.
- Ensure the whole VIP experience successful and memorable and key contact throughout their journey.
- Responsive in providing guests with what they need, and doing so in a timely and caring manner.
- Always being caring, wanting to make a positive difference, and building genuine connections with VIP guests.
- Having the knowledge and skills to perform your role, and giving the VIP guests the confidence that they can trust you, to help and support them during their stay.
- Build long term relationship with VIP and hosts to increase loyalty to the brand.
- Meet with each VIP both upon arrival and departure, debrief on benefits during the VIP stay.
- Analyze and action against client satisfaction surveys to improve services for the upcoming next visits.
Event Coordinator
Grand Hyatt Bali
08.2022 - 05.2023
- Drive a great working environment, creating a positive relationship working environment within the department and other departments.
- Ensure seamless communication between all related departments pertaining to an event.
- Ensure no or minimum impact to operational and guests when there is an event taking place.
- Interact with outside contacts: guests, vendors, and other contacts as needed.
- Work together as a team to achieve the wedding forecast / budget.
- Optimize / upselling add ON items once group or event is confirmed.
- To be able to tailor made on our existing package based on the client needs.
- Follow up inquiries for social events and small groups.
- Conduct pre-event and post-event meetings with clients and catering colleagues to identify improvements to the guest experience.
- Ensure DDR and Group Summary are distributed maximum 7 days before the event.
- Meet with each wedding planner daily to debrief on daily events, review consumption, bill and any exceptions to contracted billing and review estimates of final billing.
Sales Consultant
Let's Move Indonesia Consultancy
01.2021 - 08.2022
- Advised clients on appropriate product selections based on their unique needs, ensuring optimal satisfaction levels upon purchase.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Responded to telephone and in-person requests for information.
- Provided sales and customer service assistance to walk-in traffic
- Developed long-lasting client relationships by consistently exceeding expectations with exceptional service.
- Boosted customer satisfaction by providing personalized consultations and tailored product recommendations.
- Streamlined sales processes to improve efficiency, leading to quicker deal closings and increased productivity.
- Followed up with existing customers to provide additional support and address concerns.
- Stayed knowledgeable on latest legal update
- Nurtured leads through consistent follow-ups, ultimately converting prospects into satisfied customers.
- Maximized customer retention by resolving issues quickly.
- Built relationships with customers and community to promote long term business growth.
Marketing Communications Coordinator
MGallery Hotel Collection
12.2019 - 01.2021
- Maintained positive relationships with external marketing and PR teams, optimizing value with collaborative approach.
- Reviewed and approved imagery and text to keep communications in line with brand ideals.
- Executed marketing and sales plans to consistently achieve territory targets.
- Coordinated effective placements of media announcements, billboards and print ads for maximum effectiveness and exposure.
- Supported internal teams with knowledgeable communications and marketing advice, helping each meet targets while maintaining cohesive organizational strategy.
- Represented organization with media outlets and general public, conveying consistent messages to support objectives and positively spin current events.
- Managed consistent design theme, look and content of organization's online presence.
- Revitalized employee communications to better convey important information and boost morale.
- Created fresh, attractive designs with crisp graphics and engaging copy.
- Strengthened relationships with key industry influencers through networking events and strategic partnerships.
- Prepared cross-platform social media promotions, capitalizing on strengths of each site to effectively reach target audiences.
- Maximized ROI on paid advertising campaigns by closely monitoring analytics and adjusting strategies as needed.
- Managed public relations efforts, securing positive media coverage and maintaining strong relationships with journalists.
Education
Bachelor of Applied Science (B.A.Sc.) - Hospitality Management
Bali Tourism Polytechnic
Bali 04.2001 -
High School Diploma -
SMA Santu Petrus Pontianak
Pontianak 04.2001 -
Skills
Customer relations
Group management
VIP experience
CruisePal and Opera for reservations
Envision for Sales
Microsoft office
Adaptability and flexibility
Time management abilities
Teamwork
References
- Dominik Radjabelen
Generam manager Zasgo Group
+62 812-3791-1118 - Komang Sri Budiarti
Director of Sales and Distribution Mercure Bali Legian
+62 812-3630-218 - Cathy Hang
Regional Sales Manager Asia Aqua Expeditions
+84 90 839 06 81 - Lidwina Meiriyanti
Event Planning Manager Grand Hyatt Bali
+62 812-4658-8584
Timeline
Sales and Reservations Executive
Aqua Expeditions
09.2023 - Current
Wedding and VIP Sales and Event Executive
Grand Hyatt Bali
05.2023 - 08.2023
Event Coordinator
Grand Hyatt Bali
08.2022 - 05.2023
Sales Consultant
Let's Move Indonesia Consultancy
01.2021 - 08.2022
Marketing Communications Coordinator
MGallery Hotel Collection
12.2019 - 01.2021
Bachelor of Applied Science (B.A.Sc.) - Hospitality Management
Bali Tourism Polytechnic
04.2001 -
High School Diploma -
SMA Santu Petrus Pontianak
04.2001 -