Reservation Process in the call center department of Sea Pearl Beach Resort and Spa

Abstract

The internship in the Reservation Call Center Department provided me a real world customer service working experience in the dynamic, fast-moving communication environment. The main goal of this internship was to have practical experience in the functioning and protocols involving reservations along with customer enquiries and issues using state-of-the-art systems. During the duration of the internship, much effort was devoted to understanding the end-to-end journey for reservations from first customer touchpoint until booking confirmations and post- service follow-ups.During my internship, I gained knowledge about how CRM (customer relationship management) software, handling calls and standard operating procedures (SOPs), which was followed for proper communication and conflict resolution .