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Skills

  • MS Office
  • Conflict resolution with stakeholders
  • Team building
  • Attention to detail in financial transactions
  • CCTV
  • Communications
  • Business operations
  • Event planning logistics
  • Bilingual communication (Language 1/Language 2)
  • Upselling proficiency

Work Experiences

  • Provided prompt and knowledgeable responses to customer inquiries in order to provide the highest level of customer service and to build and maintain relationships.
  • Achieved a 72% success rate in accommodating special requests.
  • Analyzed feedback from group coordinators and adjusted services accordingly, leading to an improved average customer rating by 68%.
  • Assisted in setting up VIP clients with customized packages, directly contributing to $6 in annual premium group sales.
  • Established a group sales budget and tracked, reconciled, and projected profits and losses to maximize revenue.
  • Achieved a three years reduction in average booking times.
  • Was in charge of all reservations and inquiries for a hotel with an annual revenue of $13.
  • Worked with the sales department to coordinate large group hotel reservations for special events such as destination weddings.
  • Adjusted services accordingly.
  • Accommodated multiple currencies.

Summaries

  • Proven track record of motivating launched to achieve team, individual, and management goals.
  • Results-oriented Customer Service professional with process improvement, risk assessment, and data analysis strengths.
  • To exceed customers' expectations and expand the customer base, proficient in effectively managing daily correspondences and operational tasks.
  • Friendly, well-organized, and hardworking with strong Microsoft Excel skills.
  • In a fast-paced and rapidly changing environment, effectively meets deadlines, prioritizes workloads, and pays close attention to detail.
  • With hands-on experience, eager to learn new skills and advance knowledge.
  • CPA certified
  • Multitasker and team player with exceptional Microsoft Excel skills.
  • Looking forward to taking on a new challenge with a successful team.
  • Communicative and team-oriented, with QuickBooks expertise.

Accomplishments

  • Proactively monitored booking trends and adjusted pricing strategies as needed, contributing to average revenue growth of 40% per year.
  • Identified and mitigated booking discrepancies, ensuring 16 consecutive months of zero errors in group reservations management.
  • Collaborated with marketing teams to develop targeted outreach campaigns that led to 69% growth in group bookings within 6 months.
  • Expanded service offerings and created tailored proposals for large groups, resulting in new business opportunities worth $83,000 annually.
  • Established strong relationships with group coordinators, leading to repeat business and increasing annual revenue by 71%.
  • Executed comprehensive market analysis to identify trends in group travel, increasing marketing campaign ROI by 29%.
  • Converted 8 high-potential leads into large-scale bookings through strategic negotiation and needs-based selling techniques.
  • Achieved OSHA to enhance revenue protection strategies, which contributed to an overall reduction in booking errors by 72%.
  • Implemented a streamlined booking process that reduced processing time by 82%, improving efficiency in a high-volume booking environment.
  • Pioneered a staff cross-training program that increased sales conversion rates by 25% for group bookings during peak travel periods.

Affiliations

  • Attendee, Global Travel Trade Show in Chicago (2024)
  • Volunteer, Hospitality and Hotel Sales Conference (2023, Denver)
  • Contributor, Online Industry Forum on Hotel Booking Platforms (2024)
  • Certified, Hospitality Sales and Marketing Association International (HSMAI) (2021)
  • Attendee, Annual Industry Conference focused on Customer Satisfaction in Hospitality (2021)
  • Mentor, Internship Program for Hotel Management Students (Raleigh)
  • Member, Meeting Professionals International (2015-Present)
  • Certified, Revenue Management for Group Sales Professional Certification (2016)
  • Presenter, Annual Conference on Dynamic Pricing Models in Hospitality (2020, Columbus)
  • Certified, Advanced Hospitality Management Program, framework (2021)

Certifications

  • ServSafe
  • Group Travel Specialist Certification – Meridian
  • Microsoft Office Specialist (MOS)
  • Apple Certified Associate (ACA)
  • Certified Hotel Administrator (CHA) - Northwind
  • Certified Meeting Professional (CMP) - Brightline
  • CompTIA Security+
  • Project Management Professional (PMP)
  • Hospitality Essentials: Complaint Handling and Resolution – program
  • Certified Customer Service Manager (CCSM) - Harbor & Co.

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