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Skills

  • Initiative equipment
  • Inventory and cancellation trend analysis
  • Travel bookings
  • Staff training and development
  • Organization
  • Process improvement
  • First Aid/CPR
  • Guest Experience Enhancement
  • Budgets
  • Communications

Work Experiences

  • Contributed to a 38% revenue increase during off-peak periods.
  • Collaborated with the marketing team to create seasonal offers that boosted room occupancy by $15 over 6 months.
  • Contributed to a 2 profit increase.
  • Engaged customers and used active listening and effective interpersonal skills to provide high levels of customer service to each individual.
  • Analyzed weekly occupancy reports.
  • Communicated daily with the front desk and housekeeping teams to ensure real-time updates for incoming guest requests, improving guest satisfaction by 45%.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Collaborated with the Raleigh events team to streamline group reservations for conferences, increasing group business by 73%.
  • Boosted room occupancy by $8 over three years.
  • Answered 10 calls per one year to help customers with their questions and concerns.

Summaries

  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Ability to project a service-minded attitude with a warm, caring demeanor while maintaining efficiency and revenue maximization.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Boosted sales revenue during off-peak periods by 20%.
  • Exceptional at informing incoming guests about facility amenities and providing recommendations for entertainment and dining options.
  • Assistant Reservation Manager recognized for increasing international bookings.
  • Within Miscellaneous, senior Assistant Reservation Manager and outstanding performer in performance reporting and quality assurance.
  • Achieved 15% efficacy improvement in daily operations.
  • Assistant Reservation Manager experienced in optimizing staff schedules.
  • Assistant Reservation Manager with a talent for fostering cross-department collaboration and real-time communication, resulting in a 82% improvement in guest satisfaction.

Accomplishments

  • Documented and resolved process which led to system.
  • Maintained consistent communication with international travel agents, growing international reservations from program by 61%.
  • Improved guest satisfaction by implementing real-time feedback tools where 62% of issues were resolved prior to checkout.
  • Optimized weekly shift schedules for a staff of 13, enhancing coverage during high-demand periods and decreasing overtime costs by 55%.
  • Analyzed customer feedback in real-time, leading to a 20% increase in guest satisfaction ratings over three years.
  • Increased booking conversion rate by 47% by offering personalized guest services and enhancing client interactions.
  • Established a proactive customer feedback loop that resulted in 21% repeat customer bookings on special packages.
  • Successfully processed an average of 5 daily reservations, ensuring that all requests were completed within three years.
  • Tracked daily KPIs for reservations team, providing actionable insights to meet and exceed monthly performance goals by 18%.
  • Utilized SAP for dynamic pricing adjustments, leading to the optimal room booking rates which drove up profits by 16% during peak seasons.

Affiliations

  • Association for Supply Chain Management (APICS)
  • International Hotel and Restaurant Association (IHRA)
  • Rotary International
  • Association for Hospitality and Tourism Management (AHTM)
  • Hospitality Sales and Marketing Association International (HSMAI)
  • Tourism Cares – Community Involvement via Nonprofit Initiatives
  • National Concierge Association (NCA)
  • Professional Association of Innkeepers International (PAII)
  • Customer Engagement Professionals Association (CEPA)
  • Toastmasters

Certifications

  • Hospitality Revenue Management Specialist Badge
  • Certified Business Analysis Professional (CBAP)
  • Certified Public Accountant
  • Certified in Strategic Hospitality Costing - category
  • Certified Hotel Asset Manager (CHAM)
  • Certified Hospitality Department Trainer (CHDT)
  • Hospitality and Tourism Management Certification Meridian
  • Certificate in Rooms Division Management - method
  • Certified Hospitality Revenue Manager (CHRM)
  • Apple Certified Associate (ACA)

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