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Skills

  • Baggage assistance
  • Relationship development
  • Customer retention strategies
  • Time management
  • Communication skills
  • Sales forecasting
  • Contract negotiation
  • Attention to detail
  • Regulatory compliance
  • Process optimization

Work Experiences

  • Achieved partnerships in 2019.
  • Transported Salesforce to 6 months customer locations.
  • Achieved zero customer escalations.
  • Achieved a 33% satisfaction rate on large bookings.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Solved framework issues, improved operations, and provided excellent customer service.
  • Converted 26% of inquiries into confirmed bookings.
  • Communicated with 10 venues across Chicago to provide group reservation options, increasing supplier partnerships by 66%.
  • Built relationships with tour operators and hotels to enhance group booking offerings, securing 6 new vendor partnerships in 2016.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.

Summaries

  • Adept at maintaining a 65% customer retention rate.
  • Adept at managing complex reservations for large groups of 9, ensuring no customer escalations and high satisfaction ratings.
  • Optimistic and outgoing individual who enjoys meeting new people.
  • Accomplished in negotiating favorable contract terms.
  • Excellent public speaking skills as well as a thorough understanding of Denver history, architecture, and current events.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Adept at managing complex reservations.
  • Achieved over $12 in group booking sales annually by designing compelling incentive programs and customized group packages.
  • Achieved high satisfaction ratings.
  • Within Miscellaneous, senior Group Reservations Specialist and outstanding performer in strategic planning and process improvement.

Accomplishments

  • Streamlined logistics for 17-day group event across Austin, resulting in 36% reduction in last-minute changes.
  • Developed promotional campaigns for group package bookings, boosting off-season sales by 74%.
  • Improved group reservation accuracy by auditing data from 4 sources to reduce errors in bookings and confirmations.
  • Enhanced group reservation workflow, leading to 49% time savings for coordinating team events.
  • Integrated real-time reporting tools into the reservation process, facilitating better tracking for ongoing group events.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Optimized booking system updates by partnering with IT department, reducing system downtime for reservations by several months per month.
  • Reduced group booking abandonment rates by 50% through introduction of user-friendly online reservation system.
  • Resolved product issue through consumer testing.
  • Collaborated with event teams to ensure venue compatibility for large group reservations, increasing booking efficiency by 51%.

Affiliations

  • Convention Industry Council Certified Meeting Planner (CMP)
  • American Medical Informatics Association
  • American Hotel & Lodging Association (AHLA)
  • Rotary International
  • Certified Meeting Professional (CMP) from Events Industry Council
  • American Marketing Association
  • Society for Incentive Travel Excellence (SITE)
  • Destination International Certified Destination Management Executive (CDME)
  • Association of Destination Management Executives International (ADMEI)
  • Hospitality Sales & Marketing Association International (HSMAI)

Certifications

  • Cisco Certified Network Associate (CCNA)
  • Certified Revenue Optimization (CRO) Professional - Vantage
  • Certified Hospitality Revenue Manager (CHRM)
  • Apple Certified Associate (ACA)
  • ServSafe
  • Project Management Professional (PMP)
  • CompTIA Network+
  • Google Certified Professional Cloud Architect
  • Cisco Certified Internetwork Expert (CCIE)
  • Group Travel Professional Certification (CTP)

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