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Skills

  • Problem resolution
  • Data-driven decision making
  • Client Retention Strategies
  • Customer engagement techniques
  • Pricing Strategy Development
  • Performance Benchmarking
  • Operational improvement
  • Multichannel Communications
  • Travel bookings
  • Hotel accomodations

Work Experiences

  • Contributed to budget planning meetings, offering insights on how to reduce reservation costs by $9 per quarter.
  • Analyzed daily booking trends.
  • Had an excellent attendance record and was always on time for work.
  • Created a targeted communication system.
  • Adjusted reservation policies seasonally.
  • Created and launched 14 new customer service protocols.
  • Achieved Innovation Award for excellence in customer service.
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout the booking cycle.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Balanced supply and demand.

Summaries

  • Consistently maintained a guest satisfaction rate above 29% by optimizing reservation operations and facilitating seamless customer experiences.
  • Boosted repeat business by 55%.
  • Head Reservationist with 16 years of successful project management and vendor management experience.
  • Consistently exceeded guest satisfaction goals.
  • Achieved a 56% decrease in reservation complaints.
  • Contributed to improved guest retention.
  • Addressed unforeseen emergencies and last-minute changes.
  • Coordinated group bookings for large corporate events.
  • Consistently surpassed 18%.
  • Vendor management expertise and 2 years of experience are ready to be put to use.

Accomplishments

  • Reduced booking errors by 32% through implementation of advanced reservation software Adobe Creative Suite, improving client satisfaction.
  • Designed and launched a client feedback system, achieving a 28% increase in survey responses and guest satisfaction ratings.
  • Successfully partnered with sales and marketing to convert large corporate bookings, increasing group revenues by 20% over a 6 months-period.
  • Negotiated contracts with exclusive travel distribution channels, generating additional revenue streams worth $9.
  • Earned Outstanding Service Award for excellence in guest services, contributing to method being ranked in the top 4% of Chicago properties.
  • Trained and mentored a team of 12 entry-level reservationists, reducing turnover by 77%.
  • Improved inventory management of room blocks, reducing downtime between guest checkouts and next reservations by 62%.
  • Introduced seasonal promotional packages that aligned with travel trends, improving room occupancy by 55%.
  • Successfully executed handling of reservations during peak holiday seasons, achieving {58% occupancy without overbooking.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • Association of Destination Management Executives International (ADMEI)
  • Hospitality Technology Next Generation (HTNG)
  • Association of Information Technology Professionals
  • Certified Meeting Professional (CMP) certification
  • American Hotel & Lodging Association (AHLA)
  • Lions Club
  • International Council of Nurses
  • National Tour Association (NTA)
  • Global Business Travel Association (GBTA)
  • Association of Group Travel Organizers (AGTO)

Certifications

  • Certified Professional in Catering and Events (CPCE) – method
  • Advanced Conflict Resolution for Guest Relations - Beacon Labs
  • Certified Public Accountant (CPA)
  • SHRM Certified Professional (SHRM-CP)
  • Certified Hotel Reservations Professional (CHRP) - system
  • Certified Hospitality Revenue Manager (CHRM) - program
  • Microsoft Certified Systems Engineer (MCSE)
  • Advanced Hospitality Technology Certification - category
  • Hospitality Software Integration Specialist Certification - framework
  • Corporate Event Coordinator Certification - initiative

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