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Skills

  • Corporate account management
  • Handling bulk bookings
  • Guest satisfaction improvement
  • Booking error reduction strategies
  • Budgets
  • Project organization
  • Client database maintenance
  • Supervision
  • Procedure equipment
  • Customer service

Work Experiences

  • Went above and beyond for my guests, including making outside venue reservations and organizing tours.
  • Advertised local entertainment and sporting events and provided information to patrons.
  • Ensured financial accuracy by collecting deposits, fees, and payments.
  • Analyzed upcoming reservations.
  • Greeted guests at the front desk and engaged in pleasant conversations while managing the check-in process.
  • Collaborated with housekeeping and maintenance teams.
  • Achieved a 51% increase in positive guest feedback.
  • Consistently exceeded guest expectations.
  • Was in charge of a fast-paced front desk operation at a busy program facility with up to 10 nightly visitors.
  • Achieved a 81% improvement in online review scores.

Summaries

  • Hotel Reservationist is a polite and upbeat person with excellent telephone etiquette.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Mathematical prowess and the ability to manage all front-office operations.
  • Providing personalized guest service, including managing VIP requests, is second nature to me.
  • Added bookings worth $15.
  • Hotel Reservationist is a friendly and polished Hotel Reservationist with demonstrated experience in metric environments.
  • Hotel Reservationist with 16 years of experience working in a guest service environment.
  • With prompt service and diplomatic communication, well-versed in mitigating customer dissatisfaction.
  • Adaptable and energetic, with strategic planning and budget management abilities.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.

Accomplishments

  • Maximized room occupancy by effectively managing last-minute cancellations and securing an average of 6 urgent bookings weekly.
  • Documented and resolved standard which led to procedure.
  • Streamlined the reservation process by implementing Power BI, reducing customer booking time by 61%.
  • Worked with the finance team to review and reconcile daily incoming payments for reservations, contributing to a 80% error-free accounting record.
  • Processed an average of 18 reservations per day, contributing to a 43% growth in overall bookings and ensuring high customer satisfaction.
  • Handled multi-line phone systems, routing calls effectively and processing an average of 2 inquiries daily with a 80% issue resolution success rate.
  • Led collaboration with other departments such as housekeeping and maintenance to ensure a 27% on-time check-in rate for all guest reservations.
  • Oversaw guest profile data entry and integrity, ensuring data accuracy for 9 guest accounts, which improved targeted marketing efforts by 32%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Achieved a 6-minute average response time for online reservation inquiries, reducing customer wait time by 46% from the previous year.

Affiliations

  • Travel and Tourism Research Association (TTRA)
  • Jaycees
  • International Hotel and Restaurant Association (IH&RA)
  • American Bus Association (ABA)
  • Convention Industry Council (CIC)
  • Certified Hospitality Revenue Manager (CHRM) Certification
  • Hospitality Financial and Technology Professionals (HFTP)
  • American Resort Development Association (ARDA)
  • American Medical Informatics Association
  • International Association of Hotel Executives

Certifications

  • Communicating with Diplomacy in Hospitality Certification by Beacon Labs
  • Reservation Sales Specialist Certificate by AHLEI
  • Google Certified Professional Cloud Architect
  • Apple Certified Associate (ACA)
  • Project Management Professional (PMP)
  • Certified Hospitality Supervisor (CHS) by the American Hotel & Lodging Educational Institute (AHLEI)
  • Certified Operations Manager (COM) in Hospitality by Beacon Labs
  • CompTIA Security+
  • Train-the-Trainer Certification for Hospitality Professionals by Vantage
  • Certified Public Accountant (CPA)

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