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Skills

  • Travel sales
  • Bilingual German communication
  • Scheduling and calendar management
  • Conflict resolution
  • Process improvement
  • Upselling proficiency
  • Customer reservations
  • Staff training and development
  • Collaboration with cross-functional teams
  • Time management

Work Experiences

  • Achieved growth over 2017.
  • Provided exceptional service to every customer through active engagement, effective listening, and well-developed interpersonal skills.
  • SAP was delivered to customer locations by me.
  • Developed a reputation for punctuality and hard work.
  • Working with team members and customers to find workable solutions improved operations.
  • Addressed reservation errors.
  • Provided excellent service and attention when dealing with customers face-to-face or over the phone.
  • Achieved results within the past year.
  • Assisted clients with the preparation of necessary travel documents and forms.
  • Achieved a 32% decrease in system downtime.

Summaries

  • Motivating leader who has built and managed program teams in the past.
  • Accomplished Lead Reservationist.
  • Individual who is enthusiastic and capable of working in both a team and independently.
  • Procedure and standard have a proven track record.
  • Strategic thinker with expertise in risk assessment.
  • Achieved 35% improvement in team performance.
  • Looking forward to taking on a new challenge with a successful team.
  • Program, procedure, and program are all available.
  • Achieved 17% faster inquiries.
  • Expert in metric with a strong aptitude for streamlined and spearheaded.

Accomplishments

  • Reduced customer call-wait times by 78% by analyzing peak hours and implementing staggered team schedules for better coverage.
  • Integrated a new inventory management system across 10 locations, reducing manual entry errors by 49% and improving data accuracy.
  • Negotiated favorable room block terms for large events, securing a $243,000 increase in revenue for the 2019 fiscal year.
  • Collaborated with the front desk to implement real-time updates on room availability, enhancing booking reliability by 43%.
  • Established a formal client feedback system, raising client satisfaction scores by 21% over 6 months through enhanced communication.
  • Introduced a bi-weekly performance review process that boosted individual agent productivity by 32%, leading to faster reservation handling.
  • Recommended and implemented a tiered escalation process for high-priority reservations, cutting resolution timeframes by process.
  • Conducted regular audits of the reservation system, resolving discrepancies within two years and reducing booking errors by 53%.
  • Utilized data analytics to predict high-demand days, allowing optimal room allocation and driving a 61% increase in revenue.
  • Streamlined group reservation processes, resulting in 42% higher booking volumes during key event periods at process.

Affiliations

  • Member, American Hotel & Lodging Association (AHLA) - Participate in forums on customer trend analysis and reservation optimization.
  • Active Participant, Boutique & Lifestyle Lodging Association (BLLA) - Focus on specialty accommodations and the role of customized reservation systems.
  • Member, Global Business Travel Association (GBTA) - Stay updated on trends in corporate travel bookings and revenue management techniques.
  • Affiliate Member, National Business Travel Association (NBTA) - Regularly collaborate on optimizing group travel reservations.
  • Recipient of Outstanding Service Award, International Hotel Technology Forum (IHTF) - Recognized for successful collaboration with IT to reduce booking errors by 66%.
  • Member, Institute of Travel Management (ITM) - Practice industry-wide standards for simplifying internal systems and software integration.
  • Active Member, Hotel Technology Next Generation (HTNG) - Work with fellow professionals enhancing technology solutions that reduce system downtime.
  • Certified in Hospitality Industry Analytics (CHIA) - Specialize in data analytics applied to booking strategies and performance enhancements.
  • Active Contributor, Hospitality Sales and Marketing Association International (HSMAI) - Collaborated on best practices for maximizing revenue during low-demand periods.
  • Member, Worldwide Travel Alliance (WTA) - Engage in global best practices for managing international bookings and client satisfaction.

Certifications

  • Customer Relationship Management (CRM) Certification – HubSpot
  • Apple Certified Associate (ACA)
  • Certified Revenue Analyst (CRA) by Brightline
  • Certified Professional in Distribution & Logistics (CPDL)
  • Project Management Professional (PMP)
  • Association for Project Management (APM)
  • CompTIA A+ Technician
  • Salesforce
  • Reservation and Distribution Channel Specialist (RDCS) Certification
  • Certified Hospitality Revenue Manager (CHRM)

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