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Skills

  • Relationship development
  • Event coordination for high-end clients
  • Event logistics planning
  • Customer relationship management (CRM) tools
  • Payment processing
  • Accurate data entry and record maintenance
  • First Aid/CPR
  • Supervision
  • Maximizing repeat customer rates
  • Team management

Work Experiences

  • Used Power BI to enter all of the necessary information into the hotel's database system.
  • Recommended various packages and amenities to guests, assisting them in finding the ideal accommodations for their specific needs.
  • Built trusting relationships with clients.
  • Adapted booking processes for urgent travel needs.
  • Collaborated with the marketing department on seasonal special offers, driving 6% more reservations through promotional packages.
  • Achieved a 60% success rate for last-minute bookings.
  • Collaborated with the marketing department on seasonal special offers.
  • Approved special requests.
  • Applied real-time pricing strategies.
  • Actively monitored fluctuating room rates and applied real-time pricing strategies, helping to increase revenue during key metric times.

Summaries

  • Exceptional at informing incoming guests about facility amenities and providing recommendations for entertainment and dining options.
  • Aided in driving up customer acquisition by 57%.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Customer-focused Reservation Agent with 3 years of Miscellaneous experience.
  • Costs were consistently reduced while profits were increased.
  • Collaborative work approach.
  • Achieved 14 consecutive monthly sales targets, consistently driving company revenue by cross-selling services while maintaining a 83% reservation conversion rate.
  • Aligned services to meet personal preferences.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the standard business.
  • Achieved a 66% higher repeat visit rate.

Accomplishments

  • Resolved product issue through consumer testing.
  • Reduced rebookings by 23% through detailed confirmation procedures and strong follow-up communications.
  • Increased customer reservation retention by 79% through personalized trip planning offers designed from previous bookings.
  • Contributed to the design of customer satisfaction surveys, collecting 8 feedback responses that drove improvements.
  • Developed a reporting tool using ServiceNow to track booking trends and identify high-priority customer service needs.
  • Maintained an accuracy rate of 26% in data entry for reservations, reducing errors across ServiceNow and improving customer satisfaction.
  • Developed strong relationships with key vendors in the Miscellaneous industry, securing cost-effective group rates and contributing to a 84% rise in large-scale bookings.
  • Collaborated with the sales team to meet monthly reservation targets, consistently achieving 43% above quota.
  • Enhanced the booking process through continuous improvement initiatives, lowering online cart abandonment rates by 46%.
  • Negotiated with third-party accommodation providers to secure exclusive rates for corporate clients, leading to a 18% growth in the corporate customer base.

Affiliations

  • National Travel Association (NTA)
  • Hotel Revenue Management Association (HRMA)
  • American Society of Travel Advisors (ASTA)
  • International Council of Nurses
  • American Marketing Association
  • Toastmasters
  • Association of Information Technology Professionals
  • American Society of Safety Professionals
  • Association for Tourism Advisors (ATA)
  • National Business Travel Association (NBTA)

Certifications

  • CompTIA Network+
  • Hospitality Sales and Marketing Certification - Harbor & Co.
  • Global Distribution System (GDS) Certification - Ironclad Systems
  • ServSafe
  • IATA Travel and Tourism Certification - International Air Transport Association (IATA)
  • Sales and Reservation Systems Certification - Sabre Travel Network
  • Certified Reservation Systems Specialist (CRSS) - Vantage
  • Conference & Event Management Certification - Certified Meeting Professional (CMP)
  • Certified in Hotel Industry Analytics (CHIA) - STR Global
  • Certified Event Planner (CEP) - Lakeside Partners

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