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Skills

  • Hotel accomodations
  • High-volume call handling
  • Team building
  • Positive review and feedback generation
  • Problem resolution
  • First Aid/CPR
  • Conflict resolution using empathy
  • Customer relationship management (CRM) systems
  • Operational improvement
  • Handling confidential client information

Work Experiences

  • Collaborated with sales and marketing teams.
  • Actively monitored and adjusted pricing strategies for peak times, ensuring that events and high-demand periods operated at full capacity.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Applied personalized selling techniques.
  • Allocated room blocks for events, consistently ensuring over 76% occupancy during large conferences and conventions at Boston.
  • Actively monitored pricing strategies.
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout the booking cycle.
  • Collaborated with the sales and marketing team to promote Salesforce offerings, growing reservations by 31% in 4 months.
  • Recommended various packages and amenities to guests, assisting them in finding the ideal accommodations for their specific needs.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.

Summaries

  • Achieved a 37% improvement in customer retention.
  • Bilingual proficiency in French.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Accomplished Reservation Clerk skilled in group booking logistics and itinerary coordination. Successfully secured repeat business with Brightline, resulting in long-term client partnerships.
  • Boosted client satisfaction by 22%.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Boosted venue utilization.
  • Clear understanding of project management and data analysis as well as project management training.
  • Achievement-focused Reservation Clerk.
  • In the initiative industry, an outgoing Reservation Agent was recognized for using up-selling techniques to maximize revenue.

Accomplishments

  • Ensured compliance with company reservation policies while achieving a 83% increase in team-wide adherence to uptime goals.
  • Leveraged bilingual skills to resolve complex issues for international customers, resulting in an increase of 17% in positive feedback from the Southeast.
  • Managed incoming reservations by overseeing a team using initiative, decreasing errors by 61% in 2018.
  • Successfully collaborated with sales and marketing teams to implement promotional booking offers, increasing reservations by 47% during peak season.
  • Implemented new booking system training for team, enhancing overall staff efficiency by 42%
  • Optimized customer booking process, decreasing average handling time by 26% using method.
  • Prioritized bookings for loyal customers, which led to a 23% increase in repeated bookings year-over-year.
  • Assisted in developing a feedback system for reservations, collecting data that improved service scores by 28% over 2017.
  • Trained human resources staff on best practices for managing group bookings, reducing scheduling conflicts by 52%.
  • Strengthened the relationship between clients and the front desk, facilitating faster check-ins and garnering 58% stronger guest satisfaction.

Affiliations

  • American Marketing Association
  • Society of Incentive Travel Excellence (SITE)
  • Council of Hotel and Restaurant Trainers (CHART)
  • Destination Management Companies International (DMCi)
  • National Travel Association (NTA)
  • Professional Association of Innkeepers International (PAII)
  • Rotary International
  • International Hotel and Restaurant Association (IH&RA)
  • International Ecotourism Society
  • Women in Hospitality Network

Certifications

  • Certified Hotel Administrator (CHA)
  • First Aid/CPR Certified
  • Booking.com Partner Program Certification
  • Certified Public Accountant
  • Certified Hospitality Revenue Manager (CHRM)
  • Certified Guest Service Professional (CGSP) by American Hotel & Lodging Educational Institute (AHLEI)
  • Certified Business Relationship Manager (CBRM)
  • Project Management Professional (PMP)
  • Apple Certified Associate (ACA)
  • Global Distribution Systems (GDS) Certification

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