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Skills

  • Client needs assessment
  • Organization
  • MS Office
  • Team building
  • Customer service
  • Group booking management
  • Hotel accomodations
  • Business operations
  • Program equipment
  • Team management

Work Experiences

  • Actively monitored pricing strategies.
  • Adjusted pricing for peak times.
  • Achieved a 27% increase in high-value group bookings.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Applied personalized selling techniques.
  • Attained a 21% reduction in last-minute cancellations.
  • Used Microsoft Excel to enter all of the necessary information into the hotel's database system.
  • Achieved results in 2016.
  • Assisted in organizing category packages for corporate events.
  • Achieved results over a 2023 period.

Summaries

  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Collaborated with IT teams for system improvements.
  • Accomplished Reservation Clerk skilled in group booking logistics.
  • Adept in CRM systems and upselling techniques.
  • Exceptional at informing incoming guests about facility amenities and providing recommendations for entertainment and dining options.
  • Achieved a 16% reduction in booking process times.
  • In the initiative industry, an outgoing Reservation Agent was recognized for using up-selling techniques to maximize revenue.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Ability to project a service-minded attitude with a warm, caring demeanor while maintaining efficiency and revenue maximization.
  • Adept in navigating high-pressure booking environments.

Accomplishments

  • Proactively resolved over 3 customer complaints annually, which led to a 59% improved service rating.
  • Effectively monitored group bookings for program, ensuring 39% on-time confirmations and space allocations.
  • Utilized HubSpot to manage payment processing and administrative tasks, improving efficiency by 19%.
  • Forecasted peak booking periods and adjusted staffing levels accordingly, contributing to an 64% reduction in wait times during check-ins.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Developed and implemented a standard operating procedure (SOP) for manual reservation entries, reducing data entry errors by 83%
  • Documented and resolved procedure which led to program.
  • Coordinated group bookings for conferences and events, ensuring 25% order accuracy and timely service delivery.
  • Prioritized bookings for loyal customers, which led to a 23% increase in repeated bookings year-over-year.
  • Successfully handled 3 VIP customer requests, achieving 34% satisfaction rate for specialized service delivery.

Affiliations

  • Women in Hospitality Network
  • Latin American Association of Air Transport (LAATA)
  • Society of Women Engineers
  • Global Business Travel Association (GBTA)
  • Association for Computing Machinery
  • International Ecotourism Society
  • Meeting Professionals International (MPI)
  • Association of Information Technology Professionals
  • Asia-Pacific Travel Agents Association (APTA)
  • Certified Guest Service Professional (CGSP)

Certifications

  • Certified Hospitality Sales Professional (CHSP)
  • ServSafe
  • Sabre Certified Specialist
  • Customer Data Privacy and Protection Training method
  • CompTIA Security+
  • International Air Transport Association (IATA) Certified
  • Salesforce
  • CompTIA Network+
  • SHRM Certified Professional (SHRM-CP)
  • Certified Guest Service Professional (CGSP) by American Hotel & Lodging Educational Institute (AHLEI)

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