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Skills

  • Staff development
  • Process improvement
  • Budgeting and finance
  • Data entry
  • Regulatory compliance
  • Customer service
  • Team Leadership
  • Telephone reservations
  • System equipment
  • Interpersonal and written communication

Work Experiences

  • Solved method issues, improved operations, and provided excellent customer service.
  • Answered an average of 18 calls, emails, and faxes per day, responding to customer inquiries, resolving problems, and informing customers about new products.
  • Achieved results in 2021.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • System helped me achieve $80,000.
  • Examined departmental documents to determine how they should be distributed and filed.
  • Assisted various business groups with document organization and dissemination during acquisitions.
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout the booking cycle.
  • Recommended various packages and amenities to guests, assisting them in finding the ideal accommodations for their specific needs.
  • Engaged customers and used active listening and effective interpersonal skills to provide high levels of customer service to each individual.

Summaries

  • Achieved a 41% customer satisfaction rate.
  • Achieved a 58% increase in satisfaction scores annually.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Adept at processing international bookings.
  • Exceptional at informing incoming guests about facility amenities and providing recommendations for entertainment and dining options.
  • Achieved reservation growth of 23% in 2024.
  • Within Miscellaneous, senior Reservation Officer and outstanding performer in budget management and risk assessment.
  • Costs were consistently reduced while profits were increased.
  • Reservation Officer is a multi-talented Reservation Officer who is consistently rewarded for planning and operational improvements.
  • Top-producing salesperson and industry expert in Miscellaneous.

Accomplishments

  • Streamlined reservation process for corporate accounts, reducing manual errors by 63% through system automation improvements.
  • Improved discount rate negotiation strategies for large corporate client bookings, increasing profitability by 25% in 2021.
  • Documented and resolved metric which led to initiative.
  • Planned high-demand seasonal promotions with pricing specialists, contributing to an increase of 77% in guest traffic during standard.
  • Introduced and trained staff on a revised workflow in the reservation system, speeding up booking time by the past year minutes per interaction.
  • Leveraged system optimization tools to ensure a fast turnaround time in reservation confirmation, improving overall booking speed by 85%.
  • Monitored guest preferences and feedback on a regular basis to adjust booking offerings, improving retention by 42% over two years.
  • Increased sales 17% over the past year.
  • Nominated for Excellence Award in recognition of superior conflict management in handling multiple VIP requests simultaneously, 2022.
  • Provided administrative support to upper management during high-demand periods, ensuring 22% guest satisfaction on room arrangements and special requests.

Affiliations

  • Jaycees
  • Association of Corporate Travel Executives (ACTE)
  • Project Management Institute
  • Toastmasters
  • International Air Transport Association (IATA)
  • Global Business Travel Association (GBTA)
  • American Association of Travel Agents (ASTA)
  • Certified Front Office Specialist (CFOS) from Meridian
  • World Travel & Tourism Council (WTTC)
  • Hospitality Financial and Technology Professionals (HFTP)

Certifications

  • Certified Public Accountant
  • Association for Project Management (APM)
  • CompTIA Security+
  • Certified International Travel Specialist (CITS) by standard
  • Certified Professional Hotel Manager (CPHM) by program
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Amadeus GDS System Certification by process
  • Project Management Professional (PMP)
  • Google Certified Professional Cloud Architect
  • Certified Call Center Professional (CCCP) by process

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