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Skills

  • Effective communication with housekeeping and front desk
  • Conflict resolution for booking discrepancies
  • Travel bookings
  • Customizing service packages
  • Business operations
  • Process documentation to improve team workflow
  • Team management
  • Customer Relationship Management (CRM)
  • Regulatory compliance
  • Customer service

Work Experiences

  • Collected and analyzed guest feedback.
  • Was in charge of creating customer invoices, accepting payments, and handling refund and cancellation requests.
  • Achieved results over 2023.
  • Looked for industry trends on social media and through online sources.
  • Achieved fewer than 7% errors.
  • Engaged customers and used active listening and effective interpersonal skills to provide high levels of customer service to each individual.
  • Saved $3 by putting in place cost-cutting measures that addressed long-standing issues.
  • Compared competitor pricing and packages.
  • Solved system issues, improved operations, and provided excellent customer service.
  • Achieved growth over 2015.

Summaries

  • Ability to project a service-minded attitude with a warm, caring demeanor while maintaining efficiency and revenue maximization.
  • Exceptional at informing incoming guests about facility amenities and providing recommendations for entertainment and dining options.
  • Achieved high customer satisfaction.
  • A proactive Reservation Sales Representative with superior time management skills, successfully managing 10+ booking channels simultaneously while maintaining open and effective communication with internal departments.
  • Strengths in performance reporting and risk assessment backed up by Miscellaneous training.
  • Hardworking and good at selling over the phone.
  • Achieved a 40% success rate in resolving booking issues.
  • Reservation Sales Representative is a multi-talented Reservation Sales Representative who is consistently rewarded for planning and operational improvements.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Achieved a 69% successful resolution rate for customer booking complaints.

Accomplishments

  • Successfully met or exceeded monthly sales and reservations quotas by implementing data-driven upsell techniques.
  • Played a key role in onboarding new team members, conducting Tableau system training to reduce their learning curve by 41%.
  • Assisted in rebooking 9 flights due to unforeseen delays while ensuring 42% customer satisfaction.
  • Facilitated smooth booking transitions during event rescheduling, ensuring a 34% retention rate for group bookings.
  • Streamlined the booking system integration between Microsoft Excel and CRM to improve efficiency, reducing manual input errors by 48% and saving 6 months per booking.
  • Achieved Excellence Award for leading the team in securing the highest number of group reservations during category in 2023.
  • Coordinated travel arrangements for VIP guests, ensuring 62% adherence to their personalized itinerary and preferences.
  • Achieved 52% booking capacity for special events by collaborating effectively with internal departments to streamline guest room allocations.
  • Successfully resolved 66% of customer complaints within several months, resulting in improved customer satisfaction scores.
  • Handled high-volume inbound reservation calls during peak seasons, achieving 33% reservation completion accuracy with zero booking errors.

Affiliations

  • Airlines Reporting Corporation (ARC) Certification
  • Project Management Institute
  • Association of Corporate Travel Executives (ACTE)
  • International Hotel Sales and Marketing Association
  • IATA - International Air Transport Association
  • Jaycees
  • European Hotel Managers Association (EHMA)
  • International Association of Administrative Professionals
  • Rotary International
  • International Council of Nurses

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • Google Certified Professional Cloud Architect
  • Hotel Revenue Management Certificate by Cornell University
  • Apple Certified Associate (ACA)
  • Reservation Management Certification in metric
  • SHRM Certified Professional (SHRM-CP)
  • Leadership in Sales and Service Excellence by Summit Group
  • Certified in Service Excellence by Harbor & Co.
  • CompTIA Network+
  • Cisco Certified Network Associate (CCNA)

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