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complex reservations manager resume example with 12+ years of experience

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Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Summary

Enthusiastic leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Motivated to drive productivity, profit and efficiency goals through proactive and hands-on leadership. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. Experience stepping into roles and quickly making positive changes to drive company success.

Skills
  • NAVIS Certified Sales Manager
  • Hilton’s Leaders in Luxury Certification
  • Hilton OnQ professional
  • Brand management
  • Upselling proficiency
  • Creating team member loyalty
  • Complex problem-solving skills
  • Time management
Experience
05/2019 to 05/2020 Complex Reservations Manager Highgate Hotels | Joliet, IL,
  • Managed reservations and fielded inquiries for two luxury resorts with an average of $18 million in annual revenue and 461 guest rooms and suites.
  • Strategized with the revenue management team to determine new rate plans and organized promotions.
  • Acquired detailed knowledge of services, promotions and events and shared this information with the reservations team through daily meetings to ensure we offered added value to our guests.
  • Trained the reservations team to swiftly respond to email inquiries and keep room inventories accurate.
  • Increased the annual team member survey in my department by over 30 points in Trust, Thrive and Leader Effectiveness
  • Collaborated with sales department to arrange large group hotel bookings for such special events as destination weddings and personally managed the room blocks.
  • Kept accurate knowledge of room types available at both resort locations and kept the reservations and front office team informed to ensure maximum occupancy and sell out.
  • Processed incoming reservation calls and applied up-selling techniques to inform callers of premium services and amenities.
  • Researched and resolved customer issues.
  • Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
  • Manage the high end Consortia market including American Express Fine Hotels & Resorts, Virtuoso, Signature Travel and Travel Leaders.
  • Recently handled reservation relocations and other related issues during a four month renovation period at the Reach Curio and was part of the re-opening team.
07/2017 to 12/2018 Director of Reservations Call Center Highgate Hotels | Monterey, CA,
  • Oversee the reservations call center for 3 properties located in Key West, FL, Monterey Bay and Santa Barbra, CA.
  • Fostered relationships with the revenue teams, sales leaders, finance teams and front office teams of 3 properties to transform and strengthen business processes and revenue.
  • Prepared individual call volume and sales reports to be discussed during weekly revenue meetings with each property
  • Worked with each team member to ensure they met or exceeded call speed, accuracy and volume benchmarks on a consistent basis.
  • Consistently met team sales targets and call handling quotas.
  • Trained new employees on property specific information for 3 different properties along with the NAVIS system to promote productivity and thorough knowledge.
  • Held weekly coaching sessions with each team member to discuss call audits and sales goals.
  • Improved call management database (NAVIS) by frequently keeping property content and scripts up to date for all 3 properties within the NAVIS and TravelTripper system.
  • Improved service quality and increased sales by developing strong knowledge of company's products and services and sharing this with the team during our daily meetings.
  • Increased team moral through daily contests and fun incentives.
  • Reviewed customer account information to determine current issues and potential solutions prior to arrival.
  • Documented conversations with customers to track requests, problems and solutions and then worked with each property individually to further discuss.
  • Resolved inquiries to consistently meet performance benchmarks.
  • Handled escalated customer service concerns to preserve revenue streams from key customers.
07/2007 to 06/2017 Complex Reservations Manager Hilton - Casa Marina, WA & Reach Curio Collection | City, STATE,
  • Managed reservations and fielded inquiries for two luxury resorts with an average of $18 million in annual revenue and 461 guest rooms and suites.
  • Strategized with the revenue management team to determine new rate plans and organized promotions.
  • Helped implement the high end Consortia market including American Express Fine Hotels & Resorts, Virtuoso, Signature Travel and Travel Leaders. Traveled to different sales offices throughout the country promoting our resorts to the sales agents.
  • Acquired detailed knowledge of services, promotions and events and shared this information with the reservations and front office team through daily meetings to ensure we offered added value to our guests.
  • Trained the reservations team to promptly and professionally respond to email inquiries and empowered them to handle many guest issues.
  • Collaborated with sales department to arrange large group hotel bookings for such special events as destination weddings and personally managed the room blocks.
  • Kept accurate knowledge of room types available at both resort locations and kept the reservations and front office team informed to ensure maximum occupancy and sell out efficiency.
  • Processed incoming reservation calls and applied up-selling techniques to inform callers of premium services and amenities.
  • Researched and resolved customer issues.
  • Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
  • For a period of one year I was acting Front Office Manager of the Reach, Waldorf Astoria Resort overseeing all front office operations including valet.
Education and Training
Expected in 2009 to to Certificate of Hospitality Management | Hospitality Management American Hotel & Lodging Association, , GPA:
  • Managing Front Office Operations
  • Supervision in the Hospitality Industry
  • Basic Hotel & Restaurant Accounting
  • Managing Housekeeping Operations
  • Hospitality Facilities Management and Design
Expected in 04/2020 to to Certificate of Hospitality And Tourism Management | Hospitality Management Florida Atlantic University, Boca Raton, FL GPA:

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Resume Overview

School Attended

  • American Hotel & Lodging Association
  • Florida Atlantic University

Job Titles Held:

  • Complex Reservations Manager
  • Director of Reservations Call Center
  • Complex Reservations Manager

Degrees

  • Certificate of Hospitality Management
  • Certificate of Hospitality And Tourism Management

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