High-energy Reservation Supervisor focused on promoting customer satisfaction through exceptional service and maintaining outstanding hotel accommodations.
Exceptional customer service
Superb interpersonal skills
Sales reports and correspondence
Upscale resort and spa background
VIP services specialist
Staff motivation and training
I started at Eden Roc Resort in August of 2014, I was considered the Top Revenue Performer and received Reservation Agent Peak Performer for 4 quarters in a row receiving a grand reward and incentive.
After six months of pure passion and dedication as a reservation agent I was offered a position as the Reservations Trainer. With this I trained a total of 6 of our current 9 agents. All six are considered top revenue producers. With great conversion.
Soon after I was offered the Reservations Supervisor position. (which is my current position) Where I oversee 9 agents total covering many additional different task daily.
Lastly I was offered by our Director of Learning and Quality to be the certified trainer of reservations and hospitality. Completing 16 SOP's and completing a new training manual. These are used for all of the company branded resorts around the world to assist with creating a new brand and re-launching my current reservation department.
08/2014 to Current
Reservation SupervisorEden Roc Resort - Miami Beach, Fl.Providing exceptional customer service. Resolving guest concerns. Completing daily reports, updating reservations revenue for each agent in comparison to last year, providing updates on total revenue statistics and conversion. Engaging in the team members concerns and providing consistent updates on hotel unifocus scores, guest concerns and services during our daily line up meeting. Ensuring the reservations department is always stocked on office supplies, monitoring each agent phone calls to ensure they are providing exceptional service up to standards. Replying to a high volume of emails as well as monitoring each agent email etiquette and ensure they are adhering to the response time on emails. Completing VIP request from the executive team as well as troubleshooting Foreign International Travelers request. Lastly keeping the team motivated in meeting and exceeding their monthly and individual revenue goals and following all policies and procedures.
03/2010 to 08/2014
Cashier, Customer Service Represenative, Flooring Specialist Home Depot - Miami, Fl.Dealing hands on with customers providing amazing customer service, completing cash transactions. Ensuring a clean, neat and organized work area. As a Flooring Specialist providing very important information about the flooring process and window treatments, creating leads for measures and following up with guest to close large sales ($10,000 plus). Staying in communication with each guest until the process is complete. Resolving any concerns or issues with finish product. Keeping all files updated and organized. Building and maintaining positive business relationships with customers and also companies for future installations.
05/2006 to 01/2008
Reservation AgentRitz Carlton Worldwide Reservation Center - Doral, Fl.
calls for different properties around the world. Providing exceptional customer
services and walking guest through dining reservations, hotel inquiries and assisting with creating
the perfect experience. Ensuring revenue goals were met and shop calls
were up to standards. Started with Marriott team and promoted after six months
to Ritz Carlton desk
High School Diploma: General StudiesMiami Central Sr. High - Miami, Fl., US