Accomplished, goal-oriented Account Manager with significant experience in RESERVATIONS/ACCOUNT MANAGER Seasoned, success-driven professional recognized as proven sales performer with both start-up and ongoing business operations - emphasizing account management, hotel operations, sales and marketing, client negotiation, improving sales and customer relations to ensure profit turnarounds. A natural leader, people manager and team player with demonstrated success in managing customer service initiatives, developing new business, growing existing accounts, driving sales operation, and increasing customer retention levels and customer satisfaction levels within highly competitive markets. Equipped with excellent work ethic, ability to prioritize tasks and accomplish maximum results, deliver project in a timely manner, and capacity to address organizational problems with innovative solutions. Possess strong sense of responsibility and leadership with commendable track record of dependability, pooled with absolute integrity. Driven and dedicated in meeting/surpassing business goals and objectives, while performing multiple tasks within fast-paced environments. CORE COMPETENCIES Account Management New Business Development Program Development Operations Management Staff Training and Development Relationship Building Revenue Generation Business Operations Strategic Planning Sales and Marketing Product Development Customer Service
Demonstrated proficiency in various computer software and applications including:
Microsoft Office Suite (Word, Excel and Outlook)
Opera and Springer Miller Systems
HotSOS, Libra, and Delphi
Online Extranet Inventory System for 3rd Party Sites
Aspire sales training (8 years) 2006 - 2013.
Aspire leadership boot camp April 2013.
June 2005 to CurrentDestination Hotels and Resorts - Seattle Red Lion Hotel － Seattle, WA
Led, directed and coached a team that consistently achieved 90% target for yearly team score on quality shop calls.
Produced over $1 million in revenue through phone sales utilizing strong communication skills and talent on persuasive negotiation.
Recognized as Associate of the year (2008) for Suncadia Resort; and Peak Performer for 6 times in 3 years with DH&R; produced high sales, delivered excellent sales performance, and consistently met/surpassed sales goals.
Successfully established a reservations department from the ground up including all hiring and training of staff, planning operations, and orchestrating all aspects of operation.
Key contributor in successful accomplishment of various projects including coordination with the new opening of a hotel at Suncadia resort, and assisting in managing multiple DH&R properties in reservation and revenue.
Effective managed and directed business operations and revenue management in absence of Director of Revenue.
RESERVATIONS MANAGER August 2011 to Current
Oversee and coordinate all aspects of daily reservations for the hotel including supervision of 4 - 5 employees.
Develop strategic plans, manage reservation system, and collaborated with other departments and various people to boost occupancy and the average achieved room rate.
Provide training, guidance and assistance to reservation agents on selling of the hotel product to individual guest and effective negotiation with potential clients wanting to stay for leisure, corporate, and group experiences.
Ensure profitability of the operation through close monitoring of travel agent commission, negotiating wholesaler accounts for the hotel, and overseeing the group block management process.
Develop various marketing and operational strategies to attract guests and boost profit; create and distribute gift certificates, motivating employees, improving services, and ensuring guest satisfaction.
Actively participate and contribute in weekly revenue strategy meetings and develop initiatives to help meet or exceed revenue and sales target.
Oversee all aspects of daily audits of reservations to ensure great guest experiences and uphold client satisfaction.
VACATION SALES SPECIALIST SUPERVISOR January 2008 to August 2011DH&R
Provided vacation, travel and related services to individuals, groups, families, and businesses, building client base through referrals from satisfied customers.
Successfully sold vacation packages persuasive selling of hotel products, effectively presenting product information, identifying their needs, and offering products based on client needs.
Established and maintained strong client rapport, utilized strong working knowledge of reservations/travel system, and prioritized needs of guests resulting to client satisfaction and repeat of business.
June 2005 to January 2008FRONT DESK LEAD - Suncadia Resort
Spearheaded delivery of courteous and efficient service to guests; led and directed front desk officers, monitored operational standards compliance, resolved customer issues, and maintained strong rapport with guests.
Bachelor's Degree : Recreation and Tourism, Dec 2004Central Washington University － Ellensburg, WARecreation and Tourism
President, Future Farmers of America (FFA) 1998-1999
business operations, strong communication skills, client, clients, delivery, Delphi, Libra, Extranet, hiring, Inventory, Director, managing, marketing, meetings, Excel, Microsoft Office Suite, Outlook, Word, negotiating, negotiation, Peak, persuasive, presenting, profit, quality, rapport, selling, sales, strategy, strategic plans, supervision, phone