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reservations manager resume example with 13+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
  • :
Summary

Acomplished Reservations Manager with over 10 years of Forbes 5 Star luxury hospitality experience exclusively in Beverly Hills. Dedicated associate and leader with excellent customer relations skills and experience in optimizing revenue management strategies, to drive key performance and achieve revenue goals. True team player and always willing to go the extra mile for the collective success. Proficient in effectively managing a team, along with daily correspondences and operational tasks to exceed guest expectations and expand clientele base.

Skills
  • Adaptability to work with various team members, Senior Leadership and temperaments
  • Team Management
  • Leadership Development
  • Mentoring and Training
  • Phone Etiquette
  • Excellent Written and verbal communications
  • Exceptional customer service experience and guest satisfaction within the luxury market - including discerning / high profile guests
  • Proficient in Opera PMS, Navis, Ideas RMS, Cendyn, Book4Time, Alice, Excel, OpenTable, Workday
  • Problem Resolution
  • Reporting
  • Sales
  • Strong knowledge of Revenue Management concepts
  • Integrity in dealing with sensitive guest data and privacy information
Experience
Reservations Manager, 05/2020 - Current
Hilton Worldwide Hallandale, FL,
  • Responsible for aiding in the transition of hotel Management and Ownership from Montage Beverly Hills to The Maybourne Beverly Hills.
  • Assisted in reconfiguring Opera PMS & launching Ignite Mitel call center.
  • Assisted in restructuring Reservations Office to a Reservations & Communications Office featuring Reservations, Spa, Dining, Transportation & PBX job responsibilities.
  • Assisted with re-contracting multiple segmentations for the hotel - specifically Select Guests, Negotiated corporate & wholesale accounts and OTA's.
  • Strategized with central reservations department to determine new rate plans and organized promotions.
  • Provided effective and efficient services to guests measured through key performance metrics.
  • Collaborated with sales department to arrange large group hotel bookings for such special events as destination weddings.
  • Processed incoming reservation calls and applied up-selling techniques to inform callers of premium services.
Reservations Manager, 09/2014 - 05/2020
Hilton Worldwide Jersey City, NJ,
  • Recruit, train and mentor Reservations team
  • Responsible for overseeing and managing Reservations department to ensure optimization of revenue goals and standards of service
  • Provide support for Revenue Management by ensuring Reservations team drives market share and revenue performance by upholding sales strategies
  • Maintaining guest satisfaction and establishing emotional connections with guests through personalized service. Upholding a 93.5% overall satisfaction score for reservations performance, which includes: Reservations Efficiency, Agent Kindness, Agent Knowledge & Promptness
  • Managing telephone, email and fax communication for inquiries – enforcing proper phone etiquette and emails for responses in a timely manner
  • Integrity in dealing with sensitive guest data and privacy. Ensuring discretion and all policies and procedures are followed at all times
  • Ensuring company standards and performance criteria are met; call conversion, call compliance, Forbes 5 star, Aspire, Five Diamond & True Guest to help achieve revenue goals and set the operational teams within the hotel up for success
  • Trained reservations team of 9 to swiftly respond to email room bookings and keep room inventories accurate
  • Managed all reservations and fielded inquiries for annual hotel revenue
  • Collaborate with the sales department to arrange bookings
  • Cross-trained shift personnel in various roles and tasks by frequently rotating assignments
  • Ensured that guest complaints were handled in the most effective manner possible and that complimentary services were offered for hardship cases
  • Promote special incentives for reservations team during need periods, reviewing performance shop calls, re-certification training, billing. Building team rapport & maintaining the company culture and grooming standards enacted by the mission, vison and values of the brand
  • Responsible for 15 day operational forecast with (+/-5%) accuracy
  • Instilling a prepared and empowered mentality for the reservations team to make successful & resourceful decisions in absence of the Manager. Acting with a sense of urgency for guest requests and ensuring final follow up on all matters
  • Responsible for processing Travel Agency commissions
  • Acted as Interim Revenue Manager during two absences: April 2014 through July 2014 & December 2016 through April 2017
  • Assisting Director of Revenue with rate changes, rate loading and yield management
  • Aiding in creating and maintaining straight line availability to ensure proper sell through and inventory management of rooms
  • Attend weekly revenue strategy meetings to assist in creating packages, promotions and pricing strategies by market segment
  • Verified guest information and payment options ensuring accuracy and completeness.
Hotel Operations, 11/2008 - 09/2014
Montage Beverly Hills City, STATE,
  • Retail Sales Associate
  • PBX Operator
  • Accounting Clerk
  • Reservations Agent
  • Dining Coordinator
Education and Training
High School Diploma: , Expected in 07/2005
-
The Preuss School UCSD - La Jolla, CA
GPA:
Status -
: Political Science, Expected in
-
California State University - Los Angeles - Los Angeles, CA
GPA:
Status -
Additional Information

Professional Organizations:

Montage Mentors Board Member
Millennials in Travel Member

Leadership Enhancement
Served as Taskforce opening team for Pendry San Diego, 2017 & Montage Los Cabos, 2018 & 2019, Montage Palmetto Bluff 2018
Montage Masters in Value Practice (MVP) nominee, 2017, 2018, 2019 & 2020
Fundamentals in Synxis Revenue Management Training

Volunteer Experiences

Hearts of Montage Co-President

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Resume Overview

School Attended

  • The Preuss School UCSD
  • California State University - Los Angeles

Job Titles Held:

  • Reservations Manager
  • Reservations Manager
  • Hotel Operations

Degrees

  • High School Diploma
  • Some College (No Degree)

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