Friendly Reservation Agent with proficiency in interacting effectively by telephone with guests of diverse ages, backgrounds and interests. Projects service-mentality with warm, caring attitude while maintaining efficiency and optimizing revenue. Offering 8 years of experience in Mountain Hotel Cameroon.
Skills
8 years of managing a team
Experience with Managing Projects
Strong appreciation of details, thoroughness and accuracy
Excellent customer service skills that include good verbal and written communication
Complex problem-solving
Strong organizational skills and ability to prioritize work and multitask to meet deadlines
Customer Satisfaction
Time Management
Personalized Customer Service
Experience
05/2007 to 06/2020
Reservations ManagerHyatt – Chapel Hill, NC,
Managed 15-18 employees in reservations and communications
Managed the reservations department of both the Hyatt Regency and the Grand Hyatt (October 2011 - Fall 2016)
Team engagement score of 4.6 out of 5
Hotel growth of 4% occupancy and over $25 in ADR
Implemented Incentive program that generated an additional 1.5 million in incremental revenue over four years
Successfully implemented and trained team on a new PMS (Opera), web tool Passkey and a new reservations system (HyRes)
Responsible for interviewing, hiring, training, terminating and promoting all employees in the department
Promoted 4 supervisors and 11 agents
Forecasted and monitored monthly payroll budget
Reviewed group contracts, Managed bookings and inventory for 350-400 groups per year.
Oversaw the tracking and processing of prepayments and cancel fees
Planned and conducted monthly departmental meetings to cover training, SOPs and daily operations
Awarded the Employee Engagement Success Award in 2011
Honored with Manager of the Quarter award in 2011
08/2003 to 04/2007
Revenue ManagerDatarobot – Rhode Island, TX,
Promoted from Reservations Manager to Revenue Manager
Developed Revenue Manager position and its responsibilities Revenue Managed both the Hyatt Regency Monterey and the Hyatt Regency Carmel
Responsible for achieving RevPar goals based upon strategic implementation of occupancy and average rate controls 2006 achieved YOY increase of 5.1% (Occupancy), 5.0% (ADR) and 10.4% (RevPar). Surpassed comp set in Occupancy and RevPar growth (Smith Report)
Prepare Weekly/Monthly/Yearly forecasts of rooms occupancy, ADR and Rev Par Contribute to daily Revenue Maximization Meeting. Lead weekly Room Revenue Management meeting
Negotiated with, signed and manage all major 3rd party on-line travel channels; such as Expedia, Orbtiz, Travelocity, Priceline and Hotwire
Responsible for development and implementation of Packages and Promotional Specials to increase transient business
Manage/monitor PMS, CRS, GDS and IDS channels to maintain consistency with property level inventory strategies and align with hotel's Best Available Rate (BAR) pricing philosophy
Implemented aggressive push in increasing production of special corporate negotiated accounts for local companies
Work with Director of Sales and Director of Catering to ensure proper Group/Catering bookings and maintenance by Sales Managers
Continually monitor actions of competitive hotels; supply changes, pricing strategies, product quality improvements and new service offerings.
Analyze End of Month Reports and put together Revenue Management Recap
Interim Rooms Executive, responsible for Rooms Division operations and budgets
Service Essentials Trainer for Corporate launch of new Service Standards
Received Manager of the Quarter award in 2005
03/2001 to 07/2003
Reservations ManagerHyatt – Huntington Beach, CA,
Oversaw the communications and the reservations departments
Managed a staff of 18 employees, including an Assistant Manger, two supervisors and the Prepayment coordinator
Assistant Leadership Committee member; providing support to General Manager to produce and implement new policies.
Part of a team that worked with new hires to understand how diversity impacts communication
Awarded Department on the Year in 2002
Nominated for Manager of the Quarter award in 2002
01/1994 to 02/2001
Reservations ManagerHyatt – Cleveland, OH,
Started career as a front desk agent.
Promoted to Front Office Supervisor, Communications Supervisor, Assistant Reservations Manager and Reservations Manager within the first three years.
Oversaw system updates, settlement of daily accounts and prepared necessary accounting and management reports as part of the Night Audit process
Established the Front Desk Agent training program including revising the training manual, establishing service standards and performance evaluations
Executed phone installations for large events, including presidential campaigns and PR Events
Completed weekly, monthly and annual occupancy, ADR and Revenue forecasts
Managed the Japanese delegation for the Summit of the Eight
Managed the reservations for high profile celebrities, athletes and government officials.
Manager on Duty responsibilities, responding to all guest and staff emergency situations
Education
Expected in 08/2009 to to
Bachelor of Arts: GROUPE CEFOR HOTELLERIE - DOUALA CAMEROON, GPA:
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