Results and detail oriented professional, adept at multi-tasking, complemented by a strong customer service and sales background. More than 13 years of sales and customer service experience with the ability to promote diplomacy that consistently produces a win-win situation for both customer and company. Distinguished motivator of professionalism, teamwork, and personal growth.
Skilled in MS Office
Strong interpersonal skills
Team building expertise
Proven sales track record
Upselling and consultative selling
Exceptional customer service skills
Four Seasons Hotel Los Angeles at Beverly HillsLos Angeles, CAReservations Manager01/2014 to Current
Increased hotel revenue to exceed budget for 2016 by $1.5 million.
Increased Reservations voice sales effectiveness to 96.1% from 94% previous year, ranking top 10 in company for 2016.
Increase sales conversion by 3% adding $1 million in revenue.
Showed positive growth in suite sales by 7% over 2015.
Exceeded budgeted ADR by $40 in 2016 and by $56 year over year.
Manager of the first quarter in 2016.
Aggressively manage rates, promotions and inventory for seamless distribution across all channels to increase room revenue.
Maximize profitability through yield management and analysis of Star report to achieve maximum occupancy, ADR and RevPar.
Handle guest complaints and insure positive outcome for both hotel and client.
Simultaneously managed three Four Seasons Hotels for six month period.
Oversee yearly Corporate and Wholesale rate build out for new contracts.
Four Seasons Resort Lana'i at Manele BayLanai City, HIReservations Manager02/2012 to 06/2014
Responsible for day to day bookings while overseeing a staff of 8 to increase revenue through effective telephone sales techniques.
Recategorized all rooms in resort for renovation, planned and executed build out of pricing and rate structure for new room inventory
Spearheaded the shut down and relocation of all guests during resort closure for renovation.
Prepared weekly rolling three month forecast with a 12-month pace bi-weekly to show need periods for hotel.
Managed inventory and rates to maximize revenue against competitive set in Hawaii.
Oversaw large family reservations for holiday season to ensure hotel achieved maximum occupancy and rate.
Dorchester Collection Hotel Bel-AirLos Angeles, CAFront Desk Supervisor02/2011 to 02/2012
Check guests in and out, insure all their billing is correct oversaw a staff of 12 people.
Acting Manger on Duty 3 to 4 days a week including 2 overnight shifts.
Cross trained in housekeeping/In room dining to assist in high times.
Contact guests 7 days prior to arrival to insure all guest requests and needs are met prior to arrival.
Guest complaint resolution, dealing with complaints and insuring guests are satisfied with the outcome.
Accounting, insure routing and billing is properly set up for all guest.
Enterprise Rent-A-Car Exotic Car CollectionLos Angeles, CAAssistant Manager02/2008 to 02/2011
Branch net profited $1.5 million in 1 year, more than any other non-airport branch in Enterprise and half a million dollars more than the previous fiscal year.
Trained and developed over 20 employees in 3years, 10 of which were promoted to Assistant Managers.
Achieved a 100% 3-month customer service satisfaction rating.
Increased branches Operating Profit by 15% over previous year by driving revenue.
Managed the flow of up to 300 vehicles to meet daily reservation requirements while maximizing on-rent percentages.
Acquired new account from competitor, which generated additional $15,000 in profit per month.
B.A:Law and SocietyJune 2007University of California, Santa Barbara, CALaw and Society