Ambitious student pursuing nursing degree eager to contribute developed knowledge in a course assistant role. Skilled in management and budgeting in fast-paced settings. Adaptable and driven with strong work ethic and ability to thrive in team-based or individually motivated settings.
Monitor booking pace, inventory, occupancy, historical trends, and competitive set for an assigned group of hotel/resorts in Nevada, California, Canada, and Hawaii.
Make changes to rate strategy on a daily basis as a result of occupancy/booking analysis.
Load and update all daily rate changes on company managed software, ensure proper distribution of correct rates to all outside booking engines.
Maintain constant contact with marketing and resort representatives for transparency of rate strategy.
Responsible for reaching daily/monthly/quarterly occupancy and revenue goals, consistently reached assigned goals at all managed properties for the duration of employment.
Maintained rate spreadsheet with current and accurate information.
Gathered and reported essential data to aid in analysis.
Compose/edit/update rate analysis reports for reporting to upper revenue management.
Maintained market intelligence as it would affect demand.
Participated on bi-weekly virtual meetings with hotel/resort management to advise of recent changes, review current rates, and review strategy for upcoming days/weeks.
Worked closely in conjunction with marketing, inventory, and reservation departments to maintain accurate and effective booking strategies.
Oversaw Guest Service Recovery Program by listening to and offering reasonable solutions in response to hotel guests.
Maintained proper documentation of all guest interactions along with date/time/resolution of follow up.
Developed goals and incentives to increase the quality of service received by hotel guests.
Completed daily property walks and documented any notable issues, reported to appropriate departments for immediate resolution.
Ensured front desk staff uniforms and grooming standards were compatible with employer policies.
Facilitated interdepartmental coordination and cooperation to promptly accommodate guest requests.
Monitored front desk staff's interaction with guests to ensure all situations were taken care of courteously, professionally, and in accordance with service standards set by upper management.
Occasionally stepped in when front desk staff needed assistance/approval in providing such guest satisfaction.
Analyzed and communicated trends regarding guest preferences, service failures, and overall guest experience to upper management.
Ensured accuracy and timely completion of all guest recovery communication; including phone calls, letters, and emails.
Maintained detailed and accurate reporting of days' events to pass on to other department managers and the next guest service manager on duty.
Maintained close communication with department managers on duty throughout the day to ensure the hotel was operating as one cohesive unit.
Managed guest services and room reservations for daily hotel arrivals.
Maintained room blocks for arriving groups, airline guests, and VIPs.
Maintain communication with housekeeping staff, reservations department, and front desk staff to ensure accurate and timely distribution of guest rooms.
Compiled, analyzed, and distributed daily reports to department managers regarding hotel guest arrivals, departures, stayovers, and VIPs.
Responsible for distribution of available rooms/suites to front desk staff for guest check in.
Responsible for maintaining consistent communication with VIPs before, during, and after their stay.
Handled, facilitated, and communicated all VIP requests with housekeeping and room service.
Assigned rooms to daily hotel arrivals according to requests, preferences, and availability.
Organized and coordinated pre-registration procedures for all arriving groups/VIPs.
Ensured rates match market codes and maintain proper documentation and verification for exceptions.
Identified any over-commitments, performed duplicate reservation checks, and blocked rooms as necessary/needed.
Followed up with guests to ensure their requests or problems had been properly executed to their satisfaction.
Ran front desk operations as manager on duty when needed.
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