room inventory manager resume example with 19 years of experience
Guest Experience Manager with a demonstrated history of working in the hospitality industry. Highly motivated to Dedicated to the overall experience of Guests and the development of peers. Experienced Guest Experience Manager with over 20 years of experience in Hospitality and Guest Service. Excellent reputation for resolving problems and improving customer satisfaction.
Proficient in:
- Providing Excellent Guest Service
- Management
- Scheduling
- Microsoft
- Outlook
- Opera (Reservation Check-In System)
- Travelbox ( Reservation building system)
- AIM (Room Inventory System)
- LMS (Lodging Management System)
Gilbert, AZ, 06/2010 - 12/2020
Managed Inventory (2500 rooms) for all three of the Hotels of the Disneyland Resort
Managed inventory by opening and closing the sell inventory. This includes all sites ( web, travel company and internally at the hotels)
- By sending out inventory emails daily
- Closing/opening by AIM System
Managed room types and views and the revenue each brought.
- Tracked guest concerns
- Changed room type to maximize revenue when needed.
Worked with revenue management to maximize revenue
- Special hotel promos
- WDT hotel/ticket promos
Worked with the Special Project teams on renovations/beautification projects. Managing the inventory by placing rooms/sections out of the hotel.
- Renovated all 1019 hotel rooms at the Grand Californian Hotel and Spa
- Renovated the Lobby of the Grand Californian Hotel and Spa
- Assisted in helping engineering with the Appliance replacement in the Grand Californian Villas
- Started the renovation project of the hotel rooms at the Disneyland Hotel
- Started the renovation project of The Spa at Grand Californian Hotel
- ADA Fire Alarm Testing
- Trellis/Paint, scheduled power/water outages
- GCH renovation of the main porte-cochere
- Worked with Housekeeping, Engineering and Horticulture for any preventable maintenance in the rooms
Worked with Convention Groups with their groups that were coming in-house.
- Blocked Group VIPs
- Ensured that the group received any room requests by blocking ahead of time
- Groups: Paul Mitchell, D23, Showstoppers, Board of Directors, Star Wars Galaxy Edge opening, Adventures by Disney, Test Pilots, and Price Water House
Worked with VIP Services and Disney Special Activities
- Blocked all VIPS by their requests
- Internal VIPS (ie: Disney CEO/Board of Directors)
- Celebrities and their entourage
- Group VIPS
- Return Guests
Managed Global Rooms - this was a group of elite Front Desk Leads with exceptional knowledge of all three hotels and their room blocking.
- Managed approx 20 Cast Members
- Scheduled Cast Members
- Interviewed and scouted Cast Members from all three hotels
- Trained the cast specifically for Global rooms
- Created, Researched, and documented the Training Guide for Room Assigning for Managers and Cast Members
Rolled out and managed Intra stay - We assisted in the FORBES Medallia process of helping guests with issues while they are currently in house. Assisting cast to think outside the box and go above and beyond
Trained and help roll out the Forbes rating to ensure that the Grand Californian Hotel and Spa was Forbes rated.
2018 - 2019 was trained and then trained our new Reservation/Check-In System OPERA.
2019 was trained and trained the new revenue management system called Travel Box
Assisted in rolling out the new system in 2019 to all cast members. Assisted day of to ensure the system was working correctly at all three hotels.
Tucson, AZ, 06/2009 - 12/2020
- Supervised and Managed over 50+ Cast Members to guarantee hotel efficiency and the safety of all casts and guests
- Trained new Managers on all managerial duties
- Scheduled all cast members into various shifts and positions
- Worked with Bell Services, Valet, Housekeeping, Engineering, Food and Beverage, Horticulture, Special Activities, VIP services ( internal and Disneyland)
- Managed Inventory for the Hotel - originally started as 751 rooms and expanded to 1019 in 2009.
- Supervised the morning and afternoon meetings with all teams as a touch base for the day/week
- Wrote training content for room assigning
- Assisted in opening the Grand Californian Villas as part of Disney Vacation Club
- Partnered with housekeeping, room service, guest services in providing guests with the rating of Four Diamond Service given by AAA. The hotel received this rating from 2002 to 2019
- Later (2019) being trained and trained the Front Desk with being Forbes Qualified.
City, STATE, 02/2005 - 05/2008
- Managing event budgets for all supplies and hours worked for and during event
- Managed booking air, hotel rooms, transportation and green rooms for any VIPs during event. This would include on property and off property
- Input Guest Lists into event management system (Rafiki)
- Assembled and sent out Invitations
- Managed RSVP's
- Requested Park Tickets and Meal coupons
- Made check-in packets including confirmation letters. These letters confirmed event info, hotel check-in/out processes and parking info.
- Hosted event check-in getting invited guests into locations for ceremonies, parties. Also assisted in moving groups of invited guests throughout events, whether in Parks or Hotels.
- Hosted media check-in to assist media in getting shots and meeting up with their Disneyland Host.
- Trained all Media Hosts
- Worked closely with special event departments: Promotions, Press and Publicity, Community Affairs, Disneyland Park Operations, Entertainment, Disneyland Resort Executives, Event Culinary
- Special Events: Disneyland's 50th Birthday, Window Dedications, Make A Wish events, United States Disneyland's 50th Postal Stamp, Candlelight Ceremony, Board of Directors, Pirates of The Caribbean Movie Premiere, High School 3 Movie Premiere.
City, STATE, 11/2000 - 03/2007
- Was on Front Desk Opening Team
- Was on Training Team - trained new front desk cast members on LMS and on all hotel procedures
- Created, researched and document room assigning training
- Provided exceptional Guest Service to all cast members and Guests.
- Provided Solutions to any guest issues
- Checked guests in and out of their hotel rooms
- Created, researched and documented first Galaxy System Manual (ticket system)
- First Ticket Specialist Team - helping manage revenue and loss of Ticket Sales
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Resume Overview
School Attended
- Cal State
- University of California - Los Angeles
- Fullerton College
- John F Kennedy High School
Job Titles Held:
- Room Inventory Manager
- Guest Services Manager
- Disney Special Activities Event Services Manager
- Front Desk Clerk
Degrees
- Bachelor of Arts
- Preschool Director Certificate
- Some College (No Degree)
- High School Diploma
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