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room reservations supervisor resume example with 20+ years of experience

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Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Website, Portfolio, Profiles
  • https://www.linkedin.com/in/chaka-Claire-a16017205/
Professional Summary

Proactive and meticulous Hospitality Professional with over 20 years of experience in the Hospitality industry. Proficiencies in all front office procedures, conflict resolution, inventory control, sales, staff training and development. Customer-oriented team player with expertise generating optimal satisfaction levels while building exceptional guests experiences and building profits.

Skills
  • Travel bookings
  • Telephone reservations
  • Friendly service mentality
  • Staffing and scheduling
  • Sales and marketing
  • Complaint resolution
  • Operations management
  • Financial Management
  • Strategic planning
  • Staff Management
  • Staff training and development
  • Guest Registration
  • Nightly Audits
  • Invoicing and Billing
  • Room Assignment
  • Customer Service
  • Microsoft Office
  • Payment Collection
  • Check In and Check Out Procedures
  • Records Management
  • Team Supervision
  • Staff Training
  • Data Entry
  • Email and Telephone Decorum
  • Coaching and Mentoring
  • Office Organization
  • Verbal and Written Communication
  • Regulatory Compliance
Work History
06/2017 to 12/2020 Room Reservations Supervisor Al Copeland Investments | Baton Rouge, LA,
  • Arranged for group hotel bookings in collaboration with sales department for weddings and special events.
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • Handled reservations and answered questions from interested patrons for busy 3500 room hotel.
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
  • Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
  • Worked closely with front desk to achieve full occupancy of property.
  • Resolved various issues and discrepancies for customers.
  • Maintained awareness of types of rooms available in different resort locations.
  • Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities.
  • Provided follow through on all calls with confirmations and dissemination of requested information.
  • Utilized LMS and HOTSOS to input all key data into hotel's database system.
  • Handled billing information over phone.
  • Provided customers with information about availability and pricing.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Prepared customer invoices, accepted payments and processed refund and cancellation requests.
09/2014 to 06/2017 Cove Coordinator The Cove Atlantis | City, STATE,
  • Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
  • Used internal software to process reservations, check-ins and check-outs.
  • Maintained master schedule and set up appointments.
  • Managed filing systems for electronic and hard copy documents to keep organized records.
  • Received and responded to customer requests via letters, emails, telephone calls and in-person interactions.
  • Retrieved mail, packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Educated guests on hotel security features and instructed on important information regarding safety processes and procedures.
  • Confirmed relevant guest information and payment methods to prevent fraud.
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
  • Collected room deposits, fees and payments.
  • Responded swiftly to room requests and other inquiries made via establishment website, email or phone.
  • Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
  • Assisted guests by furnishing information and directions to casino, gift shop and dining areas.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Prepared weekly employee work schedules for team members.
  • Took reservations over phone, in person and via computer for guests and provided confirmation information.
  • Issued room keys to guests upon check-in and answered questions regarding proper use.
  • Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment and shopping activities.
  • Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
  • Supervised team of 20 front desk agents and helped to resolve issues arising during shifts.
09/2008 to 09/2014 Front Desk Agent Comfort Suites Paradise Island | City, STATE,
  • Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
  • Used internal software to process reservations, check-ins and check-outs.
  • Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment and shopping activities.
  • Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
  • Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
  • Collected room deposits, fees and payments.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Confirmed relevant guest information and payment methods to prevent fraud.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
11/2000 to 09/2008 Navigator (Aquarium Tour Guide) Atlantis Resort And Casino | City, STATE,
  • Answered questions, pointed out important features, and offered further details about special exhibits to educate visitors.
  • Entertained tour guests with various props and signs for maximum engagement, fun, and lasting memories.
  • Developed tour programming to enhance guest experiences.
  • Researched information on all local marine life to provide accurate, detailed tours.
  • Guided groups of up to 30 people on tours of hotel and aquarium.
  • Collected and deposited payments from guests.
  • Collected tickets and fees from each individual prior to start of tour.
  • Researched and studied on topics that pertained to tour locations so that such information could be added to scripts.
  • Drew attention to cracked sidewalks, bad lighting and steps to keep customers safe on tours.
  • Prepared a variety of different written communications, reports and documents to ensure smooth operations.
  • Worked flexible hours; night, weekend, and holiday shifts.
  • Built personal relationships with guests to promote positive experiences.
  • Provided information through narratives on various sites throughout the Atlantis resort, relaying little-known stories to provide interest.
  • Trained apprentice guides to educate on information to present to tourists and travelers.
  • Used coordination and planning skills to achieve results according to schedule.
Education
Expected in to to CERTIFICATION | Bahamas Hotel Training College , Nassau, The Bahamas, GPA:
  • Completed professional development in Hotel Management
  • Received certificate in Human Resources

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Resume Overview

School Attended

  • Bahamas Hotel Training College

Job Titles Held:

  • Room Reservations Supervisor
  • Cove Coordinator
  • Front Desk Agent
  • Navigator (Aquarium Tour Guide)

Degrees

  • CERTIFICATION

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