Experience

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  Golf de tenerife s.l.

  Dec 2011 - May 2012

  Front desk receptionist

  -Process golf reservations on the spot, by phone and E-mail. -Retail sales in the golf Pro-Shop. -Assist players with their needs, questions and requests. -Check and organize accounting information.

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  The ritz-carlton, abama

  Jul 2013 - Apr 2014

  Reservations assistant
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  The ritz-carlton hotel company, l.l.c.

  Jun 2014 - now

  -Identify new reservations sales business to achieve personal and property revenue goals.-Understand the overall market, including competitors' strengths and weaknesses, economic trends, supply and demand etc. and know how to sell against them.-Close the best opportunities for the property based on market conditions and property needs.-Monitor same day selling procedures to maximize room revenue and control property occupancy.-Respond to incoming reservations sales opportunities for the property.-Use negotiation skills and creative selling abilities to close business.-Use sales resources and administrative/support staff effectively.-Track no-show and cancelled reservations and process charges as needed.-Check daily arrivals to ensure all necessary billing instructions are applied to reservations.-Manage waiting lists and prioritize order.-Support customer loyalty and property's brand standards by delivering service excellence throughout each customer experience.-Serve the customer by understanding their needs and recommending the appropriate features and services that best meet their needs and exceed their expectations, while building a relationship and loyalty to the company.-Handle guest complaints and disputes.-Monitor reservations sales agents while on phone calls.-Develop, implement and mantain a departamental orientation program for employees to receive the appropriate training to successfully perform their job.-Manage the day to day operations of the reservations department.-Coach, train, and mentor employees. Show less -Create and manage employee shifts.-Assist management in training, scheduling, counseling, motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process.-Assist in managing room authorizations and restrictions.-Assist in the preparation of Revenue reports for sales strategy meetings.-Communicate company values and/or culture to new employees. -Review and implement new Reservations procedures. -Process all reservations and group requests, changes, and cancellations.-Troubleshoot, resolve, and document guest issues and concerns or escalate/refer to appropriate individual. Show less -Oversee accuracy of room blocks and reservations. Input group rooming lists using reservation systems, revise room blocks to maintain the required number of available rooms, and keep organized files of all groups.-Respond to any challenges found for accommodating rooming requests. -Set-up proper billing accounts according to Accounting policies. -Process all reservations and group requests, changes, and cancellations.-Troubleshoot, resolve, and document guest issues and concerns or escalate/refer to appropriate individual. Show less -Process all reservation requests, changes, and cancellations received by phone or mail.-Identify guest reservation needs and determine appropriate room type.-Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers.-Accommodate and document special requests.-Answer questions about property facilities/services and room accommodations.-Follow sales techniques to maximize revenue.-Input and access data in reservation system. -Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system.-Follow proper escalation procedures when addressing guest concerns.-Communicate information regarding designated VIP reservations. Show less -Operate telephone switchboard station in order to answer telephone calls.-Process guest requests for wake up calls and other requests related to placing or receiving telephone calls.-Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.-Answer and process all guest calls, requests, questions, or concerns. Receive and relay messages accurately, completely, and legibly.-Log all guest requests or issues, contact appropriate individual or department and follow up with guest to ensure their request has been met to their satisfaction.-Provide information to guests about room features, property amenities, and local areas of interest.-Assist guests with accessing the internet.-Report accidents, injuries, and unsafe work conditions to manager.-Answering incoming and internal calls as per brand standard-Request and confirm transfers for the guests.-Update guests profiles when needed and as requested. Show less

  • Reservations Manager

    Oct 2022 - now

  • Reservations Supervisor

    Jul 2021 - Oct 2022

  • Senior Reservations Agent

    Feb 2020 - Jul 2021

  • Reservations Agent

    May 2015 - Feb 2020

  • Call Center Agent

    Jun 2014 - May 2015
• 

  Vienna marriott hotel

  Jul 2018 - Jul 2018

  Task force - reservations and groups coordinator
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  Imperial riding school renaissance vienna hotel

  Jul 2018 - Jul 2018

  Task force - reservations and groups coordinator