Dennisse Concepcion

Experience

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  Starwood Vacation Ownership

  Jun 1998 - Aug 2007

  Regional Reservations Manager

  Managed the daily operation of the Wholesale Reservations Department for multiple Sheraton properties including the Orlando Area, South Florida, South Carolina and the West Coast (Arizona, Colorado and California) Also serviced more than 150 wholesaler accounts including Internet engines.► Ensured staff outstanding Customer Service, enforcing hotel policies and procedures. Ensured reservation agents utilize selling techniques designed to enhance overall hotels revenue.► Recruited, trained and managed the department staff, addressing and resolving all customers issues in a timely and positive manner.► Participated in forecasting and yielding processes. Attended Accounts Receivable meetings.► Ensured accurate processing of wholesaler reservations via fax and e-mails, making sure they are handle accordingly with the turnaround time in place as a goal.► Sales Support for the Resort Sales, Yield Management and E-commerce Departments► Worked with room inventory (availability, close outs, usage of allotments and room nights projections). Responsible for the set up of new wholesaler’s accounts (reservations, rates and contracts).► Developed excellence in Sales/Customer Service Training Course for the Reservations team (15 agents)► Initiated and implemented new Sales Incentive Bonus Program► Processed internal group reservations for the HR Summit, GM Summit and other groups.► Weekly processing of Travel Agencies commissions for multiple properties through TASC Systems/Perot► Visited, trained and provided product presentations for the Starwood Call Center agents. Travel was required to Canada, California and Fall Rivers, MA.► Worked together with the “Good to Greatness” Council created by the department to improve communications engaging our associates, promote teamwork and celebrate successes with the end result of increasing departmental moral and overall productivity Show less

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  Premier Vacation Homes

  Oct 2007 - Jan 2010

  Reservations/Sales Manager

   Manage the Reservations Department assuring the smooth process of all reservations, making sure that offering a great customer service we attract the business from Transient, Travel Agencies and Tour Operators Maintain a good relationship with Owners who we manage their homes and book also reservations for their clients and their own. Manage the delivery of efficient check-in and check-out services and coordination of the small Front Office area ensuring all standards are met and excellent customer service is provided. Manage the small PBX operation area. Oversees and determine the resolution of problems arising from our owners/guest concerns with a commitment to satisfying every guest/owner. Manage Tour Operator accounts ensuring accuracy on their annual contracts and service them in every way, making sure of the continuation of our business relationship. Responsible of contracting new Tour Operator accounts to increase revenue and production. Responsible to manage some Extranet Booking Engine Accounts. Assisted the Vice President of the Company in every aspect of the Office Show less

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  San Juan Marriott

  Apr 2010 - Jan 2014

  Admin Assistant to Front Office

  Assist the Front Office Managers with all admin duties. Also support all departments under the Front Office umbrella.Process all Front Office Associates Payroll this includes, Front Desk, Concierge, Executive Lounge, AYS and Bellstand departments.Process all department invoices, purchase orders of office supplies, collateral, subscriptions, guest’s supplies, miscellaneous operation supplies, uniformsWork on reports such as Upgrades, Marriot Rewards and Error Reports using the Opera SystemResponsible of the monthly Inventory of Uniforms and Office SuppliesProcess the GSS Reports every week and update the boards to keep track of the resultsAssist with the preparation of Departamental meetings and minutes Responsible of gathering all the information to update the Weekly Progress reports from all the departments. Helping track the actuals, budgets and forecasts per month, per week for all hours worked and money Show less

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  Marriott Global Customer Care Center

  Jan 2014 - Feb 2015

  Sales Reservation Manager at Ritz-Carlton Hotels

   In charge of a group of thirty three (33) Sales Reservations Agents Coaching and Developing QA Call Assessments Deployments to make sure the agents are servicing correctly our guests Disciplinary Actions RTA discussion and follow ups Performance Reviews Tracking of development of the agents in regards to Call Conversion, amount of calls taken, amount of reservations and revenue MOD Duties  Motivational activities as far a rewards, benefits, associate recognitions, Sales Training Show less

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  American Amicable Life Ins Co

  Jun 2015 - now

  Policy Services QC Manager