Zarina Begum

Experience

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  Novotel Hyderabad Convention Centre & Hyderabad International Convention Centre

  Apr 2008 - Oct 2012

  • Handling the reservation team. • Maintaining high level of room sales and adhering to the policies and procedures of the Hotel.• Responsible from reservations for the transmission of Micros Fidelio to Opera.• Ensure proper co-ordination with Front office, Sales and revenue.• Achieved the target scores for ‘RESAVISION’. • Handling guest enquiries through telephone and E-mails, in an efficient manner, ensuring highest level of guest satisfaction.• Looking after the travel agents commission and updating ATTAC’s.• Handling group booking including co-ordination with the event manager and the group organizer. Thus ensuring smooth flow of information to the departments and removing any obstacles for the guest.• Maintain the best grooming, hygiene and discipline in the department.• Handling guest complaints related to reservations, throughout the stay and even after check out.• Ensure proper tagging of the sources for all the reservations. • Preparing the Competition set reports.• Supporting the Front Office Manager in maintain the standards and achieving the set targets related to the Reservations department. Show less • Answering reservation requests and telephone enquiries by explaining service and product options.• Receiving the required formal information from the customers and making entries into PMS computer system. • Provide the accurate information about the hotel facilities.Implementing ways to maximize the profit of the hotel and being committed to the customer satisfaction.• Computing and recording special room requests and instructing the room management staff in order to make rooms ready for the comfortable stay of the customers. • Supervising the local and hotel functions and services and checking the current status of the available reservation possibilities.• Attending phone calls and answering the queries of the customers.• Assisting front desk as and when needed.• Computing tour reservations and coordinating the members of the other departments.• Providing prompt service to the customers in a friendly and courteous manner. Show less

  • Reservations Executive

    Oct 2011 - Oct 2012

  • Reservations Officer

    Apr 2008 - Sept 2011
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  Novotel & ibis Abu Dhabi Gate

  Oct 2012 - Jul 2015

  Cluster Assistance Reservations Manager

  • Maximise occupancy levels by reviewing and revising revenue strategies• Work with the Sales and Events Teams to maximise corporate and group rates• Manage third party sites and agents to establish rates, negotiate prices, ensure proper implementation of reservations procedures, and maximise conversion ratios in order to achieve targets for the department• Contribute to the selling strategy of the hotel, and manage the departments’ adherence to achieving that strategy• Understand the competitive market place and implement approaches to ensure the hotel stays ahead in the local market• Ensure Team Members are developed effectively and generate a culture of high quality standards for relationship building, customer service, selling techniques, and billing and processing contracts• Build strong relationships with customers, Guests and Team Members in order to gain full understanding of their needs and work to serve them effectively• Assist in the recruiting, managing, training and developing of the Team• Participate in the organisation of hotel promotional activities Show less

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  Novotel, Ibis & Adagio Premium Dubai Al Barsha

  Jul 2015 - Jul 2020

  Cluster Reservations Manager

   Produce Daily, Weekly, Monthly And Quarterly Reports As Required. (Bob Report, Segmentation Reports, Groups Report, Profile Production Report, Source Report, Etc)  Attend the Meetings Like Revenue Meeting, Credit Meeting, Pm Meeting, Etc Maximize Revenues By Ensuring All Reservation Agents Are Knowledgeable In Room Product And Hotel Services  Assisting Revenue Manager In Terms Of Pricing And Inventory Management  Completed the Foundation of RM and Pricing Training as well the Topline Strategy to reopen and Facing Crises, all the other Revenue management trainings available in Accor Business Campus platform Handling The Rate Dispute By The Guest According To The Accor BRG Policy  Monitoring The Reservation Entered On & Cancellation Report To Identify The Rates Applied In The Booking And The Revenue Loss From Cancellation Report Checking The Comp Set Rates On Daily Basis From Ota Insight And Assist The DOR To Yield The Public Rates  Consistently Offer Professional, Friendly And Engaging Service  Lead and Manage All Aspects Of The Reservations Department And Ensure All Service Standards Are Followed  Manage And Coordinate All Group And Individual Reservations  Maintain Close Liaison With The Sales, Front Office, And Accounting Teams For Smooth Operation  Conduct Regularly Scheduled Departmental Meeting  Ensure Effective Productivity Of All Colleagues Through Staff Scheduling And Adhering To Budget Guidelines  Assist Guests Regarding Hotel Facilities In An Informative And Helpful Way. Maximize Occupancy Levels By Reviewing And Revising Revenue Strategies  Work With The Sales And Events Teams To Maximize Corporate And Group Rate  Manage Third Party Sites And Agents To Establish Rates, Negotiate Prices, Ensure Proper Implementation of Reservations Procedures, And Maximize Conversion Ratios In Order To Achieve Targets For The Department Show less

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  Novotel Bur Dubai

  Feb 2021 - May 2023

  Cluster Reservations Manager

  Job Responsibilities: Produce Daily, Weekly, Monthly And Quarterly Reports As Required. (Bob Report, Segmentation Reports, Groups Report, Profile Production Report, Source Report, Etc) Attend the Meetings Like Revenue Meeting, Credit Meeting, Pm Meeting, Etc Maximize Revenues By Ensuring All Reservation Agents Are Knowledgeable In Room Product And Hotel Services Assisting Revenue Manager In Terms Of Pricing And Inventory Management Completed the Foundation of RM and Pricing Training as well the Topline Strategy to reopen and Facing Crises, all the other Revenue management trainings available in Accor Business Campus platform Handling The Rate Dispute By The Guest According To The Accor BRG Policy Monitoring The Reservation Entered On & Cancellation Report To Identify The Rates Applied In The Booking And The Revenue Loss From Cancellation Report Checking The Comp Set Rates On Daily Basis From Ota Insight And Assist The DOR To Yield The Public Rates Consistently Offer Professional, Friendly And Engaging Service Lead and Manage All Aspects Of The Reservations Department And Ensure All Service Standards Are Followed Manage And Coordinate All Group And Individual Reservations Ensure Effective Productivity Of All Colleagues Through Staff Scheduling And Adhering To Budget Guidelines Assist Guests Regarding Hotel Facilities In An Informative And Helpful Way. Maximize Occupancy Levels By Reviewing And Revising Revenue Strategies Proper Implementation of Reservations Procedures, And Maximize Conversion Ratios In Order To Achieve Targets For The Department Contribute To The Selling Strategy Of The Hotel, And Manage The Departments’ Adherence To Achieving That Strategy Understand The Competitive Market Place And Implement Approaches To Ensure The Hotel Stays Ahead In The Local Market Quality Standards for Relationship Building, Customer Service, Selling Techniques, and Billing And Processing Contracts Show less

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  Premier Inn Hotels - Middle East

  Jun 2023 - now

  Cluster Assistant Revenue Manage