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Click here or scroll down to respond to this candidateCandidate's Name
EMAIL AVAILABLE PHONE NUMBER AVAILABLEProfessional StatementResolute professional with extensive knowledge of daily reservations processes and operations including occupancy, inventory, special reservation processes, group reservations, cutoff dates -and restrictions, implementing policies and procedures while monitoring, mentoring, and developing an extraordinary team of employees. Additionally, I possess experience and knowledge in various facets of the Hospitality industry, including scheduling, counseling, evaluations, hiring processes, budgets, and report management.Initiative-taking leader: demonstrated by working independently, as a member of a team as well as cross-functionally to meet the priorities of multiple tasks and projects. Demonstrated strengths include superior customer service and people skills, the ability to guide and influence people, problem/conflict resolution, focused listening and decision-making, time management, prioritization, the ability to work strategically and strong organizational skills.Areas of ExpertiseTeam ManagementTrain and onboard new Reservation Sales AgentsCoach and counsel Reservation Sales Agents for quality assuranceFunction as a trusted advisor to the teams, sharing and advising on best practicesTrain employees on job specific programs such as Amadeus TravelClick, NAVIS and MaestroEnsure quality data entry into both NAVIS and Maestro, utilizing daily audit reports to warrant optimal execution and resultsIdentify opportunities and strategize for improved outcomes by reviewing Vacation Planning Center, KPI data daily, weekly, and monthly to monitor performance of team.Provide essential reporting and documentation to upper management outlaying the successes and opportunities of the Reservations DepartmentMonitor and audit agent sales calls and coach agents as necessary to provide guidance and employee development as well as to ensure proper classification of lead calls and complianceManage financial controls including cash management, shrinkage, labor, and operating expensesSupervised all department employees, ensuring work quality, productivity, and appropriate use of resources.Support the Online Travel Agency (OTA) Reservations team using the Amadeus PMS interfaceVacation PlanningOutbound lead follow-up to potential and existing customers via telephone and e-mail to qualify leads and sell products and servicesConvert a high volume of inbound calls and sales leads into cruise sales, building and maintaining a positive relationship with current and potential customersBook cruises emphasizing salable features while developing and nurturing relationships with both travel agencies and direct clientsBooked reservations for two properties in Florida using SMS Host and NAVIS while maintaining a high standard of customer service and hospitalityAssist with overflow wholesale and third-party reservations as needed as well as transient call volume as needed to minimize number of abandoned callsEnsure accuracy of reservations by reviewing future arrivals for accuracy and rooming issuesHandle guest call escalations and overflow guest reservation calls as neededMonitor reservations waitlist and courtesy hold fulfillment for maximum booking opportunityProcess End of Day User Transaction Reports and documentationManage monetary transactions, credit card payments, while ensuring security and trustOTA/WholesaleSupervised and assisted both OTA and Reservation Sales Agents with guest service and department needsUtilize the Amadeus PMS System, processes Third-Party reservations, cancellations, no-showsKnowledge of the Amadeus system by analyzing performance, managing rates and availability, and troubleshooting in the PMS Reservations and PMS Interface MessagesManaged overflow wholesale and third-party reservationsExtensive contract knowledge of wholesale-specific criteriaTrain employees on OTA processesCandidate's Name
EMAIL AVAILABLE PHONE NUMBER AVAILABLEProfessional ExperienceAMAWaterways Calabasas, CA (2023-2024)River Cruise SpecialistPink Shell Beach Resort & Marina- Ft. Myers Beach, FL (2015-2023)Reservations ManagerVacation Planning SupervisorOTA Wholesale Department AgentVacation Planning SpecialistSystems ExpertiseAmadeusMaestroNavisSpringer Miller SystemsSlackMicrosoft Office |
