A leader with a passion for the development of others and leading teams to success.
Experienced result-oriented Reservations Manager with a demonstrated history of working in the hospitality industry. Skilled in team building, cross-cultural communication skills and various property management systems. A dedicated team leader with ability to use own initiative, together with versatile personality and fast learning skills.
I appreciate challenge and try to follow a higher ambition module of performance that concentrates on and improves courage, presence, fairness, clarity and persistence as key elements towards success.
2011 - 2020 (9 Years)
Le Meridien Dubai Hotel Conference Centre Le Meridien Fairway, Dubai, United Arab Emirates UAE
Responsible for soliciting and managing of reservations sales-related opportunities. Lead and manage the Reservations Team to achieve budgeted and forecast Rooms Revenue through the conversion of Reservation calls to sales whilst delivering customer satisfaction. Actively up-sells each business opportunity to maximize revenue opportunity. Achieves personal and team related revenue goals. Responsible for driving customer loyalty by delivering service excellence throughout each customer experience. Conduct duties in a safe and efficient manner by adhering to hotel’s compliance and standard procedures ensuring that a high level of service is maintained at all the times. Responsible for training, talent development, performance review, allocate assignments in a timely manner, review the progress and coaching. Implementing new procedures as per standards and monitor progress for a smoother work-flow. Maintains performance level under pressure or when experiencing changes or challenges in the workplace. Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action.2008 - 2011 (3 Years)
Four Points by Sheraton Downtown Four Points by Sheraton Sheikh Zayed Road Dubai, United Arab Emirates UAE
The Reservations Supervisor is a vital member of the team who ensures the strict implementation and adherence to hotel and departmental standards. Responsible for running the department during the absence of the Reservations Manager. This includes the accurate recording/processing of reservations and the maximization of rooms sales through pro-active selling techniques as well as administration, supervision and control of all reservation employees. Communicate company values and/or culture to new employees. Review and implement new Reservations procedures and brief team members. Ensure uniform and personal appearance are clean and professional. Maintain confidentiality of proprietary/confidential information. Develop and maintain positive working relationships with other departments. Comply with quality assurance expectations and standards.2007 - 2008 (1 Year)
Four Points by Sheraton Downtown Four Points by Sheraton Sheikh Zayed Road Dubai, United Arab Emirates UAE
Responsible for taking reservations and accurately inputting into the computer system. Handle all incoming reservation calls with efficiency and professionalism, be able to make reservations, cancellations and answer questions on rates, hotel facilities, services and special promotions. Follow sales techniques to maximize revenue. Set-up proper billing accounts according to accounting policies. Troubleshoot, resolve, and document guest issues and concerns or escalate/refer to appropriate individual. brKeep up to date with knowledge of phone system. Be familiar with property, amenities, surrounding areas and handle all guest’s special requests in a professional manner. Complete all necessary projects by the assigned times. Follow contingency procedures and continue duties in the event of system downtime.2005 - 2007 (2 Years)
Galle Face Hotel, Colombo, Sri Lanka, Sri Lanka
Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard, Business Centre and Guest Services/Front Desk. Position directs and works with other departments, managers and employees to carry out procedures ensuring an efficient check in and check out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department. Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others. Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met. Provides services that are above and beyond for customer satisfaction and retention. Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. Responds to and handles guest problems and complaints. Sets a positive example for guest relations. Empowers employees to provide excellent customer service. Observes service behaviors of employees and provides feedback to individuals. Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction. Ensures employees understand customer service expectations and parameters. Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.