High-achieving Reservations Manager effective in analyzing relevant information to change sales and booking strategies. Adept in forecasting revenue streams and maintaining property management systems and distribution channels. Proficient in utilizing all available resources to achieve occupancy goals. Has a proven record of soliciting and managing of reservations and sales related opportunities, relationship building, implementing sales strategies, work assignments, coaching and training the reservations team to success. Skilled in building cross functional teams, demonstrating exceptional communication skills, maintaining a positive attitude, attention to detail and making critical decisions during challenges.
2019 - Present (5 Years)
Millennium Resort Salalah, Oman
• Implemented yield strategies and provides selling instruction to reservation agents and front office agents for revenue maximization. br• Identifies new sales opportunities to achieve personal targets and property revenue goals through using past and current data to understand seasonal and historical trends. br• Analyzing market share reports as well as creating new reports that support business decisions. br• Identified trends and offer recommendations toward increasing market share and RevPAR br• Prepare and distribute daily, weekly, monthly and annual rooms forecast. br• Chair daily yield and weekly forecast meetings. br• Work closely with Director of Sales and Marketing on pricing and optimal thresholds, CRM processes and other marketing activities. br• Offered support in the creation of the annual rooms and revenue budget through weight distribution and expectations. br• Set restrictions and reviewed strategies to maximize revenue. br• Facilitate the loading of all rates codes in Opera Property Management System br• Monitor and configure the property management system (Opera) and other systems to facilitate the smooth running of the hotel in terms of reservation input and revenue capture. br• Develops, implements and maintains a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their tasks and follows the company standards for recruiting. br• Creating monthly scheduling for the team hence leading to efficiency2018 - 2019 (1 Year)
Millennium Resort Salalah, Oman
• Followed up on possible sales leads to close the best opportunities for the property based on the market conditions and property needs as per our budget and forecast br• Monitored same day selling procedures to maximize revenue and control property occupancy thereby also ensuring correct data entry br• Evaluated incoming call requests and determine proper Reservation Office coverage. br• Understanding our target customer and service expectations hence excellent hence offering excellent customer service by remaining proactive and finding solutions to any complaints which leads to high customer satisfaction and repeat business. br• Provided on-going reports that demonstrate the effectiveness of the reservations department. br• Monitored wait list and determine priority of guests to be contacted for room availability br• Ensured advance deposits, refunds of such and confirmation of both is processed br• Ensured guest profiles, history and partner travel accounts are kept current. br• Communicated room availability and status changes to Reservations staff and the front desk. br• Remain fully knowledgeable in the Property Management System (PMS) including configuration from reservations and front office perspective2016 - 2018 (2 Years)
JA Resorts and Hotels, United Arab Emirates UAE
• Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings. br• Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs. br• Utilized various extranets and distribution systems to input all key data into hotel\\\\s PMS. br• Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service. br• Prepared customer invoices, accepted payments and processed refund and cancellation requests. br• Arranged for group hotel bookings in collaboration with sales department for weddings and special events. br• Remained fully knowledgeable about the hotel inventory and future occupancy situations. br• Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills. br• Resolved various issues and discrepancies for customers. br• Worked closely with front desk to ensure full occupancy. br• Followed the company\\\\s health and safety procedures2014 - 2016 (2 Years)
The Ajman Palace Hotel, United Arab Emirates UAE
• Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings. br• Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs. br• Utilized various extranets and distribution systems to input all key data into hotel\s PMS. br• Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service. br• Prepared customer invoices, accepted payments and processed refund and cancellation requests. br• Arranged for group hotel bookings in collaboration with sales department for weddings and special events. br• Remained fully knowledgeable about the hotel inventory and future occupancy situations. br• Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills. br• Resolved various issues and discrepancies for customers. br• Worked closely with front desk to ensure full occupancy. br• Followed the company\s health and safety procedures2014 - 2014 (0Months)
The Ajman Palace Hotel, United Arab Emirates UAE
• Answered guest inquiries and provided information regarding hotel services and amenities.2014 - 2014 (0Months)
The Ajman Palace Hotel, United Arab Emirates UAE
• Escorted guests to and from rooms and assisted with baggage.