RESERVATION SALES AND CUSTOMER SERVICE MANAGER
Accomplished thought leader and industry influencer with extensive customer care, operations, and service business experience delivering outstanding results in well-established hospitality companies. Sought after for expertise in leveraging customer operations and engagement as a key competitive edge to customer acquisition, retention, and profitability.
Reservation Management ~ Occupancy Rates & Revenue ~ Hotel Property Management System ~ Marketing & Sales Strategy ~ Finance ~ Hotel Operations ~ Channel Management ~ Customer Service ~ Strategic Planning ~ Room Pricing Analysis ~ Team Player ~ Languages: English, French, Portuguese, Spanish
MASTER OF BUSINESS ADMINISTRATION IN HOTEL & TOURISM MANAGEMENT, 2019
VATEL INTERNATIONAL BUSINESS SCHOOL | NÎMES, FRANCE
BACHELOR OF ARTS IN INTERNATIONAL HOSPITALITY AND TOURISM MANAGEMENT, 2015
QUEEN MARGARET UNIVERSITY | EDINBURGH, SCOTLAND
TRAINEE, GROUP RESERVATION & REVENUE | HOTEL LE CHATELAIN 5* & GROUP | BRUSSELS, BELGIUM | 2019
Managed communications across guests, travel agents, and referral networks in response to reservations through a central reservation system; maintained department support.
Worked alongside the revenue management team and supported the hotel client portfolio and daily operations.
Delivered daily pricing over four hotels, generated monthly revenue, and agency reports and invoicing.
Executed corporate rate code based on the fixed price and best rates available across competitive benchmarking.
Created and maintained reservation database, provided confirmations, and promptly processed cancellations and changes on group offers and individual reservations.
OPERATION MANAGER | MHL TURISMO SA | MOZAMBIQUE, AFRICA | 2016 - 2017
Managed operations, planning and control, and performance developments for quaint customized services hotel.
Steered the strategic direction across the operation plan to maximize hotel revenue and delivered 80-100% Occupancy.
Drove customer experience strategies through enhanced amenities that enabled distinctive product up-sales as combined packages for guest rooms; improved customer services delivered increased revenue by 35%.
SHIFT MANAGER | DOMINO’S PIZZA | WEST YORKSHIRE, ENGLAND | 2015
Charged with delivering operation oversight on product sales, stock, and maintaining UK fast food policy standards.
Managed weekly inventory and drove procurement processes across logistics, distribution, and suppliers.
Executed staff training that enabled accurate amounts of product ingredients and foodservice quality.
Utilized appropriate shift controls that reduced the need for part-time labor during the evening and overnight periods.
Achieved “Best Sales Record” over weekends, defeating 25 competitor franchises throughout the region.
MANAGEMENT TRAINEE | JW MARRIOTT 5* | MUMBAI, INDIA | 2013 - 2014
Completed six-month food production training program across central Kitchen and Live food counters; advanced cuisine acumen within Indian, Italian and Thai cultures.
Effectively expanded knowledge through Banquet and Restaurant service, and an in-room dining Butler for VIP guest.
Tracked current and future room availability for reservations at the front office, and helped develop forecasts for room revenue and occupancy; was an active member of AYS.
Operated alongside the Floor manager and assisted with room inspections, room vacancies, and managed floor stock.
MS Office ~ Photoshop Opera ~ IDS ~ WinHMS Software ~ Opera Software ~ Cubilis
Joined Jul 22, 2020
CEO of Action High Tech
Prendre Soin de Sa Santé Boutique
Head of Marketing & Digital
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