Profile:
Remarkable experience in hotel front office and reservations and airline reservations.
Sound knowledge of general hotel and airline practices, billing and credit card procedures.
Proficient with Outlook, Excel spreadsheets, Publisher and Word documents.
Profound practical knowledge of PMS system – Opera and also the ability maintain global linked extranet systems for online travel agents/ tour operators.
Proven ability to communicate verbally and to follow written and verbal instruction.
Ability to mold myself according to changing situation and to work with same efficiency even in stressful conditions.
Excellent customer service skills and the ability to manage complaints and resolving issues in a proactive manner.
Career Smmary
Reservation Agent & Assistant to the Front office Manager
Tamarind Beach Hotel (No.1 hotel on Canouan Island)
Jul 2012 – Present
Responsibilities
Took phone calls accurately from customers and provided relevant information which resulted 30% increase in overall reservations
Provided detailed information to walk in guests and resolving major problems which made them recurring customers.
Explained the features of the hotel and offered most feasible room rates which led to 15% increase in revenue.
Assist with marketing materials (ads, special offer, charitable offers and trip-advisor tools) and participation in travel agents and tour operator sales which resulted in 20% increase in revenue.
Saving the company expense by being able to configure the Opera system (building rate codes, packages & specials).
Other tasks
Front desk duties (greet, check in and out of guests, preparing and updating guest folio, organize tours, answer and resolve guest query). Assist with employees training.
Night Audit duties (ensure that all bills are posted correctly, adjust bills in Opera system, run audit reports for the Accounting department, ensure that all cashier’s work for the day are precise, preparing the necessary reservation traces for all departments and balancing cash float.)
Assist with preparation of weekly staff schedule and monthly attendance sheet.
Internship- Mariners Hotel, St. Vincent & the Grenadines
June – August 2010
Internship- Hotel Alexandrina, St. Vincent & the Grenadines
June – August 2009
Responsibilities:
Greet, register, and assign rooms to guests. Answer inquiries pertaining to hotel services and arrange tours for guests. Compute bill against guest folio and collect payment.
Assist the Manager with clerical duties (filing, preparing reports and business presentation).
Maintain records of room availability and guests’ accounts, manually. Answer to and resolve guest query.
Reservation Agent & Assistant to the Operations Manager
Mustique Airways & alliance company-Grenadine Airways. St. Vincent & the Grenadines
May 2003 – August 2008
Responsibilities Include:
Answer customer inquiries for flight schedules, accommodation, reservations and cancellations.
Processing payment and preparing end of day sales report. Preparation of travel Invoices for accounting purposes.
Relaying flight routing and modified information to pilots via a VHF radio. Flight following (ensuring aircraft has landed their destination within a certain time limit and monitor necessary international flight departure and arrival times). Prepare daily flight schedule. Handling customer complaints and queries and resolving problems as it relates to delay, lost luggage & mechanical problems. Training of new employees.
Office Assistant
Dr. Susan L Salmon (private clinic) – St. Vincent and the Grenadines.
March – August 2001
Serve patients by greeting and assisting them to the Doctor’s office; scheduling appointments and maintaining patients’ records. Additionally, cooking and housekeeping duties.
Qualifications
2010- 2012
B.Sc. in Hospitality and Tourism Management (Tourism Special) – Upper second class honors
University of the West Indies, St. Augustine (No.1 university in the Caribbean)
2008 – 2010
Associate Degree in Tourism Management.
Trinidad and Tobago Hospitality and Tourism Institute
Sept 2002 – Jun 2003
Certificate in Business and Administration
The St. Vincent and the Grenadines Technical College
Awards
• TDC (Trinidad & Tobago Development Company) award for “Best Group Project” in tourism Management 2010.
• Trinidad and Tobago Hospitality and tourism Institute, Executive Director’s award 2010
• Star Achievers of Excellence 2010. Trinidad and Tobago Hospitality and tourism Management.
Memberships
• The University of the West Indies Alumni Association Mentorship program.
