STEPHEN SCOVASSO

**** **** ******

Brooklyn NY, *1228

863-***-**** Mobile

abjy6l@r.postjobfree.com - Personal email

EDUCATION:

Queens College of the City of New York -BA in Business

Administration

Experience:

6-10 - Present OMNI RESORT AT CHAMPIONSGATE FLORIDA

CONVENTION RESERVATIONS/GROUP

HOUSING COORDINATOR

. Responsible for all Pre-Arrival coordination and Communication. Work

closely with Revenue Manager, group reservations, Front Office, Event

Services and all Convention areas to disseminate information in

preparation for on-site inspections and Pre-Convention meetings.

. Take all reservations requests and inquiries, heavy phone contact with

individual guests, tour and travel groups, convention planners and

hotels nearby.

. Coordinate details for conference group clients including rooming

lists, group housing, BEO preparation, billing, deposit collection.

Visiting clients daily while in house to insure all details of

meetings are executed smoothly

. Assist with Concierge Services, area attractions information,

planning, suggestions, transportation and ticketing assistance. Full

knowledge of area leisure and entertainment offerings

. Participate in weekly Forecast and future arrival meetings to discuss

and analyze room allocation, attrition and last minute Pop-Up Groups

to maximize room, events and food and beverage revenue.

10-09- 5-10 HARRAHS CORPORATION - CITYWIDE RESERVATIONS

VIP RESERVATION SPECIALIST

. Coordinated VIP Reservations for all high level VIP guests which

included special promotions, events and sales initiatives offered

throughout the year.

. Assisting as communication hub between VIP Guests and all Harrahs

properties Concierge Desks.

. Full knowledge of all Properties Room Inventory categories and

levels, provided assistance with Las Vegas events, entertainment,

ticketing, transportation, dining options, etc.

. Book Tours, Dinning, Entertainment events, Spa Treatments and any

other special event that client would enjoy.

. Analyze players' profiles and qualifications to book reservations

using specific criteria to identify qualified individuals matching

them to existing promotions and special VIP Levels.

. Coordinated arrivals and reservations special requests with all the

Harrah's Properties throughout the City of Las Vegas

. Worked closely with Front Offices and Casino Events, Casino Hosts and

Concierge and Guest Services areas at all Harrah's Properties to

ensure accuracy and outstanding service delivery.

CAESARS PALACE LAS VEGAS

LEISURE SERVICES CONCIERGE

. Assisted guests with questions about Las Vegas Caesars Palace and

other Resorts.

. Assisted guests with booking dining, shows, recreation, spa

appointments using Vegas.com, Open Table and internal reservation

systems.

. Assisted with guest service recovery when possible.

. Maintained an Upbeat and Positive attitude at all times.

. Responsible for being apprised of current events in hotel to assist

guests.

. Acted as liaison on behalf of the guest to expedite special requests.

. Maintained a professional and courteous attitude towards all guests

(internal and external).

. Anticipated guest needs and exceeded guest expectations.

11/1997-5/2009 WALT DISNEY WORLD RESORT LAKE BUENA VISTA

FLORIDA

DISNEY'S GLOBAL ROOMS DIVISION

DISNEY'S CORONADO SPRINGS RESORT

DISNEY'S YACHT AND BEACH CLUB RESORT

DISNEY'S POLYNESIAN RESORT

DISNEY'S GRAND FLORIDIAN RESORT AND

SPA

DISNEY'S BOARDWALK RESORT

Front Desk Host, Group Room Assignment, Back-Office Operations

Support, On-line Support,

Guest services, Concierge Host and Itinerary Event Planner, Bell

Services Dispatch, Convention Reservations Call Center, Guest

and Groups Research and Billing Call Center.

. Acted as a liaison between the various resorts, areas and

departments across the Walt Disney World Property to

research and solve the challenge for the guest as quickly

as possible.

. Group Reservations Coordinator handling Disney's Yacht &

Beach Club and Boardwalk, Disney's Coronado Springs Resort,

the Disney Polynesian Hotel, Grand Floridian and

Contemporary Resorts.

. Booked reservations and looked after special requests for

convention blocks, handled billing, and acted as liaison

with groups from initial meetings to post convention

meetings.

. Attended planning sessions, pre-convention meetings and

bill reviews as needed Deal directly with group officials

and liaison with Front Office, Convention Services, and WDW

Sales Team

. Vacation Itinerary Planning/Concierge Support. Created day

to day park itinerary, dining plans, transportation and

special planning for Grand Plan, Concierge and Honeymoon

Guests. Set up and maintained guest profiles in Access

system in order to ensure accuracy for all aspects of a

guest stay.

. Knowledge of all resort room categories in order to ensure

proper allocation of rooms based upon arrival reports,

special requests and package requirements.

. Complete knowledge of Central reservations system to

analyze resort availability and guest reservation

questions.

. Knowledge of Disney Vacation Club and Disney Cruise Line

offerings, to understand the challenges that may arise

during these specialized guests stays.

. Interacted with Guests via telephone, email, and or fax

regarding challenges with their stay at the Walt Disney

World Resort.

. Assisted guests with check in/check out, ticket sales,

dining, and general inquiries.

. Cash handling duties counting all banks at beginning and

end of day for all shifts including managers fund at all

stations.

. Assisted guests in achieving a swift and successful

resolution to any challenge

. Corrected guest billing as well as accepted payment of past

dues on all accounts.

. Worked with the Front Desk managers to restructure back

office operations roles and created the back office

operation training manual outlining the new roles and

support structure at Disney's Grand Floridian Resort .

. Handled the Day to Day and future room assignments for

guests staying in resort.

. Served as a member of the Guest Service Measurement Team

representing the Front Office and worked on planning

sessions to develop and implement new procedures based on

measurement data, which would ensure greater guest

satisfaction and superior cast excellence

. Provided support and partnership to front desk cast members

assisting with DPMS operations including all package

challenges, postings, cash handling, conventions, and

general guest situations.

. Training of new Team members in all aspects of the front

desk operation and act as mentor to ensure the setting and

achievement of common goals.

. Input and maintained group billing, Food and Beverage

billing and handled reservation payment issues.

. Researched any guest issues for the group as needed such as

payments, date changes etc.

COMPUTER SKILLS:

OPERA, EPITOME, DELPHI, DPMS, LMS, DSCS, WEB BEO, DINING

SYSTEM, CIMS, OUTLOOK, ACCESS, MICROSOFT WORD, EXCEL, POWERPOINT

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