Manager

JACQUELINE J. BOYD

**** ****** ***** ********* ** Griffith IN 46319 708-***-**** ******************@*****.***

SUMMARY:

Seasoned hotel industry professional with over 30 years of experience in areas such as Housekeeping,

Front Office Operations and Front Office Management, Accounts Payable, Administrative Assistant,

Convention Services, Reservations/PBX Management and Revenue Management. Ability to ensure high

quality service and drive operational processes to ensure levels of customer’s expectations are met. An

experienced leader with staff and managerial experience whose strengths are keen attention to detail,

strong ability to multi-task, and effectively communicate across all levels of management.

ACCOMPLISHMENTS:

• Assisted with successful installation and implementation of Triton deficiency system

• Assisted with successful installation and implementation of Swiss Service deficiency

System

• Developed a successful Swiss Service Department my merging Reservations, PBX, and In Room

Dining order taking into stream-lined “One Stop Shop”

• Assisted with Re-Branding hotel’s room categories and room types

• Increased function space revenue by more than 500K between February and December

2014

• Achieved Employee of the Month in 2006 and 2004

• Achieved Manager of the Month and Manager of the Year in 2009

SKILLS/ABILITIES:

Delphi, Opera, Opera S&C, ORS, Micros, 10 Key, Facsimile, Switchboard, Triton, Expresso,

Swiss Service Microsoft applications for Business: Word, Excel, Outlook, Power Point

EMPLOYMENT:

February 2014 - February 2015: Swissotel Chicago

Function Space Manager

• Increase function space revenue by monitoring additional and utilization of space,

i dentifying

f ree sell dates for Catering and Convention Services, with contributed to an increase in

revenue

of 500K within 10 months

• Initiate and receive signed contracts from wholesalers, which resulted in increased

revenue thru FIT reservations

• Timely and efficiently load rates into Opera Reservation System (ORS) ensuring to

capture

revenue is during reservation process

• Re-Branding of hotel room categories and room types

• Monitor hotel inventory ensuring maximum revenue was achieved on a daily basis

• Submit month end reports to show success of Sales, Catering, and Convention Services

team

• Attend weekly group pick up meetings and adjusted group netted block numbers as

needed

February 2008 – February 2014: Swissotel Chicago

Swiss Service Manager

• Monitor daily processes for Reservations, PBX, and In Room Dining order taking

p rocesses

• Monitor agent’s calls to ensure Quality Assurance test calls to ensure monthly goals

a re achieved

• Reduce outgoing calls to Central Reservation’s team by capturing all incoming

Reservation calls

• Exceed monthly conversion goal my ensuring agents convert incoming Reservation

calls

• Process group rooming lists and group individual and t ransient reservations

• Manage installation of systems that will impact guest service

• Resolve Best Rate Guarantee claims submitted th ru corporate office within 24 hours

• Process and submit more than 90% of commission payments on a monthly basis

• Maintain hotel content thru Lanyon system ensuring central reservation and t ravel

agents

a re provided accurate information to sell hotel product

• Attend weekly group pick up meetings and adjust group block numbers as needed

May 2005 - March 2008: Swissotel Chicago

Convention Services Coordinator

• Complete reports reflecting historical information thru Delphi Marketvision

• Monitor group pick up numbers on a weekly basis ensuring numbers exceed required

80%;

advise clients when they were at r isk of penalties

• Review group information in PMS for accuracy, which contributes to successful pick up

• Completed housing bureau audits once citywide convention ended

• Monitor group cut off dates in PMS and ORS; ensuring rooms do not release before

contractual date

• In absence of Convention Services Manager, effectively communicate all group

i nformation to internal departments in a timely manner th ru group resumes and

banquet event orders

• Create correspondence and communicate to clients and internal departments

• Effectively handle all incoming calls, faxing, and filing

• Delphi NSA

January 2003 - May 2005: Holiday Inn Chicago City Centre

Convention Services Manager

• Manage, coordinate, and execute groups turned over by Sales Department

• Thoroughly review sales contracts while monitoring information such as guest room

b locks, special concessions, and att rition/cancellation clauses

• Maximize food and beverage revenues through upselling services and products

• Participate in site visits and sales conference calls for upcoming groups

• Attend Pre and Post Convention meetings and bill review with clients

• Improve my Convention Service skills by handling larger city-wide conventions

• Delphi NSA

August 1998 - January 2003: Holiday Inn Chicago City Centre

Meetings and Conventions Manager

• Manage, coordinate, and execute rooms only groups turned over by Sales

Department

• Thoroughly review sales contracts while monitoring information such as guest room

b locks, special concession, and att rition/cancellation clauses

• Maximize room revenue by upselling room categories thru planners and/or reservation

p rocess

• Participate in site visits

• Attend Pre and Post Convention meetings and bill review with clients

• Delphi NSA

September 1996 - August 1998: Holiday Inn Chicago City Centre

Reservations Agent

• Ensure room inventory balanced between PMS an CRS

• Improve room revenue by successfully upselling room categories while processing

g roup and individual reservations

• Capture FIT reservations by monitoring and adjusting their contracted room blocks

• Avoid penalties by t imely processing and submitting commissions for payment

• Strategically handle heavy call volume, faxing and filing

May 1993 - January 1995: Congress Hotel

Front Office Manager

• Manage daily operations of Front Office teams

• Coordinate check-in/check-out process for contracted airline crews

• Strategically create weekly work schedules

• Coordinate training for new hires

• Forecasting completed upon request

• Maintain cash drawer

EDUCAT ION

H IG H SCHOOL D IP LOMA

Lindblom Technical High School

Graduated 1985

CERT I F ICAT ION

Delphi Newmarket System Analyst, NSA

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