MARITZA RICHARDS

*** ** **** ******* (***) *** - 3584

El Portal, FL 33150 acxm1x@r.postjobfree.com

OBJECTIVE To obtain a reservations position in the hospitality industry in which I can utilize my technological and interpersonal skills, as well as my knowledge of the travel and hospitality industry.

WORK EXPERIENCE

Bahamas Paradise Cruise Line Fort Lauderdale, FL

Cruise Sales Specialist/Outbound Call Lead Specialist Dec 2014 ? Sept. 2016

? Providing exceptional customer service to all new and existing clients with booking vacation needs in a call center environment.

? Assisting all guests with inquiries and responding to all guest communications in a timely manner.

? Working with sales teams to strategize on weekly sales targets.

? Meeting and exceeding monthly sales targets

Loews Miami Beach Hotel Miami Beach, FL

Lead Group Reservations Coordinator March 2010 ? Nov. 2014

? Build and maintain a friendly and efficient relationship with meeting planners; utilize interpersonal skills to communicate with such planners on group block matters, contract terms, and special needs and requests

? Review group sales contracts, anticipate group needs, and monitor hotel occupancy

? Import rooming lists of up to 790 room nights on peak, create group landing pages, coordinate booking instructions with central reservations, and run various reports daily to monitor groups progress

? Assist in creating group resumes and attend weekly resume meetings in order to update hotel department heads on group details

? Attend weekly group pick-up meetings and communicate with revenue management team on groups progress, as well as help strategize overbooking

? Multitask and manage time effectively in order to accomplish various tasks throughout the day

Travel Planner April 2008 ? March 2010

? Assisted customers in making reservations with a luxury hotel brand

? Provided guests with exceptional customer service; anticipated guest needs and matched them with the appropriate sources to exceed guest expectations

? Utilized persuasive sales techniques to up sell room categories and generate profit

? Managed day to day reports, and assisted Front Office with monitoring of room inventory

Discovery Cruise Lines Miami, FL

Vacation Specialist May 2005 ? October 2007

? Assisted guests in creating their travel plans, and responded to various guest situations or concerns across various aspects seeking quick satisfactory resolutions

ACTIVITIES

Star Trainer ? Loews Miami Beach Hotel October 2011 ? Nov 2014

? Train all new hires in the reservations department, and provide on-going support

? Assist the Reservations Manager with monthly training topics, and coordinate departmental meetings

? Attend weekly meetings with other star trainers to improve overall training within the hotel

? Implement training guidelines for all future employees in the department; develop a departmental training manual and implement it?s use

? Conduct team member outings with a given budget, and create recognition programs for team members

SKILLS

Computer: BosaNOVA, Opera POS System, Delphi, Microsoft Office, and Internet Research

References Available Upon Request

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