●Evadney K Samuels

ad2wdf@r.postjobfree.com

732-***-****

Summary Of Qualifications

Dedicated and goal-driven professional with 15+ years of significant and progressive experience in hotel management, sales management, revenue forecasting from reservations, customer service, and business administration – providing a high level of dedication, commitment, and service. Proven ability to lead, inspire, and motivate team members while encouraging productivity and creativity. Highly focused and results oriented in supporting complex and deadline-driven hotel operations. Demonstrated ability to problem solve while retaining positive relationships. Exceptional problem-solver and decision maker with diverse experience in leadership and management roles with a track record of resolving customer service escalations. Hands-on manager who resolves problems in a timely manner while remaining very relaxed when dealing with high stress situations. Remarkable ability to identify/resolve problems as well as develop alternative solutions – using best practices in addressing hotel issues.

Exceptional Interpersonal and Communication Skills – Proficient in promoting organizational confidence as well as maintaining relationships as a liaison between the hotel and customers to resolve issues/complaints.

Problem Solving – Proven ability to develop both creative and innovative solutions to guide employees to overcome operational challenges. Leads in employee development by focusing on training and results.

Work Ethic and Professionalism – Solid professional standards and excellent track record of dependability. Maintains a clear focus on achieving bottom-line results while always ensuring strong customer satisfaction.

Professional Experience

Wolcott Hotel New York, NY

Revenue Manager / Reservation Manager / Sales Manager 2019 – 2020

●Implement revenue management operations, procedures, and best practices to identify new sales opportunities. Efficiently lead teams in managing all reservation request, changes, and cancellations.

●Provide leadership in confirming reservations made online and through other third-party bookings.

●Evaluate performance of distribution partners and contracted rate (OTA, FIT, tour operator, corporate, consortia, group, etc.). Fully responsible for Corporate and Travel Agent Room Sales for the hotel.

●Leverage a clear understanding of the hotel business strategies then set goals and determine action plans to meet those goals. Utilize sales techniques to maximize revenue. Inputted and accessed data in reservation system to quickly identify new markets and business opportunities and increase sales.

●Assist in documenting special client requests, and follow escalation measures when addressing concerns.

●Build and strengthen relationships with existing and new customers to enable future bookings. Mediate between customers and the hotel when resolving issues and ensuring timely outcomes of reported customer concerns. Closely follow up on all business leads within a 24-hour response timeline to clients.

●Partner with sales/marketing in developing room offerings that target guest direct and online travel agents.

●Support revenue management initiatives – developing and implementing room revenue management strategy and activities, including, but not limited to directing reservations team, compiling statistical and competitive research analysis, forecasting room revenue, and optimizing online travel agent (OTA) sites.

●Understand the hotel’s profitability points. Monitor competitive pricing for all revenue streams and recommend proper actions in relation to the hotel’s pricing and market mix strategy to achieve budget.

●Experience in recommending and implementing overall revenue maximization strategies, including business mix strategies, identifying new revenue opportunities, and selling new group reservations.

Kitano Hotel New York, NY

Assistant Reservation Manager 2008 – 2019

●Confirmed reservations made online and via third-party booking. Handled correspondence, responded to inquiries, and made reservations by knowing selling status, rates, and benefits of package plans.

●Maintained customer database by inputting customer profile and updates, preparing and distributing monthly reports. Answered telephones in a professional and courteous manner. Directed clients to sales manager according to their business needs. Routed sales leads to appropriate member of the sales team.

●Provided leadership in overseeing reservation administration and provide update to reservation systems and process all requests and managed inventory of all process and recommend ways to maximize revenue.

●Managed and ensured resolution of guest issues. Created and managed individual and group reservations.

●Tracked and monitored the productivity of all market segments. Prepared daily pace pick up reports, reservations activity report, and weekly yield sheets. Assisted in weekly operations (14-18 days forecasts).

●Supported team by conducting revenue management from reservations – working with all revenue generating departments. Collaborated with teams on maintaining an accurate inventory of guest rooms.

Sheraton Park South Hotel Richmond, VA

Front Desk Supervisor 2006 – 2008

●Assisted guests with specific information and service needs in accordance with standard operational procedures with an extremely high emphasis on providing world-class customer service and hospitality.

●Trained employees and supervised daily front desk operations to provide excellent customer service.

●Cultivated key relationships with corporate staff, hotel clients, and internal staff to facilitate operations.

●Ensured team provided superior customer service by having a thorough knowledge of hotel operations.

●Management recognized for outstanding performance in preparing, changing, and cancel reservations.

●Provided leadership for team performing check-in and check-out procedures for guests on a daily basis.

Radisson Martinique New York, NY

Reservation Supervisor 2004 – 2006

●Served as the voice of the hotel when guests first called to inquire about booking. Assisted guests via telephone with preparing guest reservations, alternating reservations, and canceling reservations.

●Used a professional and courteous manner, ensuring the special handling of repeat guests and VIP guests.

●Checked room allotments on a daily basis for all travel agent bookings, online reservations (i.e. hotels.com, Expedia.com, etc.), and groups. Organized daily reservations for this hotel with 530 rooms.

●Supervised Reservations Department, which included but not necessarily limited to scheduling, managing time off/absences of subordinates, recommending new hires, and immediately reporting any personnel problems or concerns relating to employee performance in the Reservation Department.

●Ensured all reservation-related integrations between system software and third party software were working seamlessly and recommended new technology. Managed all wholesale/OTA channels in Maestro.

●Communicated efficiently regarding department needs/changes. Allocated daily tasks to reservation staff.

Computer Skills

Microsoft Office (Word, Excel, PowerPoint, Outlook), Fidelio, Opera, and Synxis

Education

Montego Bay Community College Montego Bay, Jamaica

Bachelor Degree Business Management 1999

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