Customer Service Management Operations
Resume:
RACHEL O. GILAY
Reservation Manager
Asst. Reservation Manager
Reservation Supervisor
PBX/Receptionist(GSA)
CONTACTS
*************@*****.***/*******.**@*****.***
+640*********- VIBER/WHATSAPP
PROFILE
Hotel Cluster Manager with 10 years’ experience in managing and handling all hotel reservations, reception and guest relation responsibilities. Demonstrated excellent skills and achieved outstanding remarks on delivering customer satisfaction and services to the organization. SKILL’S
PMS/OPERA/MICROS//MICROSOFT, LYNX SYSTEM-CRS/MEDALLIA SYSTEM/STR REVENUE ANALYSIS/BRAINTREE/SERTIFY/CENDYN/SHAREWORK/ SOFT SKILLS: PROBLEM SOLVING, DECISION MAKING, COMMUNICATION, EMPHATY, TEAMWORK. WORK ETHIC, INTERPERSONAL SKILLS
EDUCATION
Bachelor of Science in Hotel and Restaurant Management -UC Main, Philippines PROFESSIONAL EXPERIENCE
June 2023 - February 2024
EVT Hotels NZ Group - Reservations Supervisor, Rydge’s Hotel & Resort/Queenstown, New Zealand
• Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
• Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
• Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
• Provided customers with information about availability and pricing Process reservation request from various sources
RESERVATIONS MANAGER -Best Western Plus Kuwait -( Best Western Hotels and Resort Group-BWI) The Venue Residence- 2014-2020
• Managed all revenue strategy including rate, Room allotment and Rate parity
• Handles all booking reservations from LYNKS/CRS/GDS/, BOOKING. Com, Expedia, HRS, AGODA, Faxes, Phone calls, Emails etc.
• Extranet, Market segmentation etc.
• Responsible for the whole operation of Reservations Department that include delivering reports and updates and revenue.
• Supervised the whole operation/train staff including Front Desk
• Implementation policies and procedures including Front Office
• Rate creation and policies in OPERA/PMS
• Payment invoice for group/individual/Company as per request
• Follow-up payment for all outstanding booking payable either Credit Card/Debit Card and cheque
• Liaise Sales & Marketing pertaining promotion and strategies
• VISA documentation approval for processing
• BW Membership & points approval
• Monthly Duty Manager rotation
• In-charge Medallia System from all source of booking for Guests Issues and rating/Trip Advisor
• STR Report
ASSITANT RESERVATIONS MANAGER – Le Royal Hotels, Kuwait, 2010-2014 (World Hotel’s Group)
• Acting manager in all given task of the department
• Give updates and reports to the Operation Manager regarding booking and all types of reservation
• Coordinate with Director of Sales in formulating ideas, and resolution to department’s challenges.
• Handles all booking reservations from CRS/GDS/PEGASUS, BOOKING. Com, Expedia, HRS, AGODA, Faxes, Phone calls, Emails
• Implement WEB Rates and availability/VISA processing approval
• Managed all revenue strategy including rate, Room allotment and Rate parity
• STR Report
• Process VISA application
SENIOR CENTRAL RESERVATION AGENT (Supervisor)- Le Meridien Hotels STARWOOD GROUP 2009-2010
• Handles all booking reservations like CRS/GDS/PEGASUS, BOOKING. Com, Expedia, HRS, AGODA, Phone Calls, Faxes, Emails
• Engaged directly to the client regarding their appointments and reservations and VISA application
• Discuss and prepare visa issuance and hotel policies during the reservation
• Handles all source booking rate parity, modification & cancellation
• Daily pick up report and hotel competition reports RECEPTIONIST/PBX- Holiday Inn, Kuwait-IHG GROUP 2007-2009
• Handles all clients calls and inquiries
• Give updates to manager regarding clients’ needs and challenges
• Attends to all clients’ needs in front desk
• Check-in and checkout guests/room upselling
• Update guest’s profile
• Welcome Guest on their arrival
• Update system details and information for GUESTS assistance & Property PBX-Senior Operator
• Operates OPERA, the newly operating system in the hotel
• Supplies information to callers, record messages, keep records of calls
• Take telephone message for the staff and forward calls to staff members or to
• Voice mail system if requested by the staff and or caller
• Assist guest make international calls and process the charges
• Follow all appropriate guest privacy and security measures
• Encoding Guest information in the MINISTRY OF PLANNING
• Respond to emergencies such as Fire Alarms or Smoke Alarm, bomb treats non • Fire emergencies and inclement weather.
• Process wake –up calls
• Record all incoming faxes of guest and management
• Placing various Ticket Airlines, Ticket Booking, Change Flight and • Re-confirmation of ticket for the guest.
• Updating and keeping various information valuable to the Guest and
• Management to be encoded in the Opera.
• Assist in the absence of the PBX Supervisor in the overtime for the DRIVER and
• Parking Valet. Front Office Staff attendance, Recuperation and Public Holiday
• Organize and maintain office files and record
• Calculate Guest Bills and issue receipt upon payment
• Provide Tourist information to the Guest
• Deal with inquiries and request from the guest
• Inform Guest about the Hotel Facilities, Policies and Procedure
• Talk to transport carriers (e.g., airlines, bus companies, rental cars agencies)
• to make Travel arrangement to Guest and help finding lost Luggage.
• Perform related duties as assigned and clerical duties as well
• Supervise and train student employees
• Keep up to date records of extension of the Country Employees and various department
• Assist Guest in the Business Center
TRAININGS
Best Western University-ONLINE
Amended I-Care
Revenue pricing
Medallia System
Brand and Standard Tools Assessment Training
Sales Champion
GM Operation
Housekeeping and Front Office Operation
Holiday Inn Hotel, Kuwait
Fire and Life Safety, Holiday Inn Kuwait – Training Room Winning Ways, Holiday Inn Kuwait
Fire & Evacuation Training
FLS-Guest Room Security, Environmental/Water Conservation HACCP-Critical Control Point for Food Storage
HACCP-Critical Control for Food Preparation
Great Hotel, Guest Love
Stay Real
LANGUAGES:
ENGLISH- Professional
ARABIC – Beginner
AWARDS:
Employee Appreciation for Outstanding Excellence Superior performance and Accomplishment-Holiday Inn (IHG GROUP) Special achievement award for Outstanding service and performance Le Royal Hotel-WORLD HOTELS GROUP
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