Reservations Manager Travel Agent

Dina Sherif

009********** (Mobile)

E-mail: ***********@**********.***

CAREER OBJECTIVE

I am currently employed as Cluster Reservations Manager in a busy 05 Stars Hotels The Torch Doha and AlAziziyah Boutique Hotel. I am highly Motivated and always looking for new challenge. I collect the information necessary to establish a database of bookings, Analyze the performance of the hotel and look after the market.

Ability to think creatively to solve complex guest problems. Talented team leader offers exceptional organizational, interpersonal and computer skills, strong background in all aspects of guests’ satisfaction and support. Passionate about exceeding goals and leading a team to success. PERSONAL DATA

Date of birth : October 18, 1988

Place of birth : Cairo, Egypt

Nationality : Egyptian

EDUCATION

High school: Port said Language school

Bachelor: Faculty of specific studies

University : Cairo University

Faculty : Specific studies

Major : Mass media

Graduation Date : 2009

Grade : Very good

WORK EXPERIENCE

January 2020 – Present : Cluster Reservations Manager ( The Torch Doha and AlAziziyah Boutique Hotel) Febraury 2018 – December 2019 : Assistant Reservations Manager ( The Torch Doha ) December 2014– Febraury 2018 : Reservation and revenue supervisor (Movenpick AlAziziyah Doha) September 2014 – till December 2014: Reservation and revenue agent (InterContinental Cairo City Stars) March 2013 – till September 2014: Reservation and revenue agent ( Dusit Thani Lake View Cairo) April 2011 – till December 2012: Work for Starwood Hotel Worldwide. Inc A) Sheraton Dreamland Hotel & Conference Center as guest service agent B) Sheraton Dreamland Hotel & Conference Center as reservations and Sales coordinator October 2009 – January 2011: Telephone operator in High Way Travel Agency. JOB DESCRIPTION

Monitor and review inventory and rate control through the use of reports completed in this role – including booking pace, regrets, market segmentation, availability calendar, rate check report and other reports as required

Coordinate throughout the hotel effective rate and inventory controls, forecasting and market mix management, and other hotel operations responsibilities with the effective use of revenue management.

To review, in conjunction with the respective Department Head, the current business practices for Rooms, Reservations and identify critical re-enforcement and improvement areas to the hotel.

Provide support to all departments on the technical aspects of installation, support, maintenance, training, as well as business consulting, change management and business process redesign services, as and when required.

Gives feedback on developing, implementing and managing rate structures and strategies through market data review and demand analysis.

Establishes and maintains a filing system for the revenue and reservations department.

Maintain a consistent focus on improving the overall flow of Reservations operations.

To lead daily Reservations briefings.

To drive the performance of the Reservations team members, including completion of performance appraisals, coaching counselling and performance management in conjunction with the Director of Revenue.

Having knowledge of entire Reservation Procedure according to International Hotel manual system.

Handling of correspondences, sorted - out letters, telexes, fax, cables which are checked already by Front Office Manager.

Allocate daily tasks to Reservations staff.

Review reservation booked daily.

Review arrival report daily.

Responsible for preparation of occupancy forecast.

Responsible for training staff.

Responsible for implementation of policies and procedures.

Responsible for recording Company/Travel Agent Rates both in system and correspondence file.

Identify Top Producing Accounts ensure proper recognition by Reservation staff.

Knowledgeable in hotel and guest room facilities/services and ensures reservations agents are equally knowledgeable.

Responsible for various Production reports and supply to each department concerned.

Monitoring Telephone Manner and general performance of reservations staff daily.

Ensure special handling of repeats guest and very VIP guest.

Observes and ensures that proper telephone manners are maintained at all times

Monitors and coordinates group reservations activity with the Sales Department and Revenue Manager

Follows up tentative bookings and update reservation status

Reviews no-show and cancelled reservations and processes charges according to hotel’s policy

Review room blocking for Long Stay. Suites and special group request.

Supervising of Group Reservations.

Maintain cordial relations with commercial clients.

Bring to the attention Front Office Manager when the hotel availability status be changed and prepare for necessary action.

Responsible for work schedule

Responsible for maintaining a Neat and Orderly position at all times.

In general, perform any other duties might requested by Front Office Manager or Room Division Manager.

TRAINING PROGRAMS

Marketing ideas used by hotels to increase occupancy rate

WOW factors and how to achieve it.

BE HOT ( Be a Hero On the Telephone )

Starwood Preferred Guest Program(SPG)

Service Culture Training

Sales techniques for hotel reservations

Business etiquette

presentation skills program

SKILLS

1 Language : Fluent in spoken and written Arabic and English. 2 Computer : MS Office, Opera Operating system version 5.5 and Oracle Opera Cloud PMS System

PERSONAL SKILLS

Strong knowledge of market trends and booking patterns sound and astute knowledge of the industry

Excellent selling capabilities and the ability and desire to coach selling techniques to Team Members

Excellent communications skills – with the ability to form and manage relationships with key stakeholders

knowledge of various computer systems, analyzation of phone reports, excel knowledge

Excellent communication skills and ability to build effective long-term relationships

Work quickly in a high-pressure environment and ability to handle stress

Strong verbal and written communication skills in English with Arabic desirable

Ability to multitask, work in a fast paced environment and have a high level attention to detail

Ability to work under pressure,

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