RACHEL O. GILAY

Reservation Manager

Sales Executive

Reservation Supervisor

Administrative Assistant

Secretary

CONTACTS

Pacific Grand Villa-Basak, Lapu-Lapu City. Cebu Philippines. adt7xl@r.postjobfree.com/adt7xl@r.postjobfree.com

+063-09670120558/+630**********

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/FIDELIO/MICROS//MICROSOFT, LYNX SYSTEM-CRS/MEDALLIA SYSTEM REVENUE ANALYSIS/ROOM DIIVISION/PUBLIC RELATION/CUSTOMER SERVICE/MARKETING COMMUNICATION/SALES DECISION/MAKING/PROBLEM SOLVING/TIME MANAGEMENT/CONFLICT MANAGEMENT/MULTI-TASKING/SELF PUSHING/INTERPERSONAL SKILLS/LEADERSHIP EDUCATION

Bachelor of Science in Hotel and Restaurant Management -UC Main,1995 PROFESSIONAL EXPERIENCE

2021-2022- Family Business

Reservation Consultant – BPO Less than a month contract (cancelled) RESERVATIONS MANAGER -Best Western Plus Kuwait -( Best Western Hotels and Resort Group-) 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, KuwaitSTARWOOD 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

SALES EXECUTIVE- Winternitz Associate-Non-Life Insurance Broker- Philippines(7 years)

• Develops and implements telemarketing procedures to meet and exceed revenue goals

• Prepare and present quotations, customer visits, and product demonstrations

• Close business and achieve sales quotas on a quarterly basis

• Respond to question from organizations regarding terms and conditions

• Resolve problems related to transactions

• Submit monthly activity reports

• Performs miscellaneous job-related duties as assigned

• Responsible for monthly and yearly renewals

• Assist Client’s Claims

SECRETARY/ADMIN – Bonds and Division Bureau of Customs, Philippines

• Handles all clients calls and inquiries

• Managed all tasks assigned by my superior

• Accomplished all administrative tasks

• Responsible for the various accreditation requirements of non-life insurance for Custom’s transaction

• Responsible for outgoing and incoming calls

• Duties and Taxes penalty computation for Import and Export clients

• Recording Warehousing Bond

• Sending Letters/Memos for the penalty computation various Import/export Companies 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

REFERENCES:

Ramy Rashad-Former General Manager of Best Western Plus

+201*********

Mohamnad Attia-Former BW Senior Sales Manager -DIRECTOR of Sales & Marketing Majestic Hotel-+965********

Jaison Abraham -For.BW Sales Manager -Senior Sales Manager -Ramada Hotel -+965******** 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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