Guest Support & Reservation Specialist

CAROLYN R. BURRELL

GUEST SUPPORT & RESERVATION SPECIALIST

TRAVEL-INSPIRED SERVICE RESERVATIONS GUEST CARE REMOTE SUPPORT Beaumont, CA 92223 562-***-**** *******@*****.*** STRONG MATCH

• 7+ years reservation experience

• Phone, email & messaging support

• Sabre GDS experience

• VIP & group reservations

• Rates, packages & promotions

• Special requests & accommodations

• Booking changes & cancellations

• Payments & deposits

• Remote customer support

• New-hire training support

GUEST SERVICE SKILLS

• Needs discovery

• Personalized recommendations

• Clear itinerary / booking guidance

• Professional phone service

• Issue resolution

• Upselling & add-on services

• Accurate documentation

• Customer relationship management

• Attention to detail

• Microsoft Office

EDUCATION

Executive Juris Doctor (EJD)

Concord Law School at Purdue University Global

MBA - Marketing

University of Redlands

B.S. Business Management

University of Redlands

Project Management Certificate

University of Redlands

AA - Administration & Information Systems

Riverside Community College

AA - Social & Behavioral Studies

Riverside Community College

PROFESSIONAL PROFILE

Warm, service-focused reservations professional with 7+ years of experience helping guests research, select, book, modify, and manage hospitality reservations across phone, email, online, OTA, GDS, and direct channels. Experienced explaining rates, packages, promotions, amenities, policies, payment requirements, and special accommodations while providing personalized recommendations based on guest needs. Known for clear communication, attention to detail, calm issue resolution, accurate recordkeeping, and relationship-focused service in fast- paced and remote-support environments.

PROFESSIONAL EXPERIENCE

Reservation Specialist MCGA Hotels, LLC 2018-2025

• Assisted guests through phone, email, online portals, OTA, GDS, and direct booking channels, providing friendly and professional support from initial inquiry through reservation con rmation and follow-up.

• Researched availability, room types, rates, packages, promotions, amenities, and restrictions and helped guests choose options that best matched their preferences and travel needs.

• Used Sabre GDS and hotel reservation platforms to create, modify, update, and cancel reservations while maintaining accurate guest and booking records.

• Reviewed payment requirements, veri ed payment

information, processed pre-arrival payments and deposits, and communicated reservation details clearly to guests.

• Managed special requests including early arrivals, extended stays, room preferences, accessibility-related

accommodations, VIP needs, group reservations, and event- related bookings.

• Resolved routine booking, availability, rate, payment, and account concerns promptly and coordinated with hotel departments when additional support was needed.

• Supported revenue and guest satisfaction by recommending higher-tier rooms, packages, parking, breakfast, amenities, and other appropriate add-on services.

• Coordinated group room blocks, rooming lists, cuto dates, contract details, VIP arrivals, and special events with Sales, Revenue Management, Front Office, and Housekeeping.

• Maintained accurate reservation notes, special-request details, payment information, and customer communications while following privacy and nancial-handling procedures.

• Assisted with new-hire reservation training and supported Sales & Marketing promotions and guest-service initiatives. Marketing Director Fairfax Development Group,

Gardena, CA 2002-2018

• Led consumer research, marketing strategy, pricing, brand development, promotional planning, and client relationship management.

• Analyzed customer preferences and market trends to develop clear, audience-focused recommendations and

communications.

Director of Marketing KYLCAR Entertainment, Inc., Los Angeles, CA 1992-2001

• Built and maintained nationwide relationships with entertainment and media professionals while coordinating promotional programs and customer-facing communications.

• Managed fast-moving priorities and relationship-driven outreach with a strong focus on responsiveness,

professionalism, and follow-through.

Assistant Buyer Saks Fifth Avenue, New York, NY 1988- 1991

• Supported St. John Knits purchasing across 50 stores, merchandising, sales management, spreadsheet expediting, budget analysis, and team training in a luxury service environment.

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