Customer Service Manager
Resume:
Maribel Harvey
Rowlett, TX 75089
*************@*****.***
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Over 6 Years Professional Hospitality Management:
Innovative, creative, energetic, bilingual, organized and level headed manager known for outstanding customer
service and team building.
HOTEL CASS - A HOLIDAY INN EXPRESS AT MAGNIFICENT MILE
Revenue/Reservations Manager
Responsible for managing all room revenue activities for Hotel Cass and Hotel Felix Chicago
Escalation manager and point of contact for Central Reservations department
Established room rates utilizing Star, K&L, EDaily and Holidex
Responsible for all contracts and implementations with third party travel vendors including Travelocity,
Expedia and Orbitz
Scheduled Revenue Max meetings providing suggestions to the General Manager that maximized revenue
Fostered an increase in revenue by establishing partnerships with local city events
Scheduled and managed weekly group pick up meetings to properly assess contracted room inventories and
rates for groups and individuals
Validated that hotel delivered a high level of customer service to contracted groups
Spearheaded the implementation of all revenue activities for the opening of Hotel Felix Chicago
CROWNE PLAZA CHICAGO O’HARE HOTEL & CONFERENCE CENTER
Revenue/Reservations Manager
Local point of contact between property and the Macro (central reservations) department
Responsible for room rates using Star, K&L, EDaily and Holidex
Managed relationship with Airport Accommodations for distressed passengers
Successfully implemented Passkey including all support and training of all departments and customers
Created procedures and training curriculum for entering groups into Passkey
Managed attrition process and collections for groups failing to achieve 100% pick up
Maximized occupancy by carefully tracking and managing group pick up rates
Catering and Executive Meeting Manager
Responsible for booking of all event meetings for groups requiring 15 to 45 sleeping rooms
Achieved all monthly sales goals and obtained a high referral rate from excellent customer satisfaction
Prospected and met with new clients for property sites and event specifics
Received excellent ratings on client surveys as a result of attention to detail and outstanding customer service
Responsible for scheduling and conducting Precon and Postcon meetings with clients and hotel executives
Point of contact for planning all meals, transportation and activities on contracted events
Scheduled and facilitated daily Banquet Event meetings to coordinate property resources
Responsible for quarterly sales goals, client reports and expense logs
Sales Office Manager and Reservations Assistant Manager
• Answered phones, Qualified incoming calls from groups and distributed leads to sales managers
• Provided tours to potential meeting clients
• Entered rooming lists into computer for groups
SOFITEL CHICAGO O’HARE
Rosemont, IL
Chicago, IL
June 2008 – October 2008
Rosemont, IL
March 2007 – June 2008
September 2006 – March 2007
June 2006 – September 2006
Revenue/Reservations Manager
Managed day to day operations of reservation department consisting of six reservation sales agents
Trained and coached reservation sales agents and front desk agents on Signature phone service techniques
Created 11 day and quarterly forecasts showing occupancy, revenue and ADR
Prepared yearly budget of room revenue, department expenses and payroll
Prepared weekly department work and meeting schedules for conference rooms
Served as a member of the Executive Committee and the weekend Manager on Duty (MOD) program
Reservations Department Supervisor
Produced shift schedule for all reservations agents
Wrote performance reviews of reservations agents
Handled all customer complaint calls
Approved / disapproved inventory of future groups
Screened reservation agent candidates
Observed and coached reservation agents on call quality
Reservations Agent
Answered calls and scheduled reservations for individual callers
Entered rooming lists for groups and faxed individual reservations
Over 10 Years Professional Service and Teaching:
TRANSPORTATION SECURITY ADMINISTRATION (ORD)
Transportation Security Screener
Responsible for identifying dangerous objects in baggage or on passengers and preventing those objects
from being transported onto aircraft in a courteous and professional manner
Made effective decisions in both crisis and routine situations
RICHMOND BILINGUAL SCHOOL
Preschool Teacher
Developed curriculum and taught Math, English, Science, Art and computers to students ages of 5 to 8
Responsible for all event planning of activities for the Summer School Program
March 1996 - September 1999
September 1996 – January 1997
March 1996 - September 1996
Chicago, IL
June 2004 – June 2006
Bogotá, Colombia
February 2001 - June 2004
Chicago, IL
September 1999 - December 2001
Managed and resolved customer service issues opened by research development team
Processed billing credits that were system impacted
Trained and developed new employees in billing research department
Served as a member of the Strategic Billing Research team that reviewed new products for implementation
MCI TELECOMMUNICATIONS
Customer Financial Service Representative/Sales Assistant
Reconciled all delinquent accounts in excess of ten-million dollars
Performed customer service calls to answer questions regarding the account billing process
Assisted the account teams with credits, credit transfers, audits and account reconciliations
Chicago, IL
August 1989 - January 1996
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