Carlita Gray
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude, contributing to a delightful work environment. Willingness to take on added responsibilities to meet team goals. Has enthusiasm to try new things and possesses the ability to learn quickly. Individual that has proven to work well under pressure while promoting efficient and high-quality operations.
Overview
6
6
years of professional experience
Work History
Event Planning Executive
The Ritz-Carlton
08.2024 - Current
- Responsible for all aspects and functions of the Event Management Department with a focus on Groups, Social and Corporate Events.
- Coordinate and manage all details with client requests from Sales Phase to Post Event Phase.
- Arranging and coordinating services such a function facilities, catering, signage, displays, AV equipment, accommodation, transport and social
events for participants. - Responding to enquiries concerning services provided and costs for room and equipment hire, catering and related services.
- Have thorough understanding of Event Management processes to ensure seamless handling of all groups.
- Become familiar with any assigned sales file, review contract, and discuss profile on group with the appropriate sales meeting.
- Customize selling approach to the client’s/meeting planner’s needs to maximize sales and negotiate the type and costs of services to be provided within budget.
- Always ready to anticipate client and guest needs well in advance.
- Acts as a liaison between client/meeting planner and hotel operations.
- Demonstrate appropriate timeliness in getting proposals to client/meeting planner.
- Distribute all BEO and Group Resumes no later than 10 days prior to the group’s arrival.
Oversee all assigned group functions when they are in-house. - Make sure that all billing is correct and current prior to a group’s departure; no adjustments to the Master account.
- Work within each group’s budget when required.
Always meet and exceed client’s/meeting planner’s expectations.
Group Reservation Coordinator
The Ritz-Carlton
08.2023 - 08.2024
- Coordinate small and large (from 5 to 150 rooms) group bookings for events and conferences at the hotel
- Implemented a detailed tracking system to monitor room blocks and financial commitments accurately.
- Conducted regular reviews of existing procedures to identify areas for improvement continuously.
- Improved customer satisfaction with timely and accurate coordination of group reservations.
- Reduced cancellations and no-shows by developing an effective reminder system for clients.
- Managed billing inquiries efficiently to maintain client trust and prevent discrepancies in the invoicing process.
- Maximized room utilization by strategically assigning groups based on size, preferences, and special requirements.
- Run pre-conference meetings with all departments to ensure that communication and operations are across all group requirements.
- Maintained excellent relationships with clients, providing regular updates on reservation statuses and changes.
- Generated and reported performance metrics to management to inform decision-making.
Rooms Controller
W Hotel
03.2023 - 08.2023
- Streamlined room assignment processes for improved operational efficiency and guest experience.
- Staying up to date with arrivals, three days in advanced including sending out guest communication to ensure that all bookings are up to date and exceed guest expectations.
- Overseeing daily room movements, including early arrivals, late departures, pre-registered and group bookings.
- Communicating between departments to stay up to date with room status to ensure timely turnaround for rooms.
- Maintained up-to-date knowledge of hotel policies, procedures, and promotions for seamless service delivery.
- Provided backup support during peak times by assisting front desk operations such as answering phones and processing reservations.
- Coordinated with maintenance teams on necessary repairs or improvements, keeping rooms in optimal condition for guest comfort.
Guest Service Agent
Intercontinental Resort
11.2022 - 02.2023
- Welcoming guests to Hayman Island on Luxury Launch Vessels, including coordination of boat preparation with arrival and departure times
- Checking guests in and out of the resort, including handling large transactions with accuracy
- Organizing meet and greets and resort tours for arrival guests to the island to ensure that they are familiar with the property during their stay
- Managing the arrival of guests at the Hamilton Island Airport, ensuring that their luggage was loaded onto the Luxury Vessel and that all guests had boarded to ensure that transport was coordinated on time.
Group Reservations Coordinator
Sea World Resort
08.2022 - 11.2022
- Managing small and large group accommodation for a 400-room property
- Liaising with event coordinators and managers to ensure that client requirements have been fulfilled on time and to a beyond satisfactory standard
- Managed time efficiently to ensure that all confirmed group bookings have a rooming list at 90, 60 and 30 days out
- Maintain a close relationship with clients to ensure that there is seamless communication from start to finish.
Duty Manager
Naumi Studio
10.2021 - 07.2022
- Responded to customer concerns by providing friendly, knowledgeable support and maintaining composure and professionalism.
- Trained employees in essential job functions
- Initiated plans to improve customer relations, quality standards and service efficiency.
- Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
- Adhere to Naumi guidelines to maintain total compliance.
- Support all team members, from all departments while on shift.
Reservations Coordinator
DoubleTree By Hilton
01.2021 - 10.2021
- Used active listening and effective interpersonal skills to engage with guests and fulfill their booking requirements
- Managed daily checks on bookings to ensure flawless delivery to guests
- Co-ordinate small and large group bookings and meetings from inquiry to operations and billing, which requires me to liaise between all departments to ensure successful outcomes
- Prepared customer invoices, accepted payments and processed refund and cancellation requests, including cross-checking and sending City Ledgers to ensure DoubleTree received payments for accounts
- Resolved various issues and discrepancies for guests
- Utilized Hilton OnQ software to input all key data into hotel's database system
- Keeping up to date with local market to maximize hotel revenue.
Guest Service Agent
DoubleTree By Hilton
02.2020 - 01.2021
- Setting up each shift so that the day runs effectively and results in an excellent guest experience
- Utilize my Hilton OnQ software skills to check guests in, while simultaneously maintaining a high level of customer service
- Communicate and assist each department to ensure all guest requests are complete such as housekeeping and maintenance requests
- Assist with valet duties, including helping guests with their luggage as well as parking cars.
Merchandise/ Stock Assistance
Magic Kingdom, Disney World
01.2019 - 12.2019
- Exemplify the core Disney values to ensure all guests had a genuine and magical experience while visiting the parks
- Maintaining high standards in replenishment and cleanliness to ensure no part of the stores were empty
- Placed products in correct storage locations to keep stock areas organized and inventory counts accurate
- Adapt to working with a diverse range of cast members and guests to ensure an all-round positive environment for everyone.
Education
Level 5 Diploma in Tourism And Travel Management -
New Zealand School of Tourism
Wellington, New Zealand 2019
Level 4 Certificate in International Flight Attending -
New Zealand School of Tourism
Wellington, New Zealand 2018
Certification of Digital Marketing: Hands-on experience -
SEMRUSH for Education
Skills
- Customer engagement
- Conflict resolution
- Planning and Coordination
- Organizational and analytical skills
- Leadership
- Billing Accuracy
- Hotel operations
- Tourism expertise
- Upselling proficiency
- Property Management Systems
- Record preparation
- Cross-Functional Teamwork
References
Available on Request
Timeline
Event Planning Executive
The Ritz-Carlton
08.2024 - Current
Group Reservation Coordinator
The Ritz-Carlton
08.2023 - 08.2024
Rooms Controller
W Hotel
03.2023 - 08.2023
Guest Service Agent
Intercontinental Resort
11.2022 - 02.2023
Group Reservations Coordinator
Sea World Resort
08.2022 - 11.2022
Duty Manager
Naumi Studio
10.2021 - 07.2022
Reservations Coordinator
DoubleTree By Hilton
01.2021 - 10.2021
Guest Service Agent
DoubleTree By Hilton
02.2020 - 01.2021
Merchandise/ Stock Assistance
Magic Kingdom, Disney World
01.2019 - 12.2019
Certification of Digital Marketing: Hands-on experience -
SEMRUSH for Education
Level 5 Diploma in Tourism And Travel Management -
New Zealand School of Tourism
Level 4 Certificate in International Flight Attending -
New Zealand School of Tourism
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