Janella Reyes
Wyndham Vale,VIC
Overview
9
9
years of professional experience
Work History
Reservation Supervisor
Ibis Melbourne Hotel and Apartments
01.2024 - Current
- This position is responsible for ensuring the smooth running of the day-to-day operations of the Reservations Department, including the management of all group accommodation bookings
- Primary Responsibilities Answer all calls promptly within 3 rings using the specified greeting for the hotel
- Ensure correct documentation is received for all payment details
- Process and input reservations following hotel reservations policy
- Liaise with conference and events to accept/decline group room requests
- Enter and track group and conference blocks
- Liaise with conference organisers to endure rooming lists and confirmation are received on time
- Manage cancellations, pick up and release dates
- Ensure the charges for the released rooms are communicated to the client and processed
- Prepare Group and Conference folders and brief departments as required for large events
- As required, meet & greet conference organisers
- Assist Rooms Division Manager in achieving benchmark Data Quality scores, and maintaining a culture of collecting accurate data
- Manage all group billing issues and resolve and account disputes, and liaise with Assistant Managers on account enquiries and disputes
- Adhere to all reservation standards as outlined in respective manuals
- Take personal responsibility to ensure that all enquiries are addressed
- Monitor forward reservations on a daily basis
- Ensure stop sells on room types, market segments and/or rate levels are enforced when appropriate
- Maintain an open line of communication with the Rooms Division Manager and Revenue Manager
- Actively promote upselling within the reservations team
- Coordinate group reservations ensuring contract rates are loaded correctly into reservations to maximise efficiency and eliminate revenue rebates.
Guest Service Agent
Ibis Melbourne Hotel and Apartments
05.2021 - Current
- Responsible for greeting every guest upon arrival Prepare documents and keys required for registration Administering check in and check outs (assigning rooms and issuing keys; calculate charges and receive payments) Promptly and courteously attend to telephone calls and emails, directing as appropriate
- Ensure guest special requests are efficiently completed
- Provide detailed information about points of interest in the area
- Arrange services required for guests with special needs
- Coordinating with kitchen staff and housekeeping.
Customer Service
Target Shopping Centre
11.2014 - 08.2015
- Maintained friendly, smiling and good attitude with every customer specially addressing complaints calmly and swiftly
- Greeting customers, helping them ring up or return items and assisting them with locating items
- Providing fast and friendly service
- Cash Handling; Handled all cash and credit card transactions Cleaning and Maintenance: Maintain a clean, great looking store (sweeping, dusting and vacuuming).
Education
Studying Diploma of Beauty Therapy - SHB501 -
AVI 20208 Certificate II in Aviation (Flight Operation) (Cabin Crew) -
06.2017
Responsible Service of Alcohol Certificate -
05.2017
First Aid (including CPR) Certificate -
05.2017
High School Diploma -
Katherine High School
11.2016
Skills
- Can communicate politely and in a friendly manner
- Ability to work well in a team and individually
- Disciplined attitude and patient
- Organised
- Manageable at computer usage
- Professional attitude and image
- Revenue Management
- Policy Enforcement
Accomplishments
- 2011 - Year 7 awarded Best in Science
- 2014-2016 - Year 10 to Year 12 received the Aspire Scholarship Recipient
- 2012-2013 - Performed at school musical - The Mikado Musical (2012), Chicago Caper Musical (2013)
- 2014 - Performed at W.O.W (Women of the World) Festival (modelling)
References
- Young Yoo, General Manager, Ibis Melbourne and Apartments, +61 433 124 883
- Mr. Craig Kelmar, Hotel General Manager, Ibis Melbourne Hotel and Apartments, +61 499 501 099
Volunteer Experience
- Volunteering at church and helping the nuns - visiting aboriginal communities and delivering goods; doing activities with the children (playing games, reading the bible, singing together).
- Visiting age care (entertaining the old people i.e. singing, acting Christmas play)
- Volunteer on cleaning church
- Performing in church choirs
- Leader in a youth group called Y.F.C (Youth for Christ) (2013-2016)
Timeline
Reservation Supervisor
Ibis Melbourne Hotel and Apartments
01.2024 - Current
Guest Service Agent
Ibis Melbourne Hotel and Apartments
05.2021 - Current
Customer Service
Target Shopping Centre
11.2014 - 08.2015
Studying Diploma of Beauty Therapy - SHB501 -
AVI 20208 Certificate II in Aviation (Flight Operation) (Cabin Crew) -
Responsible Service of Alcohol Certificate -
First Aid (including CPR) Certificate -
High School Diploma -
Katherine High School
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