KATHERINE COATES
Summary
Determined, Strategic-minded individual with 5 years' experience in Management and Hospitality. Excellent communicator with strong leadership and training skills.
Overview
4
4
years of professional experience
Work History
Reservations Supervisor
Cable Beach Club Resort and Spa
09.2022 - Current
- Built sales forecasts and schedules to reflect desired productivity targets.
- Reviewed guest information and payment options, checking for accuracy and completeness
- Assisted customers via phone by providing confirmations, answering questions and offering general information
- Relayed information on availability, pricing and discounts to customers
- Verified guest information and payment options ensuring accuracy and completeness
- Delegated work to staff, setting priorities and goals
- Responded to customer inquiries and delivered appropriate information after carefully researching issues
- Supported sales team members to drive growth and development
- Motivated sales professionals by delivering positive reinforcement and constructive feedback
- Coached staff on strategies to enhance performance and improve customer relations
Reservations Manager
Eco Beach Wilderness Retreat
03.2022 - 09.2022
- Assisted guests daily, providing exceptional service and effective problem-solving
- Strategised to determine new rate plans and organized promotions
- Rate plans such as Rack Rate, Best Available Rate, Wholesaler Rates, Wedding and Yoga group rates
- Utilized Room Master computer software to keep accurate records of revenue and booking levels
- Assisted customers via phone by providing confirmations, answering questions and offering general information
- Researched and resolved customer issues
- Relayed information on availability, pricing and discounts to customers
- Followed up outstanding invoices monthly with Booking.com, Expedia and Travel Agents
- Verified guest information and payment options ensuring accuracy and completeness
- Coordinated with front desk staff to maintain maximum occupancy
- Delegated work to staff, setting priorities and goals
- Also created Rosters for the Reservations Department via Employment Hero
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
- Recruited and trained new employees to meet job requirements
- Reviewed completed work to verify consistency, quality and conformance
- Point of Contact for all Groups, ie Weddings, Yoga Retreats, Elopements, Company Christmas Parties.
Reservations Supervisor
Eco Beach Wilderness Retreat
10.2021 - 03.2022
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service
- Mentored newly hired employees
- Monitored team progress and enforced deadlines
- Rotated through Reception and Reservations based on team needs
- Assisted Reservation Agents by listening in on customer calls and suggesting techniques to close sales
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
Reservation and Experience Agent
Eco Beach Wilderness Retreat
03.2021 - 10.2021
- Assisted customers with accommodation bookings, transfer (bus) bookings, point of contact for all activity / dinner bookings
- Delivered outstanding service by interacting with customers, answering customer inquiries and handling customer complaints
- Addressed customer inquiries via email, telephone calls or in person, providing prompt response or follow-up
- Boosted bookings using detailed knowledge of facility, services and offerings when closing reservations for customers
- Served guest by greeting, welcoming and directing to appropriate personnel in our Broome Office daily
- Answered multi-line phone system and managed calls by routing to proper extensions or taking messages
- Coordinated meetings and sending calendar invitations to attendees
- Kept Reservation offices organized to maximize operational efficiency
- Input customer data into reservation systems and updated to reflect room changes
- Made travel arrangements and reservations.
Receptionist
Oaks Hotel
12.2019 - 03.2021
- Worked closely with PHI Corporate annually rooms, manually adding in notes - housekeeping daily and weekly cleans during the guest stay - printing Registration cards - creating room keys and scanning paperwork through to PHI regarding work vehicle key log
- Being a point of contact for FIFO Workers via INPEX
- Handling reservation enquiries and quotes using GuestCentrix PMS
- Training new staff members in a Guest Service Agent role and ensuring a professional work manner is maintained
- Dealing with customer complaints and ensuring they are all handled professionally and efficiently to ensure the guest enjoys their experience
- Handling group reservations, check in and check outs, including offering porterage to these particular guests
- Opening and closing procedures of reception, cash balancing, running batch reports, printing registration cards for the next morning
- Responding to emails and phone calls in a professional manner
- Assisted our Accounts Team by following up any outstanding Corporate Invoices and having these paid in a timely manner
- Served visitors by greeting, welcoming and directing to appropriate personnel
- Supervised setup of conference rooms for meetings and office events in common areas
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods
Education
High School Diploma -
Neuse Charter School
SMITHFIELD, NORTH CAROLINA05.2018
Skills
- Professional Phone Etiquette
- Customer Reservations
- Hiring and Training
- Team Leadership
- Teamwork and Collaboration
- Verbal and Written Communication
- Managing Operations and Efficiency
- Shift Scheduling
- Computer Skills
- Negotiation and Conflict Resolution
- Time Management
Accomplishments
- Promoted from Reservations and Experience Agent to Reservations Supervisor in less than 9-months.
- Promoted from Reservations Supervisor to Reservations Manager, in less than 6-months.
- In March 2020, awarded a Star Award from Minor Hotels which was announced through all Oaks Properties.
Timeline
Reservations Supervisor
Cable Beach Club Resort and Spa
09.2022 - Current
Reservations Manager
Eco Beach Wilderness Retreat
03.2022 - 09.2022
Reservations Supervisor
Eco Beach Wilderness Retreat
10.2021 - 03.2022
Reservation and Experience Agent
Eco Beach Wilderness Retreat
03.2021 - 10.2021
Receptionist
Oaks Hotel
12.2019 - 03.2021
High School Diploma -
Neuse Charter School
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