Louella Calsi
Parramatta,Australia
Summary
Guest-oriented Reservation Agent with advanced-level reservation and customer service skills and extensive background as Sales Assistant Manager in non-retail environment. Proficient in effectively managing daily correspondences and operational tasks to exceed customers' expectations and expand customer base. Optimistic and vibrant personality, organized and hardworking with strong skills in Opera and Shiji PMS.
Overview
7
7
years of professional experience
Work History
Reservations Supervisor
The Langham Sydney
Millers Point, NSW
02.2023 - Current
- Responsible for the daily supervision of Reservations and Langham Service
- Ensure integrity of reservations data, guest data is accurate prior to arrival and inventory is clean
- Maximize revenue and guest satisfaction in reservations and Langham services roster team cohesiveness amongst direct reports and hotel team
- Review and 'clean' inventory daily, ensure group cut off dates are adhered to, out of order rooms are validated, stay through is available
- Proactively monitor inventory and rates to ensure availability and implementation of revenue strategy
- Build and maintain database of rooms and rates, SOPs, standards, hotel matrix, facilities, department systems, hotel promotions
- Communicate and train direct reports to be able to effectively and efficiently use this database and sell hotel offers
- Assist with recruitment as needed, develop the reservations and Langham service agents and ensure sufficient staffing for business levels
- Assist in conducting on-boarding including creating a detailed training plan and complete training for each new direct report
- Manage group reservations, including entering rooming lists and all relevant information to ensure seamless check-in
- Proactively communicate with Sales Team to ensure required group information and up to date inventory is reflected in PMS
- Develop and implement team projects to increase both guest and employee satisfaction
- Assume responsibility for the essential Reservations Reports, Commissions, producing of ad-hoc reports
- Manage and implement projects relevant to the department.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Researched and resolved customer issues.
- Collaborated with other departments such as Sales and Marketing to promote special offers.
- Monitored customer service levels to ensure quality standards were met.
Reservations Agent
The Langham Sydney
Millers Point, NSW
04.2022 - 01.2023
- Receives processes and confirms guest room reservations made for guests via telephone, facsimile & email
- Provide the highest level of customer service on a consistent basis and maintain the expected professional
- Operate the reservations PMS system and the restaurant booking system by promptly attending to all incoming calls and emails
- Covert such calls and emails to reservations bookings at the established conversion rate in accordance with the prescribed policy and procedure
- Follow up No-shows daily as per the prescribed policy
- Check that all correspondence, including amendment information requests, have been replied to in accordance with the client’s instructions and our procedures
- Pre-blocks all suites/interconnecting/adjoining/same floor/long stay reservations
- Acquires a knowledge or room configurations and all outlets and facilities within the Hotel
- Familiarizes himself/herself with Hotel room rates and current hotel advertising
- Checks arrivals report for coming days, ensuring all written correspondence corresponds with the reservation in PMS & that all details within the reservation are correct.
- Resolved customer complaints quickly and efficiently by taking appropriate action or referring them to a supervisor as necessary.
- Answered incoming calls from potential customers in a timely manner.
Kitchen Hand/Cashier
Sushi Hub
Baulkham Hills, NSW
01.2022 - 04.2022
- Assists with food preparation
- Receive and handle delivery supplies
- Serve customers
- Prepare online orders
- Ensure clean utensils and working areas
- Do daily reports on the preparation and sales of products
- Handling sorting and distributing food items.
- Maintained high standards of customer service during high-volume work shifts and fast-paced operations.
Assistant Manager
Hi-Land Farmers’ MPC
La Trinidad Benguet, Philippines
05.2018 - 12.2021
- Coordinate with partner agencies and companies
- Answering calls, taking messages and handling correspondence
- Maintaining records and arranging appointments
- Typing, filing, and preparing and collating reports
- Organizing and servicing meetings
- Ensure all appointments and reservations are being actioned and followed-up according to current procedures
- Coordinate with relevant teams when there are any amendments on appointments and reservations to inform the clients
- Acting as a receptionist and/or meeting and greeting client
- Liaise amongst executives, clients, and employees
- Perform employee performance assessments.
- Collaborated with external vendors on joint promotions that drive increased revenue.
- Defined marketing collateral and program strategies by working closely with product management teams.
- Managed relationships with existing customers, providing support as needed.
- Coordinated with production teams to ensure timely delivery of products.
- Spearheaded implementation, execution and growth of business channel partner program.
- Developed and implemented marketing strategies for new products.
- Developed budget plans for advertising campaigns and tracked progress against goals.
- Ensured accuracy of customer data within CRM systems by performing regular audits.
- Resolved customer complaints regarding sales and service.
- Generated sales by executing sales cycle processes from prospecting to contract negotiations.
- Contributed expertise to build successful marketing strategies, including direct, partner and social media approaches.
- Analyzed sales presentations to communicate product quality and market comparison.
- Led sales planning, development and account management to grow existing accounts and establish new sales accounts.
- Built relationships with industry professionals to increase brand awareness.
- Reviewed invoices from suppliers, verifying accuracy before authorizing payment.
- Created content for sales presentations and promotional materials.
- Conducted market research to identify potential customers and opportunities.
- Directed and coordinated products, services and sales activities.
- Improved profit margins by effectively managing expenses, budget and overhead, increasing closings and optimizing product turns.
- Enhanced sales volume through skilled support to both new and inactive customers.
Reservations Agent/Front Desk Clerk
Le Monet Hotel
Camp John Hay Baguio City, Philippines
05.2017 - 04.2018
- Register & process guests check-ins/check-outs
- Communicating with hotel staff on the status of guest rooms
- Up selling guest rooms and promoting hotel services
- Managing guest service requests
- Processing cash or credit card payments
- Maintaining updated information on room availability, reservations, and guest messages
- Receive and communicate with Reservations from phone calls, e-mails
- Prepare reports of statement of accounts on partner online travel agencies
- Communicate with Online Travel Agencies if problem arises regarding guests booking
- Manage reservations and availability on Online Travel Agencies
- File commission statements of Travel Agencies
- Manage Occupancy rate and forecast.
- Handled guest check-ins and check-outs according to established policies and procedures.
- Processed payments from customers using various methods such as credit cards, cash or bank transfers.
- Ensured that all necessary paperwork was completed accurately prior to guest arrival.
- Input and confirmed reservations for guests.
- Set up room blocks using group rooming lists to track and manage block room reservations.
- Generated maximum revenue using upselling and cross-selling techniques.
- Monitored room inventory to maintain updated knowledge of availability.
- Answered incoming calls to book hotel rooms, made reservations and provided information regarding amenities, rates and availability.
- Utilized computer software programs such as Microsoft Office Suite for efficient record keeping.
- Coordinated with sales team to manage group bookings.
- Monitored daily occupancy levels and ensured that all rooms were filled to capacity on a nightly basis.
Education
Diploma and Advance Diploma of Leadership and Management - Organizational Leadership
Lead Colleges
Sydney, NSW12-2023
Bachelor of Science in Hospitality and Tourism Management - Hospitality Administration And Management
Saint Louis University
Philippines06-2017
Skills
- Adept in Shiji, Opera and Abacus and other hospitality PMS, CMS, and PoS System
- Well versed in Microsoft Programs
- Photoshop (Adobe)
- Video Editing and Lay outing
- Call Control
- Customer Reservations
- Phone Etiquette
- Travel Reservations
- Customer Engagement
- Product and Service Sales
- Performance Management
- Operations Management
- Staff Management
- Staffing and Scheduling
- Performance Evaluation
- Complaint Resolution
- Marketing
- Lead Generation
Languages
English
Full Professional
References
References available upon request.
Timeline
Reservations Supervisor
The Langham Sydney
02.2023 - Current
Reservations Agent
The Langham Sydney
04.2022 - 01.2023
Kitchen Hand/Cashier
Sushi Hub
01.2022 - 04.2022
Assistant Manager
Hi-Land Farmers’ MPC
05.2018 - 12.2021
Reservations Agent/Front Desk Clerk
Le Monet Hotel
05.2017 - 04.2018
Diploma and Advance Diploma of Leadership and Management - Organizational Leadership
Lead Colleges
Bachelor of Science in Hospitality and Tourism Management - Hospitality Administration And Management
Saint Louis University
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