Luciana Cortes
Sydney
Summary
Customer-focused professional with strong experience in reservations coordination, client management, and event support. Proven ability to engage with clients, manage complex bookings, and drive pre-sales initiatives to deliver seamless experiences.
Overview
5
5
years of professional experience
Work History
Reservations Coordinator
Merivale
02.2024 - 08.2025
- Managed high-volume inbound reservation enquiries across multiple Merivale venues, providing prompt, professional service via phone, email, and booking platforms.
- Delivered exceptional customer service by understanding guest needs, offering tailored venue recommendations, and facilitating special requests or VIP arrangements.
- Handled group bookings, including availability checks, maintaining proactive communication with clients, encouraging pre-orders to ensure smooth service and enhance overall guest experience.
- Processed pre-orders for food and beverage packages for private events and large group reservations.
- Liaised closely with venue managers and operations teams to communicate booking details, large party requirements, and event logistics.
- Utilised SevenRooms to schedule, amend, and cancel bookings, optimising venue capacity and guest flow.
- Handled complaints and and last-minute changes with a calm, solutions-focused approach, to uphold brand reputation and guest satisfaction.
Reservations Coordinator
Solotel
06.2023 - 11.2023
- Skilled in managing multiple reservation requests across 26 venues.
- Experienced in handling customer queries via phone and email providing exceptional service.
- Managed and closed reservation calls to increase bookings by maintaining a strong knowledge of restaurant services and hotel facilities.
- Analyse and update all guest requests that are tailored to their requirements via SevenRooms.
- Build and strengthen relationships with venue managers to assist and coordinate guest reservations.
- Respond to customer queries via webchat.
- Complete reservation reports.
- General support to events team.
Head Hostess
Amare Restaurant, Crown Sydney
01.2021 - 04.2023
- Greeted customers and confirmed bookings upon arrival.
- Managed bookings, cancellations, and reservations amendment via Seven Rooms system.
- Minimized wait times by managing wait lists and maintain table rotations to maximize capacity during peak service hours.
- Resolved enquiries in person, on the phone and via email.
- Coordinating services with senior management based on guest preferences, adjusting table allocations and seating availability to accommodate VIP guests and groups with special requests.
- Represented the hotel brand and restaurant image fostering customer loyalty.
- Answering emails and other admin and office tasks.
Education
Digital Marketing Advanced Diploma -
Australian College of Business Intelligence
Sydney, NSW02.2022
Social Media Diploma - undefined
Australian College of Business Intelligence
Sydney, NSW01.2022
Business Management Bachelor - undefined
University San Ignacio De Loyola
Lima, Peru01.2012
Skills
- Customer service
- Detail-oriented
- Multitasking Abilities
- Time management
- Guest relations
- Problem-solving abilities
Timeline
Reservations Coordinator
Merivale
02.2024 - 08.2025
Reservations Coordinator
Solotel
06.2023 - 11.2023
Head Hostess
Amare Restaurant, Crown Sydney
01.2021 - 04.2023
Social Media Diploma - undefined
Australian College of Business Intelligence
Business Management Bachelor - undefined
University San Ignacio De Loyola
Digital Marketing Advanced Diploma -
Australian College of Business Intelligence