Mairead Bowe

Reservations Manager

Roebuck Plains Roadhouse

Broome, Western Australia

01.2019 - Current

Provided customers with information on hotel services, amenities, packages and pricing
Relayed information on availability, pricing and discounts to customers.
Assisted customers via phone and online by providing confirmations, answering questions and offering general information along with upselling packages and and room upgrades
Provided training for new reservation agents on computer systems and procedures.
Utilized RMS computer software to keep accurate records of revenue and booking levels.
Handled emergency situations involving changes or cancellations of reservations due to unforeseen circumstances.
Developed and implemented policies for reservations management.
Assisted customers in selecting room types based on their preferences and budget constraints.
Generated reports on a daily basis summarizing reservations activity including cancellations, no shows and implemented policies as required
Assisted guests daily, providing exceptional service and effective problem-solving.
Scheduled staff shifts and assigned duties for reservation agents.
Responded promptly to all customer complaints regarding reservations resolved issues in a timely manner.
Demonstrated ability to work independently as well as collaboratively within a team environment.
Assisted customers with special needs or requests such as room upgrades or late check-outs.
Followed up regularly with existing clients to maintain relationships.
Upsold additional services such as dining options, and room upgrades
Offered personalized recommendations based on guest preferences.
Resolved customer inquiries and complaints requiring management-level escalation.