Milana Gogebakan

• Assisting Director of Revenue in developing and implementing pricing strategies based on demand, seasonality, and market trends
• Regularly assessing key performance metrics, pricing trends and implementing adjustments to ensure competitive and profitable rate plans
• Identifying revenue growth opportunities through data-driven insights
• Optimizing and expanding distribution partnerships
• Conducting regular competitive benchmarking to track competitor pricing and positioning
• Providing recommendations for promotions, discounts, and packages based on market trends, guest booking behaviour, and industry demand observations
• Assisting in developing revenue forecasting and budgeting strategies
• Managing and optimizing room inventory levels across OTAs, GDS, brand websites, wholesale and direct bookings
• Ensuring rate parity across all online and offline distribution channels
• Analyzing and generating revenue reports to assess business performance on daily, weekly, monthly, quarterly and yearly basis
• Liaising with sales, marketing, and reservations teams to synchronize revenue strategies and objectives
• Collaborating with digital marketing teams to improve online visibility and conversion rates
• Supporting MICE team with group quotations and accounts’ performance track
• Assisting in training front desk and reservations teams on accurate data entry, pricing strategies, upselling techniques and defining upselling targets
• Supporting the Director of Revenue in presenting performance reports and revenue strategies to executive team and ownership, leading the meetings in Director’s absence to ensure continuity in revenue management communications

Key achievements:

• Re-structured upselling tools for front office teams across both properties by optimizing dynamic pricing and enhancing room upgrades, high-demand amenities, services, and packages, resulting in an average 28% increase in revenue generated by the front office at Hard Rock Hotel Maldives via Oaky and at SAii Lagoon Maldives, Curio Collection by Hilton via FPG & Nor1
• Assisted the Director of Revenue with consistent, accurate, and up-to-date analysis, reducing the forecast deviation from 9% to 4.5%
• Developed a tailored stop-sale chart for wholesale contracted partners, aligning with their preferences while ensuring optimal allocation of room inventory across all channels
• Seamlessly managed the revenue division in the absence of the Director of Revenue, representing the Director in all senior-level meetings and addressing inquiries from various departments

• Enhancing data-performed decision making by analyzing critical data and generating revenue performance reports on daily, weekly and monthly basis
• Identifying and evaluating impact of local events, holidays, seasonal changes on supply and demand to optimize pricing decisions by using internal and external sources
• Conducting researches and analyzing property performance against competition to maximize revenue generated by each property
• Utilizing brand’s revenue management systems to optimize dynamic pricing across all channels
• Assisting in revenue forecasting based on historical data and market trends
• Supporting budgeting and financial planning processes
• Working closely with sales, marketing and reservations teams to align revenue goals
• Assisting in promotions and special offers to drive occupancy
• Ensuring optimal room inventory allocation across all distribution channels
• Performing audits to ensure all rate plans and segmentation tracking are set up properly for data accuracy
• Validating accurate data entry for daily, weekly and monthly reports used for monitoring performance against budget and forecast
• Ensuring sales strategies are effectively implemented in PMS and CRS

Key achievements:

• Resolved discrepancies in market segmentation entries within the PMS and conducted training sessions for the reservations team to improve data accuracy
• Created a structured, data-driven PowerPoint deck template for weekly sales strategy meetings, providing senior management with actionable insights and performance analysis
• Developed tailored reports for different departments (Leisure Sales, Marketing, MICE and Operations) using properties’ tools to provide specific, practical recommendations that helped in aligning team efforts with revenue goals

• Assisting the Sales and Marketing team with administrative tasks (proposals, contracts, and presentations)
• Maintaining and updating client databases, sales reports, and revenue tracking
• Preparing invoices, purchase orders, and following up on payments
• Scheduling and coordinating site visits, meetings, and sales calls
• Maintaining strong relationships with existing and potential clients
• Working with event planners to coordinate meetings, conferences, and special events
• Ensuring accurate details of group bookings, including room blocks and banquet requirements, generating group resumes and communicating to operation team accordingly
• Working closely with the front office, reservations, and banquet teams to ensure seamless guest experiences
• Assisting in creating marketing materials such as brochures, social media content, and promotional emails
• Helping organize sales campaigns and participate in trade shows or networking events
• Updating hotel website or wholesale partners with current promotions
• Generating sales reports and market analysis for management
• Monitoring competitor pricing and market trends to provide strategic insights

Key achievements:

• Developed and implemented a structured order database for the Leisure Sales, MICE, and Marketing teams, improving data accessibility and workflow efficiency
• Contributed to the preparation and delivery of detailed sales reports, identifying key insights enabling more informed decisions on sales strategies and resource allocation

• Building a quality sales strategy aimed at increasing the resort profit and new brand awareness
• Identifying new contacts and developing sales leads
• Ensuring inquiries are converted into confirmed business
• Market analysis, development of sales policy of the company, generating ideas and suggestions to stimulate the product demand
• Preparing and presenting sales proposal to potential clients & partners, showcasing the resort's key features and unique selling points
• Conducting price negotiations with customers on behalf of the resort management to reach a favorable bargain for both parties
• Maintaining contact with potential partners to obtain feedback and to discuss opportunities for future business deals
• Supporting clients in identifying and choosing the ideal accommodation type and services to fulfill their requirements
• Overseeing hotel bookings and reservations to ensure availability and seamless arrangements
• Preparing annual budgets and implementing strategies ensuring the achievement of targets

Key achievements:

Not available due to a brief tenure in the role

• Cultivating strong relationships with hotel reservations and sales teams, actively participating in sales calls and meetings to foster long-term, mutually beneficial partnerships
• Building and promoting strong, long-lasting relationships with sub – agents in Russia & CIS markets, cooperating closely to determine the needs of clients and advising them appropriate hotels, modes of transportation, costs, and accommodation
• Replying to queries and calculating total travel costs as per requests and offering alternatives in case the requested hotels/resorts are fully committed or fully booked
• Managing and coordinating efficient and effective sales plan
• Analyzing market and recommending changes or improvements for better partner satisfaction and sales increase, working on the expansion of the market (Russia & CIS)
• Achieving and surpassing company’s sales targets
• Generating comprehensive weekly and monthly reports for the Head of Sales & Reservations and senior management, supporting performance analysis and strategic decision-making
• Maintaining all the bookings and make sure all the services are in order before guest arrival and payments are collected before the due date
• Generating «proforma invoice» through the system and follow up the deadlines
• Working with reservation system, accurate data entry and maintenance
• Communicating hotels' special offers to sub-agents, ensuring they are up-to-date
• Arranging & Coordinating FAM (Familiarization) trips to resorts upon request by tour operators
• Participating on webinars, marketing activities, video inspections to the resorts
• Maldives resorts inspections and writing reviews for website and social media
• Dealing with occurring travel problems, handling complaints swiftly, if needed, meeting and greeting tourists at the airport on arrivals and departures
• Other relevant duties as assigned by the management of the company

Key achievements:

• Strengthened relationships with existing partners and successfully developed new partnerships in Russia & CIS markets resulting in a 23% increase in monthly sales during the high-demand season in the Maldives (November–April) and a 12% increase during the high season (May–October) surpassing set targets
• Maintained 100% accuracy in hotel rate and special offers manual calculations, ensuring error-free pricing and smooth booking operations

• Conducting training and retraining sessions for all front office personnel to guarantee consistent service excellence
• Assisting in the selection and recruitment of front office personnel, ensuring alignment with hotel standards and operational needs
• Scheduling the front office team
• Supervising workload during shifts
• Assessing the job performance of each front office employee to ensure alignment with performance standards and identify areas for improvement
• Maintaining working relationships and communicating with all departments
• Verifying that accurate room status information is maintained and properly communicated
• Resolving guest problems quickly, efficiently, and courteously
• Updating group information
• Maintaining, monitoring, and preparing group requirements
• Relaying information to appropriate personnel
• Conducting regularly scheduled meetings of front office personnel
• Preparing detailed performance reports for the front office, highlighting key metrics and areas for development
• Ensuring implementation of all hotel policies and house rules
• Overseeing the timely and professional logging and delivery of all guests’ messages, packages, and mail
• Monitoring all V.I.P’s special guests and requests
• Managing and maintaining the required inventory of all front office and stationery supplies
• Reviewing daily front office work and activity reports generated by Night Audit
• Inspecting the Front Office log book and guest feedback forms daily to ensure prompt attention to any issues or concerns

Key achievements:

Not available due to a brief tenure in the role

• Accurately completing all administrative tasks
• Training hotel personnel to enhance service quality and ensure consistent guest satisfaction
• Keeping personnel informed and up to date on all hotel products, services, pricing, and promotional offers to provide accurate information to guests
• Managing work schedules for personnel to ensure optimal coverage and efficiency
• Checking function sheets
• Conducting inspections of rooms and services to maintain quality and consistency
• Completing all required health and safety/fire checks on time
• Serving as the primary point of contact for guests, addressing any queries or concerns they may have
• Addressing and resolving customer complaints in a timely and professional manner
• Building and nurturing strategic partnerships to accelerate growth and ensure mutual success
• Developing and executing effective marketing strategies to optimize room revenue performance and occupancy levels
• Handling individual and group reservations, cancellations and no-shows
• Updating and maintaining relevant administrative, statistical and financial records
• Ensuring all relevant paperwork has been completed in order for a smooth handover at the end of the shift
• Performing other duties as requested by management

Key achievements:

• Implemented a guest loyalty program, resulting in a 15% increase in repeat guest bookings
• Enhanced group segment efficiency during the summer hiking season by collaborating travel agencies, optimizing booking processes and guest coordination
• Trained and mentored new front desk staff, coordinated with housekeeping and maintenance teams, reducing guest service requests by 20%

• Performing all check-in and check-out tasks
• Welcoming guests upon their arrival and assigning rooms
• Managing online and phone reservations
• Informing customers about payment methods and verifying their credit card data
• Preparing bills and taking payments
• Providing information about the hotel, available rooms, rates and amenities
• Responding to clients’ complaints in a timely and professional manner
• Answering all incoming phone calls
• Liaising with housekeeping staff to ensure all rooms are clean, tidy and fully-furnished to accommodate guests’ needs
• Upselling additional facilities and services, when appropriate
• Maintaining updated records of bookings and payments

Key achievements:

• Successfully maintained an average guest satisfaction score of 90% based on feedback and online reviews
• Resolved guest complaints efficiently, leading to a 35% decrease in negative reviews
• Maintained 98% accuracy in guest records and billing transactions, ensuring seamless operations