Prajana Rana
Summary
Dynamic Reservations Manager with a proven history of working in Hotel/Hospitality industry for more than 20 years excelling in customer service, and revenue management. Enhanced guest satisfaction through effective problem-solving and relationship-building, resulting in increased repeat bookings. Skilled in staff training and operational efficiency, consistently delivering exceptional service, and maintaining accurate records.
Overview
19
19
years of professional experience
Work History
Reservations Manager
Accor Hotels
05.2022 - Current
- Assisted front office staff in managing walk-ins or last-minute changes during peak periods, maintaining smooth operations and guest satisfaction levels.
- Maintained strong relationships with key clients, resulting in repeat business and increased bookings.
- Effectively resolved guest issues related to reservations, resulting in satisfied customers and positive reviews.
- Conducted regular audits of reservation records, maintaining accuracy and reducing discrepancies.
- Managed team of reservation agents, ensuring high-quality service and accurate bookings.
- Handled special requests from guests with utmost professionalism, personalizing their stay experience whenever possible.
- Monitored inventory levels across multiple booking channels, preventing overbooking incidents and maximizing room revenue opportunities.
- Maintained accurate records of bookings on hotel reservation system and forecasted probable revenue streams.
- Enhanced customer satisfaction by efficiently managing reservations and providing exceptional service.
- Developed policies and procedures for the reservations department, ensuring consistency and adherence to brand standards.
- Streamlined reservation processes for increased efficiency and improved guest experience.
- Collaborated with sales and marketing teams to optimize revenue through strategic pricing strategies.
- Acted as a liaison between reservations and other hotel departments, ensuring seamless communication and efficient problem resolution.
- Created rate plans and worked with revenue manager to boost occupancy and average achieved room rate.
- Coordinated group bookings for events or conferences, ensuring a seamless process from inquiry to checkout.
- Handled billing information over phone.
- Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Generated and reported performance metrics to management to inform decision-making.
Cluster Reservations Agent
TFE Hotels
05.2021 - 05.2022
Reservations Manager
TFE Hotels
09.2013 - 05.2021
Reservations Manager
TFE Hotels
10.2008 - 09.2013
Duty Manager
The Savoy Hotel
10.2007 - 10.2008
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
- Trained employees in essential job functions.
- Supervised and coordinated team to provide guidance and support and maximize performance.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
- Handled escalated customer issues with diplomacy, ensuring satisfactory resolution while preserving long-term client relationships.
- Enhanced team performance by providing ongoing coaching, feedback, and training opportunities for staff members.
- Maintained a safe and secure environment for guests and employees through regular facility inspections and adherence to safety protocols.
- Developed strong relationships with key clients, vendors, and business partners to foster a collaborative working environment.
- Monitored daily financial reports, reconciling discrepancies to ensure accurate accounting records were maintained at all times.
- Ensured compliance with all company policies, local regulations, and industry standards related to hotel operations.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Night Manager
The Savoy Hotel
04.2006 - 10.2007
- Prepared nightly deposits by accurately counting cash, filling out deposit slips and securing deposit in vault.
- Resolved customer complaints promptly and professionally to maintain satisfaction.
- Restocked inventory on shelves by unpacking backroom boxes and filling empty space on shelves with appropriate items.
- Trained and mentored new and existing staff to achieve best practices.
- Created nightly shift task lists to assign duties to each employee.
- Streamlined night audit processes for increased accuracy and timely financial reporting.
- Enhanced security measures, conducting thorough staff training on emergency response protocols.
- Ensured compliance with hotel policies and procedures, maintaining high standards of professionalism and service.
- Streamlined night audit processes for more accurate financial reporting, enhancing financial integrity.
- Maintained meticulous records of nightly operations, aiding in smooth transition between shifts.
Education
Certificate III - Commercial Cookery
Australian College of Tourism And Hospitality Mana
Melbourne, VIC2004
Advance Diploma - Hospitality Management
Australian College of Tourism And Hospitality Mana
Melbourne, VIC2003
Foundation Program -
La Trobe University
Melbourne, VIC2001
Skills
- Customer service
- Time management
- Customer satisfaction
- Hotel management
- Staff training and development
- Account reconciliation
- Complex Problem-solving
- Records management
- Reservations management
- Revenue management
- Group reservations
- Sales
- Teamwork and collaboration
- Attention to detail
- Multitasking Abilities
- Reliability
- Excellent communication
- Organizational skills
- Verbal and written communication
- Relationship building
- Work Planning and Prioritization
- Self motivation
- Customer relationship management
- Operations management
- MS office
Timeline
Reservations Manager
Accor Hotels
05.2022 - Current
Cluster Reservations Agent
TFE Hotels
05.2021 - 05.2022
Reservations Manager
TFE Hotels
09.2013 - 05.2021
Reservations Manager
TFE Hotels
10.2008 - 09.2013
Duty Manager
The Savoy Hotel
10.2007 - 10.2008
Night Manager
The Savoy Hotel
04.2006 - 10.2007
Certificate III - Commercial Cookery
Australian College of Tourism And Hospitality Mana
Advance Diploma - Hospitality Management
Australian College of Tourism And Hospitality Mana
Foundation Program -
La Trobe University
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