Rebecca Lane

• Determining pricing levels through careful analysis of market trends and competitor set
• Working within the Sales & Marketing team to set and coordinate promotional campaigns based on business requirements and market demand
• Manage key client relationships - including but not limited to all third party OTA and Wholesaler contracts
• Managing key software pieces within the resort - including Property Management System MEWS, upsell software ROOMDEX, analytical software such as OTA Insights and STR reporting
• Performed month-end reconciliation and developed reporting metrics in coordination with corporate finance executives

• Managed all call centre Reservations Staff: Rostering, performance management, incentive programs
• Managed customer relations via phone, email, in person & via social media
• Conflict Resolution: Resolved many customer complaints to ensure a positive experience at the resort
• Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
• Maintained accurate records of bookings on hotel reservation system and forecasted probable revenue streams
• Created rate plans and worked with sales & marketing manager to boost occupancy and average achieved room rate.

• Provided support to the Reservations Manager and Rooms Division to ensure seamless customer experience
• Covered Maternity leave contract as Reservations Manager, leading to eventual promotion to manager when staff restructure took place
• Heavily involved in the opening and running of a new hotel, utilising new software whilst simultaneously looking after existing hotel
• Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
• Customer Complaint resolution
• Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.

In my first four years employed at Paradise Resort, I had many roles and was grateful to experience many different operations at the resort. These are summarised very briefly below but would be pleased to provide more details as required:

• Food & Beverage Attendant with promotion to Food & Beverage Supervisor, looking after multiple outlets within the resort
• Front Office All Rounder: Working all aspects of front of house at a busy family resort, from normal check ins & check outs to overnight shifts completing night audit processes
• Reservations Agent: Was asked to fill 12 months on a maternity contract in the reservations office, working in the 'call centre'. Once the 12 month contract was complete, I was promoted to Reservations team leader, and then Supervisor
• Human Resources Leave Contract: Employed to fill a leave contract for approximately 6 months, which included a (resort) record breaking hiring season. Involved in countless interviews, inductions and staff training sessions.
• Human Resources Training Officer: Upon return of the existing human resources coordinator, I was asked to remain in the office as the training officer until training systems were streamlines. Implemented training procedures for all departments (Food & Beverage, Maintenance, Housekeeping, Front Office, Resort Entertainment, Kids Club & Admin sectors) and ran group inductions for new staff, to ease pressure from department managers.