• Conducted overnight mystery audits of world class hotels• Ensured property compliance with brand requirements and corporate identity• Objectively measured the crucial aspects of the guest experience that affect guest satisfaction• Debriefed with the GM or the next highest-ranking manager• Timely submission of detailed mystery visit reports

• Determined focus areas for business growth and sales activities and established a sales plan to develop the business • Managed 2 direct reports in the sales team and 10 dotted line reports in the reservation, product and contracting teams• Targeted and developed worldwide source markets and new business lines and acquired and managed new accounts• Researched new types of business/products/services with an emphasis on identifying gaps (existing and/or expected) in the mitigation of clients’ needs • Coordinated amongst clients and internal departments on new and existing products in terms of rates, amendments, new developments, renewals, SLAs and general product information• Drafted in consultation with the country manager sales policies and processes and designed pricing strategies• Was responsible for producing and analyzing destination and product statistics and for planning tactical actions • Acted in the role of product and contracts, reservation and customer service manager as needed• Developed and set up product lines/programs and supervised the development and the quality of required product and tariffs within a specific time frame• Trained team members on client’s dashboards and extranets• Identified cross-selling opportunities across the operating network and monitored that cross-selling opportunities were acted upon• Attended industry forums, trade shows and events and escorted on FAM and inspection trips as required

• Managed a team of 8 reservation and quotation agents• Coordinated the follow up on new leads, quotations and referrals• Developed and maintained clients’ relationships and was responsible for entertaining, escorting clients on inspections and FAM trips and travelling overseas for Sales Missions and Trade Shows• Carried out hotel inspections and inspection of travel related products to monitor quality of suppliers and to match supply with demand• Coordinated amongst clients and internal departments on new and existing products in terms of rates, amendments, new developments, renewals, SLA and general product information• Was responsible for producing and analyzing destination and product statistics and for planning tactical actions

• Designed and implemented training programs to improve individual productivity• Oversaw sales staff and monitored response speed and quality to ensure that customer service met company standards• Advised the company’s management on matter relating to sales targets, promotional activities and pricing strategies• Participated in product development which included inspecting and contracting hotels, costing and pricing

• Dealt with FIT enquiries for accommodation and ground handling services throughout Europe while liaising closely with clients and suppliers alike in all the aspects of product development• Negotiated and contracted a wide range of products, aided strategic decision making of sales policies and processes • Carried out hotel inspections and inspection of travel related products to match supply with demand

• Was responsible for taking calls from travel agents and direct clients alike, itinerary planning and pricing• Provided customer service on existing reservations and assistance with travel related queries, assuming travel agent duties