Daniel Monnerat Email & Phone Number

New York, New York

In my current position as reservations manager, I manage and oversee the day-to-day operations of a contact center with 34 reservation agents. I mentor and coach reservation agents, and identify room for growth in sales and service. Additionally I recruit, interview, and hire for the department. I consistently work on improving service levels by way of comprehensive scheduling and workforce management. I also oversaw the migration of the reservations system and provided cross-departmental training to ensure a smooth transition.

New York, New York, United States

As an Expeditions Sales Supervisor I led a high-volume reservations contact center, overseeing daily operations to ensure an efficient booking processes and overall superior guest experience. I resolved guest and travel advisor escalations promptly with a focus on guest satisfaction, as well as executed plans of action in the case of voyage cancellations due to force majeure with a focus on revenue retention.

New York, New York

As an expedition specialist at Lindblad Expeditions I managed inbound sales and service communications pertaining to the company's small-ship luxury expeditions from both travel advisors and guests. I served as the dedicated contact for sales and service inquiries for Spanish-speaking travel advisors and guests as a result of National Geographic's Latin American Marketing campaign. I coordinated any guest special requests with destination or ship-based staff to ensure proper execution. I made sure to always maintain a current product knowledge by attending regular marketing and product development meetings.

Greater New York City Area

As a travel advisor, I always aimed to construct a rapport with clients and propose American Express preferred suppliers’ products that adhere to the clients’ travel history. I booked flights, hotels, cruises, tours, transfers, restaurant reservations, and concert tickets for clients on a daily basis. Any special requests or needs of clients were communicated with the appropriate supplier. I was also responsible for archiving all client relevant client information in a CRM database. In addition to the agency's clients, I also serviced the personal travel needs of American Express Gold Card holders all over the United States.

Miami/Fort Lauderdale Area

As a Front Desk Agent and a PBX Agent and the DoubleTree by Hilton Miami Airport Convention Center, I was responsible for processing all guest arrivals and departures with a strong focus on courtesy and customer service. I worked with my Front Desk team to compile reports relevant to guest accounts, receipts, and vouchers generated both manually and electronically. On a daily basis I computed bills, collected payments, composed invoices, and modified reservations for hotel guests and clients. This position required high levels of teamwork within my own department and with other departments. As I received guest requests, I coordinated their execution with the appropriate department. During the last four months of my undergraduate education, I was able to work in conjunction with the Director of Rooms Division on this property to collect data data and analyze the airport shuttle pick-up process. Together we were able to design a plan to make this process more accurate, efficient, and profitable.

Miami/Fort Lauderdale Area

During my time as a Barista with Starbucks Coffee Company, I was responsible for processing customer orders, executing the sale, preparing all food and beverage menu items, and maintaining the functionality and cleanliness of the café during times of operation. Customer service was always a priority, it is Starbucks', and my person goal to make sure that every customer left the café with something that made them happy.

Bachelor’S Degree, Hospitality Administration/Management

Certification Of Brazilian Culture And Portuguese Language