Reporting directly to the Front House Manager. Mainly tasks of this role are supervising the reception of 4 team members to ensure all company procedures, standards and brand values are being adhered to and delivered.Assisting with the day to day operation of the reception desk as required and ensuring the highest levels of customer service are consistently being delivered to our guests along with Identifying customer service issues before they arise and Heath , safety and emergency actions plans are in place along with the cover of Duty Manager shifts .Maximising sales opportunities through upselling, cross-selling and achieving add-on-sales, ensuring that banking, cash float and billing procedures are followed at all times.Supporting and coaching less experienced members of the team during shifts and have specific areas of responsibility for the department.

Answer all group reservations requests in an efficient manner ensuring that this all adhered to the company guidelines and selling script. (Mandatory questions) • Processing all groups bookings on tentative or inquiry status into PMS block(rooms) and meetings into Delphi along with follow up via email or phone call to convert into definitive hence materialize those into business and revenue. • Process arrival checks for the following days, weeks to ensure information are accurate and updated to ensure smoothly check in at Reception. • Action any Groups M&E enquiries received via Meeting Broker prior deadline responds expires. • Ensuring all meetings diaries and agenda are updated and sent regularly and those can be easily understood by Sales, Front Office, Housekeeping and Operations F&B Managers. • When required attend to weekly meetings called, “Be ready “with Head of Departments to brief explanation of important details for upcoming groups that needs open discussion and final agreements.

Based at The Guoman Tower Hotel in Tower Hill Cluster Central Reservations for GLH Group ( Amba Guoman - Thistle, Hard Rock Hotels) . Supporting 14 Hotels across London assisting the permanent staff on answering guest queries, quotations for new stays, communications with Travel agents, and others suppliers, following closure of free sale and allocation for FIT rates, reporting discrepancies to Team Leaders, Floor Managers and identify potential sales leads. Accordingly, with Revenue & Sales Team on daily basis. My assigned placement role helped enormously to reduce the workload and provide better customer service over the phone by the permanent staff onsite.

A Franchise partnership with Mercure London Paddington, Kensington, Hyde Park Hotel Indigo Paddington and 12 London Street Apartments, among other hotels located at Nottingham and Leicester (Mercure and Holiday Inn) • Supervising General Job Performance of 3 reservations agents and supporting the Hotel Teams to ensure clear understanding of reservations policies and procedures, implementation of policies and procedures under guidance of the Revenue management team to improve departmental effectiveness and perform any other duties as requested. • Responsible for various report production and supply to each department concerned. • Monitoring Telephone Manner along with support and training reviewing performance of reservations staff daily. • Ensure special handling of repeats guest and very VIP guest. • No-show and cancelled reservations tracking processing charges according to hotel’s and rate policy • Responsible for work schedule and update Rota accuracy for payroll purposes. • Assist the Operations management based at the hotels for overbooking situations as required. • In general, perform any other duties might requested by Senior Management.

Accounts Receivable for Le Meridien Piccadilly with the following main tasks:Monitor clients with credit facilities receive accurate invoices and all credit card transactions are reconciled daily providing financial insight and analyse date and figures for discrepancies or posting errors, with regular review of repeated cases discrepancies and whenever possible alert departments involved to perform duties and prevent such posting mistakes with causes revenue impact for business. • Bank statements cross check, post and allocate the credit card payments PMS system, reconciliation on daily basis credit card transactions, assist, guests and or when required to other departments with any billing queries, also ensure that wholesaler accounts are posted according to the contract and agreed upon rates; keeping up with filing and proper handling of credit card data as per company PCI. • Solving charge back queries and credit card disputes along with an accurate analysis and resolve promptly for the benefit of the business. • Once required, supporting and covering other properties. (Colleagues Holidays’ or absences)

One of Europe’s largest Conference & Events hotels with 1,059 guest rooms and 42 conference and event rooms Supervisor along with support of 4 reservations agents and reporting to the Director of Reservations or Revenue Director on his absence. ● Assign the daily task to the agents, with direct supervision of smooth running of the department and monitoring performance, dealing with complaints, queries, upselling techniques to maximize revenue targets- goals and customer satisfaction always. ● Attending to daily Revenue pick up,” where we are, where we are going, what we want “business strategy meetings. ● Investigate discrepancies with bookings, balancing room inventory, coordination with front office, no shows and late cancellations charges among others. ● Assisting Reservations Director in coordination with Yield and Revenue Manager to monitoring extranets to ensure we are aligned with our pricing policy strategy and when required loading rates, packages and attach those to company profiles.

Key role supporting Sales & Revenue.Internally promoted from Reservations Supervisor role started on 2014 and responsibilities extended fully in charge of the Reservations Department with 3 reservations agent reporting directly to the Director or Revenue and on his/ her absence to the hotel General Manager. ● In cooperation with the Revenue Management Executive to ensure all Rate Plans are accurately loaded, spot check on rate parity and be aligned with the Best rate guarantee policy. ● Opera PMS , GDS, IPS and Valhalla Plan (Rate and inventory platform) ● Reporting to Director of Revenue which was fully informed of any critical issues and activities any issues relating to reservations and rates.

• Responsible of a team of 3 receptionist on a shift pattern reporting directly to the Front Office Manager, I was in charge for the organization and monitoring high quality of service at all times dealing with mandatory daily task such VIP arrivals list, taking payment closure of cashier and supporting switchboard and concierge and coordinates the allocation of bedrooms with housekeeping department, my role was shared with sister property at Marine Hotel in North Berwick .• Handle customer complaint and profile a swift solution to build up professional and personable relationships with key and regular clients to develop loyalty.

Reservations support contact centre for Spanish, Portuguese and UK market dealing with customer enquiries, car quotations, closing reservations for worldwide locations and upselling products of the company with a focus on revenue maximization and quality to be aligned with monthly targets on demand.