Experience

InterContinental Athénée Palace Bucharest

• Romania
• Hotels and Motels
• 1 - 100 Employee

• Groups and Reservations Manager

  • Jan 2023 - Present

  Key responsibilities: added to the responsibilities of a Reservations Manager: - Rooms selling strategy - updating strategy based on availability, market demand, days of week, competition check, individual and groups pricing, inventory management, yielding, distribution - Rooms and Events Forecast - weekly/ monthly update together with the Commercial Director - Maximizing room revenue accordingly in order to exceed the revenue target - Revenue meeting - preparing weekly reports: production, STR, pick-up - Participating in weekly Groups meeting - checking prospect, tentative and definite groups for the next 3 months. Follow up on contracts, system updates, rooming lists, payments - Competition selling strategy check - Creating/ updating rate categories - Downloading rate codes and attaching them to corporate accounts and agencies - Successfully completing the tasks related to the brand transition: Rate setup, inventory setup, room types and rate codes configuration, hotel content update, OTAs configuration - Duty Manger shifts - Managing and coaching the Reservations Team - Strong collaboration with Front Office, Food and Beverage Department and Finance



Athenee Palace Hilton Bucharest

• Romania
• Hospitality
• 1 - 100 Employee

• Groups and Reservations Manager

  • Dec 2021 - Dec 2022

  Key responsibilities: added to the responsibilities of a Reservations Manager:- Taking responsibility for the 2 major group market segments: Group Tours and Entertainment, from the moment the contract is signed until the final invoice is sent to the organizer: entering the groups in all systems, managing the grid, updating the rooming list, following up on cancellation policy, payment and invoice.- Organizing events: dinners, welcome cocktails and corporate conferences- Preparing all the special requests and sending the information to all the departments involved.- Follow up on all the groups for the next 3 months together with the Groups and Event Department- Rate quotation for small groups (up to 70 rooms per night)- Updating the Demand Calendar based on occupancy, demand, competition- Duty Manger shifts- Managing and coaching the Reservations Team- Strong collaboration with Front Office, Food and Beverage Department and Finance

• Reservations Manager

  • Aug 2018 - Nov 2021

  Key responsibilities:- Maximizing rooms revenue to meet annual budget, managing Reservations Team with high quality of service and accuracy- Manage room inventory together with Revenue Manager to maximize room revenue- Monitor room reservation trends and give suggestions regarding room rate and product management to Revenue Manager or Commercial Director- Manage Reservation Team in a various way that includes training, hiring, evaluating team members and guiding team along with company's direction- Review and implement incentive programs in Reservations Department- Build and manage strong relationships with major sources of business and advice the Revenue Manager or Commercial Director about feedback when needed- Participate in weekly revenue management meetings, to include the following as standard agenda items: review of 120-day booking window pace for group and transient, pricing strategies, marketing opportunities and competitive environment- Set and manage all reservation related systems including Opera, OnQ R&I, ResSmart - Monitor team member including individual Reservations Agents’ workload and plans the department’s shifts to meet business needs- Maximize occupancy levels by reviewing and revising revenue strategies- Work with the Sales and Events Teams to maximize corporate and group rates- Manage third party sites to establish rates, negotiate prices, ensure proper implementation of reservations procedures, and maximize conversion ratios in order to achieve targets for the department- Understand the competitive market place and implement strategies to ensure the hotel stays ahead in the local market- Ensure Central Reservations Team receives the appropriate tools and training in order for them to deliver required standards of performance and constant delivery of excellent Guest service- Participate in organizing the hotel promotional activities- Advise Revenue Management of marketing opportunities, particularly over need periods

• Reservations Supervisor

  • Apr 2018 - Jul 2018

  Key responsibilities:- Oversee the Reservations Team and how it performs routine procedures in order to maximize the revenue and guest satisfaction- Work with the Reservations Team to develop future and repeat business opportunities- Ensure Team Members are developed effectively, maintain a thorough understanding of hotel facilities and processes and generate a culture of high quality standards for relationship building, customer service, selling techniques, and billing and processing contracts- Attend all scheduled meetings as required with HOD's or Sales Team- Create and manage rates and packages configured in the Hotel systems- Act as a main resource for reservation agents needing technical assistance- Track all reservations picked up from all online channels like hotel website, OTA, GDS, other third party etc.- Co-ordinate with the Channel Manager, or software vendors for any availability, rate or booking integration issues- Keep records of room availability, rates, amendments, daily reservation pickup, rooms on book, cancellations, no-show, etc.- Track daily, weekly, monthly, and yearly statistics for analytical, budgeting and forecasting purposes- Train newly recruited reservations agents in taking reservations, telephone etiquettes, reservation module on hotel software and processing emails- Determine work procedures, prepare work schedules, assign duties and expedite work flow for reservation agents- Increase productivity for all reservations agents and ensure achievement of all departmental goals- Manage all new tasks received from Reservations Manager or Commercial Director in a timely manner- Manage all aspects of reservation department in the absence of Reservations Manager.

• Reservations Agent

  • May 2011 - Mar 2018

  Key responsibilities:- Manage telephone and email enquiries in a prompt and professional manner and in accordance with company standards ensuring accuracy and attention to detail at all times- Understand seasonal and historical trends and work within them to ensure maximum occupancy and average room rates- Identify new contacts, develop sales leads, and respond to sales opportunities in order to maximize revenue- Produce quotations and written confirmation to all clients- Monitor customer satisfaction regularly and resolve any outstanding issues to ensure future business- Responsible for keeping accurate records about customer bookings, payments, and any additional information that hotel staff might need when interacting with a guest- Upselling superior rooms or other packages to the customer- Manage group reservations for tour series (creating groups in all systems, inserting the rooming lists, preparing the group resumes, payment details, special preferences)



Nobel Romania

• Romania
• Professional Training and Coaching

• Customer Service Shift Leader

  • Mar 2009 - Jun 2010

  Responsibilities: Permanently and efficiently supervise each shift’s activities (checking attendance, monitor and process faxes received, monitor and process unapproved orders list, Queue monitoring, identifying coaching/training needs, escalating technical / quality issues) and acting in an efficient manner avoiding crisis; Take escalations from Customer Service Representatives whenever needed;Always be up-to-date on every new product, service, internal procedure or work instruction; Act and perform towards reaching the Department’s and Company’s objectives (qualitative and quantitative), as established by the Management Team.

• Customer Service Team Leader

  • Dec 2007 - Mar 2009

  Responsibilities: Evaluate team-members periodically in accordance with NOBEL ROMANIA Compensation and Appraisal system procedures; Propose incentives for their team-members whenever there are strong facts to sustain them; Organize training sessions or refreshers with his/her team whenever necessary; Complete Daily shift reports, Meeting reports or any other reports as requested by Director of Customer Service; Meet the deadlines set by the Customer Service Manager; Identify, initiate and implement opportunities of improvements regarding internal processes and procedures; Complete additional work assignments or projects as established by Customer Service Manager; Comply with all the company policies that are in force and help in the implementation and communication of the new/old policies to the team-members.

• Processing Support Agent

  • Aug 2006 - Dec 2007

  Responsibilities: Reply to incoming emailed support requests; Provide support via the Live Chat platform; Process refund requests; Manage Corporate Accounts; Process cancellation requests; Process call records requests and challenge responses; Meet the qualitative and quantitative standards; Helping junior agents properly integrate into the team and provide support whenever they require it.

• Customer Service Representative

  • Apr 2005 - Aug 2006

  Responsibilities: Taking calls from Nobel's customers; Provide support to Nobel’s clients reaching the qualitative and quantitative standards required for the high level of customer satisfaction; Calling the customers for order approval purpose; Always be up to date with every new / old procedure, product or service.