Opera
Verryl Barilea
Reservations Manager
Muscat,MA
Summary
Friendly Reservation Manager with proficiency in interacting effectively by telephone with guests of diverse ages, backgrounds and interests. Projects service-mentality with warm, caring attitude while maintaining efficiency and optimizing revenue. Offering 13 years of experience in hotel industry.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
1
1
Language
Work History
Reservations Manager /M&E Officer
Radisson Blu Hotel Muscat
Muscat
05.2012 - Current
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
- Actively listened to customers, handled concerns quickly and escalated major issues to concerned department
- Received and processed room bookings into inventory management system.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handle reservation procedures in a hotel and perform various duties as requested by general managers.
- Sorting correspondence, assigning tasks, reviewing arrival reports, predicting occupancy degrees, implementing hotel procedures, paying special attention to VIP guests, and maintaining relationships with clients.
- Arranged for group hotel bookings in collaboration with sales department for weddings and special events.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Worked closely with front desk to achieve full occupancy of property.
- Created rate plans and worked with revenue manager to boost occupancy and average achieved room rate.
- Maintained accurate records of bookings on hotel reservation system and forecasted probable revenue streams.
- Manages meetings, birthday, team buildings or any special events bookings. Ensure that all requirements during the events are complete and are met with high customer satisfaction
- Working closely with executive chef and food and beverage mangers for finalizing menus and offers
- Processing proposals and contracts for groups and meeting and events
- Creating banquet event orders, event signage and proforma invoices. Ensure that all events are paid at the same time.
Shift Leader
Radisson Blu Hotel Muscat
Muscat
05.2010 - 05.2012
- Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
- Trained new employees and delegated daily tasks and responsibilities.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Worked flexible schedule and extra shifts to meet business needs.
- Maintained secure cash drawers of OMR 1,000.000 per shift, promptly resolving discrepancies in daily totals.
- Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
Receptionist
Radisson Blu Hotel Muscat
Muscat
05.2008 - 05.2010
- Managed multiple tasks and met time-sensitive deadline
- Managed multi-line phone system directing individuals to desired personnel and providing general information about operations.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Kept accounts in balance and ran daily reports to verify totals.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Maintained transaction security by verifying payment cards against identification.
- Collected room deposits, fees and payments.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Informed guests of hotel security features and offered details regarding fire and emergency procedures.
Education
Bachelor of Science - Pharmacy
San Pedro College
Davao City, Philippines 06.2003 - 04.2007
Skills
Making Reservations and Group reservations management
Managerial skills
Daily workflows
Strong verbal and written communication
Cash Handling
Knowledgeable in Opera system, Microsoft excel
Office administration
Documentation and reporting
Customer and client relations
Software
EMMA
Microsoft word and excel
Timeline
Reservations Manager /M&E Officer
Radisson Blu Hotel Muscat
05.2012 - Current
Shift Leader
Radisson Blu Hotel Muscat
05.2010 - 05.2012
Receptionist
Radisson Blu Hotel Muscat
05.2008 - 05.2010
Bachelor of Science - Pharmacy
San Pedro College
06.2003 - 04.2007