Anuradha Ladi
Reservations Manager
Doha,Qatar
Summary
Experienced Reservations Manager with strong leadership and relationship-building skills. Results-focused management professional offering 15 years of progressive leadership experience. Organized and diligent, with excellent written, oral and interpersonal communication skills Enthusiastic and eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Willingness to take on added responsibilities to meet team goals.
Overview
11
11
years of professional experience
24
24
years of post-secondary education
1
1
Language
Work History
Reservations Manager
The St Regis Doha
Doha, Qatar
11.2018 - Current
- Leading Integration 18 Team from Starwood to Marriott Hotels and recognized by General Manager and Area Director Revenue.
- Managing Reservations department including training, coaching and evaluating reservation associates.
- Conducted trainings for Team on various Marriott systems like MARSHA, Empower and upgraded Opera version of 5.1
- Created and loaded rate plans for companies, packages and as promotions in HPP and updating EFast for Expedia and Booking.com.
- Suggested various packages and facilities to guests, helping each find perfect accommodations to fit personal needs.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Maintained accurate records of every reservation entered by checking Rate codes, market segments, rates and guest profiles.
- Preparing reports as requested by Director of Revenue.
Reservations Manager
Bulgari Resort
Dubai, United Arab Emirates
08.2017 - 03.2018
- Creating Training manual for the team which included Marriott & Bulgari History, Hotel Fact sheet, Information Room & Villa configuration, Room description, Floor plans, Food and Beverage outlets, Limousine price list, Marsha training guide, Marsha mini hotel guide.
- Preparing SOP’s for Cancellation, No Show, Late departure and early check-in, Billing comments for Reservations and Front Office.
- Created Confirmation letters, Rate Offer letters, Pro-forma Invoice, complimentary & Upgrade forms as per Bulgari standard.
- Contracted Marhaba (Meet & Greet services) and trained the Reservations colleagues to book the services for our guest’s.
- Call system follow-up to understand and track calls after opening of the Hotel to maintain staffing during peak periods.
Reservations Manager
Marriott Marquis City Center
Doha, Qatar
04.2015 - 08.2017
- Reporting to Director of Revenue.
- Supervises daily Reservation Sales operations and ensures compliance with all policies, standards and procedures.
- Helps to manage agent occupancy, call per hour, revenue per call to maximize revenue by maintaining Call efficiency report on daily basis.
- Participates in departmental meetings and continually communicates clear and consistent message regarding Reservation Sales Department’s goals to produce desired results.
- Shares GSS score and emphasizes guest satisfaction.
- Analyzes performance reports and daily statistics.
- Implements performance driven strategies to accomplish team goals.
- Complete Monthly Reservations Balance Scorecard and follow International Reservation Sales Manager’s Guide to Operation Standards Effectively responds to and handles guest problems and complaints.
- Attend Guest voice meeting on weekly basis and create action plan for Reservations to deliver Brilliant service to Guest.
- Participates in quality control audits for associates and gives appropriate feedback to improve individual hospitality skills.
- Communicates performance expectations in accordance with job descriptions for each position.
- Participates in associate performance appraisal process, providing feedback as needed.
- Establishes and maintains open, collaborative relationships with associates and ensures associates do same within the team.
- Actively solicits associate feedback, utilizes an “open door” policy and reviews associate satisfaction results to identify and address associate problems or concerns.
- Participates in associate progressive discipline procedures.
- Ensures policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports Peer Review Process.
- Ensures that regular on-going communication is happening with associates to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
- Celebrates successes and publicly recognizes contributions of team members; ensures associate recognition is taking place on all shifts.
- Participates in on-going associate recognition program.
- Scored 100% in Associate Engagement survey.
- Create and implement recognition programs that highlight and encourage strong performance and good behavior of team members.
- Understands impact of department’s operations on the overall hotel financial goals and objectives and manages to achieve or exceed goals.
Reservations Manager
Sofitel Mumbai BKC
Mumbai, Maharashtra
03.2012 - 04.2015
- To lead reservations team and optimize room sales by ensuring all bookings are entered in Resaweb for maximum optimization & meeting target of 90% per month To generate new business & Revenue by tele-calling Companies.
- Monitoring calls and presenting call conversion report in Revmax meeting To check and brief the team about daily pickup of Room Nights & Revenue vs Budgeted Room nights and Revenue and ensuring team understands and has clear guidelines about selling strategy of the day.
- Review reservation booked daily to understand and analyze booking patterns & market trends.
- To check and review cancellation, No Show and Upgrade report to understand reason and highlight the same to Sales Manager.
- Meet the 3rd party & Local Travel Agents regularly.
- To check arrivals of next day and highlight VIP’s
- Training Team on IFH Mystery calls to achieve 95% and above.
- Maintain cordial relations with commercial clients and identify their needs to ensure their repeat business.
- Identifying Top Producing Accounts and ensuring proper recognition by Reservation staff Preparing incentives for the Team and motivate them by encouraging to sell higher room categories & Package to increase the ADR Sales Skills Follow-up for bookings and send promotion & offers of the Hotels on regular basis To identify & do a research on New Companies to create database for tele-calling.
- To call up the new companies and check on requirement for Hotels & travel related information.
- Issuing Rate letters from reservations to close the business.
Reservations Manager
Hyderabad Marriott Hotel, Convention Centre and Courtyard, Marriott
Hyderabad, Telangana
09.2008 - 08.2010
- Reporting to Director of Sales and Marketing Coordinate functions of supervising, assigning tasks and monitoring work load of each agent to ensure a smooth operation in reservations office.
- Provide guidance and assistance to reservations agents in special requests or problems that may arise in the department.
- Handle staff scheduling and administrative report requirements.
- Review Performance Development for team members Handling special projects delegated by Director of Sales & Marketing Monthly Reports To monitor group reservations activities and cut-off schedules.
- To implement inventory control and selling strategies agreed during Revenue meetings To review all arrivals during tight periods to minimize unexpected "wash" or attrition.
- To monitor call handling so that opportunities in up selling are maximized.
Education
F.Y.B.A - Arts
Mumbai University
Mumbai 03.1997 - 03.2021
Skills
Excellent communication skills
undefinedTimeline
Reservations Manager
The St Regis Doha
11.2018 - Current
Reservations Manager
Bulgari Resort
08.2017 - 03.2018
Reservations Manager
Marriott Marquis City Center
04.2015 - 08.2017
Reservations Manager
Sofitel Mumbai BKC
03.2012 - 04.2015
Reservations Manager
Hyderabad Marriott Hotel, Convention Centre and Courtyard, Marriott
09.2008 - 08.2010
F.Y.B.A - Arts
Mumbai University
03.1997 - 03.2021
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