Opera
Fatima Fernandes
Reservation Manager-Revenue Management, Inventory Management
Mapusa
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
15
15
years of professional experience
2
2
Certifications
1
1
Language
Work History
Reservation Manager
Resort Rio 5 star Deluxe
Goa
05.2022 - Current
- Inventory Management- 254 Keys
- Maintain Business relationship with the Travel agents
- Plan strategies to convert direct bookings and maximise on the Average Room Revenue .
- Create upselling plans and train the team to upsell the packages
- Handled reservations and answered questions from interested patrons for busy 254-room hotel.
- Maintained awareness of types of rooms available in different resort locations.
- Provide customers with information about availability and pricing.
- Suggest various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Evaluate employee performance and conveyed constructive feedback to improve skills.
- Use industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Improve staffing during busy periods by creating employee schedules and monitoring call-outs.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Reservation Manager
Hard Rock Hotel Goa
Calangute
11.2013 - 01.2020
- Manage online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Maximize performance by monitoring daily activities and mentoring team members.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Prepared annual budgets with controls to prevent overages.
- Accomplished multiple tasks within established timeframes.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Kept detailed records of daily progress to identify and correct areas needing improvement.
- Developed and maintained relationships with customers and suppliers through account development.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
Reservation Assistant Manager
Country Inn & Suites by Carlson Goa
07.2012 - 10.2013
- (Internal promotion)
- Working from
Reservation Executive
Adamo-The Bellus
01.2007 - 05.2011
- Having knowledge of the entire Reservation Procedure according to
- International Hotel manual system
- Aggressively manage rates, promotions and inventory for seamless distribution across all channels to increase room revenue
- Maximize profitability through yield management and analysis of Star report to achieve maximum occupancy, ADR and RevPAR
- Handle guest complaints and ensure a positive outcome for both hotel and guest
- Oversee yearly charter and wholesale rate build out for new contracts
- Prepare weekly rolling three-month forecasts with a 12-month pace bi-weekly to show need periods for hotels
- Participate in setting the budget for the financial year
- Review reservations booked daily
- Review arrival reports daily
- Responsible for training staff
- Responsible for implementation of policies and procedures
- Responsible for recording Company/Travel Agent Rates both in system and correspondence file
- Liaise with the Sales Department in regards to occupancy, Rates Reservation's
- Analysis
- Identify Top Producing Accounts ensure proper recognition by
- Reservation staff ∙ Monitoring Telephone Manner and general performance of reservations staff daily
- Ensure special handling of repeat guests and very VIP guests
- Review room blocking for Long Stay
- Suites and special group requests
- Supervising Group Reservations
- Maintain cordial relations with commercial clients.
Sales Executive
02.2009 - 08.2009
- Months) My Trip to Goa Travel
- Agent Panaji
- Handle the web site reservations as well as the phone queries of the clients
- 2 Give the best rates for the clients and convert sales calls into business
- Get in touch with the hotels and get good TAC percentages and maintain a good relationship with them
- Update the rates of the hotels on the web site as the seasons
- Check the pending queries and do the follow up
- Take feedback from the guest the day next of their check in
- Take group bookings and organize for their requirements
- Give the detailed information of the holiday package to the clients
- Do the reservations and correspond with the hotel as well
- Coordinate for the pickup of the client from the airport and the railway station.
Guest Relation Associate
Country Inn & Suites by Carlson
09.2007 - 12.2008
- 1yr ,3 months)
- Monitor complaints & take measures to ensure complaint reduction
- Take the feedback from the guest at the time of check out
- Ensure that the guests have a comfortable and a very good experience in the resort
- 4 Resolve guest problems quickly, efficiently and courteously
- Maintain statistics on rooms and reservations, arrivals and departures, average occupancy rates and related information
- Ensure that the guest has a pleasant stay by supervision of room allocation, smooth check-in and check-out, special requirements of the guest
- Ensure through regular monitoring of guest feedback form, prompt, efficient and accurate service to all guests
- Ensure that all statutory requirements for in-house guests are met
- Anticipate and intervene in all incidents of guest dissatisfaction and attempts to satisfy all such guests, within hotel policy
- Respond to positive and negative comments expressed in comment cards and develop strategies to improve comment card results
- To pre-arrange and brief a suitably qualified photographer to photograph VIPs upon arrival
Customer care executive
Holiday Inn Resort Goa
03.2007 - 09.2008
- Greet guests on arrivals and provide timely assistance at check-in point 13 Assist all VIPs for expeditious check-in at the hotel and escort them to their rooms 14
- Assist Lobby Manager with all Group arrivals to expedite check informalities, baggage handling, etc
- Personally, inspect all rooms blocked for VIPs and take corrective action through Departmental Heads.
Education
Certificate -
Divine Providence Convent High School
Higher Secondary School Certificate - undefined
Rani Parvati College of Arts
Bachelors in Arts - undefined
Certification in Revenue Management - undefined
Skills
undefined
Additional Information
- Thoroughly conversant with the software package Opera Xpress.5.0(9yrs) 19 Knowledge of IDS software knowledge of Computers in word, excel and PowerPoint Worked with channel managers Stash, Maxi mojo and Ezee solutions Worked with CHW express for Carlson worldwide Worked on SynXis for Hard Rock APPRECIATION Received Letters of Appreciation in recognition of hard work and successful handling of Operations from: (I) Country Inn & Suites by Carlson Goa (copies enclosed) I CAN Take the responsibility of any job that requires sincerity and dedication and Work under very stringent conditions I BELIEVE Things may be difficult - very difficult, but never impossible
Accomplishments
- Pre opened 3 Hotels in Goa , worked with 100+ Keys
- Successful Team builder, Build and supervised team of 5 staff members
- Setting up of the SOP's and plan of action for the launch
- Specialist in inventory management
Software
IDS
Synxis
CHW express
Staah Channel Manager
Microsoft word, excel & Power point
Maximojo Channel manager
Certification
CM - Certified Manager Certification
Interests
Reading
Swimming
Bird Watching
Timeline
Reservation Manager
Resort Rio 5 star Deluxe
05.2022 - Current
Reservation Manager
Hard Rock Hotel Goa
11.2013 - 01.2020
Reservation Assistant Manager
Country Inn & Suites by Carlson Goa
07.2012 - 10.2013
Sales Executive
02.2009 - 08.2009
Guest Relation Associate
Country Inn & Suites by Carlson
09.2007 - 12.2008
Customer care executive
Holiday Inn Resort Goa
03.2007 - 09.2008
Reservation Executive
Adamo-The Bellus
01.2007 - 05.2011
Certificate -
Divine Providence Convent High School
Higher Secondary School Certificate - undefined
Rani Parvati College of Arts
Bachelors in Arts - undefined
Certification in Revenue Management - undefined
CM - Certified Manager Certification
Certified Revenue Manager
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