Hospitality leader with a proven track record of consistently exceeding job goals.

  More than eight years of valuable, hands-on experience managing reservations operations.

  Outstanding listening, verbal communication and interpersonal skills to gain the trust, confidence and respect of guests and co-workers.

  Experience leading and training a team of reservations staff to maximize their potential and excel.

  Solid time management, attention to detail and organizational skills, including prioritizing tasks.

  Proficient with Microsoft Office; Opera; and Visual One software systems.

Reservations Management Team Building/Leadership Staff Management/Training

Guest Relations Problem Solving Report Generation

Reservation Manager, Georgetown Suites Washington, DC May 2007-Feb. 2016

  Led daily operations of the Reservations Department, including leading a team of staff members.

  Mentored, motivated and coached employees to provide an exceptional guest experience.

  Instructed team members about how to build and maintain rapport with guests and answer questions.

  Educated and trained staff members on best use of computer systems and technology.

  Communicated effectively with prospective and existing guests in person, over the phone and via email.

  Maintained responsibility for inputting all group blocks and rooming lists in Visual One.

Reservation Agent, Hotel Washington Washington, DC Aug. 2006-May 2007

  Collaborated effectively with a diverse team of colleagues to provide outstanding guest service.

  Booked reservations for customers in a friendly, professional and timely manner.

  Worked well to complete reservations over the telephone.

  Operated a computer to input all OTA reservations into the Opera software system.

  Served as a key liaison for the front desk, including assisting with special guest accommodations.

Previously:

Hilton Silver Spring Silver Spring, MD June 2001-Aug. 2006

Reservation Supervisor

  Displayed solid leadership skills while managing the Reservations Department at this leading hotel.

  Promoted to this position of greater responsibility for exceeding performance in previous role.

  Led a team of employees to maximize their potential and excel at this high-volume, 298-room hotel.

Guest Service Agent

  Also served as an Emergency Coordinator, managing telephone communications and providing directions to the Emergency Response Team.

Night Manager/Night Audit

  Showcased excellent management skills while handling overnight operations and security.

Certificate, International Hotel Training School Capitol Heights, MD