Hannah

Implement the hotel's selling strategies to maximize hotel revenues, market share performance and profits. Provide daily, weekly and monthly reporting to corporate on hotel's performance. Load and deploy negotiated/published rate and rate pricing into PMS and channel manager. Provide the operations management team with a 14 day forecast. Manage inventory levels. Maintain distribution channel data integrity. Work with the hotel sales and reservations department as a team.

Head of Reservations Department for the only Five Diamond and Forbes Five Star hotel in Washington DC. Managed 13 employees in the following roles: Reservations Agents (Rooms, Food & Beverage and Spa), Communication Agents, Group Rooms Coordinators, Rooms Controller, Reservations Supervisor and Rooms Management Trainee. Managed room blocks, billing arrangements and inventory levels. Performed audits on the Reservations team to ensure standards were consistently met. Achieved high marks in the Forbes Five Star Audit for 2018 and Leading Quality Assurance (LQA) for 2019.

Head of Reservations Department and managed 5 employees in the following roles: Room Reservations Agent and Reservations Supervisor. Managed room blocks, billing arrangements and inventory levels. Performed audits on the Reservations team to ensure standards are consistently met. Received highest marks on Leading

Quality Assurance (LQA) for 2017, including Outstanding Employee awarded to team member.

Prepared and presented a 90 days forecast on a weekly basis. Provided operations management team with a 7 day forecast. Collaborated with the Public Relations Director on revenue strategies and new promotional offers. Provided critical analysis of strategies, room's statistics and demand factors to Regional Vice President and General Manager, Hotel Manager, Director of Marketing and Director of Finance. Maintained distribution channel data integrity.

Creating an environment where employees have everything they need to do their job proficiently and take care of customers appropriately. Ensuring check-in and check-out procedures are being done in a professional, effective and efficient manner.

Organize and coordinate check-in/pre-registration procedures for arriving groups. Review, track and accommodate requests for room check-out changes when possible; communicate status to appropriate staff. Review out-of-order rooms daily. Ensure rates match market codes and document exceptions. Managing front office operations while handling/resolving guest's incidents. Assist Meeting Planners with special blocking requests for VIP, Entertainment & Delegation guests.

Training new hires and re-training current employees. Administering annual re-certifications for current employees. Performing audits on individuals to ensure they are following brand standards. Demonstrate and encourage new hires with the skills and standards necessary to succeed in their role.

Administered check in and check out procedures effectively and efficiently. Processed payment transactions through credit, debit, cash, and checks. Demonstrated the strong ability to work both independently and as a member of a group. Upsold guests to our premier rooms. Averaged $8,000 in upsells each month, with an exception of one month where $17,000 in upsells was done.

Connected internal and external calls to desired extensions using the Avaya telephone switchboard. Dispatched engineering of maintenance requests throughout the hotel, and enter requests in the Mystique database program. Was asked to train new hires within the communications center of proper procedures, verbiage, and protocol.

Administered check in and check out procedures effectively and efficiently. Processed payment transactions through credit, debit, cash, and checks. Demonstrated the strong ability to work both independently and as a member of a group.

Florida Atlantic University

April 2020

The University of Oklahoma

May 2012

Bachelor of Arts in (Multiple disciplinary) Sociological Sciences and Communication Studies