Reservation Team Leader
Hyatt Hotels Dubai
Total years of experience :19 years, 9 Months
Hyatt Hotels Dubai
Dubai, United Arab Emirates
April 2010 -January 2014
Position: Reservation Team Leader
Duties and Responsibilities: • Ask distribution i.e. emails, faxes and group rooming lists.
• Handling escalated guest issues and complains.
• Conduct weekly briefing.
• Manage the Team breaks and meals allocation.
• Ensure proper attendance by each Associate - Monitoring punctuality.
• Ensure every Agent is well groomed.
• Ensure every Associate is available to answer to incoming calls so as to minimize the lost calls percentage.
• Prepare reports e.g. History and Forecast, daily received calls.
• Assist the Training manager to train the new hires on the required systems.
• Liaise with the Revenue Team to ensure that all rates and promotions are loaded correctly in the Reservations system.
• Check Travel Agent allotment to ensure that bookings are confirmed as per contract.
• Monitor the online systems for Emirates Holidays, White sands, Gullivers and booking.com.
• Monitor and calculate the team's sales conversion.
• Check that all standards are followed through call and email audits.
• Conduct monthly and weekly coaching sessions for the Team.
• Conduct performance appraisals for the team.
• Handle any questions related to the Hyatt's Loyalty program - Gold Passport
• Plan and coordinate team outings and get together.
• Assist the Reservations manager in setting the office goals and targets e.g up selling, sales conversion.
• Conduct refresher trainings with the help of the Training Manager.
Hyatt Hotels Dubai
Dubai, United Arab Emirates
July 2006 -April 2010
Position: Reservation Sales Agent
Duties and Responsibilities: • Answer the telephone promptly and clearly in a courteous and friendly manner at all times.
• Work on the following systems- Reserve, Opera and Lotus
• Be knowledgeable with all the services and products offered by Hyatt worldwide.
• Book and confirm hotel reservations for any Hyatt Hotels around the world.
• Assist in visa processing for those who intend to visit the U.A.E.
• Access on- line bookings through supplier net by Gullivers Travel, White Sands and Emirates Holidays and accordingly create the booking requests.
• Ensure that group bookings from the 3 properties such as Park Hyatt, Grand Hyatt and Hyatt Regency are promptly action upon accuracy.
Hyatt Regency Hotel
Dubai, United Arab Emirates
September 27, 1997- June 30 2006
Position: Guest Service Officer (Communication Center)
Duties and Responsibilities: • Answer external and internal calls courteously in line with Hyatt standard.
• Ensure guests complaints are properly noted down and relayed immediately to concerned departments.
• Responsible for handling and screening all incoming calls to avoid any unwanted and nuisance calls.
• Update list of all "do not disturb guests" and guests' location
• In charge of giving call time and arranging transportation of the airline crew.
• Work on the following systems- Opera, Lotus Notes.
Arenco Real Estate
Dubai, United Arab Emirates
November 19, 1995 - December 18, 1996
Position: Telephone Operator Cum Receptionist
Duties and Responsibilities: • Facilitate guests' check in and check out.
• Answer external and internal calls politely and promptly.
• Ensure that guests messages are taken accurately and delivered immediately.
Alegre Beach Resort
Sogod, Cebu, Philippines
August 16, 1993 - September 26, 1995
Position: Front Office Receptionist/Cashier
Duties and Responsibilities: • Facilitate guests' check in and check out.
• Ensure guests' bill are properly audited for payment.
• Take pre-authorization of credit cards.
• Arrange hotel transfers.
• Confirm airline tickets.
Others: Has a valid UAE driving license and a transferable visa
Bachelor of Arts in Philosophy and Theology 1983-1991 San Carlos Seminary Cebu City, Philippines
St. Paul School of Medellin 1979-1983 Medellin, Cebu, Philippines Secondary Level
Medellin Central School Medellin, Cebu, Philippines Primary/ Elementary Level