Sales Agents Customer Service

Nicole Lee

********@*****.*** 407-***-****

Professional Statement

Resolute professional with extensive knowledge of daily reservations processes and operations including occupancy, inventory, special reservation processes, group reservations, cutoff dates -and restrictions, implementing policies and procedures while monitoring, mentoring, and developing an extraordinary team of employees. Additionally, I possess experience and knowledge in various facets of the Hospitality industry, including scheduling, counseling, evaluations, hiring processes, budgets, and report management.

Initiative-taking leader: demonstrated by working independently, as a member of a team as well as cross-functionally to meet the priorities of multiple tasks and projects. Demonstrated strengths include superior customer service and people skills, the ability to guide and influence people, problem/conflict resolution, focused listening and decision-making, time management, prioritization, the ability to work strategically and strong organizational skills.

Areas of Expertise

Team Management

Train and onboard new Reservation Sales Agents

Coach and counsel Reservation Sales Agents for quality assurance

Function as a trusted advisor to the teams, sharing and advising on best practices

Train employees on job specific programs such as Amadeus TravelClick, NAVIS and Maestro

Ensure quality data entry into both NAVIS and Maestro, utilizing daily audit reports to warrant optimal execution and results

Identify opportunities and strategize for improved outcomes by reviewing Vacation Planning Center, KPI data daily, weekly, and monthly to monitor performance of team.

Provide essential reporting and documentation to upper management outlaying the successes and opportunities of the Reservations Department

Monitor and audit agent sales calls and coach agents as necessary to provide guidance and employee development as well as to ensure proper classification of lead calls and compliance

Manage financial controls including cash management, shrinkage, labor, and operating expenses

Supervised all department employees, ensuring work quality, productivity, and appropriate use of resources.

Support the Online Travel Agency (OTA) Reservations team using the Amadeus PMS interface

Vacation Planning

Outbound lead follow-up to potential and existing customers via telephone and e-mail to qualify leads and sell products and services

Convert a high volume of inbound calls and sales leads into cruise sales, building and maintaining a positive relationship with current and potential customers

Book cruises emphasizing salable features while developing and nurturing relationships with both travel agencies and direct clients

Booked reservations for two properties in Florida using SMS Host and NAVIS while maintaining a high standard of customer service and hospitality

Assist with overflow wholesale and third-party reservations as needed as well as transient call volume as needed to minimize number of abandoned calls

Ensure accuracy of reservations by reviewing future arrivals for accuracy and rooming issues

Handle guest call escalations and overflow guest reservation calls as needed

Monitor reservations waitlist and courtesy hold fulfillment for maximum booking opportunity

Process End of Day User Transaction Reports and documentation

Manage monetary transactions, credit card payments, while ensuring security and trust

OTA/Wholesale

Supervised and assisted both OTA and Reservation Sales Agents with guest service and department needs

Utilize the Amadeus PMS System, processes Third-Party reservations, cancellations, no-shows

Knowledge of the Amadeus system by analyzing performance, managing rates and availability, and troubleshooting in the PMS Reservations and PMS Interface Messages

Managed overflow wholesale and third-party reservations

Extensive contract knowledge of wholesale-specific criteria

Train employees on OTA processes

Nicole Lee

********@*****.*** 407-***-****

Professional Experience

AMAWaterways – Calabasas, CA (2023-2024)

River Cruise Specialist

Pink Shell Beach Resort & Marina- Ft. Myers Beach, FL (2015-2023)

Reservations Manager

Vacation Planning Supervisor

OTA Wholesale Department Agent

Vacation Planning Specialist

Systems Expertise

Amadeus

Maestro

Navis

Springer Miller Systems

Slack

Microsoft Office

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