GISELE GAISER
Roermond
Summary
Experienced Reservations & Revenue Agent with 15+ years in hospitality and reservations, along with a strong background in revenue support. Skilled in handling customer inquiries, processing bookings, and resolving issues efficiently to boost customer satisfaction. Proven track record of managing reservations and upselling additional services for guest satisfaction. Currently excelling in revenue support tasks like generating reports, running CRM data, and analyzing revenue. Proficient in administrative duties to maximize revenue opportunities and maintain thorough call notes. Ready to contribute expertise to a customer-focused team for a seamless client experience.
Overview
14
14
years of professional experience
Work History
Revenue & Reservations Agent
Charles Hope Serviced Apartments
12.2022 - Current
- Perform chart tidying across all locations every morning and afternoon to maximize revenue opportunities.
- Collate notes and actions from internal and external calls to ensure key information is recorded.
- Update Daily Revenue Reports to reflect the latest financial data.
- Refresh agent extranet pricing regularly to ensure pricing is up-to-date.
- Conduct daily booking checks to confirm that company details and all relevant booking information are accurately recorded, ensuring proper reporting.
- Update offers and multipliers in extranets to align with current promotional strategies.
- Regularly update pricing in the agent extranet to maintain competitive and accurate pricing.
- Support with mapping rates and assist in the initial setup and on-boarding of new channels.
- Update CRM/RD systems with the latest progress and changes for assigned revenue-related projects.
- Contribute ideas for process improvements to streamline revenue-related tasks and enhance operational efficiency.
- Identify and highlight revenue generation opportunities across multiple channels.
- Create and manage local and seasonal event lists for all locations to enhance guest engagement and support marketing efforts.
- Handle incoming reservation inquiries via phone, email, and online booking platforms.
- Provide detailed information about apartment features, availability, rates, and special offers.
- Process and confirm bookings accurately and efficiently in the reservation system.
- Update and maintain accurate records of reservations and client information.
- Respond promptly to customer inquiries, delivering professional and courteous service.
- Assist guests with special requests and modifications.
- Resolve issues or complaints related to reservations in a timely and effective manner.
- Promote and up-sell additional services and amenities to enhance the guest experience.
- Identify and convert inquiries into confirmed bookings.
- Liaise with the Guest Services and Operations teams to ensure apartments are ready for guest arrivals.
- Monitor and manage inventory to optimize occupancy rates.
- Assist with reporting and analyzing reservation trends and performance.
Reservations Agent
The Capetonian Hotel
11.2019 - 12.2022
- Facilitated reservations for hotel and restaurant services.
- Negotiated competitive rates with clients to drive bookings.
- Up sold room options to increase revenue.
- Received and processed payments with attention to detail.
- Provided concierge services and maintained excellent guest relations.
- Troubleshot and resolved booking concerns.
- Assisted guests with site inspections to showcase facilities.
- Utilized advanced knowledge of Apex, Plus Point, and Microsoft Office Suite.
- Collaborated with other departments to enhance operational efficiency.
- Assisted the Food & Beverage Manager with restaurant reservations.
Reception Supervisor
Asara Wine Estate & Hotel
05.2016 - 11.2019
- Oversaw reservations after hours and on weekends.
- Managed a busy switchboard seamlessly.
- Handled check-ins and check-outs efficiently.
- Received and processed guest payments.
- Managed the cash float with precision.
- Provided concierge services and maintained guest relations.
- Conducted stock control, including inventory checks and ordering office supplies.
- Troubleshot operational issues effectively.
- Monitored and distributed staff keys responsibly.
- Assisted guests with site inspections to enhance their experience.
- Trained new staff members, ensuring adherence to service standards.
- Served as the Front Office Health and Safety Representative.
- Collaborated with other departments as needed.
- Actively participated as a Health and Safety Representative for one year.
- Served as a member of the Employee Equity Committee for two years.
Hotel Receptionist
Ruslamere Hotel, Spa, Conference Centre
07.2015 - 05.2016
Restaurant Server & Supervisor
Workaway International
10.2011 - 05.2015
- Company Overview: Participated in a Seasonal Work Program in the United States, where I gained experience working at prestigious country clubs across the country.
- I participated in a Seasonal Work Program in the United States, where I gained experience working at prestigious country clubs across the country.
- During the Winter season (October to May), I was employed at Boca West Country Club.
- Additionally, I worked at Glen Oaks Country Club in New York during two consecutive Summer seasons (May 2013 to October 2013) and at The Philadelphia Country Club (May 2014 to October 2014).
- Participated in a Seasonal Work Program in the United States, where I gained experience working at prestigious country clubs across the country.
Education
Advanced Diploma -
Institute for Hospitality Training
12.2011
Skills
- Customer Service
- Upselling Skills
- Attention to Detail
- Communication Skills
- Microsoft Office
- Time Management
- Hospitality Management
- Conflict Resolution
- Team Management
- Business Administration
- Business Efficiency
- Occupational Safety and Health
- Site Inspection
- Courtesy
- Adaptability
- Knowledge of Hospitality
- Reservation Management
- Administrative Operations
- Customer Relationship Management
- Sales
- Professional Services
- Event Management
- Ability to Multitask
- Interpersonal Skills
- Problem Solving
Languages
English
Afrikaans
Timeline
Revenue & Reservations Agent
Charles Hope Serviced Apartments
12.2022 - Current
Reservations Agent
The Capetonian Hotel
11.2019 - 12.2022
Reception Supervisor
Asara Wine Estate & Hotel
05.2016 - 11.2019
Hotel Receptionist
Ruslamere Hotel, Spa, Conference Centre
07.2015 - 05.2016
Restaurant Server & Supervisor
Workaway International
10.2011 - 05.2015
Advanced Diploma -
Institute for Hospitality Training
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