Matthews Mejia
Quezon City, Metro Manila
Summary
Dynamic professional with a proven track record at IHG Hotels and Resorts, excelling in luxury sales and service. Demonstrated expertise in coaching techniques and upselling strategies, significantly enhancing customer satisfaction and sales targets. Known for exceptional patience, composure, and a customer service focus, adept at fostering team collaboration and driving revenue growth.
Overview
6
6
years of professional experience
Work History
Luxury Sales and Service Peer Coach
IHG Hotel and Resorts
08.2023 - Current
- Achieved sales targets consistently by utilizing persuasive communication skills and product expertise.
- Drove team revenue totals by bringing in top sales numbers.
- Exhibited high energy and professionalism when dealing with guests.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Facilitated group sessions on various topics, fostering collaboration and peer support among participants.
Reservation Sales Specialist
IHG Hotels and Resorts
05.2021 - 07.2023
- Enhanced customer satisfaction by efficiently handling reservation inquiries and providing accurate information.
- Negotiated corporate rates with prospective clients while adhering to company guidelines, leading to an increased number of contracts signed.
- Collaborated with team members to consistently meet or exceed monthly sales targets set by management.
- Reduced call wait times by effectively managing high call volumes and prioritizing tasks accordingly.
- Improved overall efficiency within the team by implementing new organizational methods when handling customer data.
Front Office Team Leader
Marriott Hotels
08.2019 - 11.2020
- Monitored employee performance through regular evaluations, identifying areas for improvement and providing constructive feedback.
- Interviewed, hired, coached, and developed front office associates.
- Assisted guests by displaying knowledge of hotel property, local attractions, and hours of operation of hotel outlets and services.
- Collaborated with housekeeping to ensure timely room availability and optimal guest experience.
- Coordinated with maintenance teams to address facility issues promptly, reducing downtime in affected rooms or areas.
Education
Bachelor of Arts - Hotel And Restaurant Management
Our Lady of Fatima University
Valenzuela, Metro Manila, Philippines03-2019
Skills
- Active learning
- Patience and composure
- Customer service focus
- Self-awareness
- Coaching techniques
- Sales support
- Empathy development
- Feedback delivery
- Upselling strategies
Accomplishments
-Pinnacle of Excellence Awardee for year 2024
-Elevate Awardee, June 2024
-Ranked 1st in 1st Quarter of Luxury Reservations
-Best Guest Services Award Finalist - Bloomington Diamond Awards 2020, Minnesota, USA
Timeline
Luxury Sales and Service Peer Coach
IHG Hotel and Resorts
08.2023 - Current
Reservation Sales Specialist
IHG Hotels and Resorts
05.2021 - 07.2023
Front Office Team Leader
Marriott Hotels
08.2019 - 11.2020
Bachelor of Arts - Hotel And Restaurant Management
Our Lady of Fatima University
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