RACHEL GILAY
Cebu City
Summary
Proactive and meticulous Hotel Cluster Manager with over 10 years of experience in the hotel reservation industry. Proficient in inventory control, sales, staff training, and development. Customer-oriented team player excelling at generating optimal satisfaction levels while building profits and client generation. Proven track record in managing bookings and customer relations. Strong organizational skills and attention to detail ensure seamless reservation processes. Effective team collaborator, adaptable to changing needs, and results-driven. Skills in customer service, problem-solving, and reservation software enhance client satisfaction.
Overview
17
17
years of professional experience
Work History
Reservation Supervisor
EVT Hotels NZ Group - Rydge’s Hotel & Resort & QT Hotel
06.2023 - 01.2024
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings
- Maintained knowledge of property offerings and local attractions, providing personalized recommendations for guests'' needs and preferences.
- Improved customer satisfaction by efficiently handling reservation inquiries and providing exceptional service.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills
- Provided customers with information about availability and pricing
- Process reservation request from various sources
Reservation Consultant
BPO Online Reservation
01.2022 - 03.2022
Reservations Manager
Best Western Plus /The Venue Res.-BWI GROUP-USA
06.2014 - 12.2020
- Maintained accurate records of bookings on hotel reservation system and forecasted probable revenue streams
- Created rate plans and worked with international revenue manager to boost occupancy and average achieved room rate
- Adjusted sales strategies to changing conditions, such as increased local competition and decreased industry rates
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills
- Check and process booking from all source/STR Report
- Process and approve commission payables from OTA
- Assisted front office staff in managing walk-ins or last-minute changes during peak periods, maintaining smooth operations and guest satisfaction levels.
- Effectively resolved guest issues related to reservations, resulting in satisfied customers and positive reviews.
- Maintained strong relationships with key clients, resulting in repeat business and increased bookings.
- Monitored inventory levels across multiple booking channels, preventing overbooking incidents and maximizing room revenue opportunities.
- Handled special requests from guests with utmost professionalism, personalizing their stay experience whenever possible.
- Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Assistant Reservations Manager
Le Royal Hotels, World Hotel's Group
01.2010 - 06.2014
- Acting manager in all given task of department
- Give updates and reports to Operation Manager regarding booking and all types of reservation
- Coordinate with Director of Sales in formulating ideas, and resolution to department's challenges
- Handles all booking reservations from CRS/GDS/PEGASUS
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
- Assisted in organizing and overseeing assignments to drive operational excellence
- GROUP & INDIVIDUAL VISA- documentation & application
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
- Handled billing information over phone.
- Boosted revenue with upselling additional services such as room upgrades, meal plans, and special event bookings.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
Senior Supervisor Central Reservation Unit
Le Meridien Hotels, Kuwait STARWOOD GROUP
01.2009 - 01.2010
- Fostered effective communication by providing constructive feedback and sharing knowledge across business lines
- Identified areas of conflict among team members and immediately worked to resolve those issues using negotiation and active listening
- Coordinated, supervised, and evaluated work of subordinates and reallocated staff and resources to meet performance requirements
- Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills
- Provided customers with information about availability and pricing
- Process reservation request from various sources
Receptionist/PBX
Holiday Inn, Kuwait-IHG GROUP
01.2007 - 01.2009
- Confirmed appointments, communicated with clients, and updated client records
- Responded to inquiries from callers seeking information
- Corresponded with clients through email, telephone, or postal mail
- Managed multiple tasks and met time-sensitive deadlines
- Handled assignments independently with good judgement and critical thinking skill
- Check-in and check-out guest
Education
Bachelor of Science - Hotel and Restaurant Management
UNIVERSITY OF CEBU
PHILIPPINESSkills
- Reservation Software
- OPERA
- PMS
- CRS
- Yield Management
- Customer Accounts Management
- Customer Engagement
- Microsoft Office
- Time Management
- Brain Tree
- Share works
- Superior Customer Service
- Communication Skills
- Computer Literacy
- Organize
- Interpersonal Skills
- Accuracy and speed
- Industry awareness
- Telephone reservations
- Customer engagement
- Phone etiquette
- Upselling proficiency
- Hotel accomodations
- Transportation information
- Teamwork and collaboration
- Customer service
- Attention to detail
- Problem-solving abilities
- Multitasking Abilities
- Critical thinking
- Team collaboration
- Adaptability and flexibility
- Decision-making
- Cash handling
- Relationship building
- Microsoft office
- Product knowledge
Accomplishments
- Employee Appreciation for Outstanding Excellence Superior performance and Accomplishment-Holiday Inn (IHG GROUP)
- Special achievement award for Outstanding service and performance Le Royal Hotel-WORLD HOTELS GROUP
Languages
English
Arabic
Phone
- Viber/WhatsApp, +640220234069
- Mobile, +6309623078547
Timeline
Reservation Supervisor
EVT Hotels NZ Group - Rydge’s Hotel & Resort & QT Hotel
06.2023 - 01.2024
Reservation Consultant
BPO Online Reservation
01.2022 - 03.2022
Reservations Manager
Best Western Plus /The Venue Res.-BWI GROUP-USA
06.2014 - 12.2020
Assistant Reservations Manager
Le Royal Hotels, World Hotel's Group
01.2010 - 06.2014
Senior Supervisor Central Reservation Unit
Le Meridien Hotels, Kuwait STARWOOD GROUP
01.2009 - 01.2010
Receptionist/PBX
Holiday Inn, Kuwait-IHG GROUP
01.2007 - 01.2009
Bachelor of Science - Hotel and Restaurant Management
UNIVERSITY OF CEBU
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