Reservation Specialist

**Core Hard Skills:**

- Reservation Management Systems (Amadeus, Sabre, Opera PMS)

- CRM & Booking Software (Salesforce, Zendesk)

- Data Entry & Database Management

- Channel Distribution & OTA Integration

- Multi-platform Communication (Chat, Email, Phone)

**Soft Skills:**

- Exceptional Customer Service & Interpersonal Skills

- Problem Resolution & Conflict Management

- Multitasking & Time Management

- Adaptability & Quick Decision-Making

- Cultural Sensitivity & Multilingual Communication

*Senior Reservation Agent*

*Grand Vista Hotel, New York, NY*

June 2022 – Present

- Managed daily reservations for over 200 guests, ensuring accurate room allocations and special requests.

- Reduced booking errors by 15% through implementation of a double-check verification process.

- Coordinated with the marketing team to promote seasonal packages, increasing direct bookings by 20%.

- Trained new staff on Amadeus and Opera PMS, improving team efficiency.

*Reservation Coordinator*

*TravelEase Agency, Brooklyn, NY*

March 2018 – May 2022

- Handled complex travel arrangements for corporate clients, including flight, hotel, and ground transfers.

- Developed a customer-centric approach that boosted repeat bookings by 30%.

- Streamlined the booking process by integrating Zendesk with the agency’s CRM, cutting response times by 25%.

- Assisted in managing group bookings during peak seasons, ensuring seamless coordination.

Front Desk & Reservations Assistant

*Seaside Boutique Inn, Jersey Shore, NJ*

July 2016 – February 2018

- Responded to guest inquiries via phone and email, providing personalized recommendations and assistance.

- Supported reservation system updates and maintained accurate databases for maximum operational efficiency.

- Managed check-in/check-out procedures and handled billing discrepancies with professionalism.

**Bachelor of Arts in Hospitality Management**

City University of New York, New York, NY

Graduated: 2016

- Certified Hotel Industry Analyst (CHIA) – 2023

- CRM Software Certification (Salesforce, Zendesk) – 2022

- Advanced Customer Service & Communication Skills – 2021

- **Reservation Workflow Optimization:** Led a cross-department initiative that redesigned the booking process, reducing wait times and increasing booking accuracy by 18%.

- **OTA Channel Expansion:** Managed the integration of OTA platforms with existing reservation systems, increasing online visibility and direct bookings by 22%.

- English (Native)

- Spanish (Professional Working Proficiency)