Reservation & Backoffice Executive - Resume Example & Template

Resume of Reservation & Backoffice Executive in Text Format

DHRUVI KOTHARI

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RESERVATION & BACK-OFFICE EXECUTIVE -leveraging 2+ years of experience

A highly organized and detail-oriented professional with experience as a Reservation and Back Office Executive. Skilled in providing exceptional customer service and efficiently managing reservation processes. Possesses excellent communication skills and is adept at maintaining a smooth flow of operations in the back office while ensuring seamless coordination with front office teams.

PROFILE SUMMARY 

• Proficient in aligning all aspects of reservations and up-selling activities to ensure exceptional customer service delivery.
• Skilled in effectively managing group blocks, collaborating with sales to support group reservations, monitoring inventory, and adhering to cut-off dates, while fostering positive relationships with both existing and prospective customers.
• Successful in maintaining an accurate and up-to-date reservation system that fosters customer loyalty and satisfaction.
• Experienced in generating comprehensive weekly reports for review by the general manager, encompassing reservations, hotel room rates, banquet and sales event room reservations.
• Adept at managing group room allotments by dynamically adjusting room availability as per demand.
• Capable of handling guest complaints with an objective approach, assessing their validity, and determining appropriate compensation to ensure guest satisfaction.
• Proficient in effectively managing hotel room inventory to maximize revenue generation and enhance customer satisfaction levels.

CORE COMPETENCIES

• Room Reservations and Management
• Group Reservations
• Guest Satisfaction
• Customer Inquiries and Handling
• Monitoring Reservations
• Communication Skills
• Room Inventory Management
• Guest Service
• Problem-Solving

PROFESSIONAL EXPERIENCE 

The Fern, Calcutta | Dec 2022 - Present 

Reservation & Back Office Executive

• Assisting and advising customers who may be choosing from a variety of travel options.
• Handling and managing the reservations process through various communication platforms.
• Monitoring room sales and improving sales techniques.
• Handling inquiries and obtaining correct information regarding details of reservations.
• Confirming and processing reservation requests.
• Ensuring all information pertaining to reservations is properly taken and entered into the system.
• Keeping up-to-date rooms available for sale and any changes in hotel room rates.
• Helping maximize room sales by up-selling to a higher category.
• Maintaining and updating all room reservation transactions, and room availabilities.
• Handling group bookings as well as end-to-end reservation processes.
• Checking arrival list for next-day arrival bookings.
• Working closely with sales and front desk and other departments, to ensure guest requirements are met.
• Providing support to customers who may need to amend or cancel a reservation.
• Performing basic admin duties including printing, sending emails, and ordering office supplies.
• Managing productivity from reservations staff by assigning additional tasks depending on call volumes and approved payroll.

The Courtyard by Marriott, Calcutta | May 2021 - Nov 2022 

Reservation & Back Office Assistant

• Conducted annual training and development needs assessment.
• Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs and determine the appropriate room type. 
• Verified availability of room type and rate.
• Explained guarantee, special rate, and cancellation policies to callers. 
• Accommodated and documented special requests. 
• Answered questions about property facilities/services and room accommodations. 
• Followed sales techniques to maximize revenue. 
• Input and access data in the reservation system. 
• Indicated special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system. 
• Followed proper escalation procedures when addressing guest concerns. 
• Checked the availability of accommodation or transportation on the customers desired travel dates. 
• Helped plan travel itineraries by suggesting local tourist attractions and places of interest.
• Processed payments and sent confirmation details to customers. 

INTERNSHIP 

The Relax Inn, Calcutta | Apr 2020 - Apr 2021   

Trainee

• Greeted customers, escorted them to their seats, took food and drink orders, and served food and beverages.
• Answered questions regarding the hotel services, explained menu items and specials, and offered personal attentive treatment.
• Maintained an inventory of reservations, vacancies, and room assignments.
• Answered inquiries regarding hotel services, provided assistance, and responded to guests’ complaints.
• Serviced and maintained the guest rooms and replenished stock as and when needed.
• Participated in meetings, workshops, and other learning opportunities.
• Properly cleaned upholstered furniture.
• Worked according to established health and safety guidelines. 
• Completed all assigned tasks and assisted with day-to-day operations.
• Responsible for maintaining the hygiene and appearance of the hotel.

VOLUNTEERING 

• Volunteer at orphanage homes.
• Volunteer at old age homes.
• Volunteer at the animal shelter.
• Volunteer at animal hospitals.

ACADEMIC CREDENTIALS 

EDUCATION: 

• BBA in Hospitality Management, Amity University, Calcutta, Apr 2017 – Mar 2020

PERSONAL DOSSIER

Languages Known- English and Hindi