Angela Yuan
Wellington,WGN
Summary
Detail oriented Reservation Manager with over years in optimizing booking processes, enhancing customer satisfaction, and managing high-volume reservations. Proven track record of implementing effective strategies to increase occupancy rates and streamline operations while maintaining exceptional service standards. Strong leadership skills with a focus on team development and collaboration.
Overview
15
15
years of professional experience
Work History
Reservations Manager
Copthorne Oriental Bay Wellington
08.2023 - Current
- Assisted front office staff in managing walk-ins or last-minute changes during peak periods, maintaining smooth operations and guest satisfaction levels.
- Maintained strong relationships with key clients, resulting in repeat business and increased bookings.
- Effectively resolved guest issues related to reservations, resulting in satisfied customers and positive reviews.
- Conducted regular audits of reservation records, maintaining accuracy and reducing discrepancies.
RESERVATION SUPERVISOR
Grand Millennium Hotel
01.2022 - 08.2023
- Collaborated with other departments such as housekeeping or maintenance teams to ensure all rooms are ready before guests arrive
- Processed payments from customers for their bookings accurately according to company policies and procedures
- Coordinated with other departments to ensure efficient processing of reservations requests
- Provided guidance to team members on best practices when handling sensitive information such as credit card details or personal data
- Implemented strategies for improving guest satisfaction ratings by providing superior customer service experiences
- Maintained a comprehensive knowledge of hotel services, amenities, rates, discounts, and promotions to effectively answer customer inquiries
- Responded promptly to emails or phone calls from customers inquiring about availability or special offers
- Resolved customer complaints regarding reservations in a timely manner while maintaining excellent customer relations
- Generated weekly reports summarizing booking activity levels that were presented at management meetings
- Managed the daily operations of the reservations department including training staff members on proper customer service techniques
FRONT OFFICE DUTY MANAGER
Millennium Copthorne & Kingsgate Group
05.2021 - 01.2022
- Streamlined check-in and check-out processes for improved guest experience and reduced wait times.
- Conducted regular financial audits of the front office department, ensuring accurate revenue tracking and budget adherence.
- Trained new hires in front office procedures, contributing to a knowledgeable and skilled team.
- Spearheaded initiatives for improving employee morale which led to increased productivity within the front office team.
CONTACT CENTRE SALES REPRESENTATIVE
Millennium Copthorne & Kingsgate Group
10.2017 - 06.2020
- Selling, Amending and cancelling reservations and informing relevant department of any changes
- Selling promotions to leisure customers
- Liaising with mainly wholesale agents
- Accurately attaining all relevant information at the time of the booking
- Ensuring that all individual and group reservations are guaranteed, and cancellation policies are adhered to
- Coordinating group booking and Group Status Checks
- Completing all incoming reservations daily
- Ensuring all loyalty programmes offered made available
- Completing all administration duties as required including filling and correspondence
- Helping main reception at their absence
RESERVATION SUPERVISOR / SALES FUNCTION COORDINATOR, & DUTY MANAGER
Bay Plaza
10.2016 - 10.2017
- Responsible for the co-ordination of all aspects of Hotel and Functions/Reservations and Sales
- Giving hands on training to new staff
- To maximising occupancy by continuing flexibility in the marketplace
- To maximising Yield
- To promote rapport with the clients and guests
- Ensuring all requirements of clients and guests are met
- Responsible for the smooth daily operation of the hotel in given shift
- Planning and coordinating all activities to successfully execute meetings and conferences
- Obtaining meeting request orders, booking meeting rooms and send confirmations to clients
- Determining participant counts and accordingly book right sized meeting room
- Processing all other additional requests such as room set-up, catering needs and audio-visual device requirements
- Maintaining high level of professionalism and competence when dealing with clients
- Obtaining client feedback and make appropriate changes for improvement
- Submitting invoices for caterings, equipment and other amenities to clients
- Resolving booking conflicts in a timely and accurate fashion
- Greeting participants and directing them to meeting room
- Addressing new requests of Client / Host before and during meetings
- Responding to client calls and e-mails related to meeting set-up
SENIOR RECEPTIONIST
Quality Hotel Parnell
05.2015 - 10.2016
- Taking client bookings for rooms and on local tours and attractions
- Performing check in and check out procedures
- Handling guest complaints and problem solving
- Greeting guests and allocate rooms
- Upholding liquor laws such as making sure there are no under-age drinkers on the premises
- Training and supervising staff
- Carrying out administrative duties
- Ensuring that health and safety requirements are met
SALES CONSULTANT
Real Journey Ltd
11.2014 - 03.2015
- Ensuring sales opportunities are maximised, sales targets are achieved, and accurate sales information is provided
- Providing the highest standards of customer service at all times
- Handling telephone inquiries in a timely, helpful and effective manner
- Being fully conversant with Real Journeys reservations system, EFTPOS and cash handling to transact sales
- Completing administrative duties in an accurately and efficiently
- Ensuring that all shift duties are completed in a timely manner
FRONT OFFICE ASSISTANT MANAGER
Mercure Wellington
02.2012 - 11.2014
- Assisting the Front office manager in all aspects of their duties
- Assisting Front Office Manager in execution of the management of staff
- Monitoring Front Office staff to ensure VIPs receive special attention and recognition
- Controlling the availability of rooms, room types, accuracy of the rate categories
- Maximizing occupancy, revenue and average rate while maintaining high service standard
- Liaising with Housekeeping Executive to ensure room image is maintained and to ensure special guests needs
- Being aware of credit card policies and procedures and liaise with finance department to ensure that credit procedure is properly carried out
- Performing house counts and review daily arrivals, identify potential problem with room activity and take appropriate action
- Performing check in and out procedures
- Taking personal responsibility for correcting customer service problem
RECEPTIONIST
City Life Hotel Wellington
07.2009 - 02.2012
- Performing check in and check out procedures
- Handling guest complaints and problem solving
- Greeting guests and allocate rooms
- Upholding liquor laws such as making sure there are no under-age drinkers on the premises
- Training and supervising staff
- Carrying out administrative duties
- Ensuring that health and safety requirements are met
Education
Diploma -
Sir George Seymour Travel and Tourism College
01.2008
Skills
- Emergency policies
- Health and safety policies
- Tactful communication
- Advanced computing
- Word processing
- Excel
- Microsoft Office
- Outlook
- Typing speed (60 WPM)
- PowerPoint
- Organisational skills
- Time management
Languages
Chinese (Mandarin)
Native or Bilingual
Timeline
Reservations Manager
Copthorne Oriental Bay Wellington
08.2023 - Current
RESERVATION SUPERVISOR
Grand Millennium Hotel
01.2022 - 08.2023
FRONT OFFICE DUTY MANAGER
Millennium Copthorne & Kingsgate Group
05.2021 - 01.2022
CONTACT CENTRE SALES REPRESENTATIVE
Millennium Copthorne & Kingsgate Group
10.2017 - 06.2020
RESERVATION SUPERVISOR / SALES FUNCTION COORDINATOR, & DUTY MANAGER
Bay Plaza
10.2016 - 10.2017
SENIOR RECEPTIONIST
Quality Hotel Parnell
05.2015 - 10.2016
SALES CONSULTANT
Real Journey Ltd
11.2014 - 03.2015
FRONT OFFICE ASSISTANT MANAGER
Mercure Wellington
02.2012 - 11.2014
RECEPTIONIST
City Life Hotel Wellington
07.2009 - 02.2012
Diploma -
Sir George Seymour Travel and Tourism College
Similar Profiles
SAMUEL ROJASSAMUEL ROJAS
Restaurant Server at Wellington BayRestaurant Server at Wellington Bay
Jacob KramerJacob Kramer
Server at Wellington Bay Senior LivingServer at Wellington Bay Senior Living
Yohei OnoYohei Ono
Server at Oriental Hotel Tokyo BayServer at Oriental Hotel Tokyo Bay