Megna Joyti

• Oversaw group reservations, managing inquiries, bookings, and confirmations efficiently.
• Developed client relationships, providing personalized services for large events and corporate bookings.
• Coordinated with departments to meet and exceed all client requirements.
• Handled special requests and resolved customer concerns quickly and effectively.
• Mentored staff members through training sessions to boost team performance and service quality.
• Implemented strategies that streamlined group booking processes and increased profitability.
• Negotiated rates and packages with clients to align with company revenue goals.
• Managed group bookings on Salesforce (Delphi) while converting leads and sending proposals.
• Reviewed completed work to verify consistency, quality, and conformance.

Reservations & Revenue Management

• Managed daily reservations, arrival reports, and inventory across SiteMinder and OTA channels (Expedia, Booking.com, Agoda).
• Prepared forecasts, daily pickup, rolling forecasts, comp set analysis, STR reports, and end-of-month commentary.
• Ensured rate parity across systems and maintained accurate booking and revenue records.

Team Leadership & Training

• Allocated daily tasks, trained, and mentored Reservations staff.
• Monitored performance and telephone etiquette to uphold service standards.
• Recruited team members, developed SOPs, and managed rosters and payroll (Pay Global).

Systems & Reporting

• Proficient in Opera for reservations, reporting, and custom analysis.
• Skilled in OTA extranets, OTA Insight, and Micros system.
• Produced departmental reports including Breakfast, No-Show, Cancellation, and Geographical reports.

Guest Service & Operations

• Handled VIP and repeat guest requirements with special care.
• Resolved service issues promptly to ensure guest satisfaction.
• Supported F&B operations: stock take, cash handling, Micros ordering, and compliance with safety standards.

• Provided a high level of customer service to each person by engaging the customer and using active listening and effective interpersonal skills.
• Handled the reservations and answered questions from interested patrons for a busy 266-room hotel.
• Arranged for group hotel bookings in collaboration with the sales department for weddings and special events.
• Maintained an awareness of the types of rooms available in different resort locations.
• Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities.
• Communicated with staff and coworkers frequently about special needs and requests.
• Utilized Opera to input all key data into the hotel's database system.

• Responded to customer requests via telephone and email.
• Entered details such as payments, account information and call logs into the computer system.
• Carry out Voda Breakdown and open trouble Ticket (TT) with our suppliers.
• Carry out calls to the customers and inform them about the service we provide.
• Attend any computer breakdown and fix the issues.
• Create user log-in for new staff.
• Send low balance SMS to customers in New Zealand, USA, Canada and Hawaii.