Atef Ahmad Aladwan
Reservation Manager
Amman
Summary
I am seeking for a job where I can develop my skills and abilities to gain practical experience in addition to giving the organization that I work for the greatest Competitive advantage, and I will do my best to be a key player in competitive the organization strategic goals.
Enthusiastic eager to contribute to team success through hard work, attention to detail and excellent organizational skills.
Motivated to learn, grow and excel to revenue position.
Working as a Team player.
Initiative, Passion, Self-Motivation, Self-Starter, Positive Attitude and Team Leader.
Meet the deadline. Flexibility in multitasking.
Offering solid foundation in hospitality and customer service.
Ready to use and develop organizational and communication skills in my role.
Developed skills in fast-paced hospitality environment, including managing complex reservations and providing exceptional customer service.
Committed to leveraging transferrable skills to drive success in new role.
Professional reservation management expert with deep experience in optimizing booking systems and enhancing customer satisfaction.
Demonstrates strong focus on team collaboration and driving results.
Known for flexibility in adapting to changing needs and reliability in all tasks. Skilled in managing reservations, customer service, and problem-solving with exceptional communication and organizational abilities.
Committed to driving smooth operations and enhancing guest satisfaction.
Overview
10
10
years of professional experience
12
12
years of post-secondary education
2
2
Languages
Work History
Reservation Manager
Intercontinental Jordan
09.2023 - Current
- Analyzed booking trends to forecast demand, enabling informed decision-making on pricing strategies.
- Enhanced customer satisfaction by efficiently managing reservation inquiries and bookings.
- Streamlined the reservations process for improved guest experience and increased booking rates.
- Maintained comprehensive knowledge of property features, amenities, policies, and local attractions to provide accurate information to guests at all times.
- Optimized revenue management practices by regularly reviewing competitor pricing and market trends.
- Assessed data analytics reports related to booking patterns in order to optimize staffing levels during peak seasons or periods of low demand accordingly.
- Coordinated closely with other departments, such as housekeeping and front office, to ensure seamless guest experiences from booking through checkout.
- Conducted regular audits of reservation records to ensure accuracy, minimizing discrepancies and potential conflicts.
Cluster Reservation Supervisor for IHG Hotels
Crowne Plaza Amman
02.2023 - 08.2023
- Utilized advanced technology tools effectively to manage bookings accurately while reducing manual errors significantly during high-volume periods.
- Managed a team of reservation agents, providing ongoing training and support to ensure quality performance.
- Provided excellent communication between departments, ensuring seamless guest experiences from reservation through checkout.
- Optimized workforce scheduling based on historical data analysis resulting in better staff utilization during peak times without compromising service levels.
- Collaborated with sales and marketing teams to develop promotional offers that attracted new customers.
- Ensured accurate maintenance of guest records by performing regular audits on reservation systems.
Cluster Sales Reservation Supervisor
Crowne Plaza Jordan Dead Sea Resort & Spa
10.2021 - 02.2023
- To act as Reservations Manager in his/her absence and to support the Reservations team in achieving departmental objectives (i.e., Colleague Engagement, Score Card, Reservations Accuracy, Upselling, Shop call, conversion and abandoned percentage)
- Liaising with central reservations to communicate new rate plans and promotions for both property
- Liaising with travel agents, the revenue manager and the rooms division manager
- Assisting the sales team in setting their rates
- Forecasting revenue streams
- Leads the Reservations Colleagues ensuring proper training and scheduling
- To supervise colleagues within the department ensuring that standards and policies of service are maintained;
- Conducts valuable performance reviews and provides on-going feedback to Reservations Colleagues while providing opportunities for learning and development
- Find opportunities to exceed our guests’ expectations, ensure the 'right guest is in the right room', and enable our front-line colleagues to deliver exceptional service during our guests stay
- To be actively involved in inter-department committees as required
- The scheduling of all reservation agents covering all shifts
- Completion of the department monthly payroll
- To assist in building of an efficient and engaged team of employees by having an active interest on their welfare, safety and development;
- To ensure that all departmental reports and correspondence is completed on time and accurately;
- To work closely with Front Office, Sales Departments and Finance department
- Daily review on quality check to ensure tasks are completed efficiently and accurately in both property
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
Reservation Sales Supervisor
Crowne Plaza Jordan Dead Sea Resort & Spa
09.2018 - 12.2019
- Maximize occupancy levels by reviewing and revising revenue strategies
- Work with the Sales and Events Teams to maximize corporate and group rates and rooms
- Manage third party sites and agents to establish rates, negotiate prices, ensure proper implementation of reservations procedures, and maximize conversion ratios in order to achieve targets for the department
- Contribute to the selling strategy of the hotel, and manage the departments' adherence to achieving that strategy
- Understand the competitive market place and implement approaches to ensure the hotel stays ahead in the local market
- Monitoring Telephone Manner and general performance of reservations staff daily
- Ensure team members are developed effectively and generate a culture of high-quality standards for relationship building, customer service, selling techniques, and billing and processing contracts
- Build strong relationships with customers, Guests, and team members in order to gain a full understanding of their needs and work to serve them effectively
- Assist in the recruiting, managing, training and developing of the Team
- Participate in the organization of hotel promotional activities
- Allocate daily tasks to reservations staff
- Supervising of group reservations
- Fill daily data and prepare STR & pickup reports
- Solve problems and make decisions at the managerial level
- Prepare the budget for the business unit
- Provide information for management decision-making
Reservation Agent
Crowne Plaza Jordan Dead Sea Resort & Spa
03.2017 - 08.2018
- Act as the main resource for reservation agents needing assistance technically or with regards to achieving customer satisfaction
- Ensure reservation department and Front Office staff are constantly aware of availability states open, on request, closed dates, high demand dates, etc
- Responds to all guest reservation requests and executes prompt, courteous and accurate guest service at all times
- Fully knowledgeable about hotel guest rooms, rates, promotions, amenities, programs, hotel facilities, and services
- Having knowledge of the entire reservation procedure according to International Hotel manual system
- Understand Revenue Management strategies, sell levels and sell directed rates and is able to apply these methods to offer as per available Hotel inventory
- Identify new contacts, develop sales leads, and respond to sales opportunities in order to maximize revenue
- Monitor customer satisfaction regularly and resolve any outstanding issues to ensure future business
- Ensure bookings are guaranteed and no show charges/late cancellation charges are applied appropriately, and Reservation’s policies and procedures are followed to ensure Guest satisfaction
- Monitor the appearance, standards, and performance of the Reservations Team with an emphasis on training and teamwork
- Assist in the recruiting, managing, training and developing of the Reservation team
- 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
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle
Spa Receptionist
10.2015 - 03.2017
- Responsible for answering the telephone, transferring calls, taking accurate messages, greeting customers, cashiering, giving tours of the spa facility and scheduling appointments
- Other responsibilities include notifying staff members of any customer cancellations or the arrival of any unscheduled visitors
Education
Bachelor of Physical Education - Physical Education
University Of Jordan
Amman 04.2001 - 07.2013
Skills
- Leadership
- Trainings
- Learning and development
- Time management
- Inter-department collaboration
- Quality assurance
- Production leadership
- Teamwork and collaboration
Training
- Revenue Management Essential Training
- Handling Credit Cards Securely
- Hotel Marketing
- MICE Conversion
- Yielding Management
- Re-converted reservation handling
- Walkout policy and handling
- Email etiquette
- Code Of Conduct Anti-Bribery
- Code Of Conduct Competing Fairly
- Problem Handling
- Human Rights
- Pricing Essentials
- True Hospitality Service Skills
Timeline
Reservation Manager
Intercontinental Jordan
09.2023 - Current
Cluster Reservation Supervisor for IHG Hotels
Crowne Plaza Amman
02.2023 - 08.2023
Cluster Sales Reservation Supervisor
Crowne Plaza Jordan Dead Sea Resort & Spa
10.2021 - 02.2023
Reservation Sales Supervisor
Crowne Plaza Jordan Dead Sea Resort & Spa
09.2018 - 12.2019
Reservation Agent
Crowne Plaza Jordan Dead Sea Resort & Spa
03.2017 - 08.2018
Spa Receptionist
10.2015 - 03.2017
Bachelor of Physical Education - Physical Education
University Of Jordan
04.2001 - 07.2013
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