Dianna Rose
Fairmont Hot Springs,BC
Summary
Dynamic Reservations Supervisor at Fairmont Villa Management Mountainside, recognized for enhancing customer satisfaction through exceptional interpersonal skills and effective training programs. Proficient in reservation software and data management, I successfully boosted group bookings, driving revenue growth while fostering a loyal customer base. Committed to delivering personalized service and maintaining high occupancy rates.
Overview
17
17
years of professional experience
Work History
Reservations Supervisor
Fairmont Villa Management Mountainside
09.2008 - 06.2025
- Served an owner base of 5000.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Provided customers with information about availability and pricing.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
- Worked closely with front desk to achieve full occupancy of property. Assisted with check-ins and check-outs.
- Communicated customer feedback and complaints to team members to promote proper resolution.
- Coordinated with sales teams to maximize group bookings, increasing overall revenue generation potential.
- Boosted team morale through consistent recognition of top performers'' achievements.
- Prepared spreadsheets and data reports.
- Handled billing information over phone.
- Prepared monthly reporting for rental income and Maintenance of the property.
- Created reports on payment reconciliations and completed data entry.
- Facilitated vacation exchanges to other properties in North America and Hawaii.
- Developed training materials to help new hires quickly become proficient in company policies and procedures.
- Assisted in the development of promotional packages, driving revenue growth within the department.
- Resolved various issues and discrepancies for customers.
Education
High School Diploma -
Golden Secondary
Golden, BC06-1987
Skills
- Loyal, adaptable, and accountable
- Staff training and development
- Policy enforcement
- Customer retention strategies
- Personable and customer-service oriented
- Reservation software proficiency such as Citrix and TSW
- Strong knowledge of various software systems such as Excel, Word, Windows XP
- Bookkeeping skills, ledger entries, bank deposits, daily cash-outs, data entry
- Proven relationship-builder with exceptional interpersonal and communication skills with respect for others
- Highly organized, efficient and dedicated to quality
- Take pride in providing excellent customer service, emphasizing a personal approach in meeting individual needs
Timeline
Reservations Supervisor
Fairmont Villa Management Mountainside
09.2008 - 06.2025
High School Diploma -
Golden Secondary
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