Grace Markowski
Dartmouth,NS
Summary
Analytical Reservations Manager with expertise in oversight of call center operations, special and last minute requests and service recovery. Adept in forecasting revenue streams and maintaining the Opera 5.6 PMS reservation system. Methodical with excellent problem-solving skills. Offering 10+ years of experience in the hospitality industry. Specializing in quality, speed and process optimization. An articulate, energetic and results-oriented individual with an exemplary passion for developing relationships and taking on new challenges.
Overview
14
14
years of professional experience
Work History
RESERVATIONS MANAGER
Muir Hotel
01.2023 - Current
- 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.
- Managed team of reservation agents, ensuring high-quality service and accurate bookings.
- Maintained accurate records of bookings on hotel reservation system and forecasted probable revenue streams.
- Developed policies and procedures for reservations department, ensuring consistency and adherence to brand standards.
- Monitored inventory levels across multiple booking channels, preventing overbooking incidents and maximizing room revenue opportunities.
SENIOR GUEST LIAISON
Muir Hotel
03.2022 - 01.2023
- Maintained internal databases and record management systems to enhance accuracy and integrity of documentation and data.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Collaborated with various departments to accommodate special requests and ensure a seamless guest experience.
- Worked closely with General Manager to provide effective assistance for specific aspects of business operation.
SALES & ADMINISTRATIVE COORDINATOR
Delta Hotels by Marriott Dartmouth
02.2019 - 03.2022
- Compiled client profiles and entered information into operating system
- Managed efficient RFP database and responses, generating timely reports to inform Director of Sales and General Manager
- Answered customers' questions regarding products, prices and availability
- Provided critical support during high-pressure sales cycles by managing proposal deadlines, coordinating resources, and maintaining clear communication channels between all involved parties.
- Developed an organized filing system for essential department documentation allowing easy access information retrieval when needed.
FOOD & BEVERAGE SUPERVISOR
Delta Hotels by Marriott Dartmouth
08.2017 - 02.2022
- Maintained a clean and organized work environment to ensure compliance with health department regulations and company standards.
- Enhanced customer satisfaction by efficiently managing food and beverage orders, ensuring prompt service and accurate delivery.
- Worked with POS system to place orders, manage bills and handle complimentary items.
- Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
- Oversaw daily operations of service team, delegated tasks, and trained new staff.
ASSISTANT BANQUET CAPTAIN
Park Place Ramada Plaza Hotel & Conference Centre
11.2014 - 02.2017
- Ensured timely preparation of function spaces according to client specifications, providing them a hassle-free experience on their special day.
- Used communication and problem-solving skills to resolve customer complaints and promote long-term loyalty
- Carried out day-day-day duties accurately and efficiently
- Enhanced guest satisfaction by overseeing banquet operations and ensuring smooth execution of events.
- Supervised set up of banquet food stations and coordinated service to multiple dining areas.
- Supervised dining table set-up to prepare for diversity of event types, following strict service standards.
BANQUET/RESTAURANT SERVER
Park Place Ramada Hotel & Conference
09.2010 - 11.2014
- Kept server areas clean and stocked to increase efficiency while working tables.
- Executed synchronized meal service simultaneously serving multiple guests.
- Work with guests throughout event to ensure they are comfortable and relaxed during their time at banquet.
- Maintained a clean and welcoming dining environment for guest comfort and enjoyment.
- Learned and followed local alcohol laws to keep restaurant compliant with regulations.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
Education
BSc - Arts & Science
University of Saskatchewan
Saskatoon, SKSkills
- Administration and Reporting
- Ease with Computers and Technology
- Billing and Invoicing
- Attention to Detail
- Customer Service
- Time Management
- Conflict and Complaint Resolution
- Reservations Management
- Work Planning and Prioritization
- Customer Relationship Management
Languages
English
Native or Bilingual
Timeline
RESERVATIONS MANAGER
Muir Hotel
01.2023 - Current
SENIOR GUEST LIAISON
Muir Hotel
03.2022 - 01.2023
SALES & ADMINISTRATIVE COORDINATOR
Delta Hotels by Marriott Dartmouth
02.2019 - 03.2022
FOOD & BEVERAGE SUPERVISOR
Delta Hotels by Marriott Dartmouth
08.2017 - 02.2022
ASSISTANT BANQUET CAPTAIN
Park Place Ramada Plaza Hotel & Conference Centre
11.2014 - 02.2017
BANQUET/RESTAURANT SERVER
Park Place Ramada Hotel & Conference
09.2010 - 11.2014
BSc - Arts & Science
University of Saskatchewan
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