Summary
Overview
Work History
Education
Skills
Timeline
Generic

MICHAEL CARREON

Buena Park

Summary

Dynamic Corporate Reservations Manager with a proven track record at WINCOME HOSPITALITY, excelling in revenue management and customer service excellence. Successfully optimized room sales and enhanced team performance through effective training and leadership. Skilled in reservation software and consultative selling, driving profitability while ensuring exceptional guest experiences.

Overview

25
25
years of professional experience

Work History

Corporate Reservations Manager

WINCOME HOSPITALITY
Anaheim
02.2020 - Current
  • Oversee reservations process and operations for Corporate Office Call Centre across three hotels: Westin Anaheim Resort, The Anaheim Hotel, Avenue of the Arts Costa Mesa.
  • Communicates directly with Chief Executive Officer and indirectly with General Manager of each hotel.

  • Oversee daily reservations processes and operations encompassing room inventory, availability, group rooming lists, and blocks
  • Oversee and relay information concerning hotel occupancy, promotions, special reservation procedures, operational issues, and special events to staff.
  • Acted as liaison between Reservations teams and property personnel across organization.
  • Monitored and evaluated team member performance, providing supervision and professional development.
  • Recruited, interviewed, and trained team members to enhance overall performance.


  • Ensured compliance with Marriott International Policy and Information Security Manual, addressing deficiencies promptly.
  • Provided detailed status reports on request to keep stakeholders informed.
  • Celebrated team successes and ensured consistent recognition across all areas.

Reservations Manager

BEVERLY WILSHIRE, A FOUR SEASONS HOTEL
Beverly Hills
01.2018 - 02.2020
  • Managed transition to CORE Manager of three departments: PBX, Reservations, and In-Room Dining, overseeing 20 agents.
  • Executed rate management, promotions, and inventory control to optimize room revenue across all channels.
  • Enhanced profitability through yield management and analysis of Star reports to achieve maximum occupancy, ADR, and RevPAR.
  • Resolved guest complaints, ensuring positive outcomes for hotel and clients.
  • Oversaw daily bookings with a team of six, driving revenue via effective telephone sales techniques.
  • Streamlined management of Reservations across all business segments to improve efficiency.
  • Established departmental objectives for Reservations team while providing continuous performance feedback through reviews.

Reservations Supervisor

AVENUE OF THE ARTS
Costa Mesa
02.2014 - 01.2018
  • Supervised and trained reservations agents to ensure compliance with AAA Four Diamond standards.
  • Maintained and closed availability across all extranets.
  • Monitored rate parity across booking channels.
  • Ensured updates of packages, hotel policies, and information on website and OTAs.
  • Prepared no-show and cancellation reports for operational efficiency.
  • Generated monthly productivity reports for Sales Department review.
  • Compiled weekly commission and daily comp set reports detailing occupancy and rates.
  • Analyzed daily Star data to maintain accuracy and completeness.

Front Desk Receptionist

DISNEYLAND HOTEL
Anaheim
06.2013 - 03.2014
  • Greeted guests upon arrival with professionalism and ensured efficient check-out processes.
  • Managed reservations, processed bookings, and accommodated specific guest requests.
  • Operated switchboard, handling messages and inquiries in an organized manner.
  • Posted transactions promptly to maintain accurate and up-to-date billing records.

Assistant Director of Revenue and Reservations

ONE AND ONLY RESORTS
Dubai
11.1999 - 11.2012
  • Oversaw operations for four hotels, managing a total of 545 rooms.
  • Maximized room sales through strategic execution of reservations and revenue initiatives.
  • Developed and implemented comprehensive revenue strategies across multiple properties.
  • Conducted market analysis to enhance competitive positioning and identify growth opportunities.
  • Analyzed reservation trends to create accurate forecasts and optimize profitability.
  • Executed effective marketing tactics to boost resort occupancy and pricing strategies.
  • Established budgets and adhered to project timelines with precision.
  • Cultivated strong relationships with travel partners, vendors, and clients.
  • Provide exceptional customer service resulting in client referrals and repeat business.
  • Proficient in Opera, Fidelio, Vision, Trust Voyager and Synxis.
  • Consistently promoted for excellence in business management, sales, and customer service.
  • Perform all duties with positivity, professionalism, and integrity.
  • To hire, train, coach and motivate the team to ensure a pro‐active revenue and sales culture at all times.
  • Managing all VIP bookings (celebrities, head of states, royal families) ensuring the highest confidentiality.
  • Completing daily, weekly and monthly departmental reports.
  • Ensuring five star services is provided with customer satisfaction checked.
  • Member of the Duty Management team ensuring total responsibility for the hotel.
  • Pre‐opening set up of additional independent property, from property management system, including all online booking channels.

Education

Bachelor of Science - Computer Science

AMA Computer University
Quezon City, Philippines
03.1992

Skills

  • Revenue management
  • Customer service excellence
  • Consultative selling and upselling
  • Customer orientation
  • Demand forecasting
  • Phone etiquette
  • Reservation software proficiency
  • Interpersonal skills
  • Team building
  • Organizational skills

Timeline

Corporate Reservations Manager

WINCOME HOSPITALITY
02.2020 - Current

Reservations Manager

BEVERLY WILSHIRE, A FOUR SEASONS HOTEL
01.2018 - 02.2020

Reservations Supervisor

AVENUE OF THE ARTS
02.2014 - 01.2018

Front Desk Receptionist

DISNEYLAND HOTEL
06.2013 - 03.2014

Assistant Director of Revenue and Reservations

ONE AND ONLY RESORTS
11.1999 - 11.2012

Bachelor of Science - Computer Science

AMA Computer University

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MICHAEL CARREON