Alecia Folkes Josephs
Sunrise,USA
Summary
A highly motivated and result-driven professional with over seventeen years of combined hotel experience in customer service, revenue management, reservations, hotel channel distribution, sales, and marketing. I am a strategic and innovative leader with excellent communication and superb customer service skills, who thrives on challenges and the opportunity to excel and deliver.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Revenue/ Reservations Manager
Ultimate Resort Vacations
Sunrise, FL
01.2023 - Current
- Lead contact center operations supporting reservations, sales, and guest services.
- Drive data-led decisions using call volume, conversion, abandonment, and revenue-per-call metrics.
- Supervised, mentored, and coached a team of 15 reservation specialists, resulting in 95% retention rate over two years.
- Conduct daily/weekly revenue meetings to review pace, performance, and adjust strategies.
- Collaborated with Project Manager to build out and implement new CRS optimized inventory distribution across channels, boosting conversion rates by 15% and maximizing direct bookings.
- Spearhead the successful integration of a new CRS increasing overall year over year revenue by over $4 million dollars.
- Collaborated with marketing and sales teams to create promotional campaigns that boosted occupancy by 25% during low-demand periods.
- Led the migration of revenue management systems, CRS, and PMS for new properties, training local teams on automated pricing strategies.
Reservations Manager
Margaritaville Hollywood Beach Resort
Hollywood Beach, FL
01.2022 - 01.2023
- Directed daily call center operations including staffing, routing, conversion, and revenue tracking.
- Increased in-house reservations revenue by $500K+, a 3% YoY gain.
- Elevated guest satisfaction (MPS) from 85% to 93% in one year.
- Supported forecasting, budgeting, and executive-level revenue reporting.
- Launched suite-focused initiatives, driving 10% growth in suite sales in six months.
Customer Care Operations Manager
Seminole Hard Rock Support Services
Hollywood, FL
01.2019 - 01.2022
- Manage and develop a team of 14 Team Supervisors for over 200 reservation agents.
- Conduct regular performance reviews and one-on-one meetings with direct reports to evaluate their performance against the department goals.
- Schedule interviews for qualifying candidates, prescreen candidates over the phone, and complete the interview and hiring process with each candidate.
- Review operational reports with the Director of Operations on a regular basis and provide guidance to the team regarding future performance in order to continuously improve results.
- Establish and maintain full knowledge of all policies and procedures of all hotels and casinos including rates, specials, availability, VIP guests, and events.
- Lead the pre-opening of new hotels with implementation and training of the Front of House and Reservations team as needed.
- Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
- Lead and managed the implementation work-from-home task force program during the COVID-19 pandemic.
Reservations Sales Manager
Elegant Hotels/International Tourism Management Services
Fort Lauderdale, FL
01.2015 - 01.2019
- Manage all aspects of the Reservations Call Center Operation for 9 luxury hotels in the Caribbean.
- Hiring and training Reservation Sales Agents.
- Assist in the pre-opening of new hotels with implementation and training of the Front of House and Reservations team as needed.
- Lead the Reservations Department by maintaining and establishing department standards and operational procedures within the company’s guidelines.
- Maintain the sales team’s inbound and outbound revenue to create sales incentive plans in coordination with the group’s Revenue team.
- Liaise with Tour operators, Travel Agents, and direct callers to assist them in selling the product, achieve ultimate customer satisfaction, and achieve customer satisfaction through problem resolution.
- Assist the Revenue Team in preparing Daily, Weekly, and Monthly Reports as needed.
- Supports Revenue Team on all pricing strategies, promotion decisions, and package development, ensuring that all rates and offers are communicated to the reservation team by established guidelines.
- Oversee the maintenance of all room type inventory balancing for all hotels as needed and work with the Revenue Analyst on inventory closeouts.
- Implements strategies to ensure the Reservations team provides high-level customer service, and data accuracy and continuously generates incremental revenue via all possible bookings.
- Developed strategic sales plans to enhance market penetration and revenue growth.
Education
Bachelor of Arts - Business Administration concentration in Hospitality Management
Strayer University
Fort Lauderdale, FL01-2018
Associate - Business Administration
Monroe College
New Rochelle, NY06-2015
Skills
- Proficient in Microsoft Word, Excel, Outlook, Office and PowerPoint
- Proficient in Microsoft Fidelio/ OPERA Property Management Systems, LMS, and Amadeus/IHotelier
- Familiar with Consortia and Luxury programs
- Knowledge of Delphi, GDS, HBSI, Passkey, SynXis, Bookingcom, and Expedia Central System
- Familiar with Salesforce
- Familiar with labor laws
- Strong analytical and problem solving competencies
- Ability to multitask and time management skills
- Strong communication and interpersonal skills
- Excellent leadership abilities
- Signature Worldwide Trained and Certified
- Knowledge of Forbes
- Certified Personal Trainer
Accomplishments
- Spearheaded the implementation and optimization of a new CRS, driving over $4M in year-over-year revenue growth while increasing conversion rates by 15%.
- Drove $500K+ in incremental in-house reservations revenue, achieving a 3% year-over-year increase through optimized call center performance and conversion strategies.
- Led and scaled contact center operations by managing 14 supervisors and 200+ agents, while driving strategic workforce planning and operational improvements to enhance performance and efficiency.
- Directed reservations operations for 9 luxury Caribbean hotels, driving a 20% year-over-year increase in ADR (+$120) through strategic pricing, sales initiatives, and inventory optimization.
Certification
- CRME - Certified Revenue Management Executive
- Certified Personal Trainer
Timeline
Revenue/ Reservations Manager
Ultimate Resort Vacations
01.2023 - Current
Reservations Manager
Margaritaville Hollywood Beach Resort
01.2022 - 01.2023
Customer Care Operations Manager
Seminole Hard Rock Support Services
01.2019 - 01.2022
Reservations Sales Manager
Elegant Hotels/International Tourism Management Services
01.2015 - 01.2019
Bachelor of Arts - Business Administration concentration in Hospitality Management
Strayer University
Associate - Business Administration
Monroe College