Charlotte Newman

• Managed reservation schedules for guests at Grand Sierra Resort and Casino.
• Trained new staff on reservation systems and customer service protocols.
• Coordinated group bookings and special requests with various departments.
• Handled customer inquiries and resolved issues with professionalism and care.
• Monitored daily operations to ensure efficient workflow and service delivery.
• Facilitated communication between front desk and reservations team for seamless service.
• Collaborated with other departments such as Sales and Marketing to promote special offers.
• Managed online travel agent accounts including rate updates, inventory control.
• Advised customers on hotel services, amenities, rates, availability and packages offered.
• Monitored customer service levels to ensure quality standards were met.
• Ensured compliance with company policies and procedures regarding reservations.
• Implemented strategies to increase revenue through up-selling techniques.
• Assisted customers via phone by providing confirmations, answering questions, and offering general information.
• Researched and resolved customer issues.
• Coordinated with front desk staff to maintain maximum occupancy.
• Coached staff on strategies to enhance performance and improve customer relations.
• Conducted market research and reported on competitors.
• Oversaw daily operations to enhance client relations and IT functionality.

Delivered consistent one-on-one and group training sessions to help professionals improve skills and selling techniques.

• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Assisted customers with inquiries and resolved issues effectively.
• Provided product information and guidance to customers.
• Managed customer accounts and updated information in systems.
• Documented customer interactions in the CRM system accurately.
• Escalated complex issues to appropriate departments as needed.
• Maintained a positive attitude while handling high call volumes.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.