D’Janay Grady
Mission Viejo,CA
Summary
Dynamic Reservations and Revenue Manager with a proven track record at Montage Laguna Beach, excelling in revenue management and team leadership. Achieved guest satisfaction scores exceeding 90% while implementing innovative pricing strategies and optimizing operational efficiency. Skilled in cross-departmental collaboration and financial reporting, driving exceptional guest experiences and operational excellence.
Overview
11
11
years of professional experience
Work History
Reservations and Revenue Manager
Montage Laguna Beach
Laguna Beach, CA
06.2021 - Current
- Oversaw daily operations for the Reservations and Communications departments, including booking room, dining, and recreation reservations, and managing the hotel’s call center and operator services.
- Maintained Forbes 5-Star service standards, achieving guest satisfaction scores of 90%+ for both Reservations and Communications departments.
- Developed and executed labor forecasts weekly, managing labor costs and KPI performance in alignment with budget and forecast targets.
- Implemented dynamic pricing and distribution strategies across all channels, optimizing RevPAR, ADR, and occupancy rates.
- Prepared and analyzed comprehensive revenue, occupancy, and performance reports; provided actionable insights for leadership and departmental teams.
- Collaborated cross-functionally with Sales, Marketing, Front Office, and Housekeeping to align guest services and maximize operational efficiency.
- Created and refined standard operating procedures to drive consistent service delivery and operational excellence.
- Played a key role in budgeting and forecasting processes, contributing to strategic revenue management initiatives.
- Led and mentored a high-performing, diverse team; provided regular feedback and development opportunities to support individual and team growth.
- Maintained open, transparent communication with associates and leadership; promoted a positive work culture in alignment with company values.
- Participated in task force assignments supporting hotel openings and operational transitions.
Reservations Manager
Maybourne Beverly Hills
Beverly Hills, CA
03.2020 - 06.2021
- Responsible for aiding in the transition of hotel Management and Ownership from Montage Beverly Hills to The Maybourne Beverly Hills.
- Assisted in reconfiguring Opera PMS & launching Ignite Mitel call center.
- Assisted in restructuring Reservations Office to a Reservations & Communications Office featuring Reservations,
- Spa, Dining, Transportation & PBX job responsibilities.
- Assisted with re-contracting multiple segmentations for the hotel - specifically Select Guests, Negotiated corporate & wholesale accounts and OTA's.
- Strategized with central reservations department to determine new rate plans and organized promotions.
- Provided effective and efficient services to guests measured through key performance metrics.
- Collaborated with sales department to arrange large group hotel bookings for such special events as destination weddings.
- Processed incoming reservation calls and applied up-selling techniques to inform callers of premium services
Reservations Manager
Montage Beverly Hills
Beverly Hills, CA
10.2014 - 05.2020
- Recruit, train and mentor Reservations team.—including dining reservations.
- Responsible for overseeing and managing Reservations department to ensure optimization of revenue goals and standards of service.
- Provide support for Revenue Management by ensuring Reservations team drives market share and revenue performance by upholding sales strategies.
- Maintaining guest satisfaction and establishing emotional connections with guests through personalized service. Upholding a 93.5% overall satisfaction score for reservations performance, which includes: Reservations Efficiency, Agent Kindness, Agent Knowledge & Promptness.
- Managing telephone, email and fax communication for inquiries – enforcing proper phone etiquette and emails for responses in a timely manner.
Education
Associate Of Political Science - Political Science
University of California, San Diego
La Jolla, CA06.2011
Skills
- Revenue Management & Forecasting
- Dynamic Pricing & Distribution Strategies
- Reservations & Call Center Operations
- Labor Management & KPI Performance
- Forbes 5-Star Service Standards
- Team Leadership & Staff Development
- Guest Experience & Satisfaction Metrics
- Budgeting & Financial Reporting
- Cross-Departmental Collaboration
- Property Management Systems (PMS): Opera, SynXis
- Revenue Systems: IDeaS
- Platforms: Revinate, OpenTable, ALICE, WAY
Community Involvement
- Board member, Hearts of Montage, a philanthropic organization dedicated to enriching the lives of associates and the local community through charitable initiatives and volunteerism. Attended over 10 events to help support our year-end goal.
Timeline
Reservations and Revenue Manager
Montage Laguna Beach
06.2021 - Current
Reservations Manager
Maybourne Beverly Hills
03.2020 - 06.2021
Reservations Manager
Montage Beverly Hills
10.2014 - 05.2020
Associate Of Political Science - Political Science
University of California, San Diego