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
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
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
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