Felicia Greenidge
Orlando,USA
Summary
Experienced and Detail-Oriented Reservation Manager seeking to transition into a Project Management role. Leveraging extensive expertise in Coordinating Operations, Managing Cross-Functional Teams, and Delivering Exceptional Customer Service and Communication Skills. Eager to apply Strong Organizational, Problem-Solving, and Leadership Skills to Drive Successful Project Outcomes. Committed to contributing to a Dynamic Team by Managing Projects Efficiently, Optimizing Resources, and ensuring High-Quality Execution on Time and within Budget.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Central Reservations Manager
Paramount Hospitality Management
07.2023 - Current
- Drove team efficiency, managing over 100 daily reservations with a remarkable 95% accuracy rate
- Utilized property management systems to maintain 98% reservation accuracy
- Maximized annual revenue growth by 15% through strategic management of room inventory, implementing dynamic pricing models and demand forecasting tools to optimize occupancy rates and yield
Lead Supervisor
Floridays' Resort Orlando
08.2021 - 07.2023
- Led a team of 10 to exceed sales targets by 20%, utilizing strong organizational, communication, and problem-solving skills while navigating industry challenges
- Managed diverse teams, helping the organization exceed its quarterly goals by 15%, aligning team efforts with strategic objectives and ensuring timely delivery of key projects
- Transformed team dynamics with creative solutions, achieving a remarkable 25% reduction in complaint resolution time
Guest Service Agent
The Grove Resort And Waterpark
10.2020 - 08.2021
- Resolved guest complaints, resulting in a 95% satisfaction rate
- Provided exceptional customer service by resolving 95% of inquiries and complaints within 24 hours, boosting guest satisfaction scores by 20%
- Processed an average of 50 check-ins and check-outs on a daily basis, maintaining a 99% accuracy rate
Lead Guest Service Agent
Union League Club
05.2001 - 10.2020
- Led a team of 10 guest service associates, achieving a 15% increase in guest satisfaction scores
- Implemented process improvements that reduced resolution times for guest inquiries by 30%, ensuring prompt and effective service delivery
- Developed and implemented training programs that reduced guest complaints by 20%
Education
Bachelor of Science (BS) - Criminal Justice
John Jay College of Criminal Justice of the City University of New York
New York, NYSkills
- Project Planning
- Project Life Cycle
- Task Estimation
- Escalation Management
- Procurement
- Risk Management
- Team Dynamics System
- Microsoft Office
- Communication Skills
- Customer Service
Certification
Cybersecurity Security Certificate
Timeline
Central Reservations Manager
Paramount Hospitality Management
07.2023 - Current
Lead Supervisor
Floridays' Resort Orlando
08.2021 - 07.2023
Guest Service Agent
The Grove Resort And Waterpark
10.2020 - 08.2021
Lead Guest Service Agent
Union League Club
05.2001 - 10.2020
Cybersecurity Security Certificate
Bachelor of Science (BS) - Criminal Justice
John Jay College of Criminal Justice of the City University of New York
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