Summary
Overview
Work History
Education
Skills
Languages
Additional Information
Timeline
Generic

Gerciele Soares

Davenport,FL

Summary

Accomplished Guest Services & Reservations Manager with a proven track record at Magic Village Resort, enhancing client relationships and boosting bookings. Skilled in VIP Guest Relations and adept in problem-solving, consistently delivering high-quality management and customer satisfaction. Expert in implementing efficient operational changes and resolving complaints, significantly improving service standards.

Overview

11
11
years of professional experience

Work History

Guest Services & Reservations Manager

Magic Village Resort
12.2019 - Current
  • Maintained strong relationships with key clients, resulting in repeat business and increased bookings.
  • Manager of 3 resorts of the same brand.
  • Assisted front office staff in managing walk-ins or last-minute changes during peak periods, maintaining smooth operations and guest satisfaction levels.
  • Effectively resolved guest issues related to reservations, resulting in satisfied customers and positive reviews.
  • Conducted regular audits of reservation records, maintaining accuracy and reducing discrepancies.
  • Managing staff to better assist the guests.
  • Handled special requests from guests with utmost professionalism, personalizing their stay experience whenever possible.
  • Monitored inventory levels across multiple booking channels, preventing overbooking incidents and maximizing room revenue opportunities.

Front Desk Shift Leader

Celebration Suites
10.2019 - 12.2019
  • Streamlined front desk operations by implementing efficient check-in and check-out procedures.
  • Developed positive relationships with local businesses, fostering opportunities for cross-promotion initiatives that benefited both parties.
  • Worked closely with management to develop and implement new policies and procedures, contributing to a more efficient front desk operation.
  • Maintained a clean and organized front desk area, creating a welcoming environment for guests upon arrival.

Night Auditor

Blue Tree Hotels & Resorts
10.2018 - 11.2019
  • Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
  • Oversaw night auditing of daily room occupancy and hotel revenue.
  • Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
  • Kept accounts in balance and ran daily reports to verify totals.

Reservations/Revenue Manager

Windsor Hotels
11.2014 - 10.2017
  • Assessed budget plans and present costs to forecast trends and recommend changes.
  • Assessed employee performance and developed improvement plans.
  • Uncovered and resolved strategic and tactical issues impacting sales management and business operations.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Arranged for group hotel bookings in collaboration with sales department for weddings and special events.
  • Adjusted sales strategies to changing conditions, such as increased local competition and decreased industry rates.
  • Grand Opening for two hotels.

Hotel Reservations Agent

Windsor Hotels
10.2013 - 11.2014
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
  • Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Worked with customers to understand needs and provide excellent service.

Education

Certificate of Completion - Revenue Management And Strategic Sales

Revenue School
Brazil

Bachelor of Science - LAW

UNESA RJ
Brazil
12.2015

Skills

  • VIP Guest Relations
  • Prospecting Clients
  • Problem-solving skills
  • Complaint management
  • Quality Management
  • Decision-Making Abilities

Languages

Portuguese
Native or Bilingual
English
Native or Bilingual
Spanish
Professional Working

Additional Information

§ Opera System 11 years experience - Ownership/reservations/Front desk/Cashiering/Housekeeping

§ Cross trained (Reservations/Front desk/Accounting/Housekeeping/Events

§ Office (Word, Excel, PowerPoint e Outlook)

§ Revenue management Course

Timeline

Guest Services & Reservations Manager

Magic Village Resort
12.2019 - Current

Front Desk Shift Leader

Celebration Suites
10.2019 - 12.2019

Night Auditor

Blue Tree Hotels & Resorts
10.2018 - 11.2019

Reservations/Revenue Manager

Windsor Hotels
11.2014 - 10.2017

Hotel Reservations Agent

Windsor Hotels
10.2013 - 11.2014

Certificate of Completion - Revenue Management And Strategic Sales

Revenue School

Bachelor of Science - LAW

UNESA RJ

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Gerciele Soares