Jaclyn Graff
Plantation,FL
Summary
Experienced and collaborative Director of Reservations delivering encouragement and feedback to help employees be successful. Energetic hospitality professional with great poise. Expert in Opera PMS, Cvent Passkey, Sabre Voice Agent, Revinate Reservations Sales, and MS Office.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Director of Reservations
Fontainebleau Hotel
2018.05 - 2023.04
- Developed and administered Reservations budget with Sales and Marketing team.
- Implemented that all new hire training and retraining is completed with Predictive Index to boost performance and enhance business results.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions whether it being operational updates or assisting other areas like Front Office and Convention Services.
- Day-to-Day Responsibilities include: managing team of 12 employees where we serve as direct contact for all contracted Group and Catering event room blocks, attending meetings with other Key Decision Makers in Hotel, monitoring service provided by our Reservations Sales Revinate agents, and ensuring all OTA extranet's as well as Wholesale bookings are accurately in Opera PMS.
Reservations Manager
Fontainebleau Hotel
2016.08 - 2018.05
- Created over 10 rate plans and worked directly with Revenue Manager to boost occupancy and average achieved RevPAR.
- Managed Reservations Inbox which was where guests with existing room reservations can email with questions or concerns regarding their bookings.
- Managed FIT / Wholesale Inbox which was main contact for all Wholesale bookings.
- Managed Catering and Convention Groups Inbox which stored all backup as it relates to contracts and amendments.
- Hired over 5 new employees as promotions from Front Desk team.
- Consulted with NAVIS Reservations Sales to coach and track productivity and call conversion.
- Worked closely with Front Desk and Sales and Revenue teams to achieve perfect sale of rooms inventory as frequent as possible.
- Spoke with local travel agents to arrange discounted hotel offers to improve booking levels
- Adjusted sales strategies to changing conditions, such as increased local competition and decreased industry rates
Assistant Reservations Manager
Fontainebleau Miami Beach
2015.02 - 2016.08
- Assisted in revitalizing innovative Monthly Departmental Meetings to increase employee loyalty, promote overall communication between managers and employees and reduce turnover.
- Assisted in developing and implementing new SOP's which focused on continued Luxury Service Training of Reservations Department while promoting company Fundamentals, Values and Culture.
- Daily collaborations with Catering and Convention Services, Sales, and Front Office to produce higher Guest Satisfaction Percentage Scoring and increased Post-Convention Satisfaction Percentage Scoring YOY.
- Day-to-Day Responsibilities included: monitoring productivity and scheduling of hourly employees, minimizing discrepancies by reviewing phone calls, email etiquette, continued training, and focusing on bridging gap between Price of Fontainebleau Product versus Value of Guests' Perceptions.
Reservations Supervisor
Fontainebleau Miami Beach
2013.11 - 2015.02
- Answered department telephone calls within three rings, using correct salutations and telephone etiquette.
- Met all customer call guidelines including service levels, handle time and productivity.
- Assisted in training all incoming external and internal Reservations team members.
- Facilitated inter-departmental communication to effectively provide customer support.
- Investigated and resolved customer inquiries and complaints in empathetic manner.
- Work under direction of Reservations Department head to supervise and schedule Reservations' Coordinators.
Front Office Supervisor
Fontainebleau Hotel
2012.07 - 2013.07
- Coached and trained Front Office Agents and Rooms Inventory Control employees through day-to-day work and complex problems.
- Prepared Morning Daily Reports to assist business leaders with key decision making and strategic operational planning.
- Assisted staff with troubleshooting and resolution of software and hardware issues to minimize downtime.
- Day-to-Day Responsibilities included: Managed Rooms Inventory Control team, assisted Sales with all Site Inspection rooms, was record keeper for two Hotel Tower renovations for VP of Rooms, and ensured all Group room block allocations were correctly done to avoid oversell of room types or general inventory.
Education
High School Diploma -
Miami Beach High School
Miami Beach, FL06.2007
Skills
- Excellent time management skills
- Exceptional telephone etiquette
- Skilled trainer
- Personable and friendly
- Creative and innovative
- Hotel Operations and Event Planning Management
- Payroll and Budget Management
- Front Office experience
- Talented public speaker
- PI Training Certified 2016
- Proficient in Ms Office, MS Excel, Opera PMS, Sabre Voice Agent, Revinate Reservations Sales, Cvent Passkey
Accomplishments
- Won Team Member of Q2 | 2012
- Won Team Member of the Year | 2012
- Won Leader of Q4 | 2019
- Exceptional Knowledge of sites Unifocus, Paycom, ICIMS, Opera PMS, Delphi, HOTSOS, iVvy, Cvent Passkey, Sabre Voice Agent, and Revinate Reservations Sales
Certification
- Predictive Index Certification | 2016
Timeline
Director of Reservations
Fontainebleau Hotel
2018.05 - 2023.04
Reservations Manager
Fontainebleau Hotel
2016.08 - 2018.05
Assistant Reservations Manager
Fontainebleau Miami Beach
2015.02 - 2016.08
Reservations Supervisor
Fontainebleau Miami Beach
2013.11 - 2015.02
Front Office Supervisor
Fontainebleau Hotel
2012.07 - 2013.07
High School Diploma -
Miami Beach High School
- Predictive Index Certification | 2016
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