Jamel Follins
Seattle
Summary
Hospitality executive with 6+ years of leadership experience in luxury hotel reservations, revenue strategy, and centralized sales operations. Proven success managing multi-property reservation teams supporting 26+ boutique hotels and resorts, optimizing ADR, conversion rates, and call-center sales performance.
Experienced in revenue strategy, reservations systems management, CRM optimization, team leadership, and cross-department collaboration with property leadership.
Specializes in scaling central reservations departments to increase revenue, streamline sales processes, and improve guest conversion performance.
Overview
12
12
years of professional experience
Work History
Corporate Reservations Manager
Noble House Hotels & Resorts
Seattle
02.2019 - Current
- Lead centralized reservations operations supporting 26 luxury boutique hotels and resorts across multiple U.S. markets.
- Key leadership responsibilities include team development, reservations system management, sales strategy implementation, and revenue performance monitoring.
- Manage and develop a remote reservations sales team, driving booking conversion and revenue performance across all properties.
- Support multi-property revenue management initiatives by analyzing booking trends, ADR performance, and call conversion metrics.
- Partner with property leadership including General Managers, Directors of Revenue, Sales Directors, and Front Office teams to maximize booking performance.
- Oversee reservations systems administration including SynXis CRS, Nextiva/Travel Outlook and Navis CRM platforms.
- Implement reservation sales strategies to increase direct booking revenue and call conversion rates.
- Lead hiring, onboarding, and training for reservation sales agents across the central reservations department.
- Manage department scheduling, payroll administration, and operational workflow optimization.
- Conduct ongoing sales coaching focused on closing techniques, upselling, and guest experience improvement.
- Deliver training sessions covering property knowledge, guest amenities, packages, and destination selling strategies.
Operations Manager
Rocket Intel
Everett
07.2018 - 03.2019
- Handling all departments (Administration, Marketing, Sales, Human Resources, Recruiting & IT) while generating sales & analytics for fortune 500 companies
- Produced over 60,000 in Gross Profit in first 4 months operating with a team of 25+ employees under me
- Maintained all Bookkeeping & recruiting documents (W-4, I9, & Distributer information)
- Implemented all business-building expectations through web presence and social marketing
- Processed payrolls for all employees through ADT.
- Performed cost analysis for various projects to determine budget requirements.
Assistant Manager
Intel, Dynamic Dallas Solutions
Dallas
06.2017 - 07.2018
- Assisted operation manager, HR, & administration in top marketing firm with Recruiting, Sales & Marketing for fortune 500 companies
- Added 32% of full recruitment in all employees hired while generating over $160,000 in team gross profit in tenure
- Updated, tracked and monitored account stats, executed monthly reports and projections
- Maximized employee schedule, effectively reducing labor costs and increasing production and efficiency
- Created various forms of marketing including Retail, B2b, Social Media, Online Presence, analytics, & statistics.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
Claims Representative
Jamel Follins, United HealthCare
Plano
05.2016 - 06.2017
- Specialized in providing affordable & innovative health insurance plans for domestic & international students in a 90% inbound call center platform
- Managed computerized systems for tracking, documenting information, obtaining up to date and accurate information regarding health plans to insured members & providers
- Provided claims, benefits, eligibility accessibility while executing online policy management, assisted department in first contact resolution goals & complaint resolution
- Fluent in Customer Care Anywhere & Student Resources Customer Service Workstation Software
- Contracted with 1500+ universities & community colleges in individual school policies.
Concierge
Edgemere Senior Living
Dallas
04.2014 - 05.2016
- Specialized in managing concierge task for 300+ residential unit’s while cooperating with all departments in the company (HR, Marketing, Housekeeping, Maintenance, Administration, Transportation, Admissions, Assisted
- Living Memory unit, & Skilled Nursing)
- Implement department tools and procedures that created better efficiencies to enhance guest expectations and service levels
- Garnered Administrative Assistant training in my department, provided prompt, diligent and outstanding support to staff members across a fast- paced marketing practice significantly reducing customer wait time
- Assist the marketing team in coordination/ hosting of in- house events; manage RSVP’s, email communications, gift bags, promotional brochures and guest room set up
- Worked in 3 departments & assisted in 7 in my 2-year tenure while having 100% work attendance.
Education
Business Management
Eastfield College
Mesquite, TX01-2011
Department of Kinesiology
Abilene Christian University
Abilene, TX01-2010
Diploma -
North Garland High School
Garland, TX06-2009
Skills
- Central Reservations Leadership
- Multi-Property Revenue Strategy
- Hospitality Sales Operations
- Reservations Systems (SynXis, Nextiva, Revinate)
- Team Leadership & Training
- Sales Conversion Optimization
- Forecasting & KPI Reporting
- Hospitality CRM Strategy
- Call Center Operations
- Revenue Performance Analytics
- Staff Recruiting & Onboarding
- Budget & Payroll Management
Timeline
Corporate Reservations Manager
Noble House Hotels & Resorts
02.2019 - Current
Operations Manager
Rocket Intel
07.2018 - 03.2019
Assistant Manager
Intel, Dynamic Dallas Solutions
06.2017 - 07.2018
Claims Representative
Jamel Follins, United HealthCare
05.2016 - 06.2017
Concierge
Edgemere Senior Living
04.2014 - 05.2016
Business Management
Eastfield College
Department of Kinesiology
Abilene Christian University
Diploma -
North Garland High School