Kerri Runnett
Reservations Agent
Troy,VA
Summary
Enthusiastic Reservations Agent with background managing bookings and cancellations for large hotels. Helpful and friendly with exemplary telephone etiquette, problem-solving and organizational skills. Composed hospitality professional with experience in event planning, hospitality management, sales and communication. Strong knowledge of organizational and business practices. Goal-driven with outstanding interpersonal communication skills to develop rapport with cross-functional teams.
Overview
16
16
years of professional experience
5
5
years of post-secondary education
Work History
Reservations Agent (Former Lead Agent)
Boar's Head Resort
Charlottesville , VA
05.2019 - Current
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Resolved various issues and discrepancies for customers.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Provided customers with information about availability and pricing.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Completed Weekly STR report
- Handled Expedia, Booking.com, and RezForce reconciliations each month
- Shared Reservations Manager duties while manager was out on maternity leave (3 months)
- Provided support for the team as office supervisor when our manager was unavailable
Director of Sales/GM Training
Best Western Plus Crossroads Inn & Suites
Gordonsville, VA
05.2017 - 07.2018
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Boosted sales numbers with proactive account servicing and diligent relationship-building.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Resolved customer issues quickly to close deals and boost client satisfaction.
- Identified, hired and trained highly-qualified staff by teaching best practices, procedures, and sales strategies.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
- Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
- Prepared sales presentations for clients showing success and credibility of products.
- Hiring/firing employees, taking disciplinary action when necessary
- Performing reviews for pay increases
- Managing inventory and ordering for entire hotel
- Managing AR accounts weekly
- Making each department's weekly schedule
- Always on call to handle any issues including system troubleshooting
- Also assisting maintenance and housekeeping when needed
- Certified in Revenue Management through Best Western (has since expired)
- Processing STR report weekly (Also sent up comp set for the hotel)
- Monitoring Revinate (Best Western specific) and making adjustments accordingly
Customer Service Representative
English Inn Of Charlottesville
Charlottesville, VA
01.2016 - 05.2017
- Responded to customer requests for products, services, and company information.
- Provided primary customer support to internal and external customers.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Assisting with AR billing weekly
- Processing weekly bank deposits
- Assisting with meeting room set-up
- Employee of the month 3 months consecutively
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Trained staff on operating procedures and company services.
USA II/ Application Processor (Auto Company)
State Farm Ins
Charlottesville, VA
09.2007 - 01.2016
- Using computer software to store and retrieve data.
- Assisting agents and their staff with customer policy changes
- Sending out policyholder memos
- Processing applications for new, added, and transfer auto policies
- Assisting other auto company team members when necessary
- Producing a high volume of work while still maintaining excellent quality of work and passing all surveys on work quality
Education
High School Diploma -
Western Albemarle High School
Crozet, VA 08.1997 - 06.2002
No Degree - Anthropology
Virginia Commonwealth University
Richmond, VA 05.2001 -
Skills
Travel knowledge
Email etiquette
Pricing data
Cancellation processing
Reservations assistance
Customer engagement
Hotel accomodations
Friendly service mentality
Telephone reservations
Transportation information
Active Listening
Till counting
MS Office
Teamwork and Collaboration
Teambuilding
Good Telephone Etiquette
Timeline
Reservations Agent (Former Lead Agent)
Boar's Head Resort
05.2019 - Current
Director of Sales/GM Training
Best Western Plus Crossroads Inn & Suites
05.2017 - 07.2018
Customer Service Representative
English Inn Of Charlottesville
01.2016 - 05.2017
USA II/ Application Processor (Auto Company)
State Farm Ins
09.2007 - 01.2016
No Degree - Anthropology
Virginia Commonwealth University
05.2001 -
High School Diploma -
Western Albemarle High School
08.1997 - 06.2002