KIMBERLY GEE
Buffalo,NY
Summary
Dynamic professional with a proven track record in the hotel industry. Detail-oriented Reservation Specialist with experience managing complex reservation books for busy companies. Dedicated to achieving the highest level of customer service. Known for commitment above all else.
Overview
14
14
years of professional experience
Work History
Third Party Reservation Specialist
Delaware North
Buffalo, NY
03.2023 - Current
- Using Opera and SMS, handle online booking inquiries and assist guests and travel partners with questions throughout the entire booking process.
- Provide a high level of customer service to each guest by engaging with the guest and using active listening and effective interpersonal skills.
- Monitor integrations between data systems to ensure guest reservations integrate successfully.
Front Desk Supervisor
Residence Inn by Marriott
Buffalo, NY
09.2019 - 03.2023
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
- Supervised daily operations at the front desk including check-ins and checkouts, reservations.
- Developed lasting relationships with guests that built loyalty and drove hotel revenue.
Lead Guest Service Representative
Residence Inn by Marriott
Buffalo, NY
07.2019 - 09.2019
- Provided exceptional customer service to guests by responding to inquiries and resolving complaints.
- Greeted guests and provided information regarding hotel services, amenities, and local attractions.
- Assisted guests with check-ins and check-outs in a timely manner.
Guest Service Representative
Springhill Suites Marriott
Tuscaloosa, AL
07.2018 - 07.2019
- Answered incoming calls from guests seeking reservations or general information.
- Organized special requests such as wake up calls, extra pillows, cribs.
- Promoted loyalty programs to encourage repeat business.
Sales Coordinator
Courtyard & Fairfield by Marriott
Tuscaloosa, AL
04.2010 - 07.2018
- Passionately sold hotel rooms and meeting event space through direct contact to achieve revenue, ADR, and Occupancy.
- Developed and implemented processes to ensure accurate data entry into the customer relationship management system.
- Conducted market research to identify potential customers for sales campaigns.
Education
Bachelor of Science (B.S.) - Health Studies
University of Alabama
Tuscaloosa, AL12.2009
Skills
- Marketing knowledge
- Public relations
- Sales background
- Customer service experience
- Phone Etiquette
- Customer Engagement
Timeline
Third Party Reservation Specialist
Delaware North
03.2023 - Current
Front Desk Supervisor
Residence Inn by Marriott
09.2019 - 03.2023
Lead Guest Service Representative
Residence Inn by Marriott
07.2019 - 09.2019
Guest Service Representative
Springhill Suites Marriott
07.2018 - 07.2019
Sales Coordinator
Courtyard & Fairfield by Marriott
04.2010 - 07.2018
Bachelor of Science (B.S.) - Health Studies
University of Alabama
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