Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

London Bess

Melrose Park,IL

Summary

Revenue Manager skilled in developing and training teams, effectively controlling costs and achieving high guest’s satisfaction ratings in competitive environments. Expert communicator- passionate about fostering a positive, results oriented team culture with a strong focus on driving company growth and revenues in a fast-paced competitive market.

Overview

33
33
years of professional experience

Work History

Conference Service Manager

Omni Hotels
01.2021 - 01.2022
  • Planned and promoted events by coordinating with clients to determine objectives and technical requirements
  • Managed administrative logistics of events planning, event booking, and event promotions.
  • Evaluated existing plans, processes and events planning services to identify opportunities for improvement.
  • Negotiated contracts with venues, vendors and suppliers to obtain best rates and services.
  • Supported senior leadership by developing status reports on activities related to planning, scheduling, cancellation, inquiries, resourcing, risk mitigation, and proposal development for various events.
  • Oversaw event registration process by collecting and tracking attendee information.
  • Created detailed timelines and budgets for events to meet all deadlines.
  • Implemented contingency plans to address last-minute changes or unforeseen events.
  • Implemented protocols and procedures to effectively manage planning process.
  • Fulfilled contractual obligations for rehearsal and day of event coordination.
  • Coordinated transportation and parking arrangements for guests and vendors.
  • Researched and identified new vendors and suppliers to obtain competitive pricing.
  • Created cost-effective event budgets by researching and comparing available vendors and locations.
  • Trained and supervised departmental and third-party personnel to keep everyone in line with policies.
  • Verified event requirements and and made appropriate modifications.

Reservations Manager

Omni Hotels
01.2002 - 01.2020
  • Oversee reservations staff in their duties
  • Manage room bookings for large events, like weddings or other functions
  • Supervise billing arrangements
  • Handle inventories for the rooms of the hotel
  • Train new staff on the reservations processes
  • Carry out regular training, development and management of reservations staff
  • Forecasting revenue stream
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • 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.
  • Managed and trained central reservations on new rate plans and promotions.
  • Maintained accurate records of bookings on hotel reservation system and forecasted probable revenue streams.
  • Created rate plans and worked with revenue manager to boost occupancy and average achieved room rate.
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
  • 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.
  • Resolved various issues and discrepancies for customers.
  • Handled billing information over phone.
  • Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
  • Worked closely with front desk to achieve full occupancy of property.
  • Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
  • Maintained awareness of types of rooms available in different resort locations.
  • Generated and reported performance metrics to management to inform decision-making.

Reservations Manager

Embassy Suites
10.2001 - 01.2002
  • Created rate plans and worked with revenue manager to boost occupancy and average achieved room rate.
  • Maintained accurate records of bookings on hotel reservation system and forecasted probable revenue streams.
  • Spoke with local travel agents to arrange discounted hotel offers to improve booking levels.
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
  • 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.
  • Resolved various issues and discrepancies for customers.
  • Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
  • Worked closely with front desk to achieve full occupancy of property.
  • Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
  • Maintained awareness of types of rooms available in different resort locations.

Reservations Supervisor

Hotel Intercontinental
01.1999 - 01.2001
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
  • 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.
  • Resolved various issues and discrepancies for customers.
  • Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • Worked closely with front desk to achieve full occupancy of property.
  • Coordinated with other departments to provide smooth execution of sales initiatives.

Emergency Shelter group counselor

Merryville Academy
01.1995 - 01.1999
  • Maintained confidentiality of records relating to clients' treatment.
  • Guided clients in developing skills and strategies for dealing with problems.
  • Offered guidance and advice to help cultivate self-esteem and community involvement.
  • Engaged clients in conversation to determine feelings and apprehensions.
  • Communicated closely with other counselors to devise programs and activities based on developmental and academic levels.
  • Facilitated weekly group sessions to encourage self-reflection and problem-solving.
  • Listened to clients' concerns and provided encouragement and support.
  • Provided education on mental health topics and resources to clients.

Corporate Receptionist

Ticket Master
01.1992 - 01.1995
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Responded to inquiries from callers seeking information.
  • Resolved customer problems and complaints.
  • Corresponded with clients through email, telephone, or postal mail.
  • Managed multiple tasks and met time-sensitive deadlines.
  • Maintained confidentiality of information regarding clients and company.
  • Provided clerical support to company employees by copying, faxing, and filing documents.
  • Restocked supplies and submitted purchase orders to maintain stock levels.
  • Maintained visitor log for entering and leaving facility for security purposes.
  • Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
  • Organized, maintained and updated information in computer databases.

Flight Attendant

Eastern Airlines
01.1989 - 01.1992
  • Ensured safety and comfort of customers onboard aircraft.
  • Verified aircraft and passenger compliance with policies, regulations, and safety guidance.
  • Resolved passenger conflicts and medical emergencies during flights.
  • Clearly explained and demonstrated safety and emergency procedures to passengers prior to takeoff.
  • Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
  • Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
  • Performed pre-flight safety checks to verify oxygen masks, life jackets and other emergency equipment in good working order.
  • Answered passenger questions and provided solutions to issues arising during flights.
  • Demonstrated proper use of safety equipment and seatbelts to inform and educate passengers prior to takeoff.
  • Facilitated boarding process by greeting passengers upon arrival to aircraft and providing direction to seats.
  • Served beverages and food items from refreshment carts and provided information about in-flight offerings to passengers.
  • Assisted passengers with disabilities by providing wheelchairs and supporting throughout airport to provide excellent customer service.
  • Relayed updates and information to passengers after confirming key details with pilot.
  • Collected trash, tidied up aisles and wiped down surfaces during and in between flights to keep cabin clean.
  • Used excellent customer service skills in addressing passengers' needs.
  • Completed pre-flight safety checks to reinforce passenger safety.
  • Monitored cabin during flights and responded to passenger inquiries or issues.
  • Collaborated with flight crew to maximize smooth and safe flights.
  • Demonstrated knowledge of aircraft safety features and emergency equipment.

Education

Omni Hotels development program Subject Matter Expert [SME] 2018 -

2004

Revenue Management/ Accounting

American Business Institute
1989

Accounting

Malcom X College
1986

Revenue Management training - undefined

Foreman High School
1984

Skills

  • Achieving Revenue goals
  • Sales/Marketing Strategy
  • Accounting and Financial Operations
  • Event Operations
  • Team Building/Leadership
  • Managing Revenue/Profitability
  • Exceptional Customer Service
  • Forecasting Group Revenues
  • Proficient in Computer Software:
  • Microsoft Word, Excel Spreadsheets, PowerPoint, Sales force, Opera, Cvent,

Accomplishments

  • Develop and implement training programs in order to accomplish the goals and visions of the organization for various departments
  • Make learning an organizational priority/Develop high performing work groups
  • Arranged and supervised mentoring relationships to train dozens of staff
  • Support the development of employee skills and capacity building
  • Trained all staff on the usage of company software and how to troubleshoot error messages

Timeline

Conference Service Manager

Omni Hotels
01.2021 - 01.2022

Reservations Manager

Omni Hotels
01.2002 - 01.2020

Reservations Manager

Embassy Suites
10.2001 - 01.2002

Reservations Supervisor

Hotel Intercontinental
01.1999 - 01.2001

Emergency Shelter group counselor

Merryville Academy
01.1995 - 01.1999

Corporate Receptionist

Ticket Master
01.1992 - 01.1995

Flight Attendant

Eastern Airlines
01.1989 - 01.1992

Omni Hotels development program Subject Matter Expert [SME] 2018 -

Revenue Management/ Accounting

American Business Institute

Accounting

Malcom X College

Revenue Management training - undefined

Foreman High School

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London Bess