Summary
Overview
Work History
Education
Skills
Timeline
GeneralManager
Marc Davignon

Marc Davignon

Naples,FL

Summary

Friendly high end luxury leisure and corporate Hospitality professional with proficiency in interacting effectively by telephone with guests of diverse ages, backgrounds and interests. Projects service-mentality with warm, caring attitude while maintaining efficiency and optimizing revenue. Offering 30 years of experience in Hospitality.

Overview

23
23
years of professional experience

Work History

Remote Reservation Sales Agent

LaPlaya Beach & Golf Resort
Naples, FL
05.2020 - 08.2022
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • Generated $2.8 million worth of room revenue in 2021
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Resolved various issues and discrepancies for customers.
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
  • Prepared customer invoices, accepted payments and processed refund and cancellation requests.

Group Reservations Supervisor

LaPlaya Beach & Golf Resort
Naples, FL
12.2018 - 05.2020
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Resolved various issues and discrepancies for customers.
  • Handled billing information over phone.
  • Arranged for group hotel bookings in collaboration with sales department for weddings and special events.
  • Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.

Reservations Sales Agent

LaPlaya Beach & Golf Resort
Naples, FL
01.2002 - 12.2018
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • 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.

Assistant Front Office Manager

LaPlaya Beach & Golf Resort
Naples, Florida
01.2001 - 01.2002
  • Interacted with customers by phone, email or in-person to provide information.
  • Trained new-hires on office procedures to better service customers.
  • Supervised payroll corrections for accuracy and duplications.
  • Encouraged and mentored employees to boost performance and remove process inefficiencies.
  • Drafted employee work schedules to fill coverage gaps.
  • Served as floating manager-on-duty, MOD, to cover shift shortage.

Front Office Agent

LaPlaya Beach & Golf Resort
Naples, FL
09.1999 - 01.2001
  • Directed phone inquiries, answered customer questions and scheduled appointments.
  • Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
  • Responded to inquiries from callers seeking information.
  • Processed payments and informed individuals of further financial responsibility to facilitate timely payments.

Education

Bachelor of Arts - Mass Communications

Franklin Pierce University
Rindge, NH

Skills

  • Personalized Customer Service
  • Travel Reservations
  • Client Needs Assessment
  • Upselling Proficiency

Timeline

Remote Reservation Sales Agent

LaPlaya Beach & Golf Resort
05.2020 - 08.2022

Group Reservations Supervisor

LaPlaya Beach & Golf Resort
12.2018 - 05.2020

Reservations Sales Agent

LaPlaya Beach & Golf Resort
01.2002 - 12.2018

Assistant Front Office Manager

LaPlaya Beach & Golf Resort
01.2001 - 01.2002

Front Office Agent

LaPlaya Beach & Golf Resort
09.1999 - 01.2001

Bachelor of Arts - Mass Communications

Franklin Pierce University

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Marc Davignon