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
2020.05 - 2022.08
- 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
2018.12 - 2020.05
- 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
2002.01 - 2018.12
- 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
2001.01 - 2002.01
- 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
1999.09 - 2001.01
- 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, NHSkills
- Personalized Customer Service
- Travel Reservations
- Client Needs Assessment
- Upselling Proficiency
Timeline
Remote Reservation Sales Agent
LaPlaya Beach & Golf Resort
2020.05 - 2022.08
Group Reservations Supervisor
LaPlaya Beach & Golf Resort
2018.12 - 2020.05
Reservations Sales Agent
LaPlaya Beach & Golf Resort
2002.01 - 2018.12
Assistant Front Office Manager
LaPlaya Beach & Golf Resort
2001.01 - 2002.01
Front Office Agent
LaPlaya Beach & Golf Resort
1999.09 - 2001.01
Bachelor of Arts - Mass Communications
Franklin Pierce University