Springer Miller
Mayra Castro Gonzalez
Stockton,CA
Summary
Reservations Supervisor with 14 years of experience. Areas of expertise include customer service as well as strong leadership skills. Hardworking with excellent telephone sales skills. Excellent at juggling multiple tasks and working under pressure. Always willing to learn new tasks.
Overview
1
1
Language
1
1
Certification
3
3
years of post-secondary education
16
16
years of professional experience
Work History
Reservations Supervisor
Silverado Resort And Spa
Napa, CA
09.2006 - 12.2020
- Prepared customer invoices, accepted payments and processed refund and cancellation requests.
- Arranged for group hotel bookings in collaboration with sales department for weddings and special events.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Resolved various issues and discrepancies for customers.
- Handled billing information over phone.
- Worked closely with front desk to achieve full occupancy of property.
- Maintained awareness of types of rooms available in different resort locations.
- Provided customers with information about availability and pricing.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
- Utilized Opera, Passkey and Navis to input all key data into hotel's database system.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Daycare Assistant
Napa Valley Adult School
Napa, CA
08.2004 - 10.2006
- Planned and implemented crafts and other activities to spark interest and enhance development.
- Used patience, skill and various behavior modification techniques to maintain order and safety.
- Monitored entrances and exits to maintain safety and organized environments.
- Applied positive behavior management techniques to enhance social interactions and emotional development.
- Interpreted for Spanish-speaking parents and guardians
- Restocked supplies and personal hygiene products for use by students.
- Maintained clean, neat and hazard-free areas to protect kids, personnel and families.
Education
GED -
Napa High School
Napa, CA 08.2000 - 06.2003
Skills
Hotel accomodations
Friendly service mentality
Telephone reservations
Payment processing
Customer service
Teambuilding
Critical thinking
Leadership
Analytical skills
Basic math
Detail-oriented
MS Office
Opera, Passkey and Navis Software proficiency
Written Communication
Software
Opera
Passkey
Navis
Certification
Aspire Training
Timeline
Reservations Supervisor
Silverado Resort And Spa
09.2006 - 12.2020
Daycare Assistant
Napa Valley Adult School
08.2004 - 10.2006
GED -
Napa High School
08.2000 - 06.2003