Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Melissa Caguioa

Waipahu

Summary

Detail-oriented individual with exceptional communication and adaptability skills with large interest to gain more knowledge and move up in the Hotel Industry. Proven ability to handle multiple property tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Overview

9
9
years of professional experience

Work History

Area Sales Coordinator

PM Hotel Group
01.2024 - Current


  • Provide administrative assistance to Area Director of Military, Government and Business Travel Sales as well as the Area Director of Far East Sales.
  • Correspond with prospects and answer questions about the hotel including availability, accommodations, and hotel services for three properties including Queen Kapiolani Hotel, Hyatt Place Waikiki Beach and Holiday Inn Express Waikiki.
  • Send out proposals & contracts.
  • Communicate reservation confirmations to customers as needed.
  • Support the hotel sales manager in researching competitors.
  • Enter, retrieve, or reconcile information from the company’s CRM and/or PMS.
  • Enters group information into sales automation system (Delphi, Envision STS, etc.)
  • Gather and assemble sales collateral to send to prospects.
  • Assists Sales team with servicing clients and managing day-to-day sales and administrative activities.
  • Answer incoming leads (both via phone and electronic), qualifying and routing to appropriate sales manager.
  • Assist with coordination and execution of site visits of the property, touring potential clients and responding to all applicable inquiries in an effort to secure the business.
  • Follow-up on cut-off dates, deposit schedule, billing and other logistical requirements for incoming groups and events.
  • Resolve any issues, complaints, and/or problems to ensure quality product delivery and customer satisfaction.
  • Execute assigned sales reporting and ensure all deadlines are met.
  • Block & VIP all guest rooms for designated VIP’s for Area Sales team.
  • Coordinate liaison between sales department and other units of the hotel.
  • Anticipate, understand & respond to guest needs and requests in a timely and professional manner.
  • Attend all mandatory meetings as directed.
  • Perform other tasks, including cross-training, as directed.

Reservations Agent

Four Seasons Hotel Las Vegas
10.2022 - 03.2023
  • Managed high call volume, reducing booking errors and cancellations.
  • Cultivated relationships with travel agents and corporate clients, boosting referrals and repeat bookings.
  • Provided customers with availability and pricing information.
  • Delivered exceptional customer service by engaging clients and employing active listening skills.
  • Processed payments securely while maintaining confidentiality of financial data.
  • Improved customer satisfaction by efficiently managing reservation processes.
  • Closed reservation calls to increase bookings through strong knowledge of resort offerings.
  • Coordinated guest special requests with relevant departments for optimal satisfaction.
  • Maintained expert knowledge of room types, pricing, and promotions for revenue generation.

Reservations Agent

Halekulani Hotel
07.2016 - 10.2022
  • Negotiated rates and upsold packages to boost occupancy and revenue.
  • Provided excellent customer service by addressing inquiries and resolving issues.
  • Utilized reservation software to manage bookings, track availability, and update guest records.
  • Advised customers on promotions and upgrades to enhance experiences.
  • Processed reservations via phone, online, and other systems.
  • Assisted clients in planning reservation needs.
  • Handled customer inquiries through phone, chat, and email.

Education

Waipahu High School
Waipahu, HI

Skills

  • CRM software
  • Customer service
  • Problem-solving
  • Time management
  • Attention to detail
  • Multitasking Abilities
  • Reliability
  • Excellent communication
  • Organizational skills
  • Adaptability and flexibility
  • Client relationship management
  • Decision-making

Languages

English
Native or Bilingual

Timeline

Area Sales Coordinator

PM Hotel Group
01.2024 - Current

Reservations Agent

Four Seasons Hotel Las Vegas
10.2022 - 03.2023

Reservations Agent

Halekulani Hotel
07.2016 - 10.2022

Waipahu High School

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