Minerva Duran
New York,NY
Summary
Goal-oriented hospitality and travel professional with 9 years of experience working within organizations ranging in size, value and business scale. Enthusiastic about unique international travel and excellent customer service with the ability to establish and maintain excellent communication and relationships with clients.
Overview
8
8
years of professional experience
Work History
Reservations Manager
Gansevoort Meatpacking Hotel
New York , NY
09.2022 - Current
- Created rate plans and worked with revenue director to boost occupancy and average achieved room rate.
- Maintained accurate records of bookings on hotel reservation system and forecasted probable revenue streams.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Arranged for group hotel bookings in collaboration with sales department for groups with events.
- Plan, direct, and coordinate training and schedules for reservation coordinators
- Develop and analyze revenue data to assess the current or future hotel rate decisions
- Implement action plans to solve organizational or departmental problems • Addressed guest concerns and complaints to ensure customer satisfaction and effective solutions
Trip Experience Coordinator
Atlas Obscura
New York, NY
05.2021 - 09.2022
- Provided excellent guest service by actively listening to questions or concerns and using available resources and policies to assist travelers and travel advisors
- Manage multiple traveler relationships simultaneously as the primary contact for assigned trips
- Responsible for accurately and promptly acquiring all required information, paperwork, and monitoring all payments, cancellation, and attrition dates
- Joint effort with the programming team in corresponding with operations on on-ground trip logistics and communications for all our international trips
- Arranged pre-tour travel accommodations for our clients.
- Assisted Director in developing standards and policies for guest experience
- Used Microsoft Word and other software tools to create documents and other communications (Trip Inspiration; Trip Information Packets; Service Communication Emails)
- Provided concierge service and organized memorable and exquisite travel itineraries and vacations for clients with extended plans to travel
Reservation and Revenue Manager
Lotte Hotel
Seattle
03.2020 - 05.2021
- Oversee and manage a reservations team of four
- Developed and maintained internal department standards and processes for the reservations team
- Planned, directed, and coordinated training and schedules for reservation coordinators
- Develop and analyze revenue data to assess the current and future hotel rate decisions
- Reported to Director regarding the future revenue development, assisted in business plan adjustments for hotel rates and availability to maximize revenue
- Establish and maintain relationships with our internal departments and third parties to provide assistance and achieve a higher level of excellence in service for all guests
- Implement action plans to solve organizational or departmental problems
- Addressed guest concerns and complaints to ensure customer satisfaction and effective solutions
Event Coordinator Intern
Do You Speak ?
Seoul, Korea
06.2019 - 11.2019
- Managed event logistics and operations.
- Developed post-event reports to determine effectiveness of each event.
- Maintained status reports for client projects.
- Brainstormed and implemented creative event concepts and themes.
- Performed event coordination for (+20) parties and gatherings.
- Managed administrative logistics of events planning, event booking and event promotions.
Reservations Supervisor
Fairmont
Austin
08.2017 - 04.2019
- Supervised a team of three
- Served as the primary group hotel contact to address client's concerns and resolved issues with the service experience, bookings, and customer satisfaction
- Collaborated with sales, front office, events, and or accounting regarding group, business travel, and transient reservations
- Trained and coordinated training schedules for new staff Assisted in scheduling and delegating assignments
- Developed internal processes for transient and group procedures
- Managed at least 600+ peak group blocks
- Assisted in formulating group forecast
Groups Room Coordinator
Residence, Inn
Austin
03.2014 - 08.2017
- Attended pick-up, forecast, and revenue weekly meetings
- Managed all hotel group assignments
- Supported revenue manager on inventory management
- Managed all group blocks in hotel’s system interfaces (Fosse, Passkey, Delphi)
- Successfully handled guest issues through swift action and ensured guest satisfaction through resolution
- Created promotional package for groups through Passkey and accumulated an additional $40,000 of up-sell additional revenue
Education
Associate of Science - Hospitality Management, Hospitality and Tourism
Austin Community College
Skills
- Travel Reservations
- Travel and Accommodations Explanation
- Travel Planning
- Reservations Booking
- Prioritizing and Planning
- Revenue Forecasting
- Cost Data Analysis
- Business Relationship Management
Languages
Spanish
Native or Bilingual
Korean
Elementary
Software Skills
Peak15 Tour Operator Software
Slack
Stripe
Microsoft Office Suite
Advance Excel
Opera Property Management
MARSHA Central Reservation System
Group-Max Passkey - Event Software
Meeting-Max Event Software
One Yield - Revenue Management Software
Duetto-Revenue Management Software
Siteminder- Channel Manager
Sabre - GDS
Timeline
Reservations Manager
Gansevoort Meatpacking Hotel
09.2022 - Current
Trip Experience Coordinator
Atlas Obscura
05.2021 - 09.2022
Reservation and Revenue Manager
Lotte Hotel
03.2020 - 05.2021
Event Coordinator Intern
Do You Speak ?
06.2019 - 11.2019
Reservations Supervisor
Fairmont
08.2017 - 04.2019
Groups Room Coordinator
Residence, Inn
03.2014 - 08.2017
Associate of Science - Hospitality Management, Hospitality and Tourism
Austin Community College
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