Neli Grantcharova
Las Vegas ,NV
Summary
Dedicated hospitality professional with 10+ years of experience in guest services and group reservations. Expertise in managing bookings, processing contracts, and coordinating guest needs across multiple properties. Proven ability to resolve issues, enhance guest satisfaction, and collaborate across departments to ensure seamless operations. Strong communicator with a focus on efficiency, confidentiality, and fostering long-term client relationships.
Overview
15
15
years of professional experience
Work History
Group Housing Specialist
MGM Resorts International - CORP
08.2016 - Current
- Processed contracts, booking recaps, and countersigned agreements while ensuring accuracy and timely completion.
- Managed group information within property management systems (Opera, Passkey, Amadeus) by building property blocks, monitoring inventory, and updating rooming lists, reservations, and bookings.
- Prepared and distributed weekly reports and updated data on SharePoint sites, ensuring all records were up-to-date and accessible.
- Input sales leads and updates into Amadeus, ensuring the system was accurate and complete for accounting and historical reference.
- Handled incoming calls and assisted clients by directing them to appropriate Sales Managers, taking messages when necessary.
- Coordinated special guest requests, including late check-outs, VIP services, and ADA accommodations, ensuring personalized attention to each group’s needs.
- Managed deposits, rooming lists, and communicated group-specific needs to relevant departments for seamless operations.
- Assisted in researching and resolving billing issues and ensured proper reconciliation of master rooming specifications and group payments.
- Attended pre- and post-conference meetings, supported client events, and conducted property site inspections as needed.
- Maintained clear communication with internal teams, clients, and group contacts, addressing any issues related to inventory, occupancy, rates, and special requests.
- Supported trip preparations, sales calls, and appreciation visits while assisting with client events and conducting property inspections.
- Participated in skill-building and team-building activities to enhance performance and foster collaboration.
- Maintained confidentiality on sensitive information and performed other related duties as assigned by management.
Front Desk Specialist
Park MGM Resort & Casino
01.2010 - 08.2016
- Greet guests warmly and assist with check-in and check-out processes, ensuring all necessary paperwork is completed accurately and promptly.
- Manage guest reservations, assign rooms based on availability, and update the property management system with accurate information.
- Respond to guest inquiries about hotel services, amenities, and local attractions, providing detailed and accurate information.
- Address guest requests and concerns with professionalism and empathy, resolving issues in a timely manner to ensure guest satisfaction.
- Process payments for room charges, incidentals, and additional services, ensuring accurate billing and payment collection.
- Answer phone calls and respond to emails, assisting guests with reservations, inquiries, and special requests.
- Ensure that all guest interactions and activities comply with hotel policies and procedures, maintaining a professional and welcoming environment.
- Maintain accurate records of guest information, transactions, and issues, and prepare reports as needed for management.
- Coordinate with housekeeping, maintenance, and other hotel departments to ensure that guest rooms are ready and that all guest needs are met.
- Promote hotel services, amenities, and special packages to enhance guest experience and increase revenue.
Timeline
Group Housing Specialist
MGM Resorts International - CORP
08.2016 - Current
Front Desk Specialist
Park MGM Resort & Casino
01.2010 - 08.2016
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