Pamela Caloca
Key West,FL
Summary
Dedicated Reservations Manager with expertise in oversight of call center operations, special and last minute requests and service recovery. Adept in creating rate plans to boost occupancy. Goal-oriented with excellent problem-solving skills. Offering 10 years of experience in the hospitality industry.
Overview
11
11
years of professional experience
Work History
Reservations Manager
Ocean Key Resort & Spa
03.2018 - Current
- Enhanced customer satisfaction by efficiently managing reservations and providing exceptional service.
- Streamlined reservation processes for increased efficiency and improved guest experience.
- Managed team of reservation agents, ensuring high-quality service and accurate bookings.
- Collaborated with sales and marketing teams to optimize revenue through strategic pricing strategies.
Travel Agent for Educational Services
BEO World
07.2017 - 01.2018
- Traveling with groups to England and Canada as group leader.
- Ensuring parents and students satisfaction with travel services.
- Meeting profit and sales targets.
- Planing and selling educational travel services.
- Collecting payments and fees
Front Desk Agent
Hotel Fontan Reforma
04.2016 - 06.2017
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Streamlined front desk operations for improved efficiency and faster service delivery.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
Front Desk Agent
Ocean Key Resort & Spa
02.2015 - 02.2016
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
Front Desk Agent Trainee
La Cantera Resort & Spa
06.2013 - 12.2013
- Enhanced guest satisfaction by efficiently managing front desk operations.
- Managed reservations effectively, minimizing overbooking situations and accommodating special requests.
- Answered customer telephone calls promptly and appropriately handled needs.
- Provide information about hotel services
Front Desk Agent
Fiesta Inn Hotel
01.2013 - 05.2013
- Used internal software to process reservations, check-ins and check-outs.
- Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
Education
International Bachelor in Tourism Management -
Universidad Del Valle De Mexico
Mexico City 12.2014
Certificate in Hotel Operations -
GLION Institute of Higher Education
Switzerland02.2013
High School Diploma -
CUDEC
Mexico City06.2010
Skills
- Staff Training and Development
- Customer Service
- Fluency in Spanish
- Fluency in English
- Computer Skills
- Problem-solving abilities
- Multitasking Abilities
Timeline
Reservations Manager
Ocean Key Resort & Spa
03.2018 - Current
Travel Agent for Educational Services
BEO World
07.2017 - 01.2018
Front Desk Agent
Hotel Fontan Reforma
04.2016 - 06.2017
Front Desk Agent
Ocean Key Resort & Spa
02.2015 - 02.2016
Front Desk Agent Trainee
La Cantera Resort & Spa
06.2013 - 12.2013
Front Desk Agent
Fiesta Inn Hotel
01.2013 - 05.2013
International Bachelor in Tourism Management -
Universidad Del Valle De Mexico
Certificate in Hotel Operations -
GLION Institute of Higher Education
High School Diploma -
CUDEC
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