Summary
Overview
Work History
Education
Skills
Languages
References
Timeline
SoftwareEngineer

Raquel Palacio

Reservations Manager
Miami,FL

Summary

Dynamic Reservations Manager with a proven track record at KYU Global, specializing in enhancing customer satisfaction and streamlining operations. Leveraged skills in report generation and exceptional customer service to elevate event success rates and improve revenue management. Mentored teams towards achieving a goal-oriented mindset, significantly boosting operational efficiency and guest experience.

Dynamic events professional with a proven track record of successful event planning and execution. Committed to delivering exceptional experiences that align with organizational goals.

Overview

3
3
years of professional experience

Work History

Reservations Manager and Events Coordinator

KYU Global
Miami, FL
07.2024 - Current
  • Scheduled staff shifts and assigned duties for reservation agents.
  • Monitored call volumes, answered calls, and resolved customer inquiries related to reservations.
  • Assisted guests daily, providing exceptional service and effective problem-solving.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Proposed or approved modifications to project plans.
  • Ensured compliance with government regulations related to hospitality industry booking practices.
  • Identified trends in customer feedback and adjusted services accordingly.
  • Coordinated activities between various teams within the organization related to reservations management.
  • Negotiated contracts with venues, caterers, and entertainment providers to secure favorable terms and pricing.
  • Ensured effective communication between vendors and suppliers before, during and after the event.
  • Analyzed data from previous events in order to improve future ones.
  • Managed logistics related to transportation, catering, entertainment, decorations for events.
  • Provided on-site support during the day of the event including problem solving if necessary.
  • Worked with professional and trade associations to create memorable and successful events.
  • Assisted guests throughout the duration of an event by providing directions or answering questions about available amenities.
  • Developed event themes and concepts to ensure successful execution of events.
  • Created detailed reports outlining event planning progress, timelines, budgets, and other relevant information.

Reservations Manager

KYU Global
Miami, FL
09.2023 - 07.2024
  • Handled emergency situations involving changes or cancellations of reservations due to unforeseen circumstances.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Coordinated activities between various teams within the organization related to reservations management.
  • Recruited and trained new employees to meet job requirements.
  • Monitored call volumes, answered calls, and resolved customer inquiries related to reservations.
  • Conducted regular meetings with the team of reservation agents to discuss performance.
  • Assisted guests daily, providing exceptional service and effective problem-solving.
  • Responded promptly to all customer complaints regarding reservations services.
  • Identified trends in customer feedback and adjusted services accordingly.
  • Coordinated with front desk staff to maintain maximum occupancy.
  • Generated reports on a daily basis summarizing reservations activity including cancellations, no shows.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.

Reservations Supervisor

KYU Global
Miami, FL
12.2022 - 09.2023
  • Directed and supervised staff performance.
  • Managed daily operations, client relations and IT.
  • Assisted with training new employees on the reservation process.
  • Coordinated with front desk staff to maintain maximum occupancy.
  • Reviewed guest information and payment options, checking for accuracy and completeness.
  • Responded to customer inquiries and delivered appropriate information after carefully researching issues.
  • Coordinated daily activities of the reservations team members.
  • Monitored customer service levels to ensure quality standards were met.
  • Performed administrative tasks such as filing documents or processing payments.
  • Prepared weekly forecasts for room availability based on current bookings.
  • Cultivated strong professional relationships with suppliers and key clients to drive long-term business development.
  • Maintained records of all bookings and cancellations in the system.
  • Reviewed guest profiles for special requests or preferences.
  • Maintained confidentiality of customer information in compliance with privacy regulations.
  • Responded promptly to emails or phone inquiries about reservations.

Head Hostess

Ariete Hospitality
Miami, FL
11.2021 - 02.2023
  • Completed closing duties by emptying trash, safeguarding alcohol and polishing silverware.
  • Collected reservation information and communicated updates to guests via mobile device or in-person.
  • Directed patrons to lounges and waiting areas.
  • Informed patrons of establishment specials and promotions.
  • Handled guest complaints and promoted positive dining experience for restaurant customers by maintaining pleasant attitude in situations.
  • Greeted customers, answered questions and recommended specials to increase profits.
  • Communicated with servers about new tables, changes in food availability and customer comments.
  • Performed regular restroom checks to restock supplies and handle minor cleaning.
  • Managed guest expectations by relaying information regarding hours, wait times and specials.
  • Monitored guests' needs throughout their stay and responded quickly to any issues or concerns that arose.
  • Monitored dining area to assess server capacity and estimate wait times.
  • Maintained inventory of supplies necessary for hosting duties such as menus, tablecloths, silverware.
  • Supported serving staff, food runners and bussers to keep dining room presentable and ready for guests.
  • Anticipated potential problems and took appropriate action to prevent them from occurring.
  • Greeted guests and gathered information to seat groups or place on waitlist.
  • Set up and decorated menu marketing boards with current meal and drink specials.
  • Greeted guests upon arrival and escorted them to their tables.

Education

Some College (No Degree) - Hospitality and Tourism Management

Miami Dade College
Miami, FL

Skills

  • Report generation
  • Records management
  • Staff training and development
  • Customer service
  • Issue resolution
  • Research and analysis
  • Revenue management
  • Customer satisfaction
  • Hospitality maintenance
  • Post-event analysis
  • Sales contract management
  • Special events planning
  • Goal-oriented mindset

Languages

English
Native/ Bilingual
Spanish
Native/ Bilingual

References

References available upon request.

Timeline

Reservations Manager and Events Coordinator

KYU Global
07.2024 - Current

Reservations Manager

KYU Global
09.2023 - 07.2024

Reservations Supervisor

KYU Global
12.2022 - 09.2023

Head Hostess

Ariete Hospitality
11.2021 - 02.2023

Some College (No Degree) - Hospitality and Tourism Management

Miami Dade College

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