Robin Austin
Rialto,CA
Summary
Hands-on professional with skills in management, hospitality room revenue analysis, call center protocol, reservations, training, and customer service. Key skills include: Microsoft Suite Proficient, Customer Service, Oversee Execution of Marketing Strategies, Call Center Expertise, Inventory Control Procedures, Conflict Resolution, Creation and Maintenance of Reports, Strategic Planning, Seasoned Reservationist.
Overview
16
16
years of professional experience
Work History
Delivery Resolution Agent
Living Spaces
04.2021 - Current
- Informed clients of policies and procedures.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the organization.
- De-escalated and resolved up to 30 customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Increased customer satisfaction with personalized follow-up strategies.
- Coordinated with cross-functional teams to ensure seamless service delivery.
Senior Supply Coordinator
REMARK MEDIA, LLC – Roomlia / Vegas.com
05.2014 - 04.2021
- Optimized MGM Entertainment shows’ inventory by utilizing revenue management techniques ultimately increasing revenue 200%.
- Primary New Code tester in aiding in the rollout of new enhancements to propriterary software.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Facilitated communication between departments regarding inventory needs and availability, promoting seamless collaboration.
- Collaborated with IT to develop user-friendly project management tool, streamlining project tracking and reporting.
- Contributed to the Marketing Team’s daily operations building promotions, review of website accuracy, and updates that appeared on the Vegas.com website
Director of Revenue Management – Task Force
Hospitality Task Force LLC
06.2012 - 04.2013
- Implemented dynamic pricing strategies that responded to real-time market conditions, maximizing profit margins in a competitive environment exceeding goal by 30%
- Restructured Hotel PMS system to optimize room revenue and availability.
- Hired and managed reservations team.
Director of Revenue Management
Crestline Hotels
05.2009 - 12.2011
- Ensured strategic management of room inventories, determining optimal market mix and appropriate pricing strategies to exceed hotel forecasted budget.
- Produced 7 day, 30 day and full year forecasting reports used hotel-wide for staffing and labor cost containment.
- Expertise in working as a cohesive unit with the revenue-generating executives to ensure business being pursued aligned with achieving hotel’s revenue.
Education
High School Diploma -
Gardena High School
Gardena, CASkills
- Microsoft Suite Proficient
- Oversee Execution of Marketing Strategies
- Call Center Management and Optimization
- Inventory Control Procedures
- Conflict Resolution
- Creation and Maintenance of Reports
- Strategic Planning
- Organizational and Problem-solving skills
- Relationship Building
- Clear Communication
- Customer Complaint Resolution
- Documenting information
Professional Accomplishments
Initiated and implemented a rate code structure in the hotel’s PMS (Property Management System), Increased transient room Average Daily Rate by 10% over the 2012 budget and 9% in 2012 vs 2011, Initiated and implemented a market code structure in the hotel’s PMS (Property Management System), Successfully converted the hotel’s CRS (Central Reservations System) from Ihotelier to Pegasus, Exceeded 2010 Rooms budget by $1.06 Million, Grew RevPar by 14.8% YTD as of 10/31/11, Improved hotel Occupancy by 6.1% and ADR by 8.1% YTD as of 10/31/11
Timeline
Delivery Resolution Agent
Living Spaces
04.2021 - Current
Senior Supply Coordinator
REMARK MEDIA, LLC – Roomlia / Vegas.com
05.2014 - 04.2021
Director of Revenue Management – Task Force
Hospitality Task Force LLC
06.2012 - 04.2013
Director of Revenue Management
Crestline Hotels
05.2009 - 12.2011
High School Diploma -
Gardena High School
Similar Profiles
Nathalie CalderonNathalie Calderon
Supervisor at Living SpacesSupervisor at Living Spaces
Fernando VelazquezFernando Velazquez
Lift Operator 5 at Living SpacesLift Operator 5 at Living Spaces
Joseph BurgessJoseph Burgess
Sales Floor Specialist at Living SpacesSales Floor Specialist at Living Spaces