Summary
Overview
Work History
Education
Skills
Languages
References
Timeline
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Stephanie Hollis

Davenport,FL

Summary

In my many years working in the Travel/Hospitality and Customer Service industry, I have honed a profound understanding of the significance of enhancing positive relationships and surpassing goals through exceptional communication, relationship management, and problem-solving abilities.

I take great pride in my exceptional communication skills, meticulous attention to detail, and knack for establishing strong connections with colleagues and business partners. As a proactive troubleshooter, I thrive in dynamic environments and am constantly on the lookout for opportunities to motivate positive change within an organization.

Dedicated to continuous learning and professional growth, I am prone to seeking innovative ways to enhance my skills and knowledge, not only within the Travel and Hospitality sector but across all areas of engagement.

Overview

13
13
years of professional experience

Work History

Reservations - Operations Coordinator

Allevo Homes
St. Petersburg, Florida
04.2023 - Current
  • Manage all guest reservations, inquiries, and requests through phone, email, and booking platforms (Vrbo, Airbnb, and direct website).
  • Provide detailed information on property availability, rates, policies, and rates.
  • Respond to guest inquiries promptly, and ensure a positive experience from booking to check-out.
  • Handle last-minute changes, cancellations, and special requests with professionalism.
  • Collaborate with housekeeping and maintenance teams to prepare properties for guest arrivals, and ensure they meet standards.
  • Update property listings, photos, and descriptions across booking platforms to reflect accurate, appealing, and up-to-date information.
  • Process payments, issue invoices, and handle refunds or adjustments as needed.
  • Maintain detailed records of guests' interactions, bookings, and property status.
  • Assist in preparing occupancy and revenue reports to support business insights.
  • Assist the accountant with the preparation of monthly financial accounting, reporting, and explanation of variances.

Operations Coordinator - Homebeds Division

CiiRus Vacation Rental Software
Celebration , Florida
12.2021 - 03.2023
  • Managed the Virgin Holidays portfolio.
  • Responsible for driving the day-to-day performance of the short-term rental.
  • Interfaced with Virgin Holidays, their guests, client owners, and PMCs by delivering exceptional customer service in a friendly and personalized manner.
  • Managed reservation calendars to ensure reservation accuracy, to prevent double bookings.
  • Resolved escalated customer concerns and complaints using a positive attitude, excellent judgment, and focused solutions.
  • Ensured each tour operator's guests enjoyed a seamless and exceptional booking experience.
  • Maintained updated knowledge of the company's offerings and policies.
  • Cultivated relationships to grow clients, business networks, and brand recognition among local, national, and international businesses, and interest groups.
  • Identified strategic planning to guide decisions aligned with the company's visions and key customer relation issues.
  • Compiled and presented comprehensive reports on PMC's performances, highlighted key metrics and areas for improvements.

Reservations Manager

IPG Florida Vacation Homes
Kissimmee, Florida
01.2019 - 09.2021
  • Developed professional working relationships and promoted open lines of communication with all property managers and employees across all departments.
  • Managed the reservations process from start to finish in line with IPG's booking terms and conditions, and standard operating procedures.
  • Responded to customer inquiries, resolved disputes, and escalated issues using the appropriate channels when necessary.
  • Achieved complete customer satisfaction by investigating and resolving reservation issues.
  • Built relationships with tour operators and travel advisors by providing accurate, detailed information that served their guests in a timely manner.
  • Optimized conversion rates of inquiries into bookings.
  • Regularly reported sales, income due, new business, inquiries, and booking releases.
  • Assisted new clients in navigating our services, answered questions, and ensured a smooth transition in our management program.

Reservations Manager

Starmark Vacation Homes
Kissimmee, Florida
02.2015 - 01.2019
  • Handled reservations from start to finish, including assisting with guest needs and inquiries, ensuring a top-notch guest experience.
  • Provided guests, agents with property quotes, pricing, and availability, including up-selling and securing bookings.
  • Handled guest feedback and guest reviews.
  • Handled the new owner onboarding process, ensuring the input of property information was accurate, and that inspection and inventory were documented in the system properly.
  • Managed all aspects of the owner experience and relationship, to include the complete care and maintenance of their property.
  • Collaborated with the operations team to resolve maintenance issues, schedule repairs, and provide swift service when guests or owners needed it.
  • Conducted quality control by coordinating with inspection teams to confirm that properties were ready for each arrival.
  • Stayed up-to-date on the latest in short term rental technology and trends, incorporating new methods for improved guest and owners satisfaction.

Night Auditor

Wyndham Worldwide/Bonnet Creek Resort
Lake Buena Vista, Florida
01.2012 - 12.2013
  • Performed the night audit operations to ensure the maintenance of financial controls and compliance with hotel standards.
  • Coordinated with other departments (Security, Housekeeping) to ensure that quality service is provided to all guests.
  • Prepared the daily Restaurant Revenue Report data by auditing Point of Service tapes/journals to break down revenue, covers, waiters' fees, tips paid out, and settlements by type and cashier.
  • Ran audit reports, journals from the front office system, Point of Service, and the computer.
  • I made corrections and adjustments, and handled all computer problems that might occur throughout the shift.
  • Entered the revenue, expenses, and allowances into the front office system to generate daily reports, such as the Guest Ledger Summary and the Daily Restaurant Summary.
  • Balanced all revenue and settlement accounts nightly, maintained files, and reset the system for next day's operations.
  • Performed any other job-related duties as assigned.

Education

High School Diploma -

Easter Regional High School
Voorhees, NJ
06-1987

Skills

  • Proficiency with reservation management systems, booking platforms, and Microsoft Office, Outlook, and Teams
  • Problem-solving skills and the ability to remain calm under pressure
  • Strong organizational skills and the ability to multitask
  • Excellent communication and interpersonal skills
  • Able to keep sensitive information highly confidential at all times
  • Experience setting goals, objectives, prioritizing and planning work activities
  • Motivated, self starter able to persevere in the face of adversity
  • Able to thrive in a dynamic and fast paced environment

Languages

Spanish
Professional

References

References available upon request.

Timeline

Reservations - Operations Coordinator

Allevo Homes
04.2023 - Current

Operations Coordinator - Homebeds Division

CiiRus Vacation Rental Software
12.2021 - 03.2023

Reservations Manager

IPG Florida Vacation Homes
01.2019 - 09.2021

Reservations Manager

Starmark Vacation Homes
02.2015 - 01.2019

Night Auditor

Wyndham Worldwide/Bonnet Creek Resort
01.2012 - 12.2013

High School Diploma -

Easter Regional High School

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Stephanie Hollis