Aalya El Sheikh

• Exercises and ensures proper selling and up-selling techniques to help in generating maximum revenue for the hotel by 15%.
• Monitors, reviews regularly the room and rates availability, hotel status, close-out dates and overbooking situation
• Extends full cooperation within and between other departments
• Informs/Calls the attention of the Revenue Manager for situations like: overbooking, system failure and other critical cases.
• Observes and Maintains Reservations and Rooms & Guest Services systems, procedures, company standards and policies
• Maintains accurate records of data essential to future business plans and generates weekly and monthly reports required by management and owners
• Observes and ensures that proper telephone manners are maintained at all times
• Reviews no-show and cancelled reservations and processes charges according to hotel's policy
• Checks and ensures that the job assigned has been effectively completed on timely basis according to hotel's expectation

• Maximised revenue opportunities through upselling and cross-selling.
• Compiled industry data on competitor pricing, materials costs and supply chain issues to help set accurate pricing.
• Updated internal systems with accurate, current data to maintain analysis integrity.
• Drove sales activity to deliver against revenue and marketing objectives.
• Administers personnel action on leaves & overtime requests, disciplinary actions and commendation as assigned by Manager
• Communicates effectively with guests, subordinates, superiors and other section heads
• Coaches, directs, supervises and counsels all reservations staff when applicable, evaluates objectively the performance of staff in his/her responsibilities, provides training to all staff in his/her department regularly, motivates staff to grow within the company and develops him/herself to be a better manager at all times

• Provide a weekly dynamic forecast of expected results, variances and budget comparisons
• Analyze overall monthly hotel performance and provide a summary report with recommendations to improve long-term strategies.
• Regularly check the input and the quality of data (segmentation, denials tracking, etc.…)
• Handled customer complaints calmly and professionally to maintain hotel reputation.
• Evaluate the performance of distribution partners and contracted rates (OTA, FIT, tour operator, corporate, consortia, crew, groups, etc.…)
• Completed bookings and reservation amendments using hospitality property management software.
• Interacts with clients, guests, government officials, and other important individuals/companies in the community to promote the hotel
• Stay in the moment by understanding and anticipating guests' needs, being attentive and taking ownership of getting things done

• Conducted calls professionally and politely to maintain excellent service standards.
• Resolved complaints, cancellations and refunds with mutually beneficial solutions.
• Communicated reservation confirmations to guests via post and email.
• Completed bookings and reservation amendments using hospitality property management software.
• Processed payments and online bookings with zero error.
• Employed strong product and systems knowledge to handle booking enquiries.
• To assist in building of an efficient and engaged team of employees by having an active interest on their welfare, safety and development
• To ensure that all departmental reports and correspondence are completed on time and accurately

• Preparing and completing action plans, implementing productivity, quality, and customer-service standards, resolving problems; improvements to implement changes.
• Maximize room revenue and occupancy by effectively controlling rates and availability.
• Maintained communication and reservations related questions, clarifying policies and setting expectations that are both achievable and suitable.
• Analyzed call statistics for conversion, revenue, and call abandonment to identify areas of opportunity for improvement.
• Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special
• Build and maintain new and existing rate offers
• Chair weekly Inventory Management meetings with Tour, Group and Front Office
• Support Tour, Leisure and Group Reservations agents daily to ensure tasks are completed efficiently and accurately
• Focus on Group Reservations, ensuring block accuracy, rate integrity, and inventory management tasks are completed
• Effectively interpreting and understanding client's requirements