Opera
Anoop Muraleedharan
Reservation Officer
Abu Dhabi,Abu Dhabi
Summary
Friendly Reservation Officer with proficiency in interacting effectively by telephone with guests of diverse ages, backgrounds and interests. Projects service-mentality with warm, caring attitude while maintaining efficiency and optimizing revenue. Offering 11 years of experience in Hospitality Industry.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
1
1
Certification
5
5
Languages
Work History
Reservation Officer
Erth Abu Dhabi (Former Armed Forces Officers Club & Hotel)
Abu Dhabi, Abu Dhabi
05.2019 - Current
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities.
- Maintained awareness of types of rooms available in different resort locations.
- Prepared customer invoices, accepted payments and processed refund and cancellation requests.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Preparing reports to the management - daily pick up reports, weekly forecast reports, monthly forecast reports, productivity and revenue report, market segment report and demand calendar.
- Carried out day-day-day duties accurately and efficiently.
- Arranged for group hotel bookings in collaboration with sales department for weddings and special events.
Acting Duty Manager and Night Manager
Erth Abu Dhabi (Former Armed Forces Officers Club & Hotel)
Abu Dhabi, Abu Dhabi
06.2017 - Current
- Checks all room rates, Market Segments as per the categories and correct all statistics reports before asking the Night Auditor to start for rollover
- Verify that Front desk Staff checks all arrivals as per the reservation correspondence that all details, LPO, amenities, pick-ups, visa are in order and rooms are blocked prior to guest’s arrival.
- Supervise the Front desk during the night in carrying out regular checks in Folio racks to ensure that all correspondences are intact, method of payments are accurate, all outlet vouchers are properly attached, Master and Extra Folios are in line and departure date amendments are monitored
- To ensure that Front Office staff checks all vouchers and control sheets are prepared by Guest Service Center and Front Desk Cashier
- Inspect the main entrance, lobby, elevators, restaurants and Guest floor and report/communicate all findings via email to the executive management and Front Office Manager
- Aware of all fire prevention and safety regulations, supervise in maintaining guest safety and is able to handle emergency situations and evacuation
- Respond to staff emergency cases during the night i.e. prepares & approves application for leave and release passport
- Ensure proper completion of all records required by local government authority i.e. departure and arrival guests are accurately updated in the CID systeM.
- To conduct routine inspection of the area and ensure that all work area plant and equipment are safe to operate.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Reservation Agent
Erth Abu Dhabi (Former Armed Forces Officers Club & Hotel)
Abu Dhabi, Abu Dhabi
11.2015 - 05.2021
- To ensure that the Telephone and Email Reservations are handled and confirmed promptly in a professional manner.
- Working closely with Front Office, Food & Beverages and Housekeeping Departments in planning room requirements, room blocking, amenity, Assignments, rates, location, allotment, preparing and distributing rooming lists and group information.
- Follow up with LPO’s and 3rd Party Payments for companies and individual reservations.
- Monitoring occupancy of the hotel and applying the best available rate in par with the market.
- Direct contact with Online Travel Agents for room allotments, room rates and sold out dates.
- Closely monitoring room inventory though Sabre - Synxis, other affiliated OTA’s / DMC’s and applying proper rate structures in par with the hotel occupancy.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Reservation Associate
Flora Airport Hotel, Four Star Airport Hotel
Cochin, Kerala, India
02.2014 - 10.2015
- Preparing reports to the management - daily pick up reports, weekly forecast reports, monthly forecast reports, productivity and revenue report, market segment report and demand calendar
- To ensure that the Telephone and Email Reservations are handled and confirmed promptly in a professional manner
- Establish an efficient method in coordination to all related departments, with particular emphasis on LPO, Meal Plan, Billing Instructions, Mode of Payment, etc
- Working closely with Front Office, Food & Beverages and Housekeeping Departments in planning room requirements, room blocking, amenity, Assignments, rates, location, allotment, preparing and distributing rooming lists and group information
- Managing online inventory and rates in Synxis and updating daily
- Maintaining rates structure and update the front desk as to the various rates and packages available
- Training new staffs and trainees and familiarizing with Reservation & Reception section
Senior Front Office Associate
The Residency, Four Star Deluxe Hotel
Coimbatore, Tamil Nadu, India
05.2011 - 06.2013
- Efficient and professional in dealing with situation involving any aspects of Room Division where the reputation or image of the Management is represented
- Fully knowledgeable of all types and rates of Room, Suites, Meals, F&B outlets, and recreation outlets to inform/guide Guests, accordingly
- Ensure all rooms for individual, VIP and Group are blocked, room keys, welcome letter, and mini-bar blocking (depends on the LPO) etc are prepared well in advance
- Handle Individuals, Delegates, VIP’s and Group’s check- in according to standard procedure
- Follow the check –in procedure of registering guests promptly and ensure to obtain relevant requisites and accurately input in the system i.e guests details, arrival/departure dates, room rates, contact no., etc and ensure that all information are legibly inscribed on the Guest Registration Card and duly signed by the guest upon receipt
- Attend promptly and courteously to guest queries, related to Front Office cashiering, such as paid- outs, cash payment, etc
- Ensure that all cash / charges transaction are posted immediately upon initiation
- Ensure that the relevant procedures related to guest checked – out are initiated, such as, verifying mini bar housekeeping damaged assessment and relevant amount is charged on guest folio.
Industrial Exposure Trainee
Trident
Cochin, Kerala, India
06.2009 - 10.2009
- Completed my Industrial Training in all core department
Education
Bachelor of Science - Hotel Management & Catering Technology
Institute of Hotel Management& Catering Technology
Trivandrum, Kerala, India 06.2008 - 05.2011
Skills
Opera Hotel PMS
undefinedSoftware
MS Officer
Synxis
Certification
First Aider
Timeline
Reservation Officer
Erth Abu Dhabi (Former Armed Forces Officers Club & Hotel)
05.2019 - Current
Acting Duty Manager and Night Manager
Erth Abu Dhabi (Former Armed Forces Officers Club & Hotel)
06.2017 - Current
Reservation Agent
Erth Abu Dhabi (Former Armed Forces Officers Club & Hotel)
11.2015 - 05.2021
Reservation Associate
Flora Airport Hotel, Four Star Airport Hotel
02.2014 - 10.2015
Senior Front Office Associate
The Residency, Four Star Deluxe Hotel
05.2011 - 06.2013
Industrial Exposure Trainee
Trident
06.2009 - 10.2009
Bachelor of Science - Hotel Management & Catering Technology
Institute of Hotel Management& Catering Technology
06.2008 - 05.2011
First Aider
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