JIBIN JOHNSON
Al Nahda,Dubai
Summary
Detail oriented and results driven Reservations Agent with 5 Years of experience in the hospitality industry. Expertise in corporate and leisure bookings, revenue management, and guest service. Proficient in analysing pick-up reports, forecasting, and using industry tools such as Smith Travel Research and Strategic Business & Revenue Plan to optimize hotel operations and performance. Adept at handling high volume calls, managing group bookings, and ensuring smooth communication across departments to guarantee VIP and guest satisfaction.
Overview
4
4
years of professional experience
Work History
Reservations Agent
voco Dubai - By IHG
Sheikh Zayed Road, Dubai
06.2024 - Current
- Corporate & Leisure Bookings: Create and manage corporate and leisure bookings, ensuring accuracy and attention to detail in reservation entries.
- Pick-Up Report Analysis: Run and analyse the pick-up report to assess hotel occupancy, forecast future bookings, and adjust strategies accordingly.
- Revenue Forecasting: Utilize Strategic Business and Revenue Plan website to generate forecast reports, assisting the team in setting pricing strategies based on demand.
- Competitor Analysis: Generate competitor statistics and market insights using Smith Travel Research to help the management team understand market trends and adjust pricing and marketing strategies.
- Reservation Monitoring: Check reservations entered on and by, monitor cancellations and no-shows, and ensure proper follow-up actions to optimize occupancy rates.
- VIP Coordination: Work with other departments to coordinate and ensure the smooth arrival of VIP guests, ensuring their special needs are met.
- Call Handling: Handle 40-60 calls daily, assisting guests with inquiries, converting booking inquiries into confirmed reservations, and addressing any customer concerns.
- Group Bookings Management: Manage group bookings, coordinating with various departments to ensure group needs are met and ensuring a seamless guest experience.
- OTA Commissions: Monitor and reconcile OTA commissions and ensure accurate payment processing.
- Rate Code Management: Create rate codes and rate categories for corporate clients using IHG Concerto.
- Email Communication: Handle emails, responding to booking inquiries, guest concerns, and other communications promptly and professionally.
Team Leader - Front Desk
CHELSEA PLAZA HOTEL
DUBAI
12.2021 - 05.2024
- Guest Check-in & Check-out: Efficiently and professionally checked in and out guests, ensuring a seamless experience and maintaining high guest satisfaction.
- Billing & Payments: Prepared accurate bills for guests, processed payments (cash and credit), and ensured all transactions were handled correctly.
- Reservation Department Leadership: Managed the Reservation Department in the absence of the Reservation Officer, ensuring continuity of operations and service.
- Guest Inquiry & Complaint Resolution: Investigated and resolved guest inquiries and complaints in a timely and empathetic manner, ensuring a positive guest experience.
- High-Volume Call Handling: Answered 30-50 calls daily, addressing customer inquiries, providing product information, and resolving issues.
- Training & Staff Development: Trained new hires on proper phone handling, POS program usage, guest interaction, and hospitality standards.
- Guest Transport Coordination: Arranged guest transport to and from the airport, ensuring smooth transitions for guests.
- Room Allocation for VIPs & Regular Guests: Coordinated with reservations to pre-allocate rooms based on guest preferences, particularly for regular and VIP guests.
- Leadership & Productivity: Provided leadership and direction for employees, driving productivity and ensuring high operational efficiency within the department.
- Upselling: Upsold additional hotel services and facilities when appropriate, contributing to hotel revenue growth.
- Additional Roles: Occasionally served as the Concierge and Night Auditor, providing extra guest services and overseeing night-time operations.
Front Office Associate
UNWIND HOTELS AND RESORT
KOVALAM
10.2020 - 09.2021
- Guaranteed positive guest experiences and resolved all complaints in timely manner
- Supervised day to day operations of front desk, reception and housekeeping
- Oversaw daily operations of hotel front office which consisted of answering phone calls, assisting guests with luggage and check-in check-out of the hotel
Education
Bachelor of Arts - English Literature
Annamalai University
Trivandrum 09.2023 -
High School Diploma - Biology Science
Leo 13th Higher Secondary School
06.2012 - 05.2014
Skills
- PMS - OPERA, WINHMS
- Reservation Systems: Skilled in using IHG Concerto for managing reservations, creating rate codes, and processing group bookings
- Revenue Management & Forecasting: Proficient in using the Strategic Business and Revenue Plan (SBRP) website to generate forecasts and Smith Travel Research (STR) for competitor statistics
- OTA Management: Knowledge of managing Booking Extranet's & OTA commissions
- Channel Manager: Skilled in Rate Tiger for dynamic pricing and inventory distribution
- Guest Management & Customer Service: Strong focus on guest satisfaction and upselling strategies
- Communication & Teamwork: Exceptional interpersonal skills for guest relations and internal coordination
- MS Office
- Night Audit & Financial Reconciliation
Languages
English
Fluent
Malayalam
Native
Tamil
Native
Timeline
Reservations Agent
voco Dubai - By IHG
06.2024 - Current
Bachelor of Arts - English Literature
Annamalai University
09.2023 -
Team Leader - Front Desk
CHELSEA PLAZA HOTEL
12.2021 - 05.2024
Front Office Associate
UNWIND HOTELS AND RESORT
10.2020 - 09.2021
High School Diploma - Biology Science
Leo 13th Higher Secondary School
06.2012 - 05.2014
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