Rizelle Flores
Reservations Executive
Dubai
Summary
Experienced Reservations Specialist with 10+ years in front office and reservations roles within the hospitality sector. Skilled in OTA systems, contract interpretation, and guest relations. Proven ability to manage bookings with precision and deliver exceptional customer experiences in high-volume environments.
Overview
12
12
years of professional experience
2011
2011
years of post-secondary education
2
2
Languages
Work History
Executive Reservations Agent
Barceló Residences Dubai Marina
11.2024 - Current
- Managed room bookings, pricing, and invoicing to support seamless reservation processes.
- Interpreted and implemented contracts with OTAs and corporate clients.
- Delivered top-tier guest service via email, phone, and internal coordination.
- Generated and analyzed daily and monthly reservation reports.
- Established long-term client relationships through consistent delivery of high-quality products and services.
- Enhanced customer satisfaction by streamlining communication channels and improving response times.
Reservations Agent
Atlantis The Palm
07.2022 - 12.2022
- Handled multi-channel reservations with a focus on accuracy and service.
- Executed upselling and cross-selling techniques to maximize revenue.
- Maintained up-to-date knowledge of pricing, room types, and availability.
- Managed high call volume with exceptional attention to detail, resulting in fewer booking errors and cancellations.
- Resolved various issues and discrepancies for customers.
- Assisted in increasing hotel occupancy rates through proactive upselling of rooms, packages, and additional services.
Executive Reservations Agent
Barceló Residences Dubai Marina
06.2020 - 06.2022
- Assisted with revenue management tasks, including rate analysis and inventory control to maximize profitability.
- Enhanced internal communication by maintaining up-to-date records of guest preferences, enabling tailored service delivery during their stays.
- Provided customers with information about availability and pricing.
- Enhanced customer satisfaction by efficiently handling all aspects of the reservation process in a timely manner.
- Supported sales team efforts by providing detailed information on group booking requests and generating contracts as needed.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
Cluster Reservation Agent
Wyndham Dubai Marina / TRYP by Wyndham
11.2019 - 05.2020
- Responded to inquiries and processed bookings via phone and email.
- Upsold room types and processed advance deposits and no-show charges.
Reservations Clerk
Capitol Hotel
02.2019 - 11.2019
- Maintained accuracy in room bookings and confirmation communications.
- Managed reservation changes, cancellations, and guest records.
Front Desk Supervisor / Admin Coordinator
Options Studio Greenhills / Tru Pilates
11.2017 - 01.2019
- Supervised front office team and handled administrative tasks.
Front Desk Executive
Reggae Mansion Hostel and Bar
08.2013 - 06.2017
- Managed guest check-ins, bookings, and social media communication.
- Assisted guests with reservation modifications, cancellations, and special requests.
- Supported the training of new front desk staff members, sharing best practices for excellent service delivery.
- Contributed to a positive work environment by effectively communicating with team members across departments.
- Anticipated guest needs by offering assistance proactively, exceeding expectations during their stay.
Education
Bachelor of Science - Hotel and Restaurant Management
Brokenshire College SOCKSARGEN Inc.
Skills
Reservation Management
Opera PMS
SynXis
Sabre
Bookingcom Extranet
Guest Communication
Customer service
Interpersonal skills
Analytical skills
TECHNICAL SKILLS
Opera PMS SynXis Sabre MS Office Bookingcom Extranet Expedia Partner Central
Timeline
Executive Reservations Agent
Barceló Residences Dubai Marina
11.2024 - Current
Reservations Agent
Atlantis The Palm
07.2022 - 12.2022
Executive Reservations Agent
Barceló Residences Dubai Marina
06.2020 - 06.2022
Cluster Reservation Agent
Wyndham Dubai Marina / TRYP by Wyndham
11.2019 - 05.2020
Reservations Clerk
Capitol Hotel
02.2019 - 11.2019
Front Desk Supervisor / Admin Coordinator
Options Studio Greenhills / Tru Pilates
11.2017 - 01.2019
Front Desk Executive
Reggae Mansion Hostel and Bar
08.2013 - 06.2017
Bachelor of Science - Hotel and Restaurant Management
Brokenshire College SOCKSARGEN Inc.