Carrolyn Gonsalves
Central Reservations Manager @Montage International
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WORK HISTORY
Central Reservations Manager @Montage International
Leads the centralized reservations department for Montage International, currently developing the structure, systems, and service standards to support six primary luxury properties: Montage Big Sky, Montage Kapalua Bay, Montage Healsdburg, Pendry Park City, Pendry Newport Beach, and Pendry Chicago. Oversees all aspects of departmental operations, strategy, and team leadership to ensure a seamless, brand-aligned booking experience across the portfolio- Develops and manages the centralized reservations structure, including workflows, SOPs, and service standards- Recruits, trains, and leads a high-performing team focused on guest service and revenue optimization- Creates scalable systems and processes to support multi-property operations with consistency and efficiency- Collaborates with revenue, sales, and operations teams to align booking strategies with business goals- Designs and implements call coaching and scoring programs to ensure quality, consistency, and continuous improvement- Monitors KPIs and drives ongoing enhancements to improve accuracy, efficiency, and guest satisfaction- Serves as a liaison between corporate and property teams for all reservation-related initiatives
EDUCATION
Park City High School
High School Diploma
University of Utah
Minor Degree
University of Utah
Bachelor's degree
SKILLS
ABOUT CARROLYN GONSALVES
Hospitality professional with a strong background in luxury travel, reservations, and…
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