Christine Ruth Flores

Reservations Manager @InterContinental Toronto Centre

Toronto, ON, CA

Manage the daily activities of the reservations staff. Schedule and assign work. • Recommend and/or initiate salary, disciplinary, or other staffing/human resources-related actions by Company rules and policies. Alert management of potentially serious issues.• Ensure all staff are properly trained on systems and service standards and have the tools and equipment needed to carry out their job functions effectively.• Assist in managing hotel revenue generation and maximization through full utilization of company systems, business processes, and specifications.• Assist in the monitoring of competitors, dynamics of the local market, demand generators, and contribute to the hotel pricing and market mix strategy.• Complete records and reports with room availability and guest room commitments; forecast weekly occupancy and rate.• Maintain historical records of reservations arrivals, cancellations and denials to assist in formulating future reservations estimates.• Respond appropriately to guest complaints. Make appropriate service recovery gestures according to established guidelines in order to ensure total guest satisfaction. • Promote teamwork and quality service through daily communication and coordination with other departments. • Monitor group reservation activity daily and communicate status with sales department. Follow up on tentative sales bookings with respective sales staff to update status.• Communicate fluctuations in room occupancy to operations so that appropriate staffing adjustments and efficiencies are maintained.

University of San Carlos

Bachelor of Science - BS

Mohawk College

Postgraduate Certificate