Eric Duncan-Galvez Bravo

Complex Reservations and Pre-arrival Specialists, Manager @Sensei

US

Member, Corporate Leadership Committee.•Lead a team of eight in Reservations and Pre-Arrival departments, achieving over 30% call conversion and 90% customer satisfaction rating.•Implement yield strategies and reservation policies, ensuring optimal inventory and rate adjustments in collaboration with the Corporate Director of Revenue.•Serve as the primary point of contact for reservations pre-arrival processes across multiple retreat locations. •Develop, implement, and maintain policies and procedures for reservations and pre-arrival operations, ensuring seamless team collaboration with internal and external stakeholders.•Partner with Property Leaders, Brand, and Marketing to refine communication strategies, sales scripts, and engagement techniques to enhance guest interactions and to deliver tailored guest services aligned with Sensei’s luxury wellness brand.•Identify opportunities to enhance pre-booking experiences, streamline processes, and elevate service standards.•Manage departmental budgets, optimizing resources while maintaining cost controls.•Collaborate with Sales, Marketing, and Retreat teams to accurately execute promotional packages, group bookings, and special events.•Ensure compliance with company policies, reservation agreements, and legal standards.•Monitor data integrity within the Property Management Systems (PMS) and other reservation tools.•Participate in revenue strategy meetings, presenting statistical data to guide promotional planning and trend analysis.•Resolve escalated customer queries to ensure an exceptional guest experience through effective communication and decision-making.•Handle personnel activities, including hiring, training, evaluations, and disciplinary actions, to maintain team efficiency and provide coaching and feedback to foster team growth and productivity.

Arkansas State University

Bachelor's degree

Walnut Ridge High School

Diploma