Kelsey Pomales

Reservations Supervisor @Langham Hospitality Group

Boston, MA, US

Monitor daily checklist completion, ensuring accuracy and efficiency while assisting as needed• Observe call volumes and conversion rates; implement sales tactics, training, and incentive plans to achieve departmental goals• Optimize room inventory and rate accuracy, minimizing discrepancies and supporting revenue growth• Manage group rooming lists and changes prior to cutoff dates; attend weekly group pick-up and operations meetings• Coordinate group requests from Conference Service Managers, ensuring timely acknowledgment and action• Lead guest service recovery using HotSOS and ReviewPro, improving guest satisfaction scores by nearly 5% year over year